Customer onboarding + HubSpot | Growth @ Arrows

Hi 👋

1️⃣ Building AccountScout - a HubSpot native app to help companies enrich, research, and segment their accounts with the right data, not just more data.

2️⃣ I write a weekly email for 2,300+ RevOps & GTM leaders with tactical HubSpot playbooks to steal. 

For the last 2.5 years, I led growth at Arrows, a customer onboarding SaaS product for teams using HubSpot. I joined as the first marketer and helped Arrows grow to more than 7 figures in ARR.

I’m a dad to 2 boys - struggling competitive golfer - and lover of cooking (or grilling). 

Previously, I’ve run both product and growth at early-stage startups and started three of my own.

Stuart Balcombe

EasyPost

Leads operations for a 30-person professional services organization across 5 business units, managing special projects and improving processes. Proactively leads strategic improvements with a hands-on approach.

▶ Led the evaluation and implementation of an enterprise-wide time-tracking and billing ecosystem (OpenAir) for 140 users across 6 teams. Unified 4 legacy systems into a centralized platform, driving operational efficiency through automated workflows.

▶  Led process improvement research for a new enterprise product. Held interviews across 10 teams and identified 44 pain points across 5 areas of the onboarding journey.

▶ Professional Services Tooling Buyer: Conduct comprehensive tooling assessments and influence leadership teams to ensure optimal tool selection aligned with organizational goals.

▶ Utilize process mapping, automation, data, and effective communication to build and deploy processes. Collaborate with diverse stakeholders to drive outcomes and address complex challenges.

Professional Services Operations Manager

Easypost integrates 100+ global carriers such as USPS, UPS, FedEx and DHL into one shipping API that you can install on your eCommerce stores. We’re a Y Combinator company.

▶ Spearheaded the evaluation and deployment of an enterprise workflow platform (Monday.com) for 85+ stakeholders across 7 teams, achieving 84% adoption rate. Unified 9 legacy systems into a centralized solution, driving project transparency and customer engagement.

▶ Manage and execute strategic initiatives across various operational areas, including establishing and managing new processes.

▶ Create internal resources and training for cross-functional teams. Improving knowledge sharing, efficiency, and process consistency.

▶ Migrated 6 M&A teams from Salesforce, Zoho, and other CRMs to Hubspot. Helped improved data hygiene, usability, cross-sells, better reporting, and automation.

▶ 35% reduction in customer onboarding time and boosted ramped deals by 50% within 6 months through strategy & process improvement for 6 go-to-market teams.

Business Operations Manager - eCommerce / Shipping & Logistics

GoDaddy

When GoDaddy acquired SkyVerge, we brought our expertise in WooCommerce to GoDaddy customers. I helped over 2,000 merchants succeed in ecommerce through technical support, customer success, support operations, and product operations.

▶ 80% reduction in new product release doc turnaround achieved through process design & collaboration with Product, Engineering, and Support.

▶ Collaborated with Product on 11 ecommerce customer interviews, creating a user journey map that guided support process & product improvements.

▶ Contributed to 14 product deployments through identifying, testing, and reporting bugs, improvements, and customer feedback.

Example: Identified and reported a bug for a Facebook plugin that was affecting order refunds for all merchants. Worked with Engineering and Product to release the fix same day.

▶ Created product launch content & training materials, driving user adoption. Continuously improved docs & processes for better user experience.

▶ Helped over 2,000 customers via pre-sales, post-sales, technical support, and consulting in WooCommerce and Jilt.

▶ Supported Jilt product retirement (email marketing) by collaborating with Product and Engineering. Facilitated seamless customer migrations to Klaviyo, Metorik, and others through migration services and clear phase-out marketing messages.

Technical Account Manager - eCommerce / WooCommerce / Shopify

SkyVerge

SkyVerge developed and managed ecommerce software solutions including over 50 WooCommerce plugins (payment gateways, memberships, shipping) and an email marketing platform called Jilt.

I provided technical support and consulting to merchants in WooCommerce and Jilt. 

