Caroline Burger

Led hands-on onboarding and implementation for 100+ SMB customers, designing kickoff blueprints to accelerate time-to-value. Hosted weekly live training sessions, created customer enablement resources, and maintained high CSAT through proactive account reviews.

Provided remote administrative and operational support for small businesses, managing high-volume communication queues across email, live chat, and phone. Managed client escalations calmly and improved internal customer tracking workflows to reduce response times by 25%.

Served as the primary post-signup advisor for 40+ mid-market SaaS accounts, driving platform adoption and long-term retention. Translated email deliverability and API integration concepts into step-by-step guidance and partnered with Product and Engineering to resolve critical platform issues.

Conducted deep discovery and qualification onboarding for 15+ enterprise and mid-market accounts monthly to align client goals with platform capabilities. Improved platform expansion opportunities and mentored junior team members on client qualification frameworks and engagement best practices.

Proactively managed a portfolio of 20+ active accounts weekly by auditing account health metrics to identify risks and maximize retention. Reduced user churn by 20% through early identification of misaligned clients and swift corrective workflow solutions.

Delivered engaging lessons tailored to diverse audiences under tight time constraints by translating complex information into practical instruction. Adapted quickly to dynamic classroom environments while maintaining communication and problem-solving under pressure.

Managed a high-volume queue of patient and provider interactions across digital helpdesk channels with HIPAA-compliant communication. Achieved strong first-contact resolution results, created knowledge base resources and response templates to reduce ticket handling time, and de-escalated critical issues with empathy.

Managed a portfolio of 40+ SMB client accounts as the primary point of contact to maximize platform adoption and utilization. Diagnosed adoption bottlenecks and led account optimization campaigns that increased user engagement by 65%.

Guided 20+ new SMB clients through initial onboarding and software implementation to ensure accurate configuration and fast time-to-value. Created data-driven reporting frameworks and supported early user adoption through walkthroughs of core product features.

Earned a Bachelor of Arts from the Walter Cronkite School of Journalism and Mass Communication at Arizona State University, completed in December 2015.