Over 4 years, directly and indirectly protected $250 million in revenue on the Implementation team within a 2300-person organization. Led cross-functional, continuous improvement projects for Mid-Market and emerging Enterprise segments, elevating time to value by 50%, product adoption by 15%, maintaining customer churn below 3%, and elevating CSAT from 3.8 to 4.5 consistently. Fostered an empathetic team environment for 2 senior leaders, 5 functional leaders, and 55 individual contributors with a retention rate of 92%.

Cultivated a robust personal leadership brand, nurturing 5 engaging functional leaders to oversee Mid-Market team of 40 individual contributors. Consistently met CSAT expectations of 4.0+ and 6-8 week time-to-value goals for each segment. Orchestrated strategies for Q4 management during the peak season for the Implementation team.

Initially elevated to steer Rippling's emerging Mid-Market Implementation team of 8 individual contributors, each handling a portfolio of 20-30 implementations. Fostered the promotion of 3 high-performing functional leaders amid a hyper-growth environment.

Pioneered a 5-member Implementation team as Rippling's 40th employee to manage a rotating portfolio of 30+ HR, Benefits, IT, and Finance product implementations. Focused on multiple strategic departmental expansion projects including initial Implementation methodologies, the introduction or the team's new-hire and peer mentorship program that led to 50% reduction in onboarding time. Created IM led client education Webinar program to enhance team member skill sets and increase client engagement and product knowledge.

The COAST team, led by the Program Marketing Director, guided customers from purchase to production within Cisco's suite of products and served as a liaison with technical expertise to innovate customer journey processes. Responsibilities included:Program Development: Collaborated with Executive Leadership to bridge process gaps and align with Cisco's global escalation management initiatives. Worked with Data Center Marketing & ENG PMO to enhance the program's global presence.Project Management: Led and contributed to various internal and external projects, such as customer communication, education, team engagement, and training coordination.Escalation Management: Provided post-sales escalation support in collaboration with Sales, CX, and specialized SMEs. Implemented customer-focused critical path engagements to improve deployment journeys.Customer Training: Organized national partner-led customer trainings to enhance network engineering skills in emerging markets (SDN). Maintained positive relationships with Professional Service partners and vendors.

-Acted as a dedicated HCM consultant, providing comprehensive training and guidance across all phases of planning, discovery, design, configuration, and deployment.-Led remote project management of Ceridian Dayforce's Payroll implementation for three Canadian Enterprise clients, overseeing the complete implementation lifecycle.

-Successfully managed a portfolio of 20-30 cross-platform SaaS implementation projects for clients with up to 500 employees.-Analyzed clients' business needs to determine the most suitable HR solution from TriNet's 12 verticals and led them through the implementation process, providing support and training.-Provided ongoing post-implementation client assistance aligned with Post-Implementation SLAs.

-Founding implementation team member where I defined project scope based on client requirements, managed 15-20 projects simultaneously, with 75% + domestic travel.-Played a key role in developing and maintaining SmartCare's implementation strategies and playbooks for the initial batch of 10 beta clients and the subsequent customer base.-Actively engaged in client feedback sessions and provided account management support while driving continuous product advancement.

-Provided consultation to clients on the optimal implementation of ERP solutions and led teams of 5-8 onsite resources to ensure the successful delivery of project objectives. -Managed both billable and non-billable hours, resources, workflows, and transitions for 10-15 hospitality ERP legacy and upgrade installations for globally renowned hotel brands, adhering to PMO standards. -Identified and mitigated risks, addressed project challenges, and found suitable solutions to achieve project completion within project constraints.

-Collaborated with the CEO, Solutions Architect, and offshore development teams to delineate project scope, set timelines, and deliver weekly project status updates for 8 software development projects.-Oversaw global vendor relationships and negotiated prices within a 5% margin of the company budget.-Revitalized project management methodologies, increasing the velocity of C-Suite initiatives by 30%, allowing the company to concentrate on its core digital marketing endeavors.

-Facilitated over 25 monthly Zenefits SaaS benefits implementation projects by effectively bridging communication between Support, Sales, and Engineering teams.

-Defined project scope for new clients based on external B2B system requirements and deliverables, aligning with onboarding goals. -Collaborated with executive, sales, and marketing departments to achieve 30 projects per month and coordinated project deliverables and system upgrades. -Utilized JIRA to report and manage product QA opportunities ahead of pivotal releases.

-Provided technical support for a large construction company, resolving network issues, deploying hardware and software, and updating SOPs. -Responded promptly to customer issues, prioritized them, and documented troubleshooting steps for resolution.

-Provided IT triage and support to internal clients of a proprietary investment application, VPN, VOIP, telephony, and business systems. -Responded to a high volume of calls and categorized and prioritized issues using Remedy's ticketing system-Collaborated with development teams to resolve problems, achieve exceptional performance scores, build a comprehensive knowledgebase, and served as a mentor for new hires.

Provided technical support as part of a global team for a leading engineering, construction, and operations company, resolving issues with various systems and devices, meeting SLAs, and collaborating with field staff to diagnose and address problems. Also contributed to improving SOPs and took on additional responsibilities in project coordination.

Managed a book of 50+ payroll clients, providing comprehensive services such as payroll processing, data collection, client support, tax agency correspondence, and issue resolution, resulting in accurate payroll reports, improved client retention, and strong relationships.