5+ Years experience

  • Successfully implemented and managed Kanban methodologies within JIRA projects.

  • Proficient in using JIRA's Automation Plugin to develop custom rules and triggers for automating workflows and tasks.

  • Adept at creating custom reports and dashboards to monitor project metrics and performance.

5+ Years experience

  • In-depth understanding of the Salesforce CRM platform.

  • Strong expertise in Salesforce reporting and analytics tools, including dashboards and reports.

  • Adept at leveraging Salesforce to track customer interactions, health scores, and key performance indicators.

6+ Years experience

  • Expert in configuring and customizing Zendesk workflows, triggers, and automations.

  • Developed and managed helpdesk articles and knowledge base content.

  • Skilled in utilizing Zendesk's reporting and analytics tools to monitor key performance indicators.

Customer Success & Relationship Management

I’m driven by the belief that success begins and ends with the customer. By focusing on building strong relationships and delivering tangible value, I ensure clients are not only satisfied but fully equipped to grow with our solutions.

  • I prioritize product adoption by identifying high-value, low-effort opportunities that drive immediate results for my clients.

  • My approach to onboarding and enablement ensures clients hit the ground running, fully trained, and ready to realize the benefits of the product from day one.

  • I’ve successfully built and retained long-term relationships with clients by understanding their unique needs and mitigating friction points through active listening.

  • My experience spans B2B/B2C, Enterprise, and SMB markets, allowing me to tailor my approach to meet the needs of a diverse client base.

Technical & Data Expertise

A deep understanding of data and technology is essential to driving customer success in SaaS. My technical background allows me to anticipate client needs, integrate complex systems, and provide data-driven insights that guide both product use and business strategy.

  • I’ve led the development of data pipelines using APIs, FTP, and HTTP to consolidate scattered product data, ensuring seamless integration for clients.

  • My expertise in data analysis and data-driven decision making enables me to offer actionable insights that help clients optimize their use of the platform.

  • With hands-on experience in tools like Google Analytics, SQL, JavaScript, and automation platforms like Zapier, I streamline complex technical processes and simplify integrations for my clients.

  • I bridge the gap between technical and business requirements, ensuring solutions are both functional and aligned with business objectives.

Project & Process Management

Process and project management are critical to scaling customer success efforts. By refining workflows and improving collaboration, I help my teams and clients achieve success more efficiently and with greater clarity.

  • I have reduced time-to-value by 20% through process improvements, helping clients quickly realize the benefits of their investments.

  • By leading cross-functional teams in Agile environments, I ensure that customer goals are met while balancing technical challenges and project timelines.

  • My expertise with Jira and Confluence has enabled me to automate workflows, customize dashboards, and increase project visibility, empowering teams to collaborate more effectively.

  • I actively drive process improvement, from hand-off and kick-off to post-implementation, ensuring we’re continuously improving client outcomes and internal operations.