Rachelle B.

Customer Success and SaaS Implementation professional with 15+ years of experience across customer service, account management, and project delivery, including five years leading end-to-end client onboarding for a SaaS platform and seven-plus years managing self-insured claims portfolios in a heavily regulated industry. Skilled in CRM and project management systems, cross-functional coordination, and building long-term client relationships that drive retention and growth. I have been working remotely for the past five years, currently based in Rio de Janeiro. I am a native English speaker (Australian), with basic Portuguese with my working-hours overlapping well across eastern and central US, Canada and western and central EU and UK time zones. CORE SKILLS • Client Onboarding & Implementation, Customer Success Management, Project Management • CRM Platforms: Salesforce, Zoho, Microsoft Dynamics 365 • Project Management Tools: Rocketlane, Monday, Jira • Productivity & Collaboration: Google Workspace, Microsoft Office (Outlook, Word, Excel, Teams), Slack, Claude (AI tool) • SaaS Contract Management & Negotiation (agreements from $20,000 to $1.2 million) • Cross-Functional Team Coordination and People Management (Certification in Frontline Management) • Regulatory Compliance & Dispute Management (Return to Work Act, Workers Rehabilitation & Compensation Act)