Katie Gorham
Greencastle,IN
Summary
Experienced operations and customer success leader with a strong background in SaaS platforms, technical support operations, customer onboarding, training coordination, and client retention. Skilled at building scalable support systems, improving customer experiences, and working closely with development teams to streamline processes and improve product adoption.
Hands-on leadership experience across software operations, customer education, AI-assisted workflows, and digital business growth. Known for solving problems quickly, improving workflows, reducing support volume, and creating systems that help both customers and internal teams operate more efficiently.
Strong background managing customer relationships, coordinating software training, building knowledge bases, and supporting operational growth initiatives across multiple digital businesses.
Overview
8
8
years of professional experience
Work History
Vice President of Customer Experience & Operations
Blue Ocean Digital & MoloMedia
Gig Harbor, WA
08.2018 - Current
Vice President of Customer Experience & Operations
Lead daily customer operations, onboarding, support processes, and customer experience initiatives across multiple software platforms and digital service divisions.
Operations & Customer Experience
Manage customer support operations and oversee customer onboarding, implementation, and long-term account success.
Work directly with software developers and leadership teams to improve customer workflows, platform usability, and support systems.
Help guide operational growth strategies while improving internal processes and customer satisfaction.
Coordinate customer-facing initiatives focused on retention, engagement, and product adoption.
Technical Support & Training
Served as Training Coordinator for over 20 software platforms, helping customers understand systems, workflows, and implementation processes.
Built customer education materials, onboarding systems, troubleshooting resources, and internal knowledge bases.
Helped reduce support ticket volume by creating self-service resources and improving customer training processes.
Assisted customers with technical setup, onboarding, and software optimization.
AI & Process Improvement
Implemented AI-assisted support workflows to improve response times and operational efficiency.
Developed streamlined customer support systems and automation processes that improved customer experiences.
Assisted in creating scalable operational systems to support company growth and customer retention.
Customer Success & Growth
Supported software sales efforts and customer acquisition initiatives.
Worked directly with customers to improve retention and maintain long-term client relationships.
Managed customer escalations and helped resolve complex service-related issues.
Created and managed email marketing and social media campaigns to improve engagement and brand visibility.
Education
High School Diploma -
Greencastle High School
Greencastle05-2025
Skills
- Team leadership
- Relationship building
- Decision-making
- Critical thinking
- Coaching and mentoring
- Complex Problem-solving
- Client relationship building
- Strategic planning
- Business development
- Results-driven
- Account management
- Operations management Executive & Leadership Skills
- Customer Experience Leadership
- Operations Management
- Cross-Functional Team Leadership
- Strategic Planning
- Process Improvement
- Organizational Coordination
- Team Development & Training
- Change Management
- Problem Solving
- Client Relationship Management SaaS & Technical Skills
- SaaS Platform Operations
- Technical Support Management
- Customer Onboarding
- Software Training & Education
- Knowledge Base Development
- Workflow Automation
- AI-Assisted Support Systems
- Customer Success Operations
- Support Ticket Reduction
- Technical Troubleshooting
- Developer Coordination
- Software Implementation Customer Success & Retention Skills
- Customer Retention Strategies
- Customer Engagement
- Client Success Management
- Escalation Resolution
- Customer Education Systems
- Account Support
- Relationship Building
- Self-Service Support Systems
- Customer Communication Marketing & Growth Skills
- Email Marketing
- Social Media Marketing
- Customer Acquisition
- Sales Support
- Brand Engagement
- Digital Marketing
- Lead Nurturing
- Customer Lifecycle Management AI & Automation Skills
- AI Workflow Integration
- AI Customer Support Systems
- Automation Process Development
- AI Prompt Development
- AI Productivity Optimization
- Digital Process Automation Administrative & Operational Skills
- Documentation Creation
- SOP Development
- Training Documentation
- Internal Systems Organization
- Multi-Platform Coordination
- Data & Workflow Management
- Operational Support Soft Skills
- Leadership
- Communication
- Adaptability
- Customer-Focused Mindset
- Collaboration
- Critical Thinking
- Decision Making
- Time Management
- Conflict Resolution
- Initiative
- Reliability
Timeline
Vice President of Customer Experience & Operations
Blue Ocean Digital & MoloMedia
08.2018 - Current
High School Diploma -
Greencastle High School