Ashton Coulter
Charlotte
Summary
Customer Success and Technical Support professional with 10+ years of experience implementing SaaS solutions, supporting complex technical environments, and driving client satisfaction across financial services, banking, and software organizations. Skilled in troubleshooting, SQL-based analysis, onboarding workflows, API-adjacent support, and cross-functional collaboration. Known for strengthening client relationships, improving processes, and delivering efficient, scalable solutions.
Overview
12
12
years of professional experience
Work History
Treasury Management Implementation Analyst
Hometrust Bank
Charlotte
06.2024 - Current
- Coordinate technical deposit and treasury solutions, ensuring seamless client onboarding and system integration.
- Strengthen client satisfaction through proactive communication with internal teams and external partners.
- Build and maintain trusted client relationships throughout implementation cycles.
- Designed and deployed a new onboarding workflow, reducing setup time and improving customer experience.
- Created automated spreadsheets and processes that increased team efficiency and reduced manual workload allowing a 3 hour process to be done in 30 minutes.
- Managed implementation tasks and technical requests using Jira, ensuring accurate tracking and timely resolution.
Application Support Analyst
Passport Inc
Charlotte
12.2022 - 01.2024
- Handled technical requests from end users, delivering fast and effective solutions in a SaaS environment.
- Analyzed data to identify root causes of application issues and coordinated resolutions with development teams.
- Supported users with technical questions related to products and applications.
- Participated in deployment cycles for software updates and enhancements.
- Collaborated with business units, IT teams, and external vendors to ensure application reliability.
- Authored knowledge base articles to improve internal documentation and client self-service.
- Used Jira to document, track, and escalate technical issues, improving workflow visibility and cross-team collaboration.
Software Conversion Specialist
Jack Henry & Associates
Charlotte
06.2022 - 11.2022
- Managed remote software installations and conversions, ensuring smooth transitions for financial clients.
- Analyzed client configurations and delivered tailored migration training.
- Conducted QA testing and documented findings in HubSpot.
- Escalated technical issues to development teams and communicated updates to clients.
- Trained users on new system features and updates.
Software Support Analyst
Imagine Software
Charlotte
09.2021 - 03.2022
- Provided SaaS support for proprietary medical billing and EMR systems.
- Troubleshot SQL-related issues using RCA methodologies.
- Logged and managed cases in HubSpot, including SQL automation for data extraction.
- Assisted clients with HCM and EMR navigation, including background coding tasks.
- Participated in Agile ceremonies and contributed to SQL report enhancements.
Time Clock Specialist
Compass Group
Charlotte
01.2021 - 06.2021
- Deployed and troubleshot Samsung tablet time-clock systems for enterprise clients.
- Managed inventory and device refresh cycles to ensure operational accuracy.
- Handled Zendesk ticketing, improving response and resolution times.
- Conducted software walkthroughs and customized onboarding setups.
- Maintained Microsoft Access databases for inventory tracking.
Account Reconciliation & Operations
LPL Financial
Charlotte
01.2017 - 01.2020
- Reconciled stock accounts for high-net-worth clients, ensuring accuracy and compliance.
- Used SQL to generate detailed operational reports.
- Developed SOPs to streamline workflows and improve consistency.
- Coordinated daily team scrums and team meetings to enhance productivity.
- Logged and tracked support tickets in Salesforce.
Technical Support Representative
LPL Financial
Charlotte
12.2013 - 01.2017
- Installed and troubleshot financial software for internal and external users.
- Managed escalated tickets and improved team efficiency.
- Led project meetings to refine workgroup processes.
- Created Knowledge-base articles to archive information for future use.
- Documented incidents thoroughly to support faster resolutions.
- Trained new hires on systems and best practices.
Education
BA - Psychology
University of North Carolina At Charlotte
Charlotte, NC08-2013
Skills
- Customer Success & Client Relationship Management
- SaaS Support & Optimization
- Technical Troubleshooting
- SQL & Data Analysis
- User Training & Onboarding
- Process Improvement
- Project Coordination
- Knowledge Base Development
- Jira
- Zendesk
- HubSpot
- Salesforce
- Microsoft Access
Timeline
Treasury Management Implementation Analyst
Hometrust Bank
06.2024 - Current
Application Support Analyst
Passport Inc
12.2022 - 01.2024
Software Conversion Specialist
Jack Henry & Associates
06.2022 - 11.2022
Software Support Analyst
Imagine Software
09.2021 - 03.2022
Time Clock Specialist
Compass Group
01.2021 - 06.2021
Account Reconciliation & Operations
LPL Financial
01.2017 - 01.2020
Technical Support Representative
LPL Financial
12.2013 - 01.2017
BA - Psychology
University of North Carolina At Charlotte