Technical Customer Success Manager - Lively - Remote
(2024-09)
- Manage the technical health of client integrations, serving as the primary technical point of contact for customer accounts.
- Lead implementation and maintenance of EDI and secure file feed integrations between customer systems and the Lively platform.
- Manage up to 170+ file feed implementation and maintenance projects annually during peak season, coordinating across customers, engineering, and internal teams.
- Troubleshoot complex production issues and partner with engineering teams to drive resolution.
- Build internal technical tools and scripts used by support and success teams to streamline troubleshooting and operational workflows.
- Guide customers through technical onboarding, system integrations, and new feature rollouts post-implementation.
- Translate client technical requirements into actionable engineering tickets and solution proposals.
Technical Support Engineer - Aderant - Remote
(2023-05 - 2024-09)
- Diagnosed and resolved complex Tier 2 production issues for enterprise legal software clients.
- Executed SQL scripts and performed server-side troubleshooting to resolve system and data issues.
- Developed client-level customizations using SQL and JavaScript.
- Collaborated with engineering teams to investigate product defects and implement fixes.
- Authored internal knowledge base documentation used by support teams.
- Managed approximately 65 monthly tickets while maintaining a 100% closure rate.
Senior Technical Support Engineer - Cision - Remote
(2021-12 - 2023-04)
- Guided users through step-by-step solutions following troubleshooting procedures and support scripts.
- Diagnosed and resolved technical hardware and software issues.
- Managed work order systems to track, resolve, and document help tickets.
- Improved user performance by training customers on software and system use.
- Achieved 100% KPI performance across two consecutive quarters.
Customer Care Ambassador - Activus Connect
(2020-09 - 2021-11)
- Addressed customer inquiries and resolved issues through detailed investigation.
- Improved internal processes by communicating recurring customer feedback.
- Built strong customer relationships that increased loyalty and satisfaction.
Service Manager - Chipotle
(2016-06 - 2020-08)
- Managed daily store operations including staff scheduling, task delegation, and customer service.
- Led employee training and performance management.
- Controlled labor costs by optimizing workflows based on projected demand.
- Resolved escalated customer issues to maintain satisfaction and store performance metrics.
