In this capacity, I was promoted to lead a team of 11 professionals from diverse areas of account management, technical support, and implementation. I assisted teams with onboarding new clients, implementing solutions through APIs, delivering technical support, and ensuring that clients achieved maximum product value and improved revenue.

I was promoted to a newly established role and took charge of managing enterprise-level customer implementations while expanding team from 1 to 4 direct reports. I supported enterprise customers by documenting work scopes, timelines, and project plans. Introduced a first strategic playbook for implementing best practices, SOPs, and responsibilities. I enabled team members to serve as trusted advisors for customers and ensure successful integration of Ocrolus with existing loan origination systems and CRMs.

I was promoted to the position of company’s first customer success director and led post-sales functions, including onboarding experience, customer support and success, upselling, and cross-selling. I analyzed staffing requirements and hired the first CSM as a direct report to scale the team. Introduced new processes for sales, customer success handoff, and external kickoff calls. I developed external decks, one-pagers, and other product-marketing collateral in order to scale customer communications.