I also created tons of internal technical and process documentation to share knowledge. This helped improve team expertise and consistency.

Customer Support Specialist II - eCommerce / WooCommerce

Freelance - Upwork

I helped entrepreneurs and small businesses with their technical business needs. 

_____
NOTABLE PROJECT
Check & Optimize Amazon Lightsail WordPress Instance

FEEDBACK
"Christine was super helpful, great at communicating. Her summaries of work completed were a really nice touch. Definitely will hire her again!"

"Christine was able to track down an issue I was having & fixed it quickly."

WORK DONE
Worked server-side using Ubuntu, AWS Lightsail, and Bitnami WordPress to accomplish the following:
- SSL certificate set up and configuration
- DNS configuration
- Bitnami configuration
- Quality control of AWS Lightsail instance
- Resolved WP critical site health issues
- Resolved Symbiostock plugin issues
- Resolved permission issues commonly experienced with Bitnami WordPress

Technical Solutions Engineer - eCommerce

Robert Half Legal

When Edox was acquired by RHL, we had to learn to work together better. We didn't align on processes and lacked cohesion as a team. We didn't have a way to consistently gather and share info with each other and the client. There were a lot errors, delays, and redos. There was a lot of friction in the way we worked.

To help us work together better, I identified problems, measured the impact, then built and managed the full lifecycle of internal products to reduce friction, all while balancing client work.

▶ Built and implemented a Productions workflow app, docs, and templates for project intake thru quality control. Installed the app in 50+ databases. Achieved a 75~80% reduction in turnaround time. Resulting in fewer communication errors and increased project accuracy. Continuously improved workflow based on feedback from multiple teams. (built in Relativity)

▶ Led process improvement for Relativity Conceptual and Structural Analytic workflows. Created email intake forms, billing guidelines, 7 docs, 4 workflows built in Relativity. Resulting in increased resources and skill, from 2 qualified persons to 6. Reduced turnaround time from 72hrs to 8 max.

▶ Overhauled the obsolete application for the data disposition workflow. Resulted in improved accuracy for evidence tracking and auditing of 100+ databases. Reduced digital debris and optimized server space. (built in Relativity)

▶ Led data disposition for 100+ Relativity databases in coordination with 5 cross-functional teams. Ensured sound archiving, deletion, and storage of databases and their associated data.

▶ Translated client requests into technical workflows and projects. Created and facilitated project docs and tracking. Worked with a 12-member team and consultants to successfully complete projects. This fixed communication errors and decreased turnaround time for client projects.

eDiscovery Data Analyst II - Data Operations

Robert Half Legal acquired Edox. We brought expert ediscovery services and solutions to Robert Half clients. We processed, analyzed, and produced terabytes of top-secret data for law suites and investigations.

I worked closely with clients and project managers to help clients make sense of their legal data. While also helping to bridge the gaps between our teams with operational projects that standardized processes.

▶ On the client side: 
⁃ Focused on ESI and metadata assessment, processing, data analysis, review support, productions, and data disposition. Finding the best solutions for clients.
⁃ All this included things like working in Relativity everyday and quality control. 
⁃ Troubleshooting beyond clearing cache and cookies. 
⁃ Working with metadata and relational databases. 

▶ On the operational side: 
⁃ Focused on providing guidance for workflows and analytics. 
⁃ Smoke tested Relativity deployments for stability.
⁃ Managed and wrote technical documentation for internal knowledge base. 
⁃ Provided training on Relativity and custom workflows for both internal and external stakeholders.

__________
Tools used: 
Hosted Applications (Relativity), Relational databases, Dynamic objects, eCapture, Microsoft Access, LexisNexis Concordance, Excel, Command Line, Fast Copy, Robocopy, Bulk Rename, Power Shell, Outlook 365, Microsoft Teams, UltraEdit, EditPlus, Beyond Compare, billing systems, project management tools, remote working tools and whatever else was needed to get a job done.

eDiscovery Solutions Engineer - Data Operations

Edox Document Technologies (acquired by Robert Half Legal)

I worked at Edox during one of the largest litigations on U.S. soil at the time. Working at Edox gave me the chance to learn about the complex world of ediscovery (thanks, JR!). 

