At CINC Systems, I guide B2B SaaS customers through onboarding, platform walkthroughs, and product adoption. I deliver tailored training and review meetings to help customers use the platform with confidence and independence.
I maintain a 4.5/5 CSAT score and 40% First-Contact Resolution rate while managing 55+ weekly support tickets. I reproduce reported issues, document replication steps, and work with Development and Engineering to track bugs and verify fixes.
I also recommended a newly deployed feature to a client whose third-party invoicing tool conflicted with the platform, then followed up with the account CSM until the client adopted it. I use LLMs daily to improve documentation and speed up resolutions, checking outputs against the knowledge base.
