Teams at Second Nature

Design and run post-sales enablement across Implementation, Customer Experience, Support, and Data Management to shorten time-to-value, boost activation and adoption, improve resident support, and standardize data flows. Build playbooks, training, knowledge bases, asynchronous content, and feedback loops; partner cross-functionally to measure program impact and drive continuous improvement.

Lead and coach a team of Implementation Managers to drive high-volume client activations, standardize workflows, track KPIs (TTV, CSAT, activation), resolve escalations, and coordinate cross-functionally to ensure scalable, successful onboarding.

Own and improve Command Center's core onboarding, activation, and enrollment workflows. Define product vision and roadmap, partner cross-functionally, drive digital transformation away from manual processes, measure impact with data, and use AI-assisted practices to accelerate delivery while enabling other teams to build on the platform.