Partner Solutions

• Apr 2023 - Present

Partner Manager - North America

• Jul 2022 - Apr 2023

Customer Success Manager, Onboarding

• Aug 2020 - Jul 2022

DEAR Systems is an ERP / Inventory Management System for small and medium sized product seller businesses. As part of the North America Customer Success Team, my current focus is building out a scalable, revenue-generating professional services program centered around a Customer Onboarding product offering. In this role, I have developed processes and procedures for scoping and pricing a client's implementation project, managing project tasks and timelines, and executing a DEAR Systems software go-live plan. Day-to-day responsibilities include gathering requirements, configuring the software, manipulating/converting data, and conducting virtual training sessions with stakeholders. Success in this role requires advanced product and industry knowledge, attention to detail, expectation management, and the ability to creatively problem solve for each client. Prior to the customer onboarding focus, I worked in a Software Sales role conducting consultation calls and Zoom demos with prospective DEAR clients. Show less

Project Manager

• Oct 2018 - Mar 2020

Collaborating with both internal company and external stakeholders, managed a project to build an internal bookkeeping workflow application and client-side portal. Maintained a backlog of epics, stories, and bugs. Gathered feedback from stakeholders and worked with an engineering team to implement new features. Designed features using wireframe tools (Balsamiq) and wrote user acceptance stories in Jira. Collaborating with both internal company and external stakeholders, managed a project to build an internal bookkeeping workflow application and client-side portal. Maintained a backlog of epics, stories, and bugs. Gathered feedback from stakeholders and worked with an engineering team to implement new features. Designed features using wireframe tools (Balsamiq) and wrote user acceptance stories in Jira.

Customer Onboarding Specialist

• Jun 2017 - Oct 2018

Contact new Xero customers to provide Xero software training and ad hoc software assistance. Seek understanding of the small business customer's industry and business processes in order to deliver strategic back office technology advice. Connect small business customers with Xero certified partners.

Senior Customer Experience Specialist

• Apr 2016 - Jun 2017

Reviewed and provided feedback on the performance of both new and experienced Customer Experience (CX) employees. Coached new CX employees with a focus on learning and improving product and process knowledge. Served as liaison between the CX Core Team and a Product Management Team.

Customer Experience Specialist

• Nov 2014 - Mar 2016

Provided email and phone support on the Xero accounting software product for business customers and accounting partners. Developed deep product expertise and general accounting knowledge.

Technology Consultant, Business Development, Bookkeeper

• Jul 2013 - Dec 2015

Developed and maintained MicrobiType e-commerce website (Wordpress Canvas/WooCommerce framework with some custom CSS). Established customer acquisition processes with a focus on lead generation and lead acquisition. Managed books (Wave Accounting) and established internal financial controls and processes. Developed and maintained MicrobiType e-commerce website (Wordpress Canvas/WooCommerce framework with some custom CSS). Established customer acquisition processes with a focus on lead generation and lead acquisition. Managed books (Wave Accounting) and established internal financial controls and processes.

Business Technology Analyst

• Dec 2013 - Apr 2014

Project: AmeriHealth Administrators Analyzed current-state applications and conducted technology gap analysis for systems migration project. Solicited and documented business requirements with input from key business and technology personnel. Project: AmeriHealth Administrators Analyzed current-state applications and conducted technology gap analysis for systems migration project. Solicited and documented business requirements with input from key business and technology personnel.

Product and Quality Assurance (QA) Manager, Scrum Coordinator

• May 2012 - Dec 2012

Developed automated and manual testing scripts and conducted testing on every new release of the iPad Point of Sale (POS) application. Worked in product management role by facilitating discussions with clients to collect product feedback. With product owner, aggregated client feedback and analyzed proposed application features. Assisted with the customer onboarding process and ongoing help desk support. Served as ScrumMaster and coordinated agile release management practices. Developed automated and manual testing scripts and conducted testing on every new release of the iPad Point of Sale (POS) application. Worked in product management role by facilitating discussions with clients to collect product feedback. With product owner, aggregated client feedback and analyzed proposed application features. Assisted with the customer onboarding process and ongoing help desk support. Served as ScrumMaster and coordinated agile release management practices.

Information Technology Consultant

• Aug 2005 - Jul 2012

As a Business Analyst, facilitated requirements discussions with client and gathered output to create requirements documents. Designed testing scenarios and performed website testing in a variety of different settings. Authored and edited process documents relating to website design, instructional manuals, and quality assurance procedures. As a Business Analyst, facilitated requirements discussions with client and gathered output to create requirements documents. Designed testing scenarios and performed website testing in a variety of different settings. Authored and edited process documents relating to website design, instructional manuals, and quality assurance procedures.

Freelance Writer

• Nov 2010 - May 2012

Weekend Sherpa is a web publication delivering insiders' recommendations on California's best outdoor pursuits and adventures. I freelanced for enjoyment and as a creative writing outlet. Weekend Sherpa is a web publication delivering insiders' recommendations on California's best outdoor pursuits and adventures. I freelanced for enjoyment and as a creative writing outlet.

Founder and Editor

• Jan 2009 - Jun 2010

Trail Voice profiled DC area parks, trails, environmental and adventure organization and events. My goal was to build an active community of Washington DC area hikers, bikers, climbers, and paddlers who are passionate about giving back to the outdoors through service and stewardship. As the Founder and Editor, I performed startup tasks (acquired business license, trade name, tax registration, etc.). Utilized online marketing techniques to capture leads and promote outdoor service events and initiatives. Leveraged online relationships to connect offline. Created creative and entertaining weekly/biweekly content for the website. Show less

Sourcing and Supply Chain Intern

• May 2004 - Aug 2004

Tracked chemical sourcing spend in order to identify cost savings opportunities. Tracked chemical sourcing spend in order to identify cost savings opportunities.

Campus Sales Intern

• May 2002 - Aug 2003

Utilized in-person cold calling strategies to sell yellow page ads to local businesses. Booked approximately $20,000 in ad sales (top ten out of ~250 Interns) Utilized in-person cold calling strategies to sell yellow page ads to local businesses. Booked approximately $20,000 in ad sales (top ten out of ~250 Interns)