• Reduced repetitive email tasks by 30% for 10+ SMB clients using Candle Email Assistant, saving an average of 10+ hours per client per month and improving operational workflows. • Developed and maintained detailed product usage guides and self-service resources, leading to a 40% reduction in support tickets and decreasing resolution time by 2 days on average. • Collaborated with senior stakeholders at universities and law firms to address operational challenges, contributing to $30K in ARR retention through tailored solutions and proactive engagement. • Analyzed client engagement and implemented strategies that resulted in a 25% increase in the adoption of critical features within 60 days of the rollout. • Partnered with marketing and product teams to incorporate client feedback into product updates, enhancing usability and driving client satisfaction, supporting $15K in ARR growth through upsell opportunities.

• Responded promptly to customer inquiries via email, ensuring clear and concise communication to address user concerns and provide effective resolutions. • Maintained ownership of support tickets from initiation to closure, offering consistent updates and ensuring a seamless experience for customers.