Client Success Lead

Manage a portfolio of more than 50 state and local government clients using Tyler's ERP platform, serving as the primary point of contact for onboarding, adoption planning, quarterly business reviews, and renewals. Identify expansion opportunities by analyzing usage trends and unmet client needs, then partner with Sales to grow account value through additional modules and seats.

Built and maintain a health-score alert that flags accounts below 65 and a 30-day renewal reminder that tracks the latest client touchpoint. Onboard new clients with workflow-specific training and adoption milestones that reduce early support escalations and accelerate time to value during the first 90 days.

Delivered end-to-end ERP implementations for state and local government clients, owning system configuration, data migration, go-live execution, and SLA-driven testing and validation from kickoff through production handoff. Partnered with Client Success, Product, and Engineering to translate client requirements into configured solutions and ensure clean implementation handoffs.

Authored configuration guides, troubleshooting playbooks, and knowledge base articles in Confluence to reduce repeat support inquiries and shorten resolution times. Ran user acceptance testing and quality assurance across deployments, documenting defects in Jira before go-live to prevent post-launch disruptions and keep release timelines on track.

Delivered instruction to K-12 classrooms of more than 20 students across multiple subjects and grade levels. Adapted lesson plans on short notice to maintain continuity, keep students engaged, and meet assigned teachers' learning objectives.

Maintained structured classroom environments by managing routines, transitions, and student behavior. Kept lessons on schedule and ensured instruction was delivered without disruption.

Managed daily operations and a team of five to seven employees, including scheduling, training, shift coverage, and floor decisions during peak hours, weekends, and high-traffic sale events. Operated POS systems, tracked inventory, and prepared sales reports.

Used weekly sales data to inform purchasing, restocking, and pricing decisions. Trained and onboarded new hires by developing standardized training materials and shift procedures that maintained service quality and reduced ramp time during staff turnover and seasonal hiring.

Graduated Magna Cum Laude. Awards and honors included Dean's List and Outstanding Finance Student Award. Relevant coursework included Financial Analysis, Systems Analysis, Business Communication, IT Project Management, and Risk Management.