Product Implementation & Management

• Built and led a Digital Implementation Team, delivering results for a $23M book of business.

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• Directed and managed the implementation of products into clients’ instructional plans.

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• Evaluated clients’ usage and integration of product.

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• Created and delivered yearly recurring retro process and model of systematic evaluation post-busy season to reduce customer friction and improve digital experience.

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• Launched a white-glove onboarding model for high-revenue clients, achieving a 91% renewal rate.

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• Serve as Subject Matter Expert on implementation projects, presenting key metrics and insights to the Board.

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• Developed and refined implementation milestones, resources, and FAQs to streamline outreach.

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• Created data-driven adoption metrics to identify successful implementations and improve team performance.

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Process Improvement & Innovation

• Created a dedicated Digital Implementation team to address vulnerable areas of customer service and improve operations.

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• Served as SME to Senior Leadership Team for digital implementation fees to increase revenue and offset integration costs.

Strategic & High-Priority Roles

• Chosen to serve as Product Liaison to customers outside of assigned territory in high-priority Sales Meetings.

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• Selected by Vice President of Sales to present product to high-revenue customers and serve as Customer Sales Liaison for difficult customers.

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• Selected by the Corporate Team to serve as Success Team representative to provide product feedback and positioning recommendations.