Cobey Cross

Built and maintained the customer education infrastructure that supported IncQuery's growth from 3 to 65 employees across a fully remote, global team.

Created 80+ knowledge base articles in HubSpot, translating complex survey logic, platform workflows, and edge cases into clear, searchable documentation that shifted the most common support questions to self-service. The knowledge base remains in

Supported adoption of a database performance monitoring platform by helping users understand system behavior, configure their environments, and resolve technical issues.

Documented recurring problems and configuration patterns to build internal knowledge resources and improve consistency across the support team.

Worked closely with Engineering to investigate complex platform issues and transla

Helped launch and administer Customer Education University, a structured 4-week online training program built and delivered on the Learndot LMS platform, designed to help customers learn the system effectively.

Developed the standard product demo for Learndot and led a full redesign of the demo environment, building content and data specifically engineered to represent the platform's capabilities

Led development of a complex internal quoting tool adopted by the entire international sales team, coordinating across Sales, Finance, and Product to capture pricing logic, module dependencies, and packaging rules that had previously made accurate quoting nearly impossible.

Configured and maintained product trial environments across all eight Halogen Talent Management modules, ensuring accurate a

Prospecting new sales for logistical services and technical furniture through networking and cold calls. Spearheaded several new marketing initiatives. Created Marketing material and messaging to social media sites Twitter and LinkedIn

Single point of contact for client's $2M annual instrument service contract. Responsible for customer success concerning the maintenance of instrumentation

Accomplishments:
• Negotiated multiple contract renewals
• Crafted sales strategy
• Exceeded growth quota yearly
• Constructed problem-solving processes
• Created informative customer-facing metric presentations
• Reduced Accounts Receivables

6-month role held concurrently with National Account Manager position
Manager of team and process relating to the relocation of scientific equipment. Coordinated team of movers to pack, shipping, and tracking critical instrumentation

Accomplishments:
• Scheduled, managed, and educated sub-contractor personnel
• Completed project one month ahead of schedule
• Created new multi-faceted process
• De

Provided direct customer support while embedded on client's site to end users, administration, and senior executives regarding scientific instrument maintenance

Accomplishments:
• Educated end user on program processes
• Increased customer satisfaction
• Grew program revenue
• Created cost savings events

Apr 2022 · Expired Apr 2024

Apr 2022 · Expired Apr 2024

Nov 2015