Eagle Mountain, Utah, United States
I run Implementation Operations at EveryoneSocial, where the function spans onboarding, customer enablement, product support, and integrations across the SaaS customer lifecycle. Over 12+ years, I've delivered 300+ technical onboarding projects, architected the company's scalable onboarding framework, and led the shift from a Time-to-Deployment model to a value-centric one tied to activation, adoption, and renewal. The work has evolved over the last year. The function I run now is increasingly an AI-enabled operating system, not a delivery team. I'm building it in the open. What that looks like in practice: AI-assisted onboarding planning. Sales handoff context, integration profile, and stakeholder maps become inputs to a generation step that produces sequenced implementation roadmaps, kickoff agendas, and risk registers before the first customer call. An AI knowledge system. Help center articles, Jira tickets, internal runbooks, product documentation, and customer history live in a single queryable layer. Questions that used to take an hour resolve in two minutes. An AI enablement content engine. Help center articles, onboarding emails, tutorial scripts, and role-specific learning paths generated from internal source material. Team time shifts from production to editorial review. An AI customer insights layer. Activation patterns, adoption gaps, and risk signals surfaced before they show up in a quarterly review. A Product Support intelligence function. Customer ticket data joined against engineering bug history and renewal exposure, framed differently for engineering, CS, and leadership. Support stops being a cost center and becomes the closest-to-truth signal in the company. The frame underneath all of it is verification. AI is the leverage. Every output gets checked against the underlying source before it ships. Technical fluency: SSO/SAML, SCIM, DNS, MDM, integration architecture (Slack, Teams, Salesforce, SharePoint), API-driven operations (Help Scout, Coralogix, HubSpot), and the cross-functional translation work that sits between customer IT teams and product engineering. I write about this on LinkedIn twice a week. The frameworks, the discipline, what works, what doesn't, and what the next decade of customer operations is going to require of the people who lead this work.
• Lead Implementation Operations across onboarding, customer enablement, product support, technical integrations, and cross-functional reporting — running the function as an AI-enabled operating system rather than a delivery team • Architected the AI-Enabled SaaS Onboarding System: four operational pillars covering onboarding planning, knowledge systems, enablement content generation, and customer insight surfacing. Built and operating in production. • Built and own the operational knowledge architecture: a queryable institutional memory layer covering help center docs, runbooks, customer history, and platform documentation that compounds team velocity and reduces ramp time for new context • Designed the Product Support intelligence function: a runbook portfolio covering recurring customer-facing failure patterns, a cross-functional bug impact methodology that joins ticket volume against engineering and renewal data, and audience-appropriate reporting frames for engineering, CS, and leadership • Built API-driven operational workflows: programmatic ticket management, attachment retrieval, log verification (Coralogix), and dev-correlation tooling that gates customer-facing replies on verified backend state rather than pattern plausibility • Serve as technical SME for SSO/SAML, SCIM, DNS, MDM, and integration architecture (Salesforce, SharePoint, Slack, Teams); translate between customer IT teams and product engineering across enterprise rollouts • Own end-to-end implementations for mid-market and enterprise clients, with a 20+ concurrent project portfolio and a value-centric delivery model that prioritizes activation, executive engagement, and renewal-grade handoffs to Customer Success • Hold a verification standard across all AI-augmented operational work: every output traced to source, every claim confirmed against platform or customer state before shipping
• Own end-to-end SaaS implementations for mid-market and enterprise clients, delivering 250+ technical onboarding projects with a strong focus on accelerating Time-to-Value (TTV) and long-term retention • Architect the company’s scalable onboarding framework, shifting delivery from Time-to-Deployment (TTD) to a value-centric model that improved activation, adoption, and customer outcomes • Lead cross-functional delivery across Sales, CS, Product, and Engineering to ensure predictable handoffs, shared success metrics, and frictionless customer adoption • Serve as the technical SME for SSO, SCIM, DNS, Salesforce, and SharePoint integrations; guide clients through configuration, troubleshooting, and platform enablement • Mentor Implementation Managers and internal teams; support hiring, internal training, and the evolution of onboarding operations • Implement operational processes, documentation systems, and delivery metrics to reduce variance and increase predictability • Manage a 20+ project portfolio at any given time, ensuring proactive communication and consistent execution across diverse stakeholders
• Delivered technical onboarding for mid-market and enterprise accounts, managing complex customer deployments requiring configuration, consultation, and structured rollout planning • Improved onboarding playbooks and internal processes to increase delivery consistency and reduce friction for customers and internal teams • Partnered with CS and Product to ensure onboarding outcomes aligned with retention, expansion, and long-term value realization • Acted as a customer-facing consultant during onboarding, aligning use cases, success criteria, and platform adoption strategies
• Configured and deployed enterprise event management solutions for clients such as Adobe and ServiceNow, supporting both virtual and large-scale onsite events • Gathered requirements, mapped workflows, and aligned platform capabilities with client goals across registration, content, sponsorship, and attendee engagement • Served as the technical consultant during implementations, configuring the RainFocus platform, troubleshooting issues, and ensuring successful event execution • Collaborated with PMs, developers, and stakeholders to deliver predictable implementations under tight timelines • Provided onsite support at high-profile events, resolving live issues and ensuring a seamless customer experience
• Managed SaaS onboarding, training, and configuration for Pest Control ERP/CRM customers transitioning to Briostack’s platform • Led data migration, workflow setup, and customer enablement to ensure smooth adoption during system changeover • Delivered product education and hands-on configuration support to reduce onboarding friction • Consulted with business owners on workflow best practices across scheduling, billing, and field services
• Led onboarding, implementation, and workflow configuration for real estate settlement software across high-value customer accounts • Managed data/user migrations, system setup, and customer training during transitions to Title iO’s platform • Collaborated with Engineering and Product to refine features, provide customer feedback, and support agile development • Delivered ongoing account management, technical support, and project planning for integrations and new feature rollouts • Conducted sales demos, up-sell campaigns, and SOW-driven professional services engagements
• Supported customers with DNS, domain, hosting, email configuration, server troubleshooting, WordPress, FTP, and MySQL issues • Led onboarding activations for upgraded hosting services including migrations, dedicated IP setup, and server-side changes • Consulted with small-business clients to improve online presence and recommended technical solutions that increased account value • Delivered post-sale support and customer enablement to help clients adopt new hosting, security, or performance tools • Built long-term customer relationships through problem-solving, education, and outcome-based support