Chelsea Keener

Manage SMB, MM, Enterprise accounts. Own full cycle: integration & onboarding → adoption → renewal & expansion. High-touch for Ent (custom builds, onsite visits) + scalable playbooks for SMB/MM (User Guide, help docs). - Lead integrations, onboarding, biz reviews, and goal tracking - Manage CS ops/support (Intercom, Sentry, Supabase) - AI prompt engineering to deliver custom medical record templates to customers - Drive retention & expansion via proactive renewals/upsells - Use DB & backend tools (Supabase, Retool, Pendo) for usage analysis, adoption plays, trend insights - Assist Product & Eng on testing, bug triage, product rollouts - Collaborate w/ Marketing on customer case studies, testimonials, TopDoc program Projects: - Developed user guide

-Developed CS playbook for enterprise clients -Facilitated a smooth customer journey, from onboarding through renewal -Build customer relationships that lead to long lasting partnerships -Conduct QBRs for platform changes, product adoption, feedback, and ensuring client success -Collect feedback for review with Product Team -Quantify customer satisfaction through NPS -Work collaboratively with Sales, Product & Marketing for improving product and the customer journey Special Projects: -Organize Customer Advisory Board quarterly meetings -Lead planner for Annual Users' Conference

-Built custom CRM system on FileMaker Pro software for tracking client information -Web development using Wordpress -Social Media Management

-Prepared client financial disclosures (Income & Expense Declaration and Schedule of Assets & Debts) -Prepared files for court -Worked with clients for document gathering -Created legal documents and submitted for court filing -Observed and assisted attorneys in court hearings and trials

-2009-2011 & 2013 summers spent assisting with accounts payable and billing, handling and writing checks, completing bank reconciliations, and filing.