• Evaluated and developed strategic growth and operational practices to meet the specific, unique enterprise needs of corporate in-house legal departments
• Owned and managed the post-sales customer lifecycle from onboarding to expansion, including strategic planning, product feedback, customer experience (NPS), user training, and technical escalations
• Enabled continuous learning and process improvement for internal end-users by helping to develop and deliver CRM training and documentation

• Partnered with customer team to design and launch an integrated, centralized digital Center of Excellence
(internal SharePoint website) to improve user onboarding, user management and user training as well as to reduce communication redundancies by 40%
• Cultivated key staff and executive-level customer relationships to drive program strategy including converting at-risk churn to committed renewal
• Scaled product adoption strategies to build a system of engagement that was replicable and applicable across seven high-touch government accounts valued at over $3 million

• Conceptualized and implemented a consistent and more thorough customer onboarding experience that included a step-by-step checklist, images of the medical equipment kit, an overview of the onsite dental service,
HIPAA compliance, and recommended KPIs to evaluate program impact and success
• Established and developed strategic customer relationships with over 25 SMB and Enterprise accounts to drive long-term activation, adoption, expansion, and retention of the mobile dental program throughout the service lifecycle
• Collaborated with product and clinical teams to ensure a safe and smooth dental care experience before, during, and after onsite service

• Developed trusted advisor relationships with 14 high-touch government customers to deliver long-term value through transparent communication, setting clear expectations, understanding how to work within the resource-limited public sector environment, and shaping creative solutions that leveraged existing agency assets
• Improved growth and retention through executive business reviews to assess customer satisfaction, tracking overall progress against program/project objectives, and gathering ongoing feedback on product needs
• Collaborated with sales and implementation teams to increase replicable customer use and adoption of cloud platform solutions

• Advised the CEO on leadership best practices, conflict mediation, crisis communications, operational efficiency, executive relationship management, as well as senior personnel management, to ensure transparent and consistent executive decision-making
• Drove enterprise-wide strategic planning with executive leadership and staff as well as created and implemented employee engagement strategy through cross-departmental collaboration including workshops and town halls
• Designed and supervised change management initiative with cross-functional staff resulting in the transformation of a manual, labor-intensive, paper-based process into a metrics-based, digital workflow

• Researched and crafted strategic policy to address the professional and educational needs as well as opportunities for highly skilled immigrant workers and advocated for positive policy changes impacting local immigrant communities in Washington State

• Established and maintained positive, productive partnerships with federal, state, local, and voluntary agencies and organizations as well as subject matter experts participating in disaster recovery operations
• Analyzed agency policies under relevant regulations and laws to draft disaster analysis reports providing final recommendations to senior federal officials in support of the federal funding decision-making process
• Managed two-person strike team, overseeing regulatory review and delegating key tasks to deliver comprehensive findings under tight 24-48-hour deadlines during Hurricane Irene operations, ensuring evidence-based analysis across all work products