Emily Schmitt

Led business operations, strategic partnerships, and compliance efforts (SOC1/SOC2), and oversaw full product lifecycle from discovery to release to improve operational efficiency. Directed vendor/tool evaluations and represented the company at industry trade shows to drive market presence and cost savings.

Built and led the Client Success department, achieving a 96% client retention rate and setting a company record of 49 onboardings in one quarter. Implemented onboarding workflows, managed VIP client relationships, and drove revenue KPIs through forecasting and consultative services.

Led QA strategy and release management for SQL-based SaaS products, implementing manual and automated process improvements and facilitating Agile/SCRUM across teams. Served as gatekeeper for dev/QA to protect delivery timelines while managing compliance and risk activities.

Facilitated Agile processes and release management, acted as liaison between business and product development, and identified customer-driven feature enhancements to improve satisfaction. Coordinated training and change communication for staff on new features.

Led a 12-person Client Success team and managed 90-day implementations for ~75 client accounts achieving ~95% retention. Drove revenue goals, conducted in-person and webinar trainings, and handled de-escalations for high-risk accounts.

Served as sole legacy tester executing manual QA, prepared release notes, and managed support team escalations to maintain product quality during transitions. Developed QA processes and documentation for legacy systems.

Performed payroll data entry and client payroll submissions for legacy payroll system clients, ensuring accurate and timely processing. Supported transition activities related to payroll operations.