I help customers adopt, understand, and succeed with technology.
Customer Success, SaaS implementation, technical support, customer enablement, AI training, and practical problem solving from a career spent translating complex systems into usable workflows.
A practical bridge between customers and technology.
My work has lived at the intersection of customer needs, software behavior, training, and technical problem solving.
SaaS Implementation
Discovery, configuration, workflow setup, training, troubleshooting, adoption, and post-launch support.
Customer Success & Support
High-volume issue ownership, customer health, product guidance, escalation management, and cross-functional coordination.
Enablement & AI Training
Training programs, guides, SOPs, knowledge content, live instruction, and practical AI literacy for varied skill levels.
Work measured by what people can do afterward.
140+ customers trained and onboarded
Led customers through product configuration, workflow guidance, troubleshooting, training, and adoption across multiple SaaS products.
Read the case study →120–150 requests weekly at ~97% CSAT
Balanced volume with ownership, technical investigation, clear communication, documentation, and escalation to Product and Engineering.
Read the case study →Practical AI literacy curriculum
Designed and taught hands-on instruction covering prompting, verification, critical thinking, responsible use, and productivity workflows.
Read the case study →Websites, forms, DNS, email, and ongoing support
Build and maintain lightweight websites for small organizations, with the less glamorous but essential technical pieces handled too.
Explore website services →Recruiting me, or looking for hands-on website help?
If you are a hiring manager, the portfolio and experience pages show how I approach customer-facing technology. If you run a small organization and need a dependable person to manage your website, forms, DNS, email, security, and routine updates, I also offer practical website management through The Jake Way LLC.