Responsible for the continued success of four healthcare organizations at various stages of use of the electronic health record software. Guided clients through go-live and made recommendations to meet their goals. Ensured that all customers realize the full potential of the Professional Billing application.-Led weekly meetings with multiple customer analyst teams to review outstanding technical issues and prioritize support logs, verified software upgrade tasks were on track-Responded to and resolved customer queries and issues both by asynchronous troubleshooting and system engineering and arranging conference calls with customers and subject matter experts-Worked with 10-25 additional Technical Services team members to resolve issues and respond to customer questions that spanned across several applications and bodies of knowledge-Attended on-site visits following software go-live to gather feedback and offer technical leadership to support customer financial goals-Served as a customer-facing adviser to a junior team member to provide guidance on customer service skills and issue prioritizationEpic Certifications: Resolute Professional Billing, Charge Router, Single Billing Office, Server TechCamp, Cogito, Clarity Data Model, Caboodle Data Model, Revenue Data Model

Accela is a 500-employee company that designs and delivers cloud-based productivity and engagement software to more than 2,200 government agencies. Duties include:-Managing a team of trainers and an engineer responsible for implementing SaaS-based Accela Citizen Relationship Management (CRM) and municipal meeting management software-Post-sales project management of 15 concurrent product implementations-Oversight of CRM 3rd-party integration projects and strategy, including productization efforts to reduce a 12 week implementation timeframe to 4 weeks. Third parties software includes Cartegraph, Cityworks, Lucity-Subject matter expert in service request software and mobile citizen engagement. Interacting with dozens of company stakeholders to support RFP responses, sales demos, and customer success questions-Working with engineering and product teams to provide user-centered feedback on feature mock-ups and designs, and assess level of importance of customer-related tasks for sprint planning-Producing weekly reports to inform senior leadership about status, revenue, and throughput of new customer implementations-Learned municipal meeting management software and led five implementations involving complex workflows and customized template building

Started, sustained, and built account management team for startup SaaS company delivering cloud-based service request software and mobile apps for local governments. Customers range from new-technology-adopting small towns, to established 311 centers, to county management, ranging in population from 2,000 to 1.5 million. Primary responsibilities included:-Post-sales project management of 30+ concurrent product implementations over 8-30 week launch timelines-Building and maintained scalable implementation guides and support materials -Regularly sharing customer stories and feature requests with marketing, sales and product management-Supporting 150+ customers post-implementation by filing and following up on bug reports, monitoring customer usage data via monthly analytical report-Fielding product support questions and built and maintained customer resource center-Managing annual customer contract renewals-Project management of major product upgrade roll out to 150+ customers

Responsible for 1/3 of client base of market-leading insurance-linked securities (ILS) portfolio management platform, Miu.Providing sales support by traveling to customer sites or arranging webinars to demonstrate software at the intersection of insurance and capital markets.Creating training material and providing timely software support to existing clients.

Analytical support of Miu from beta phase to product launch and beyond.Analyzed new and existing ILS issuances in conjunction with team in London. Produced deliverables to external clients with tight deadlines.Provided on-site training to analytical team at RMSI in New Delhi.Experience with proprietary catastrophe modeling software RiskLink.

Gathered, utilized and analyzed climate data using in-house and outside data sources. Documented procedures for a pattern recognition project. Created procedure to determine hourly climatology of a city, including webpage display.

Maintained the Space Grant webpage and Access database as a link from NASA to the general public. Assisted with coordination of educational outreach projects.

Assisted with precipitation validation of West African monsoon model using UNIX. Contributed to NSF grant proposal by investigating additional West African climate studies.