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Owns complex Tier 2 and Tier 3 customer support issues for SaaS products, using SQL, logs, sandboxes, and cloud infrastructure knowledge to troubleshoot and resolve problems. Builds customer relationships, documents cases in Zendesk, coordinates with Development, QA, Implementation, and Product teams, mentors junior support staff, contributes to knowledge-base content, and improves support processes. The role also supports implementation-to-production transitions and applies AI tools to enhance support workflows.

Supports the Legal Department by drafting, reviewing, and redlining SaaS contracts; preparing amendments and RFP responses; managing contract intake, storage, exceptions, obligations, renewals, and compliance tracking; and using CLM and AI-enabled tools to improve workflow efficiency. Collaborates with Sales, Finance, and other business units to enable rapid contracting while maintaining risk controls and contributes to legal operations process improvements.

Executes integrated B2B marketing campaigns from brief through launch, follow-up, and reporting. Coordinates email, landing pages, forms, webinars, virtual events, digital assets, segmentation, tracking, QA, and lead routing. Manages webinar logistics and speaker support, monitors campaign performance, conducts testing, and documents improvements. Collaborates with Product Marketing, Demand Generation, Events, Creative, Revenue Operations, and other teams to ensure campaigns are accurate, timely, scalable, and effective.

Leads complex customer implementations and Professional Services engagements from planning through completion. Owns scope, schedules, budgets, governance, quality, and communications while coordinating cross-functional teams and executive stakeholders. The role also mentors Project Managers, facilitates steering committees, leverages AI to improve delivery effectiveness, and strengthens project management standards and customer delivery practices.

Lead North American new-logo acquisition and expansion for a higher-education SaaS provider. Develop and execute sales strategy, build and coach a distributed sales team, own revenue targets and forecasting, optimize sales process and operations, collaborate across GTM and product, engage executives, and represent the company at industry events.