Client Success and B2B Operations Leader

Manage six active client relationships across implementation, adoption, follow-up, and ongoing support. Earned repeat business from three customers through responsive communication and delivery.

Built and launched an automated subscription and B2B ordering workflow for The Light Post Letters using Make.com, Stripe, Google Sheets, Google Drive, and a mail-fulfillment API. Defined implementation steps, dependencies, exception handling, and operational handoff documentation.

Developed customer-readiness and self-service strategies for a mobile concierge wellness provider, including service-area clarity, FAQ content, LocalBusiness schema recommendations, and customer-journey website improvements. Trained more than 70 professionals in practical AI adoption across organizations representing over 16,000 community members.

Developing an AI-powered application in Lovable to support fine-dining pre-service readiness, including approved menu knowledge, allergen guidance, service standards, and revenue-focused pre-shift workflows.

Meet with hospitality CEOs, executives, chefs, and food-and-beverage directors to understand operational needs, validate workflow requirements, and inform product development. Translate operator input into workflow concepts, documentation needs, and AI-supported service-readiness tools.

Supported beta use in a Pittsburgh hospitality environment.

Served as liaison between leadership and a distributed engineering team, translating business priorities into documented goals, deliverables, and ownership.

Partnered with HR to recruit and rebuild a distributed engineering organization of approximately 12 team members. Participated in interviewing, onboarding, and performance management.

Managed daily operations, workforce scheduling, training, performance management, budgets, vendors, and a team of more than 35 employees. Coordinated front-of-house, production, staffing, and vendor workflows to maintain service continuity and operational consistency.

Managed departmental budgets and operational expenses supporting national accounts. Identified a labor-cost increase, partnered with the Finance Director to create a rolling forecast, and restructured scheduling to help stabilize margin.

Implemented process improvements to strengthen execution, communication, and accountability.

Led and coached a team of Customer Support Specialists serving assigned customer accounts. Established performance expectations centered on SOPs, documentation, and consistent service delivery.

Managed customer escalations and coordinated resolution across sales, operations, technical stakeholders, and customers. Strengthened support workflows, training, documentation, and follow-up practices to improve issue ownership.