SAMANTHA SHOEMAKER
Experience
B2B Onboarding Manager
AUDICUS
Own the post-sales lifecycle, adoption, and retention of B2B enterprise accounts
- Drive Partner Adoption: Designed and implemented the end-to-end B2B experience for 50+ enterprise clients, including executive kickoff meetings, monthly business reviews, and technical training on equipment and software – driving rapid adoption, consistent testing/ordering, and ultimately 90% platform retention over 2 years
- Train Partners on Platform Utilization: Responsible for training up to 200 clinical staff per onboarding on the full Audicus platform, including equipment setup, software configuration for accurate testing, interpretation of audiology results & recommendations, and hearing aid functionality (device operation, fit, and maintenance)
- Serve as Primary Post-Sales Advisor: Central liaison between product/engineering, audiology, operations & supply chain, finance, marketing, and 200+ partner locations, including translating Partner needs into actionable requests, escalating technical bugs, resolving order delays, collecting feedback from sites, and troubleshooting hearing aid programming & technical issues
- Built Self-Service Resources: Create and maintain a comprehensive Partner resource library, including product maintenance guides, troubleshooting workflows, equipment utilization, and ordering platform tutorials that enable Partners to access important information and resolve common issues independently
B2C Account Manager
AUDICUS
Oversaw post-sale support, leveraging data and experience to drive performance for a high-volume user base
- Led Customer Service Operations for 10,000+ Customers: Managed 6-12 agents, facilitated daily stand-up calls, resolved real-time customer escalations, and delivered technical coaching on product functionality to agents and customers
- KPI-Driven Performance Tracking: Utilized weekly KPI dashboards that tracked Customer Satisfaction Rating (CSAT), response time, and return rate to evaluate agent performance, identifying opportunities for individual agent and company-wide performance improvement
B2C Customer Service Agent
AUDICUS
Resolved thousands of complex customer inquiries across phone, email, chat, and social media accounts, developing the strong de-escalation and communication skills required to resolve issues and ensure a satisfactory customer experience
Education
Bachelor of Science in Natural Sciences
UNIVERSITY OF PITTSBURGH
Skills
Customer Relations
Training & Development
Technical Skills
Operations
Leadership
Analytics
Communication
Content Creation
Process Improvement
Teamwork
Critical Thinking
Certifications
Certified Occupational Hearing Conservationist (COHC)
Volunteer Work
Volunteer
New York Junior League
Interests
SAMANTHA SHOEMAKER
Experience
B2B Onboarding Manager
AUDICUS
Own the post-sales lifecycle, adoption, and retention of B2B enterprise accounts
- Drive Partner Adoption: Designed and implemented the end-to-end B2B experience for 50+ enterprise clients, including executive kickoff meetings, monthly business reviews, and technical training on equipment and software – driving rapid adoption, consistent testing/ordering, and ultimately 90% platform retention over 2 years
- Train Partners on Platform Utilization: Responsible for training up to 200 clinical staff per onboarding on the full Audicus platform, including equipment setup, software configuration for accurate testing, interpretation of audiology results & recommendations, and hearing aid functionality (device operation, fit, and maintenance)
- Serve as Primary Post-Sales Advisor: Central liaison between product/engineering, audiology, operations & supply chain, finance, marketing, and 200+ partner locations, including translating Partner needs into actionable requests, escalating technical bugs, resolving order delays, collecting feedback from sites, and troubleshooting hearing aid programming & technical issues
- Built Self-Service Resources: Create and maintain a comprehensive Partner resource library, including product maintenance guides, troubleshooting workflows, equipment utilization, and ordering platform tutorials that enable Partners to access important information and resolve common issues independently
B2C Account Manager
AUDICUS
Oversaw post-sale support, leveraging data and experience to drive performance for a high-volume user base
- Led Customer Service Operations for 10,000+ Customers: Managed 6-12 agents, facilitated daily stand-up calls, resolved real-time customer escalations, and delivered technical coaching on product functionality to agents and customers
- KPI-Driven Performance Tracking: Utilized weekly KPI dashboards that tracked Customer Satisfaction Rating (CSAT), response time, and return rate to evaluate agent performance, identifying opportunities for individual agent and company-wide performance improvement
B2C Customer Service Agent
AUDICUS
Resolved thousands of complex customer inquiries across phone, email, chat, and social media accounts, developing the strong de-escalation and communication skills required to resolve issues and ensure a satisfactory customer experience
Education
Bachelor of Science in Natural Sciences
UNIVERSITY OF PITTSBURGH
Skills
Customer Relations
Training & Development
Technical Skills
Operations
Leadership
Analytics
Communication
Content Creation
Process Improvement
Teamwork
Critical Thinking
Certifications
Certified Occupational Hearing Conservationist (COHC)
Volunteer Work
Volunteer
New York Junior League