Open to opportunities

Awaken Legacy

@awakenlegacy

Message

Personable Customer Support Specialist with 6+ years in SaaS.

United States

Message

What I'm looking for

I seek a role that values collaboration and innovation, with opportunities for growth.

I am a strategic account manager with over six years of experience in delivering exceptional customer support for SaaS POS platforms. My journey has been marked by a commitment to empathy-first communication and a talent for resolving complex issues swiftly. I have managed a $15M portfolio of mid-market clients at Square, where I partnered with cross-functional teams to enhance onboarding processes and improve seller retention by 18% year-over-year.

My role involves leading quarterly business reviews with C-suite clients, presenting data-driven strategies to expand usage and identify upsell opportunities. I take pride in creating tailored playbooks for various verticals, achieving a remarkable 35% adoption rate across new accounts. My collaborative efforts with marketing and customer experience teams have resulted in successful retention campaigns, showcasing my ability to drive engagement and satisfaction.

Experience

Work history, roles, and key accomplishments

Current

Strategic Account Manager

Current

Square (Block, Inc.)

Jan 2023 - Present (2 years 6 months)

Managed a $15M portfolio of mid-market clients using Square POS, Appointments, Loyalty, and Team Management. Partnered with Product, Risk, and Engineering teams to co-create onboarding flows and improve seller retention by 18% YoY.

Square POS SaaS Cloud POS Account Management Risk Management engineering collaboration QBRs Data Analysis

Current

SaaS CS Specialist

Current

Square (Block, Inc.)

Jan 2021 - Present (4 years 6 months)

Resolved an average of 80+ tickets/day across email, chat, and phone using Salesforce, Zendesk, and Intercom, with a 95% CSAT and under 2 min avg response time. Delivered Tier 2+ troubleshooting on Square POS, Square Appointments, and Team Management tools.

Salesforce Zendesk Intercom Customer Support Troubleshooting Square POS Square Appointments Team Management

Client Success Specialist

WSB INC

Jan 2020 - Present (5 years 6 months)

Supported key merchant accounts with inventory, staff, and subscription management via POS + SaaS back-office tools. Drove product adoption through webinars, success calls, and proactive outreach during product launches.