# Senior Account Management & Customer Success Leader Location[United States](https://jobicy.com/resume-region/united-states.md)Rate, USD $65 / hourWork schedule Full Time, Links Language skills EnglishAvailable for Hire Yes [Hire me](#resume-dialog) Save Log in to save ## About me I am a senior customer success, technical account management, and partner operations professional with 20+ years of experience supporting enterprise accounts, SaaS-style platforms, travel technology, web operations, and customer-facing technical solutions. My background includes supporting 1,500+ Travelocity partner accounts and enterprise brands such as AAA, American Express, and Kayak. I have served as a technical liaison and trusted advisor for partner portfolios, with experience in account lifecycle management, onboarding, escalation handling, stakeholder communication, platform adoption, QA, analytics, and operational process improvement. I combine customer-facing leadership with strong technical understanding. My hands-on experience includes Salesforce, Jira, [hidden link], GA4, Google Tag Manager, Google Search Console, SQL, HTML, CSS, JavaScript, PHP, WordPress, WooCommerce, Shopify, Cloudflare, QA testing, and website optimization. In my self-employed role with BTB Web Designs, I manage long-term client relationships, website operations, technical support, optimization, QA, and platform improvements across 200+ WordPress, WooCommerce, and Shopify websites. I have supported 1,000+ digital projects and helped improve lead generation by 20%+ through SEO, UX, landing page optimization, and conversion-focused improvements. I am currently targeting remote or South Florida-based roles such as Senior Customer Success Manager, Technical Account Manager, Account Management Lead, Partner Success Manager, Customer Operations Manager, or SaaS Account Manager. I am strongest in roles that need someone who can manage relationships, solve technical problems, improve processes, and communicate clearly with customers, partners, and internal teams. ## Professional area ### [Admin & Virtual Assistant](https://jobicy.com/resume-category/admin.md)[Customer Support](https://jobicy.com/resume-category/supporting.md)[Developer & Engineer](https://jobicy.com/resume-category/dev.md)[Management & Operations](https://jobicy.com/resume-category/management.md)[SEO](https://jobicy.com/resume-category/seo.md)[Web Analyst](https://jobicy.com/resume-category/web-strategy.md) ## Skills ### [Account Management](https://jobicy.com/resume-skill/account-management.md)[Client Relationship Management](https://jobicy.com/resume-skill/client-relationship-management.md)[CSS](https://jobicy.com/resume-skill/css.md)[Customer Retention](https://jobicy.com/resume-skill/customer-retention.md)[Customer Success](https://jobicy.com/resume-skill/customer-success.md)[Data Analysis](https://jobicy.com/resume-skill/data-analysis.md)[Google Search Console](https://jobicy.com/resume-skill/google-search-console.md)[Google Tag Manager](https://jobicy.com/resume-skill/google-tag-manager.md)[HTML](https://jobicy.com/resume-skill/html.md)[JavaScript](https://jobicy.com/resume-skill/javascript.md)[Jira](https://jobicy.com/resume-skill/jira.md)[MySQL](https://jobicy.com/resume-skill/mysql.md)[Onboarding](https://jobicy.com/resume-skill/onboarding.md)[PHP](https://jobicy.com/resume-skill/php.md)[Process Improvement](https://jobicy.com/resume-skill/process-improvement.md)[Salesforce](https://jobicy.com/resume-skill/salesforce.md)[SEO - Search Engine Optimization](https://jobicy.com/resume-skill/seo.md)[Shopify](https://jobicy.com/resume-skill/shopify.md)[SQL](https://jobicy.com/resume-skill/sql.md)[WordPress](https://jobicy.com/resume-skill/wordpress.md) ## Education Aug 1999 - Jun 2001 Bachelor of Business Administration in Information Systems / Computer Programming @ DeVry University Completed a Bachelor of Business Administration with a focus in computer programming, systems analysis, business technology, and applied software concepts. Coursework supported a career foundation in technical troubleshooting, web platforms, database concepts, customer-facing technology support, and digital operations. ## Experience May 2005 - Present Digital Operations Manager / Client Platform Lead @ BTB Web Designs (Self-Employed) Managed long-term customer relationships, website operations, technical support, optimization, QA, and platform improvements across 200+ WordPress, WooCommerce, and Shopify websites. Led delivery across 1,000+ digital projects, guided onboarding and discovery, coordinated vendors and stakeholders, implemented analytics and tracking, conducted QA testing, and improved lead generation by 20%+ through SEO and UX improvements. Aug 2024 - Feb 2026 Operations & Technology Lead @ Kisco Senior Living Reduced issue resolution time by 60% by redesigning workflows, improving intake handling, strengthening team coordination, and standardizing operational follow-up. Coordinated cross-department requests and supported internal systems, technology usage, troubleshooting, and process improvements. May 2017 - Aug 2018 Technical Project Manager / Operations Lead @ 3C Interactive Managed delivery of enterprise SaaS and digital initiatives by translating business requirements into project tasks, technical coordination steps, QA plans, timelines, and support workflows. Coordinated development, QA, operations, and business stakeholders and improved workflow handoffs and onboarding processes. May 2005 - Aug 2014 Senior Technical Support Manager / Technical Account Lead @ Travelocity / World Choice Travel Served as primary technical liaison and trusted advisor for 1,500+ partner accounts, supporting onboarding, troubleshooting, account lifecycle management, and operational coordination. Led technical support for enterprise travel partners, supported white-label platform operations, used SQL and analytics for monitoring and troubleshooting, and created onboarding materials and training resources. ## Recommend this talent ## Related resumes * [![Photo](https://jobicy.com/react/themes/app/images/candidate.png) Customer Operations AssociateCanadaI am a customer operations and customer support professional with more than 6 years of experience helping customers across insurance, transportation, and retail environments. I have built my career around…](https://jobicy.com/cv/id148584.md) * [![Photo](https://jobicy.com/react/themes/app/images/candidate.png) HR SpecialistChinaI am an HR professional with a strong focus on compensation, performance management, and organizational development. 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