Customer Success · Itron
I help integrate new clients into Itron's SaaS ecosystem, including Storm Manager. Onboarding, retention, and product demos — the full lifecycle of making sure customers get value from the platform.
Eleven years working with customers has taught me one thing: people stay when someone is actually there for them. Listening, fixing what's broken, and making sure the product works for them.
I help integrate new clients into Itron's SaaS ecosystem, including Storm Manager. Onboarding, retention, and product demos — the full lifecycle of making sure customers get value from the platform.
Built the onboarding workflow my current team uses at Itron, and vetted CRM and VoIP systems specifically for my team to find the right fit. At Amwell, the focus was on the systems and tools that powered customer support — dashboards, reporting, and escalation flows that helped the team move faster.
Using AI to build agents and automated tools. First project: a mobile tower defense game built with Claude Code. Current project: a CRM blueprint I tailor to each team through investigative work — so businesses can own a tool built around their actual workflow instead of paying ongoing subscriptions for something generic.
Focused on customer implementation and onboarding, with regular premium feature demos. Rolled out HubSpot CRM and Aircall VoIP across support and account management — gave the team better visibility into accounts and made follow-up easier. Demos and feature upsells contributed to renewed contracts, new business, and annual growth across my book.
Oversaw the White Glove program — Amwell's dedicated onboarding service for new enterprise clients, which became the standard way we launched accounts. Built real-time Looker dashboards and managed visit volume reporting. Used the data to spot connectivity issues providers were having and put together plans to address them at the source.
Managed 10 enterprise health-system clients and renewed $18M in contracts. Worked with JSON mapping for integrations and dug into Twilio reporting to debug call and connectivity issues. Tracked the issues that came up most often and brought them back to Product and Devices to fix. Spent real time on-site with clients — that presence is what made the renewals happen.
Installed kiosks and tablets at hospital locations across hospital systems and troubleshot them in real time. On-call nights and weekends as needed. Dug into Twilio reports and worked with the Devices and Product teams to fix client issues — both software and hardware — inside hospital environments. When critical telehealth devices failed during COVID, I was the go-to person for 2,000+ hospitals. That work helped earn Amwell the #1 Telehealth Satisfaction ranking from JD Power in 2020.
Worked as a Level 2 NOC agent. Handled clinician onboarding in the system and troubleshot devices day-to-day. Managed tickets through Salesforce and handled call escalations when issues couldn't be resolved at L1.
Brought in 48 new clients with $65M in accounts and credit by listening first and pitching second. Worked closely with Wealth Management and Merchant Services to cross-sell — handling credit applications for business owners and driving year-over-year returns through new books of business. Cross-sold $30M/year using the same listen-first approach. Trained junior bankers to do the same. Our center finished top-3 in the Cambridge West Market.
Acted as the single point of contact for personal banking customers — coordinating with Wealth Management, Merchant Services, mortgage, and investing teams instead of bouncing customers between departments. Brought in new business through cross-sells and credit applications, and built relationships that delivered repeat business and year-over-year returns.
Product expert for residential solar energy. Sold and booked new business through field visits and consultative selling.
Started as a mobile sales rep for a Verizon authorized retailer — won multiple "Sales Rep of the Month" awards for new plans sold. Promoted to Sales Manager of my own kiosk in 2014, managing 3 employees. Hit bi-weekly and monthly sales quotas, ran inventory audits, handled cash and POS, and recruited and trained new hires. Managed schedules, resolved employee issues, and coordinated with district managers and corporate. Where I learned to sell, lead a small team, and run a P&L.
Selected work from the last few years where I led the strategy, evaluation, and rollout — not just the execution.
After ten years using HubSpot, Salesforce, and other CRMs as an account manager, I started building a CRM blueprint — a foundation that gets tailored to each team through upfront investigative work.
What's different: Instead of paying a monthly subscription for a flagship product you have to learn, you get a CRM built around how your team actually works. Account health on the home page, follow-ups that surface before they slip, renewal info next to the customer relationship, and feedback captured in the customer's own words.
Why: Every CRM I've used did 80% of what account teams needed and required heavy customization for the last 20%. Why pay ongoing for a generic tool when you can own one built specifically for your workflow?
A server-authoritative multiplayer tower defense game with three playable races, 18 unit types, base upgrades, race-specific special mechanics, and a solo AI opponent — designed and shipped phase-by-phase by me, with Claude Code writing the actual code.
My role (Product Owner & Technical PM): design the mechanics and economy, draft multi-page implementation briefs for each release phase (architecture decisions, file maps, edge-case handling, manual run-steps), prompt-engineer and direct the AI through the build, and QA every drop. What the AI ships: the Phaser client, the Colyseus multiplayer server, the in-game AI opponent, state-sync schemas, and the test harness — across 10+ structured phases so far.
Why it's on this site: it proves I can scope, specify, and ship real software using AI as a co-developer — a skill I increasingly bring to my account-management work, where translating customer needs into precise technical specs is most of the job. Same muscle, new tooling.
The team was managing client communications through Zoom and manually logging every note — context-switching and admin overhead were eating account-management time.
I led a structured evaluation across HubSpot, Salesforce, HappyFox, Aircall, Dialpad, RingCentral, and Nextiva — landing on HubSpot + Aircall for their tight integration and ease of use. The combined stack now centralizes calls, notes, tasks, and reporting in one hub, with marketing/automation capabilities baked in.
Impact: reduced context-switching, faster follow-ups, better visibility into account health, and a scalable foundation for future growth.
Launched a premium client support program: dedicated agents assigned to accounts immediately before and after go-live, with proactive health monitoring, KPI tracking, and weekly client reporting.
The program maintained a 4–6 week high-touch presence post-launch — triaging tickets by severity and business impact, surfacing trends, and giving clients real visibility into system health from day one.
Impact: improved CSAT during onboarding, fewer escalations in critical early weeks, and a new operational bar for post-launch support at Amwell.
Led the rollout of premium paid features across my book of business — partnering with Product on packaging, demoing capabilities live to decision-makers, and aligning timelines so accounts went live without disruption.
Outcome: feature implementations contributing $60K+ in annual contract value, with several key accounts expanding scope mid-cycle.
Built a structured onboarding and training process so every new account and vendor got the same high-quality ramp — regardless of who was running point.
Goal: cut time-to-first-value, reduce repeat questions to the support team, and surface the right product knowledge at the right milestones in the customer journey.
A mix of customer-facing fluency, project execution, and the technical chops to dig into the actual problem instead of paraphrasing it.