Courtney Muir

Lead multiple client implementations from kickoff through go-live, including configuration, workflow design, data preparation, integrations, training, and post-launch coordination. Built a repeatable onboarding and launch system and identify recurring customer friction to drive improvements.

Managed onboarding and implementation, guiding rescue organizations through setup, configuration, data preparation, workflow decisions, training, and launch while documenting requirements and coordinating work across internal teams.

Led customer success and support operations for a mixed SMB and enterprise SaaS customer base, scaling from a two-person team to a six-person team. Implemented Zoho CRM and improved escalation practices, metrics, and documentation standards.

Owned end-to-end customer experience across onboarding, support, and ongoing success, improving workflows, service standards, and escalation handling. Translated customer feedback into product improvements and supported integrations using REST API and SCORM concepts.

Built the Partner Alliance Program, growing the network by 156%, and managed partner onboarding, enablement, technical coordination, and support. Helped expand customer and partner integrations by 350% and completed API Technical Writing training.

Managed software implementations from planning and configuration through delivery, training, user adoption, and post-implementation support. Mapped customer workflows and coordinated requirements and internal resources to resolve product and process gaps.

Progressed from hands-on software support into department leadership, investigating product and workflow issues and managing escalations. Built and trained the support team and developed processes and documentation to improve consistency.

Completed leadership foundations training.

Completed a practical project management course.

Completed API Technical Writing training covering REST, JSON, and XML.