Marc D.

I help growing companies fix the messy part after a sale: onboarding, implementation, handoffs, support, and the processes behind them. Sometimes that means rebuilding an onboarding workflow. Sometimes it’s documenting the process, clarifying who owns what, or taking something that currently lives in people’s heads and turning it into a system the team can actually run. In my current role, I’m building customer operations from zero for a healthcare technology business, including onboarding, support workflows, sales-to-CS handoffs, HubSpot requirements, escalation paths, SLAs, and operating documentation. Before that, I helped build and standardize onboarding and implementation systems for hundreds of medical practices, reducing estimated new-client time-to-activation by about 25%. I can help with: * Customer onboarding and implementation workflows * Sales-to-customer handoffs * SOPs and process documentation * Workflow and process mapping * Support and escalation processes * Customer operations systems * Process audits and improvement If something important happens repeatedly but the process is unclear, inconsistent, or too dependent on one person knowing what to do, that’s usually where I’m most useful.