Customer Operations Manager at StorSuite (formerly Phyrem) (2025-11 – Present)
Inc. 5000 vertical SaaS company serving self-storage operators
- Cut onboarding for the core SaaS product from over 500 tasks to roughly 40, and the timeline from six weeks to two, by rebuilding it into reusable, automated templates.
- Built onboarding from scratch for the Marketing and Tenant Protection product lines, partnering with department leaders to replace scattered, untracked spreadsheet tasks with standardized, trackable workflows.
- Own the full B2B client lifecycle across four product lines (tenant-engagement software, PMS-integrated websites, marketing, and tenant protection), onboarding 10 to 20 new clients per month while managing onboarding capacity against a lean team's throughput limits.
- Coordinate every client handoff across Sales, Technical, and Marketing, serving as the connective point that keeps a lean team aligned and turns separate touchpoints into one consistent client experience.
- Serve as each client's primary point of contact for retention and expansion, running monthly performance reporting, recurring account reviews, renewal negotiations, and upsell conversations across the product suite.
- Lead a 3-person offshore support and onboarding team resolving 40 to 60 cases per month at a ~4-day average, plus a 5-developer team delivering on a third-party client contract.
- Drive the team's AI adoption, building an AI-enabled support chatbot and deploying an AI agent that mines resolved tickets to surface recurring issues and root causes for product and operations.
- Own churn and offboarding end to end, feeding root-cause findings back to leadership to inform decisions and improve the client experience.
- Maintain the SOP and knowledge base library and refine workflows through process mapping and performance metrics, keeping documentation aligned with compliance and quality standards.
Technical Support Manager at StorSuite (formerly Phyrem) (2024-11 – 2025-11)
Inc. 5000 vertical SaaS company serving self-storage operators
- Built the company's technical support function from zero, standing up one centralized operation to replace scattered inboxes where requests were routinely lost, and hiring and leading a 3-person offshore team to run it.
- Architected and deployed Zoho Desk as the central support hub, with escalation rules, automated routing, and workflows that ensure every request is captured, assigned, and resolved.
- Became the internal subject-matter expert on the full product suite, the go-to resource for the toughest client-facing technical issues.
- Learned and supported a wide stack of third-party and internal systems at speed (Yext, Vendasta, Usepastel, AWS, Namecheap, GoDaddy, PMS integrations, and the internal platform), and used Postman to validate API data against what rendered on client sites, catching disconnects between the two.
- Rescued an at-risk marketing deadline affecting 25 clients across more than 100 locations, coordinating across teams to deliver on time.
- Launched a company-wide chatbot and web chat that improved the customer experience and turned support touchpoints into a lead-capture channel.
- Authored scalable SOPs for every support workflow, centralized them in Zoho Learn and Google Drive, and migrated manual uploads to automated templates in Zoho Projects.
Logistics and Procurement Manager at StorSuite (formerly Phyrem) (2024-01 – 2024-11)
Inc. 5000 vertical SaaS company serving self-storage operators
- Deployed the company's entire Zoho One platform during a four-company merger, working alongside the CTO to configure account architecture, user provisioning, and permissions and build out Desk, Projects, Sprints, SalesIQ, Learn, CRM, Analytics, and Forms.
- Continued to own daily operations and executive support for the owner through the merger transition, keeping the business running while formally leading logistics and procurement.
- Trained the new hires brought in to absorb the operations and support responsibilities built in prior roles, documenting workflows so the handoffs held.
- Stood up the logistics and procurement function from scratch during rapid expansion, writing job descriptions, hiring, and training a team grounded in IoT operations.
- Owned the end-to-end supply chain from procurement to delivery, negotiating supplier contracts and vendor relationships that protected quality, reduced spend, and kept fulfillment on time and compliant.
- Assessed the warehouse operation against the SaaS product's needs and recommended winding it down when its cost no longer served the business, a recommendation leadership adopted.
Business Operations Manager at Phyrem LLC (2023-03 – 2024-01)
Early-stage IoT tech startup, later merged into StorSuite
- Ran daily operations as the only stateside employee alongside the CEO, covering sales support, onboarding, customer support, HR, and executive support as the founder's right hand.
- Helped secure $500,000 in expansion funding, building the proforma and presentations that helped land a four-company merger.
- Delivered a 100-facility client onboarding over three months, and won the deal in the first place by proposing an alternative revenue-share model that got the agreement over the line.
- Mapped the company's entire client onboarding process end to end, building the 500-step framework later streamlined into StorSuite's onboarding.
- Built and retained an offshore team of roughly 15 developers and support staff through hiring, training, and hands-on employee relations.
- Owned monthly offshore payroll of up to $50,000, managed a company purchasing card, and partnered with a third-party accounting firm to keep the books balanced.
- Managed the company's intellectual property, filing and maintaining trademarks and supporting the founder through a patent filing.
- Planned and staffed trade shows as a vendor, owning logistics from booth to follow-up.
Administrative Assistant & Office Manager at Phyrem LLC (2023-01 – 2023-03)
Early-stage IoT tech startup, later merged into StorSuite
- Managed client invoicing through Stripe and QuickBooks, processed expense reports, and oversaw contract creation and vendor payments.
- Kept daily operations running: correspondence, CRM databases, inventory audits, office policies, and e-sign workflows.
Various Administrative & Operations Roles at Southwest Cargo, Eagle Transportation, Sierra Auction, Mister Car Wash, Arizona Student Unions (2017 – 2023)
Multiple organizations
- Held recruiting, office management, logistics, IT shipping, and training roles across five organizations, building the operational foundation for later management positions.
