tkh.dev

Experience

Building systems, teams, and cleaner journeys.

The pattern is consistent: onboarding, support, analytics, and the systems that help teams handle complexity without slowing customers down.

Triple Whale

2024 to present

Implementation Specialist to Team Lead, Implementation

Led onboarding work, then stepped into team leadership with a focus on clearer adoption, cleaner playbooks, and stronger retention systems.

  • Built playbooks and operational structure that support smoother customer onboarding.
  • Balanced hands-on implementation work with team leadership and coaching.

Elastic Path / OutSystems

2023 to 2024

Customer Success Manager, Lead Escalation Manager, and Product Consultant

Owned onboarding, go-live support, and high-pressure escalations across complex customer situations where pacing, reporting, and trust all mattered at once.

  • Redesigned reporting, documentation, and support operations.
  • Worked across customer success, escalation management, and product context.

Unstack / The Leafy Group

2021 to 2023

Manager and Senior Manager, Customer Support & Success; Consultant, Digital Analytics

Built stronger support and onboarding systems during a high-change period while staying close to analytics, tracking, and real customer detail.

  • Paired customer success leadership with hands-on analytics and tracking work.
  • Strengthened support infrastructure during acquisition-era change.

WordStream

2018 to 2021

Implementation & Technical Support Specialist; Third Party Applications Specialist

Owned conversion tracking and third-party application setup at scale, with strong ties into support performance and product feedback loops.

  • Drove implementation work around tracking, platforms, and technical setup.
  • Improved support performance while staying close to repeat customer pain.

MEDITECH

2017 to 2018

Client Services Specialist, Implementation

Led implementations with strong pacing, training, and issue resolution while working directly with clients to keep delivery clear and on schedule.

Massachusetts House of Representatives

2016 to 2017

Chief of Staff, Office of Representative Shawn C. Dooley

Ran legislative and constituent-facing operations in a fast-moving office, handling communication, drafting, and public representation work.

Stonehill College + Chiang Mai University

Education

Political Science / International Relations, plus study abroad

A foundation in political science, international relations, and communication shaped how I think about context, alignment, and working across different perspectives.