• Lead full SaaS customer lifecycle delivery, moving clients from onboarding → adoption → proficiency through structured success plans, adoption roadmaps, and proactive monitoring of customer health metrics. • Strengthen customer satisfaction and retention through provider engagement strategies, best practice consulting, and configuration guidance aligned to customer goals. • Partnered cross-functionally with Product and Engineering to elevate customer insights, prioritize enhancements, and support application improvements. • Led executive business reviews (QBR’s) with C-level stakeholders, translating performance data and customer narratives into strategic recommendations. • Directed end-to-end customer lifecycle delivery — onboarding, implementation, enablement, adoption, training, and ongoing support. Developed and coached remote Customer Success Managers to elevate execution discipline, team engagement, and service quality. • Developed and coached remote managers and CSMs, strengthening leadership capability, execution discipline, and customer-centric culture. • Managed geographically distributed teams supporting enterprise clients across multiple industries. • Partnered with Sales to support expansion opportunities and strengthen account growth. Built strategic success plans aligned to customer objectives. • Drive Agile enhancement projects through structured UAT, release readiness, and cross functional coordination.

• Built frontline and leadership capability through performance management, coaching, subject matter expertise, and continuous process improvement. Created a balanced scorecard, daily accountability process, and QA coaching model for sales and service performance. • Developed structured training programs and quick reference guides to standardize processes and improve customer experience consistency. • Strengthened operational planning by interpreting demand forecasts, inventory data, and customer requirements to support service delivery commitments. • Interpreted inventory, demand forecasts, booked-order gaps, and evolving customer requirements to inform sales and operational planning. • Aligned supply chain, distribution, and sales teams around service targets, delivery strategies, and customer centric operational priorities.

• Built an integrated B2B service model spanning pre-sale support, order execution, technical support, and post-sale relationship management. • Developed training materials, user guides, process documentation, and enablement programs supporting software implementations and operational process changes. Delivered virtual and instructor-led training sessions for customers, end users, and internal teams. • Documented business requirements, implementation needs, and enhancement requests to improve software performance and user experience. • Redesigned productivity metrics and agent goals to strengthen accountability, performance visibility, motivation, and customer satisfaction. • Led a 12-person team across onboarding, implementation, training, product support, returns, order processing, and technical support. • Partnered with regional sales teams to strengthen business relationships, improve customer experience, and support account growth.

• Delivered structured customer touchpoints, QBRs, and proactive solution planning to improve customer health and reduce churn risk. • Conducted C level business reviews converting SLA, KPI, and utilization insights into actionable adoption strategies. • Directed UAT, implementation, installation, and training for software and hardware deployments, improving readiness and utilization. • Improved SaaS visibility by documenting applications, subscriptions, usage data, and ownership across IT and business stakeholders. • Delivered virtual and in person enablement supporting digital care workflows, software adoption, and hardware installation.

• Owned service delivery operations, aligning support processes with client IT workflows, business objectives, and SLA commitments. Managed implementation projects and coordinated timelines. • Led after-sales support initiatives, including implementation coordination, project management, and on-site client training. • Functioned as senior escalation point for technical issues, coordinating troubleshooting efforts, root cause analysis, corrective actions, and stakeholder communications. • Synthesized SLA, KPI, and delivery data into annual business reviews tailored to client priorities and service improvement opportunities. • Managed multiple implementation and service delivery projects, coordinating timelines, resources, training, and customer communications. • Monitored and scored calls to identify training opportunities and improve customer experience quality.