Managed a portfolio of B2B SaaS customers, including Pro and Enterprise accounts. Led customer onboarding and implementation to ensure successful product adoption. Delivered live product demonstrations and training sessions. Conducted regular customer check-ins and Quarterly Business Reviews (QBRs). Built strong customer relationships to improve retention and satisfaction. Worked with Sales, Support, and Product teams to resolve customer issues. Identified opportunities for account growth and expansion. Maintained accurate customer records and activity in CRM systems. Provided strategic recommendations based on customer goals and platform usage.

Coordinated construction projects from planning through completion. Managed schedules, documentation, and project timelines. Communicated with clients, subcontractors, and internal teams. Prepared project reports and maintained documentation. Assisted with budgeting, purchasing, and administrative tasks. Monitored project progress and followed up on outstanding items.

Managed customer relationships for a global payroll and payments SaaS platform. Led customer onboarding and implementation activities. Delivered product training and adoption sessions. Served as the primary point of contact for enterprise customers. Collaborated with internal teams to resolve customer issues. Conducted regular business reviews and health checks. Monitored customer satisfaction and product adoption. Identified opportunities for account growth and renewals. Supported customers throughout the customer lifecycle.

Building and maintaining strong relationships with clients, understanding their needs, ensuring satisfaction, developing strategic account plans, providing sales support, overseeing project implementation, resolving issues, providing product training, generating reports, identifying cross-selling opportunities, conducting market research, and collecting feedback.

Driving launch readiness for projects, building networking with multiple stakeholders, operational improvement, identifying business input metrics that drive growth, delivering operational support to Selling Partners, driving results in a cross-functional environment, and providing support for Selling Partner requests.

Providing prompt and efficient service to Amazon Sellers, maintaining performance metrics, seeking solutions through logical reasoning and data interpretation, liaising with internal departments to resolve issues.

Managed seller accounts and provided strategic support. Helped sellers improve account performance. Analyzed performance metrics and business trends. Assisted with account issues and escalations. Worked with internal teams to improve the seller experience. Maintained long-term relationships with assigned accounts. Additional Experience at Amazon Also held previous roles including: Seller Support Associate (Amazon Handmade) Project Manager (Books category) During these roles: Resolved complex customer and seller issues. Led process improvement initiatives. Coordinated cross-functional projects. Delivered excellent customer service while meeting performance metrics.

Tracking and resolving GEMBA issues, developing problem statements, performing root cause analysis, promoting continuous improvement, and fostering collaboration.

Evaluating credit worthiness, processing loan applications, determining financial eligibility, managing loan files, recommending products, communicating with clients, and ensuring lending compliance.

Managing a team of 20 customer service representatives, monitoring KPIs, developing action plans, delivering workshops, resolving payroll issues, and improving employee retention.