ClubReady, LLC

• Design, optimize, and maintain stored procedures and SSRS reports across the ClubReady reporting environment • Own the customer-facing Postgres data mart product serving enterprise clients • Co-own migrating from the legacy Go ETL to the new Fivetran → Snowflake → dbt → Postgres pipeline, partnering with the central data team • Serve as technical domain expert for assisting data mart customers • Triage and resolve customer-reported data discrepancies • Author Azure DevOps work items, review pull requests, and operate inside two-week sprints • Maintain the internal data dictionary and the external data documentation • Tune queries and indexes against very large tables (multi-billion-row scale) where wrong choices have real customer-visible cost • Join customer calls directly with enterprise account managers and customer-side data analysts to scope and deliver work

• Provide outstanding customer support for a suite of software products through all support channels (tickets, chat, phone/Zoom) and ongoing management of tickets. • Identify and resolve customer issues, using various troubleshooting methods and resources. • Communicate effectively with customers, both verbally and in writing, to address their concerns and provide solutions. • Ensure a positive customer experience by providing timely and accurate support and addressing their needs and effectively communicating ticket status and resolution. • Maintain accurate records of customer interactions, issues, and resolutions. • Take ownership of customer issues and provide resolution or know when and how to escalate issues to appropriate teams. • Create documentation and knowledge base articles to improve service delivery. • Act as liaison between clients and management to enhance overall customer experience. • Meet live chat, response time, and customer satisfaction performance targets.