* Manage entire implementation, acting in the combined role of Project Manager, Functional Consultant and Technical Consultant. Activities include, but are not limited to: leading project design session(s), understanding and analyzing client business requirements, providing guidance and best practices on optimal configuration options to meet client needs, configuring the client’s site, managing third-party and Concur integrations (eg: credit cards, direct deposit set-ups, audit and other services), training clients and preparing for deployment of service to employees – all within defined timeframe of completion.* Successfully manage multiple/simultaneous implementations by continually motivating clients, ensuring project timelines are met, and client and/or partner issues are addressed while adhering to Concur’s SOPs.* Proactively provide status updates to client team, including Executive Sponsors, to ensure successful and timely implementation.* Meet or Exceed expectations for Days to Implement and Forecasting requirements* Communicate client status to Implementation Services Manager, consistently and regularly.* Escalate issues to designated team contacts and/or cross-functional teams in a timely manner to ensure implementation issues are addressed early.* Quickly ramp-up on new releases and product functionality to ensure successful implementation of these features for clients.* Collaborate with other members of the implementation team to develop and deliver web-based training/presentations covering a range of service topics (eg: product review, documentation updates and new releases).* Contribute to special projects as needed to ensure successful service launches, improved internal processes/methodologies and on-going retention/satisfaction of client base.* Detail all implementation activities in CRM system.* Mentor new Implementation Project Managers* Accurately track project time allocation on a daily basis.

* Managed entire implementation, acting in the combined role of Project Manager, Functional Consultant and Technical Consultant. Activities include, but are not limited to: leading project design session(s), understanding and analyzing client business requirements, providing guidance and best practices on optimal configuration options to meet client needs, configuring the client’s site, managing third-party and Concur integrations (eg: credit cards, direct deposit set-ups, audit and other services), training clients and preparing for deployment of service to employees – all within defined timeframe of completion.* Successfully managed multiple/simultaneous implementations by continually motivating clients, ensuring project timelines are met, and client and/or partner issues are addressed while adhering to Concur’s SOPs.* Proactively provided status updates to client team, including Executive Sponsors, to ensure successful and timely implementation.* Met or Exceeded expectations for Days to Implement and Forecasting requirements* Communicated client status to Implementation Services Manager, consistently and regularly.* Escalated issues to designated team contacts and/or cross-functional teams in a timely manner to ensure implementation issues are addressed early.* Quickly ramped-up on new releases and product functionality to ensure successful implementation of these features for clients.* Collaborated with other members of the implementation team to develop and deliver web-based training/presentations covering a range of service topics (eg: product review, documentation updates and new releases).* Contributed to special projects as needed to ensure successful service launches, improved internal processes/methodologies and on-going retention/satisfaction of client base.* Detailed all implementation activities in CRM system.* Accurately tracked project time allocation on a daily basis.

• Managed multiple Client Onboarding projects simultaneously, serving as the main client contact, ensuring timely delivery within established quality guidelines while proactively documenting in the CRM with a main focus on large-scale/national accounts. Includes project kick-offs and scope confirmation, ongoing support and progress updates, back-end coordination with operations, project delivery and follow-up.• Coordinated and executed product training sessions via phone/web conferencing tools to both new and existing customers with a main focus on large-scale/national accounts.• Facilitated receipt of necessary client materials such as: paper MSDS, electronic MSDS image files, chemical inventory lists, existing MSDS database files; employee rosters/location information, etc. • Followed up with clients’ post-onboarding/project delivery to verify proper installation, configuration and use, and to answer further questions.• Communicated with back-end operations to: establish services project timelines, assign work, obtain project updates to relay to clients, receive notification of service task completion• Worked directly with the Sales team on large-scale/national account Client Onboarding planning - identifying and incorporating repeatable strategies to improve the overall onboarding process.• Traveled to customer’s location to conduct onsite training session(s), and/or attend trade shows, as needed or requested.• Provided outstanding customer service and communication to all clients that exceed expectations• Worked to immediately resolve issues reported by the client, escalating any unresolved issues to the appropriate persons

• Managed multiple large account projects simultaneously; setting project scope, priorities, deadlines, training schedules, and managing the overall customer implementation lifecycle • Conducted customer trainings via phone conferencing and Live Meeting to new and existing customers• Worked directly with the Sales and Services teams to plan implementation strategies • Assisted in developing repeatable strategies that improve the overall implementation process• Maintained all project documentation and schedules and reporting status on regularly basis to all stakeholders • Assessed customer needs and assist with the configuration of their MSDSonline system• Probed for sales opportunities for additional products and/or services• Followed up with customers post-implementation to verify proper installation and use and to answer further questions• Traveled to customer’s location to conduct onsite training sessions (upon request)• Facilitated resolution when a technical issue is encountered by working with MSDSonline Technical Support• Provided support for implementation and training related questions during the Sales process• Communicated requests for system enhancements or modifications to the Product Manager• Performed other Customer Care tasks as time permits

 Managed 30+ External Clients including Fortune 500 companies Provided technical support to internal staff and external clients for web-based job distribution application Integrated job boards posting specifications into job distribution system and conduct associated testing Monitored system errors, troubleshoot failed files and login attempts, resolve end-user inquiries Collaborated with Account Specialists to document client implementation guidelines Conducted web-based application training for the client’s end users Created and tackled help tickets detailing system errors from discovery through application Assisted in UAT testing for enhancements and fixed errors for web-based job distribution application Team Lead for 4 Digital Product Support Specialists and 1 Team Admin Created and executed training plan for new Digital Product Support Specialists

 Documented system defects and coordinated with the technical department to fix problems Tested web site functionality and usability according to the project plan guidelines Created monthly static reports to track web site performance, usage trends and return on investment Researched existing client web sites to determine requirements for content and usability upgrades Provided technical support to clients by telephone and detailed e-mail correspondences Provided clients and customers with product support for the web sites  Assisted with the management of new product website projects Work with other departments to ensure the website created meets all business needs and requirements Develop test plans for site Create documentation (PIF and Business Requirements) for new sites or for enhancements to current sites