At KnowledgeOwl, I negotiated and executed contracts for Business and Enterprise-tier customers, tracked customer adoption and feedback metrics, and monitored product usage to help prevent churn. In collaboration with a co-lead, I doubled monthly customer growth from 2023 to 2024.
At Podia, I built the Customer Support team from one to eleven and created its onboarding process. I also developed customer education resources and used Intercom automations to reduce chat volume by 30%.
Earlier, at the University of North Carolina – Lineberger Comprehensive Cancer Center, I managed program budgets and financial reporting, coordinated institutional events, and built research-core surveys in Qualtrics. At Craftsy, I supported customers and contributed to product education and the SPOT customer program.
