Case Study

Cerebrum

Improving support operations, customer experience, and technical delivery in a complex LIS environment.

This work sat at the intersection of customer success, technical troubleshooting, and operational improvement, where better systems and communication directly impacted both customers and internal teams.

Overview

At Cerebrum, I worked across customer success, support management, and engineering-facing roles in a laboratory information system environment. The work involved managing enterprise customers, supporting integrations, and improving internal processes that directly impacted delivery speed and customer satisfaction.

The Problem

The support and delivery environment had several challenges:

Slow response times and inconsistent support workflows
Limited visibility across customer issues and internal teams
Complex integrations (EMR, lab instruments, middleware) creating frequent friction
Customers lacking clear communication during critical issues

What I Did

I focused on improving both the technical and operational sides of delivery:

Reorganized support workflows to reduce response times and improve consistency
Acted as a bridge between customers and engineering to resolve complex integration issues
Built and introduced automation tools to improve efficiency and reduce manual work
Improved customer communication during incidents and ongoing support work
Helped standardize deployment and support processes across implementations

This required balancing hands-on technical troubleshooting with customer-facing communication and internal coordination.

The Result

Reduced support response times from multiple days to around one hour
Improved customer visibility and confidence during support and implementation work
Reduced operational friction through better processes and automation
Stronger alignment between customer needs and engineering execution
Achieved 100% customer retention during my tenure

What This Demonstrates

Ability to operate across customer success, technical systems, and operations
Strong ownership in ambiguous and high-pressure environments
Practical process improvement that delivers real results
Clear communication with both technical and non-technical stakeholders
Focus on outcomes, not just activity