Greater Pittsburgh Region
Dynamic Customer Success and Project Manager with 8 years of experience integrating customer success strategies and structured project delivery within early stage companies. Successfully led large-scale projects, ensuring delivery of success outcomes alongside project deliverables. Known for leading with empathy. Excel in driving customer success and delivering complex projects by aligning client strategy with operational execution, optimizing workflows, and leading teams to achieve measurable business outcomes.
Assisting small businesses, tech companies, and service industries by refining workflows and building systems that work. By identifying the right actions for today, businesses can improve their daily operations while preparing for future growth, ensuring progress is sustainable without overlooking what's already working.
Managed the end-to-end onboarding process for all new direct clients, overseeing a portfolio of projects valued at over $1M. Led the creation of implementation process documentation and supported the onboarding of the Head of Success. Conducted digital audits of clients’ websites and MarTech resources, facilitating discovery sessions to define requirements and create project plans. Collaborated with stakeholders across internal teams and client organizations, working closely with program management, developers, and finance to optimize resource allocation and deliver product enhancements.
Led onboarding for new client accounts and managed a portfolio exceeding $1M in ARR. Partnered with the COO and Director of Success to influence the strategic direction of the success vertical and guided product enhancements based on client feedback. Collected and documented client requirements, maintained ongoing communications, and coordinated with stakeholders across internal and client teams to ensure successful project delivery. Developed and managed project plans, aligning digital solutions with client business objectives, demonstrating measurable value through the platform, and identifying opportunities for continued success.
Led pre and post-acquisition operations for new office territories, achieving a 60-day uptime. Directed startup training for field operations and managed the organizational transition from an out-of-the-box CRM to a custom Zoho CRM solution, reaching 100% adoption across 8+ national office locations. Built and led a 10+ member client success team, known internally as the “Happiness Center.” Oversaw workflow and process documentation, delivered in-field, in-office, and virtual training.
Oversaw operations across two distinct industry verticals: wireless retail and indoor air quality franchising. Managed a ~$2M monthly wireless inventory budget for 30 private stores, aligning stock with sales promotions, monitoring defective and returned devices, mitigating losses from theft, and optimizing slow-moving inventory. Forecasted sales rates and prepared inventory models for major promotional events. For the national indoor air quality franchise, led franchisee onboarding in collaboration with the sales team, implemented territory mapping software, and managed the franchise management system. Delivered training to franchisees on the software suite through on-site, conference, and virtual sessions. Conducted market analysis to generate new territory mappings, developed franchise documentation, and maintained operational service records.
Led teams of 50+ employees across 30 privately owned wireless stores, driving performance improvements and cultural alignment. Managed special projects to revitalize underperforming locations, guided store managers in aligning with market promotions and company values, and was featured on a podcast for the market’s success in driving upsells.