I applied technical ediscovery processes to confidential data. The data was hosted in databases containing over 5 million records. Processes included metadata analysis, data ingestion, exports, productions, and a bunch of other data stuff.

I also troubleshooted issues in document review platforms and wrote tech docs for the internal knowledge base.

eDiscovery Support Engineer - Hosted Review Platforms

Zia Furniture

Zia Furniture was a small business that did a lot of things manually. I helped digitized their business processes. 

▶ Led the transition to a paperless practice by implementing an electronic filing system and an automated transaction system. Resulted in better organization, faster searches, and more accurate financial reconciliation.

▶ Directed a 2-member cross-functional team (engineering, design) towards the deployment of an ecommerce website on Magento. Also managed and updated the site continuously.

▶ Wrote and maintained company documentation. Designed marketing material and created instructions for furniture assembly.

▶ Helped with payroll and tax things including monthly reconciliations, expense budgeting, paying all the bills and whatever else was needed to run a small business.

Business Operations & Digital Strategist - Small Business

Support My Club

I interned at Support My Club, while working part time at Zia Furniture and taking a full course load. Support My Club is a non-profit that supports students in high school clubs and sports by providing a platform where donors can donate to the students' needs. This was personal to me, since I wasn't able to join sports and clubs in school due to money. 

I assisted with day-to-day operations including managing the Shopify website, graphic design, fundraising and informational campaigns, researched and compiled financial data for grants.

Nonprofit Program Support

Various Companies

I started working around 16 years old at a shabby call center where we sold newspapers over the phone. During university, I worked part-time and full-time entry-level jobs to support myself through school and pay for tuition -- sometimes two jobs at a time including a full school schedule. It was brutal and if I could do things differently, I would, but that's easier said in hindsight. My jobs ranged from sales and roadshows to retail and restaurant industries. These jobs diversified my perspectives, experiences, and skills. They helped me build resilience, empathy, and work ethic.

Various Roles

//// How I can help:
I combine technical and business knowledge to transform teams. I organize chaos, solve complex problems, build bridges, and remove blockers so people can do their best work. It brings me joy to take things from strategy through implementation to go-live.

> At EasyPost, I architected and implemented Monday.com across 7 teams and 85 users, unifying 9 platforms into a centralized ecosystem with integrations and custom automations.

> At GoDaddy, I designed process frameworks that reduced product launch documentation time by 80%, accelerating go-to-market releases.

> At Robert Half Legal, I designed data analytics frameworks and processes that reduced delivery cycles from 72 to 8 hours max while driving 3x team capability growth.

> At Robert Half Legal, I engineered a no-code solution achieving 80% faster client delivery turnaround.

//// My background:
* Diverse operations experiences: professional services, go to market, product, data ops, small business.
* Background in data analysis, technical customer-facing roles, and design.
* Hands-on, tech-savvy builder.
* User experience and scalable systems is at the core of everything I do.

- Fully remote since 2015 
- Started working at 16 years old
- Lived internationally for 3.5 years

//// Specialties:
✔️ Designing and scaling user-friendly processes.
✔️ Identifying and clarifying user journey pain points.
✔️ Owning, managing, and executing projects end-to-end.
✔️ Tooling assessments, implementation, administration.
✔️ CRMs (Hubspot, Salesforce), Monday.com, Openair, WooCommerce, WordPress, Shopify.
✔️ Remote work. I’ve been working remotely since 2015 and have learned that remote work needs to be intentional — culturally, logistically, and technically.

____________________________

"THAT'S MORTALS FOR YOU, Death continued. THEY'VE ONLY GOT A FEW YEARS IN THIS WORLD AND THEY SPEND THEM ALL IN MAKING THINGS COMPLICATED FOR THEMSELVES. FASCINATING."
- Terry Pratchett, Book: Mort

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Stuart Balcombe

Christine P.

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