Houston, Texas, United States
I love working with startups, generally B2B SaaS, and enabling their customer success teams!
Fractional COO and Customer Success Consulting for Seed to Series B B2B SaaS companies Completed 8+ Customer Journey “audits” that include: - Creation of a current and suggested customer journey map - Creation of a current and revised organizational chart - List of strategies, processes, and enablement resources to implement or change - Prioritized action plan Accomplished 4+ CRM build outs – Salesforce, Hubspot Developed 6+ Customer Success or Sales Playbooks Converted 8 out of 10 clients into multi-month recurring engagements Provided ad hoc Chief of Staff services
- Manage key accounts - Travel to and complete onsite trainings for technicians, sales people, and business leadership - Spearheaded a full audit of the customer journey and led the implementation, training, and adoption of HubSpot across the Partner Success org - Redesigned the onboarding process: increased automation 4x, updated meeting agendas, and created and optimized existing internal and external resources – decreased time to value from 6 weeks to 3 weeks - Transitioned the order fulfillment process from spreadsheets to a semi-automated HubSpot managed process, reducing fulfillment errors and internal handoff delays - Led a cross functional effort to update the custom integration between SmartAC.com and Hubspot - Drove a shift from a reactive to proactive internal product release process, improving internal alignment