Brandon Small

Owns client discovery, curriculum, delivery, and business operations for a mindset coaching practice serving professionals, athletes, and entrepreneurs. Designed the ABC Framework, progress tracking, and accountability cycles to translate client goals into structured action plans.

Translated business goals into requirements, decision logic, and phased rollout plans for a GenAI Assistant and five Agentforce agents. Drove 80% GenAI Account Summarization pilot adoption across 300 CSMs in 90 days through enablement guides, prompt libraries, and workflow integration.

Led business delivery of a Customer Health Score recommendation widget and internal Technical Account Manager approval experience, from requirements and decision logic through UAT and ownership handoff. Built 40+ personalized customer lifecycle programs across 10 SaaS product lines.

Owned onboarding, marketplace integrations, support, and customer relationships for 250+ ecommerce clients, maintaining 100% retention. Authored 30 SOPs covering onboarding, integrations, and escalation handling, reducing onboarding time 40%.

Independently managed overnight operations, member experience, issue resolution, and consultative sales for 50+ members per night.

Executed retail-client marketing plans through four business-model pivots. Delivered email campaigns reaching 90,000+ combined subscribers and grew social following 250%.

Supported 18,000+ guests per game across 40+ sold-out events, coordinating issue resolution with Security, Operations, and Box Office.

Facilitated youth programming, team-building, and values-based activities while maintaining participant safety.

Resolved 400+ hardware, software, and network support tickets. Managed event audiovisual workflows and trained student IT workers.

Supported constituent services, casework triage, office operations, and a public jobs rally.

Entered thousands of census records, supported housing newsletters, and designed an interdepartmental filing system improving client-file retrieval.

Earned a Strategic Artificial Intelligence Certification from the University of California, San Francisco in January 2025.

Bachelor of Science in Business Marketing from Lasell College, completed in 2016.

Achieved the Salesforce Trailhead Ranger rank and the Business Administration Specialist Superbadge.

Certified Life Coach, accredited by the Association for Coaching, completed in December 2025.

Studied International Business and Marketing at Universidad Pablo de Olavide in Seville, Spain.

Earned a Digital Marketing Certification from California State University, Chico in September 2023.