Brittany Gunn

Implementation and operations professional with 9+ years of experience supporting SaaS deployments, customer onboarding, business process improvement, and cross-functional project coordination. Skilled at translating business needs into scalable workflows, supporting software adoption, and improving customer and end-user experiences.

Background includes work across high-growth SaaS companies, enterprise environments, and public sector organizations, with strengths in implementation support, stakeholder communication, training, solution configuration, and operational problem-solving.

Implementation Analyst at OpenGov Inc. (2024-08 – Present)

• Lead end-to-end implementations of cloud-based permitting, licensing, and inspection solutions for local government agencies.
• Partner with stakeholders to understand current processes, gather requirements, and design scalable workflows aligned with operational goals.
• Configure solutions to support agency needs, business processes, and user requirements.
• Manage implementation activities including discovery, configuration, testing, training, and go-live support.
• Coordinate project timelines, risks, dependencies, and stakeholder communication throughout the implementation lifecycle.
• Deliver onboarding, training, and change management support to drive adoption and long-term success.
• Collaborate with Product, Engineering, Customer Success, and Sales teams to resolve customer challenges and improve outcomes.
• Create documentation, implementation standards, and best practices for customers and internal teams.
• Communicate product feedback, customer use cases, and enhancement recommendations to internal stakeholders.

Implementation Consultant at Carbon Web (2023-11 – 2024-08)

• Led implementation projects for enterprise clients using monday.com to improve workflows, visibility, and team collaboration.
• Conducted discovery sessions to understand client goals, challenges, and operational processes.
• Designed customized workflows, dashboards, automations, permissions, and system configurations aligned with business needs.
• Guided customers through onboarding, implementation, testing, rollout, and adoption.
• Delivered training and enablement resources for administrators, managers, and end users.
• Served as a strategic advisor by recommending solutions aligned with operational goals and long-term platform use.
• Partnered with Sales to identify opportunities for expanded platform adoption.
• Collaborated with Product and Development teams to communicate customer feedback and support future enhancements.
• Troubleshoot complex system and workflow issues through proactive problem-solving and solution design.

Customer Service Advocate at monday.com (2022-01 – 2023-02)

• Supported customer success and platform adoption by helping customers align monday.com solutions with business goals and operational needs.
• Built strong customer relationships through proactive communication, issue resolution, and ongoing guidance.
• Led onboarding and adoption support to help users maximize platform value.
• Delivered training, education, and best-practice recommendations to support successful platform utilization.
• Managed complex customer issues and escalations with professionalism and a customer-first approach.
• Analyzed feedback, trends, and usage patterns to identify process improvement opportunities and support engagement.
• Partnered with Product, Engineering, and Leadership teams to advocate for customer needs and improve the customer experience.
• Collaborated cross-functionally to improve support processes and streamline issue resolution.

Lead Customer Success Specialist at BigMarker (2018-09 – 2021-10)

• Joined as the first Customer Success hire and helped build foundational customer success processes and workflows.
• Managed a portfolio of customer accounts as the primary point of contact for onboarding, adoption, and ongoing success.
• Built relationships with stakeholders by understanding business goals, operational challenges, and success criteria.
• Developed success plans and conducted regular business reviews focused on engagement, adoption, and long-term value.
• Reviewed account health and usage trends to identify opportunities, address risks, and support retention.
• Designed and implemented scalable processes, templates, and documentation to improve consistency across the customer journey.
• Streamlined support operations by improving ticket management, issue resolution workflows, and communication practices.
• Partnered with Sales, Product, Marketing, and Support teams to align customer needs with business objectives.
• Gathered customer feedback to support product improvements and enhance the overall customer experience.

Customer Service Representative at Neighborhoods.com (2016-08 – 2018-09)

• Supported customers across phone, email, chat, and social media with information about listings, neighborhood data, and platform features.
• Processed orders and managed billing for premium services and reporting products.
• Resolved customer issues and escalations while maintaining a positive and solution-oriented experience.
• Guided users on platform navigation, home search tools, and available neighborhood insights.
• Shared customer feedback and recurring issues with internal teams to support product and service improvements.
• Followed billing procedures, privacy standards, and company policies to ensure accurate and compliant support.

Customer Hero at SpotHero (2017 – 2018)

• Provided customer support across phone, email, chat, and social media related to parking reservations and booking issues.
• Managed reservation updates, payment processing, refunds, credits, and billing discrepancies.
• Resolved customer complaints and escalations quickly while maintaining service quality.
• Educated customers on how to find, reserve, and manage parking through the platform.
• Collected customer feedback and shared recurring issues with cross-functional teams to improve the user experience.