Aaron Riggs
Indianapolis,IN
Summary
Operations-focused leader with 7+ years of experience scaling B2B sales, technical support, and customer success functions. Proven track record in building CRM systems, optimizing workflows, managing teams, and driving measurable improvements in SLA performance and customer satisfaction.”
Overview
11
11
years of professional experience
Work History
B2B Sales & Operations Manager
Crazy Skates
07.2025 - Current
- Spearheaded B2B sales initiatives, managing daily order processing while building and nurturing client relationships.
- Designed, launched, and optimized B2B sales programs—including Affiliate and Pre-Order programs—that increased customer engagement and streamlined purchasing.
- Planned and scheduled B2B marketing campaigns to align with sales goals and product launches.
- Built the company’s CRM in Monday.com from the ground up, creating a scalable system for tracking pipeline, client communications, and performance metrics.
- Developed and implemented a structured B2B onboarding program to ensure a seamless customer experience.
- Oversaw warehouse fulfillment operations, including picking and packing, to ensure accuracy and timely delivery.
- Authored and organized internal process documentation, standardizing workflows and improving team efficiency across departments.
Senior Medical Technical Support Manager
Formlabs
01.2023 - 06.2025
- Managed Dental and Medical Services Team of 12 in high volume technical support across multiple offices
- Scaled Medical and Dental 3D printing knowledge across the broader general support team
- Established escalation workflow for Medical compliance issues
- Collaborated with Sustaining Engineering by providing diagnostic field data and bug reports to resolve ongoing hardware and software issues
- Developed and implemented standard operating procedures and training programs to enhance efficiency and effectiveness of technical support operations.
- Maintained and updated knowledge base system to provide accurate and up-to-date technical information for internal and external stakeholders.
- Conducted performance reviews and implemented performance improvement plans to optimize team performance and customer satisfaction.
Technical Support Manager
Formlabs
06.2021 - 01.2023
- Ensured timely case resolution through SLA achievement
- Assisted in opening second site in Milwaukee for Formlabs Technical Support, trained and onboarded new hires
- Improved phone support SLA from 80% in 2021 to 91% in 2022 through identifying process inefficiencies
- Improved CES averages from 4.8 to 6.1 by initiating low score outreach campaign, negative feedback bucketing
- Created QA framework to quantify the quality of individual support casework, scaled across team
- Oversaw the implementation of a new ticketing system, improving tracking and resolution time for technical support requests by 20%.
Enterprise Technical Support Agent
Formlabs
04.2020 - 06.2021
- Fostered strong and strategic relationships with key enterprise clients, resulting in a high rate of client satisfaction and retention.
- Developed and executed customer success plans, driving adoption and expansion of products and services within client organizations.
- Conducted regular business reviews and provided actionable insights to 30+ clients, offering data-driven recommendations to optimize their usage and achieve their business goals.
- Collaborated closely with cross-functional teams, including Sales, Product, and Engineering, to ensure seamless customer onboarding and ongoing success.
- Demonstrated subject matter expertise in the industry, staying up-to-date with market trends and best practices, and sharing relevant insights with clients to help them stay ahead of the competition.
Artist Relations Coordinator
ROLI
08.2017 - 01.2020
- Facilitated communication and maintained strong relationships with artists, ensuring their needs and concerns were addressed in a timely manner.
- Developed and executed strategic cross collaborative marketing and promotional initiatives to further the reach of the ROLI brand
- Conducted on site troubleshooting for all ROLI hardware, software, and third party products interfacing with ROLI tech during artist studio visits
- Responded to inbound customer emails, chats, and phone calls in between site visits with over 40 unique customer interactions per day
Install Project Coordinator
Lowe's
08.2016 - 08.2017
- Led the planning and execution of complex home and bath installation projects, coordinating with cross-functional teams to ensure timely and successful delivery.
- Monitored project schedules, identified potential bottlenecks, and proactively took corrective actions to keep projects on track.
- Collaborated with clients, vendors, and contractors to gather requirements, provide technical expertise, and resolve any issues or concerns during the installation process.
- Prepared detailed project documentation, including proposals, budgets, project plans, and reports, to ensure clear communication and proper project management.
- Conducted regular project status meetings, providing updates to stakeholders and addressing any risks or challenges, ensuring transparency and stakeholder satisfaction.
Institutional Account Manager
Musician's Friend
08.2014 - 08.2016
- Managed high volume institutional accounts such as studios, schools, churches, nonprofits and businesses for Guitar Center and its three subsidiary companies, Musician's Friend, Woodwind and Brasswind and Music 23 throughout the New England area.
- Interacted with customers via phone and email to help with account related issues such as past due invoices, shipping errors, bid requests, PO processing, tax exemption processing, and order status updates.
- Implemented strategic account plans to meet client objectives.
- Collaborated with cross-functional teams to develop customized solutions to meet institutional client needs.
- Conducted regular business reviews with institutional clients to identify opportunities for growth and upsell additional products and services.
Education
High School -
Noblesville High School
06.2012
Skills
- CRM & E-commerce Salesforce, Monday, Zendesk, Shopify, Netsuite
- Data & Reporting Tableau, SQL, Excel
- Project Management: Asana, Jira
- Project & Team Tools Jira, Asana, Slack, G Suite
Timeline
B2B Sales & Operations Manager
Crazy Skates
07.2025 - Current
Senior Medical Technical Support Manager
Formlabs
01.2023 - 06.2025
Technical Support Manager
Formlabs
06.2021 - 01.2023
Enterprise Technical Support Agent
Formlabs
04.2020 - 06.2021
Artist Relations Coordinator
ROLI
08.2017 - 01.2020
Install Project Coordinator
Lowe's
08.2016 - 08.2017
Institutional Account Manager
Musician's Friend
08.2014 - 08.2016
High School -
Noblesville High School
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