Lead team of Implementation Onboarding Specialists responsible for shepherding clients from the close of sales to full adoption of the SaaS solution(s). In addition, responsible for full lifecycle ownership of complex, often bespoke, internal and client facing programs.Programs have included:• Guiding clients through complex workstream, technical and shared partner organization process adjustments. Advise clients on best practices and technical requirements, coordinate testing, organize partner reach out, report, monitor and influence partner compliance. The goal of these programs is to provide thought leadership and assist clients to best leverage the full power of the product suite.• Identifying internal process roadblocks and inefficiencies via interviews, shadowing and curiosity. Identifying the most impactful adjustment(s) and build buy-in. Coordinating with internal stakeholders and experts to define ideal processes then documenting, deploying and training all impacted teams. Finally monitoring, iterating and / or smoothly transitioning ownership as benchmarks are met. • Leveraging tools for automation, big data analysis / reporting and AI. • Identify and champion SaaS product improvements working closely with Product, Design and Dev Teams.Tools Leveraged: Google Looker, Salesforce, Gainsight, Smartsheet, JIRA, Lucid Chart, Miro, Google Suite, Microsoft Suite, Excel, WalkMe, ChatGPT, Pardot, 6sense

Guide client in various projects aimed at making client web and mobile content accessible to persons with disabilities. Projects can include: multiple SaaS & on-prem product instillations, assessments of current state, coordination of embedded coaching, review of SDLC and shift left possibilities for accessibility, product maintenance, coordinating instructor led training and more.

Expanding on Implementations role to focus on APAC & EMEA client needs.In addition to continuing to implement new client and client expansions:• Manager of the APAC office• Bolstered knowledge base & project management tools to reflect APAC & EMEA specifications• Developed strategic positioning plan within APAC• Strengthened the internal support bench via mentorships & broader cross-departmental training initiatives• Conducted bilateral cross cultural training• Built company brand within India via speaking engagements & other outreach initiatives

As part of the Implementation Team, responsible for project management of new programs & expansions for PRO Unlimited clients. Role included: conducting discovery, designing program guidelines to the best advantage of the client partnership, coordinating contract negotiations, direct PRO Unlimited proprietary system configurations, design & oversee implementation of technical system integrations, coordinate testing, guide & draft change management roadmap, drafting training materials & conducting trainings for all levels of client and PRO Unlimited stakeholders, chairing internal & client project meetings, tracking & reporting project status to both client & internal stakeholders, offer industry specific advice & leadership to clients, etc.

Responsible for covering extended leaves of PRO Unlimited client facing staff members & implementing programs/projects as need. In this capacity, covered for roles ranging from Client Service Coordinator, Operations Manager to Program Manager & more. This role demanded a high level of flexibility & the ability to successfully gain trust & rapport, quickly understanding situational needs. 90% travel & remote work when not at client sites.

Part of a team who took identified locations & orchestrated the full retrofit, zoning, infrastructure, technology, staffing & all other necessary components to open the space as new medical offices.

Worked & lived in a Malawian village assisting the community to develop & implement community improvement programs.Key Achievements •Managed projects of two planting seasons resulting in over 250,000 trees planted in deforested areas. •Implemented programs in two secondary schools to improve education levels resulting in a 100% increase of students pass rates of the national exams in two terms. •Trained over 50 ‘Savings & Loans Groups’ in household budgeting, simple loan education, small business management & entrepreneurship. •Awarded & managed grant of MK900,000. •Appointed by the Country Director to represent Peace Corps in a presentation to the President of Malawi, Joyce Banda, in a televised event about Peace Corps impact in Malawi.