Heather Jacobs

Company Overview: Aidium is a SaaS CRM and marketing platform serving mortgage lenders nationwide.

• Built Professional Services from the ground up, scaling nationwide CRM implementations and enterprise adoption strategies.
• Partnered with CEO and executive team to align GTM, product, and operations on delivery strategy.
• Defined long-term vision for fulfillment operations, introducing systems and playbooks that reduced time-to-value by 30%.
• Drove operational efficiency with AI-enabled onboarding, resource planning frameworks, and cross-functional workflow automation.
• Established executive reporting cadences and KPIs, tying delivery performance to revenue realization.
• Served as senior escalation point for enterprise lenders, resolving risks while protecting adoption and retention.
• Aidium is a SaaS CRM and marketing platform serving mortgage lenders nationwide.

Transitioned into a product operations role to strengthen the bridge between Product, Engineering, and client delivery, ensuring roadmap execution tied directly to business priorities and adoption outcomes.

• Owned cross-functional initiatives across Product, Engineering, and Client teams, ensuring seamless customer handoffs and operational alignment.
• Introduced automation and workflow systems that streamlined release cycles, reduced support volume by 20%, and increased adoption velocity.
• Standardized documentation and delivery processes, reducing onboarding risks and improving customer outcomes.

Company Overview: Total Expert is a leading SaaS marketing and CRM platform serving banks, lenders, and credit unions.

• Directed enterprise SaaS implementations for banks, lenders, and credit unions in compliance-heavy environments.
• Rebuilt escalation and risk frameworks, improving predictability in onboarding and delivery success.
• Drove cross-functional OKRs and leadership operating rhythms, improving alignment with Product, Engineering, and Customer Success.
• Partnered with Finance on headcount planning and cost projections to scale delivery capacity.
• Total Expert is a leading SaaS marketing and CRM platform serving banks, lenders, and credit unions.

Advanced into senior role to oversee high-stakes CRM deployments for enterprise financial institutions, serving as both project leader and executive escalation partner.

• Delivered enterprise CRM deployments with 95% client satisfaction.
• Acted as executive escalation partner, translating complex technical challenges into clear paths for resolution.

Initially hired to run end-to-end CRM implementations, from discovery to go-live, in compliance-heavy banking and lending environments.

• Delivered full-cycle implementations, customizing onboarding to compliance-heavy environments.
• Translated platform gaps into workable solutions, securing adoption in regulated markets.
• Built training and onboarding programs that sustained 95% CSAT.

• Led operational deployment of SaaS-enabled hardware globally, scaling pacemaker tech adoption from 40% → 90%.

• Managed SaaS platform deployments nationwide for corrections and law enforcement agencies.

• Served as Correctional Officer while spearheading rollout of a jail management SaaS platform.