Mary Elizabeth Handsaker

• Own day-to-day client success and support for a B2B software startup, supporting over 600+ businesses and clients in understanding and implementing the product effectively.
• Maintain consistently high client satisfaction, with a 24-hour response standard and issue resolution typically completed within 3–4 days.
• Lead onboarding and strategy calls to orient clients, clarify goals, and ensure successful adoption.
• Act as the primary liaison between clients and product engineering, translating client needs into actionable feedback and explaining technical constraints in clear, accessible language.
• Independently manage the client success function with minimal oversight, tracking support metrics and reporting patterns, outcomes, and improvement opportunities.
• Identify recurring client friction points and collaborate cross-functionally with product and marketing to improve workflows, documentation, and user experience.
• Create educational and support materials (articles, tutorials, videos) that proactively reduce confusion and increase client confidence.

• Oversaw backend systems, partnerships, and communications to support the organization’s transition to nonprofit status.
• Managed relationships with internal teams and external partners to ensure smooth coordination across programming and event production.
• Developed systems and processes that improved operational clarity and supported sustainable growth.
• Led social media planning and newsletter editing to ensure consistent, mission-aligned communication with the public.

• Provided coaching-based support to refine brand identity, mission, and client experience for a professional painting studio.
• Designed and delivered workshops, retreats, and educational courses, supporting both client engagement and business growth.
• Led course creation and curriculum development, translating expertise into structured, accessible learning experiences.
• Implemented streamlined administrative and operational systems to reduce friction and support follow-through.
• Crafted marketing, program, and email copy aligned with brand voice and values.

• Manage high-touch, bespoke client projects from intake through completion, working primarily with individuals on custom, project-based engagements.
• Own project scoping, timelines, deliverables, and ongoing client communication to ensure clarity and follow-through.
• Translate client needs into structured plans, guiding projects through execution while managing expectations and revisions.
• Balance multiple concurrent projects while maintaining a steady, organized workflow and consistent client experience.
• Ensure projects are delivered on time, aligned with scope, and completed to client satisfaction.

• Designed and implemented operational systems to improve workflow efficiency and inventory management for a sustainable jewelry brand.
• Collaborated with internal teams to align systems with company culture and growth goals.
• Trained staff on new processes to ensure adoption and long-term effectiveness.
• Supported e-commerce operations and backend workflows to improve the customer experience.

Skills & Tools

• Client-facing communication and support across high-volume, multi-threaded environments
• De-escalation, expectation-setting, and clarity-driven problem solving
• Ownership of support workflows, escalation paths, and response standards
• Pattern recognition across client issues, questions, and friction points
• Reporting on support trends, outcomes, and retention-related signals
• Strong judgment in prioritization, escalation, and follow-through

• Designing, implementing, and refining internal SOPs for client support and education
• Building and maintaining documentation, help content, and educational resources to reduce repeat questions
• Managing workload and priorities autonomously within established systems
• Translating complex or technical concepts into clear, client-ready guidance

• Ongoing collaboration with product, engineering, and marketing teams
• Acting as a bridge between client needs and internal execution
• Contributing insights that inform product improvements, workflows, and client experience

• Implementing and refining AI-supported workflows for client support and education
• Using AI tools (including ChatGPT) to draft, refine, and scale client communication responsibly
• Monitoring accuracy, tone, and effectiveness of AI outputs
• Applying judgment around when automation supports clarity and when human support is required

• Google Workspace (Docs, Sheets, Gmail, Calendar)
• Project management tools (Asana, Notion, and others
• Support and CRM tools (Zendesk, Intercom, and HubSpot)
• Course and knowledge platforms (Kajabi, Teachable)
• Reporting and dashboard tools (experience working with metrics, trends, and performance views)
• Slack and internal communication tools
• Content and video support tools as needed for education and documentation

Education & Continuing Education

• Social Media Manager Course, ilovecreatives
• Email Marketing Course, ilovecreatives

References