Client Strategy & Enablement Analyst
Led software implementations for biotech startups and enterprise customers, including Biogen. Mapped each lab’s workflows, configured its Benchling workspace, and trained the team.
Used SQL and Tableau to track product usage, identify adoption problems, and plan follow-ups with sales and customer success.
Brought customer feedback to product managers and investigated technical issues with engineering. Helped move support from Intercom to Zendesk, improve ticket routing, and write implementation guides and team procedures.