Shawn Crosby
Cedar Hills,UT
Summary
Operations leader with 10+ years of progressive experience overseeing multi-department operations within a SaaS organization. Salesforce Certified Administrator and HubSpot Admin with a strong record of building scalable processes, improving retention, automating workflows, and leading high-performing teams. Proven ability to collaborate across sales, support, technical, and executive groups to drive efficiency, customer satisfaction, and revenue stability.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Executive Director of Operations
Landvoice
04.2025 - Current
- Direct oversight of 12 employees across Customer Support, Technical Support, Retention, Refunds/Disputes, Sales, Success Coaching, and MLS Delivery.
- Manage executive-level strategy, operational execution, and cross-department alignment.
- Continue leading initiatives that improved retention, automated onboarding, and strengthened customer experience.
Director of Operations
Landvoice
07.2020 - 04.2025
- Improved retention for at-risk annual renewals from 31.8% → 38.5% YoY through new monitoring and outreach workflows.
- Designed onboarding automation reducing manual work across teams.
- Built new product delivery/collection/notification workflows.
- Implemented review strategy significantly improving Google rating and review volume.
- Reduced sales audit workload from 1 week → a few hours via a new VA-friendly process.
- Launched referral partner tracking + landing page system.
- Improved sales accuracy and eliminated commission-impacting data errors.
Manager & HubSpot Admin
Landvoice
12.2018 - 07.2020
Customer Support Manager
Landvoice
07.2015 - 12.2018
Customer Support Representative
Landvoice
06.2013 - 07.2015
Skills
- HubSpot (Admin, 5 years)
- Salesforce (Certified Admin)
- Stripe
- DepositFix
- Maxio
- Dialpad (Admin)
- Bill
- Coupa
- ADP
- Jotform
- Excel (Advanced)
- Google Suite
- Slack
- Zoom
Core Competencies
Operations Management • Process Improvement • Workflow Automation • Cross-Functional Leadership • SaaS Systems • Retention Strategy • Project Management • Customer Experience • Revenue Operations • Team Development
Certification
Salesforce Certified Administrator (2022)
Timeline
Executive Director of Operations
Landvoice
04.2025 - Current
Director of Operations
Landvoice
07.2020 - 04.2025
Manager & HubSpot Admin
Landvoice
12.2018 - 07.2020
Customer Support Manager
Landvoice
07.2015 - 12.2018
Customer Support Representative
Landvoice
06.2013 - 07.2015