Dorian André E.

I build the onboarding systems that keep SaaS customers from going quiet after signup — kickoff, activation, CRM hygiene, escalation paths, follow-up cadence. 4,700+ hours on Upwork, 100% Job Success, and one client who kept me for two years. Most companies don't lose customers because support is bad. They lose them in the gap between "sales closed the deal" and "the customer actually uses the product." That handoff is where I work. At Foundry, a US SaaS startup serving contractors and service businesses, I built the Sales-to-Customer Success operating guide from scratch: a documented onboarding sequence running from kickoff and discovery through dependencies, client homework, approvals, launch QA, CRM updates, developer revision notes, escalation, and 7- and 30-day follow-ups. Not a template — the runbook the team actually ran on. What I do • Client onboarding and implementation — design the sequence, then run it • SOPs, playbooks, and internal documentation • CRM and support tooling — Zoho, HubSpot, Intercom, Slack, Shopify • Technical escalations and developer coordination • Spanish localization and Spanish QA for product and customer-facing content • Trial follow-up, adoption tracking, and retention conversations Where I come from Two years as the operational backbone of a high-volume bilingual support and inside-sales program for US customers — one contract, 4,181 hours, same client. Before that: technical support at T-Mobile, inside sales at SiriusXM, and freight brokerage, where slow communication costs money the same day. I'm bilingual EN/ES at native level, which matters if any part of your customer base, product copy, or support queue is in Spanish. I also have 300+ hours of medical and bilingual translation work — relevant if you're in healthcare, telehealth, or anything regulated. I'm not a developer. I'm the person who sits between your customer, your product, and your engineer and makes sure all three are describing the same problem. If signups aren't activating, or the handoff between sales and support keeps dropping things — tell me what your current process looks like and I'll tell you where I think it's leaking.