SARAH E. KANE
Modesto,CA
Summary
Dynamic and charismatic customer success professional with over 10 years of experience in SaaS EdTech, education support, nonprofit administration, and VIP guest relations. Expertise in CRM systems, troubleshooting, public-facing communication, and cross-functional collaboration enhances the ability to drive customer satisfaction and retention. Passionate about leveraging the intersection of education, technology, and community impact to create meaningful change.
Overview
25
25
years of professional experience
Work History
Customer Account Specialist
ParentSquare, SaaS EdTech
01.2024 - Current
- Provide technical support for a national K-12 communication platform serving districts, schools, staff, and families.
- Manage complex tickets and escalations using HubSpot, Zendesk, and Jira while partnering with product and engineering.
- Support user adoption through clear explanations, training alignment, and contributions to knowledge-base content.
- Maintain strong CSAT scores during high-volume districtwide alerts and critical communication periods.
CRM and Quality Assurance Lead
Spin Mobility, Startup SaaS
01.2020 - 01.2022
- Led QA operations to strengthen SLA performance, CSAT outcomes, and resolution quality across support channels.
- Trained and coached global support teams and implemented structured audit and feedback processes.
- Provided customer and technical insights to product teams to improve platform reliability and usability.
Senior Client Onboarding Specialist
Agero (Swoop) Startup SaaS
01.2019 - 01.2020
- Delivered onboarding, implementation, and product training for B2B and B2C SaaS clients.
- Ensured alignment with claims and operations workflows while producing adoption and performance reporting for leadership.
- Developed onboarding materials to streamline training processes for new hires.
Development Associate
Sinai Akiba Academy, Nonprofit Education
01.2007 - 01.2008
- Supported donor relations, gift processing, stewardship communication, and Salesforce CRM reporting.
- Assisted with fundraising campaigns, special events, and community engagement efforts.
- Developed and implemented educational programs to enhance student engagement and learning outcomes.
- Cultivated relationships with community, business, and local civic leaders in order to draw attention to [Type] institution and bring in new donors and volunteers.
Guest Relations Lead
The Walt Disney Company, Public Relations
01.2001 - 01.2007
- Delivered VIP guest services and high-profile experiences, including celebrity and media-related visits and special events.
- Coordinated with nonprofit partners such as Make-A-Wish and CHOC to facilitate accessibility and charitable programs.
- Handled escalations and complex guest concerns, serving as a public-facing representative and protecting brand loyalty.
Education
Bachelor of Arts - English and Communication Studies
Ottawa University
01.2013
Professional Certificate - Nonprofit Administration
University of Massachusetts Amherst
01.2013
Skills
- Customer Support & Management CRM: Zendesk, HubSpot, Salesforce
- Nonprofit & Development: Donor relation, fundraising, grant support, event coordination
- Healthcare & Patient Support: Hospice scheduling, patient advocacy, claims processing, compliance
- Operations & Leadership: Quality assurance, KPI tracking, cross-functional collaboration, process optimization
- Technical: Jira, HubSpot, Salesforce, Microsoft Office, Google
Timeline
Customer Account Specialist
ParentSquare, SaaS EdTech
01.2024 - Current
CRM and Quality Assurance Lead
Spin Mobility, Startup SaaS
01.2020 - 01.2022
Senior Client Onboarding Specialist
Agero (Swoop) Startup SaaS
01.2019 - 01.2020
Development Associate
Sinai Akiba Academy, Nonprofit Education
01.2007 - 01.2008
Guest Relations Lead
The Walt Disney Company, Public Relations
01.2001 - 01.2007
Professional Certificate - Nonprofit Administration
University of Massachusetts Amherst
Bachelor of Arts - English and Communication Studies
Ottawa University