The key to successful, happy customers is to provide consistent experiences at every phase of engagement. Launch offers strategic guidance to small and mid-sized, product-oriented software companies for customer-focused operational planning and execution. Together with Launch, teams will set up and refine customer-focused operations that help products, customers and companies succeed.

• Provide management support for the professional services team: 4 developers, 2 project managers, 1 BA and 1 QA.• Offer leadership and guidance to the team to enable timely delivery of projects, on budget and with a high level of customer satisfaction.• Build and iterate Agile processes to shorten time to market and positively impact customer experiences. • Make effective operational decisions based on data analysis, Agile principles, organizational DNA, and cost controls.• Provide strategy and focus for Implementation Optimization project. Project is 50% complete. Results to date include: o Reducing project timelines for new customer onboarding from 10 months to 3 months.o Reducing the number of development hours in an average implementation from 800 to 135 (anticipated hours upon project completion is 35). o Increasing profit margin from 22% to 77% (anticipated profit margin upon project completion is 93%).o Increasing departmental throughput, allowing for a 56% reduction in professional services team resources.• Participate on management team and present departmental updates and strategic plans to board of directors.• Assist executive leadership in forecasting, staffing and budgetary planning.• Work closely with sales, support and customer success leaders on the transition of customer projects.• Implement and manage resource planning and assist in sales forecasting.

• Leverage Agile principles to help the team set up to deliver projects on time and on budget.• Incorporate and execute processes for iterative development, sprint planning, SCRUM, Retro and overall Agile workflow management.• Support project management team at program level: project assignments, resource assignments, planning, forecasting, and serves as point of escalation.• Develop, implement and iterate cross-departmental processes that drive project success, customer success and customer satisfaction.

• Led and coordinated projects to define and document the product MVP, “add-on” features and standard integrations. • Led and coordinated a critical organizational pivot from an IT service provider to a SaaS platform solution.• Provided management support and guidance to team of 1 product manager. • Implemented and managed the product roadmap. • Worked closely with development teams to execute against roadmap items using Agile principles.• Delivered product demonstrations in the sales process and at trade shows.• Delivered product enhancement projects/initiatives.• Assisted in getting Deck Commerce OMS to market.• Worked closely with director of engineering regarding technical strategy.• Coordinated with the development team on feature timelines and scope.

• Managed Agile processes including daily scrums, grooming sessions, feature demos and sprint/project retrospectives.• Served as the main point of contact for the customer for projects.• Worked with sales, BA’s, QA’s, Engineers and Management to ensure projects were delivered to specifications.• Developed, delivered and communicated project plans, risks analyses and status updates.• Followed strict resource management and change management practices.• Served as a brand ambassador for Deck Commerce and encouraged customers to adopt best practices.• Managed multiple concurrent projects/tasks.• Coordinated multiple teams, both internal and external to Deck Commerce.• Tracked, managed and delivered hours reports for project billing.• Established and refined project management processes and best practices.• Managed project ticketing and time reporting system.

• Client Relationship Management Across Implementation Lifecycle - Initiate contact and establish relationships with new clients in order to create the foundation for a seamless transition from point of sale throughout successful product and services implementation and support. - Partner with clients to identify key business objectives and aid clients with Bullhorn best practices regarding user adoption techniques, rollout strategies, education plans. • Schedule and Resource Management - Discuss, define and coordinate implementation schedules. - Set expectations in terms of time required to accomplish technological and business objectives according to number of users, technical complexity of conversion, and defined business requirements - Ensure effective completion of project milestones by allocated resources on time and on budget. - Lead cross functional teams in the development and successful completion of key project milestones• Metrics Management - Manage On-budget deployments as well as metrics aligned with departmental goals of Billable utilization, Profitability, and Customer satisfaction. • Risk Management - Clearly define and articulate project risk items to clients in a way that is understood and are either remedied or assumed.• Quality and Change Management - Configure systems according to functional specifications, including migration verification and reporting metrics, while managing to a defined scope of work and enacting change management, when applicable. - Provide necessary on-site training for clients once they are live; help to create the highest level of comfort and confidence in the Bullhorn system and ensure proper usage to maximize user efficiency.• Communications Management - Manage all activities around client implementation, including: facilitating scoping sessions, documenting functional specifications, leading project teams, managing customer expectations, and maintaining high customer satisfaction

• Communicated well with Sales, Data Conversion, and other departments within the Sendouts organization to ensure client success• Supported sales in hand-off of new clients • Set and managed client expectations• Managed client relationships during the implementation process • Performed project management and wrote documentation• Provided training and knowledge on core products and solutions to new clients based on business intelligence collected throughout the implementation process• Actively managed internal CRM tool for scheduling and tracking activities• Wrote technical specifications for client software customizations

• Performed in a fast paced environment by finding creative ways to locate, evaluate and place top of the line IT candidates with Fortune 500 clients • Recruited and hired highly qualified IT consultants via detailed research and networking• Reviewed national job boards such as Career Builder, Monster and Dice to find potential candidates and further develop Kelly Mitchell’s internal database and clientele• Used Social Media tools such as LinkedIn, Facebook and Twitter to communicate with candidates and advertise job openings• Demonstrated progressive thinking when analyzing job descriptions and resumes to better assess candidates’ qualifications to provide a wider spectrum of options for employment through Kelly Mitchell• Conducted candidate interviews in-person, over the phone and via Skype• Evaluated candidates’ employment history, educational background, technical acumen, and salaryrequirements in order to best match their needs with clients’ job openings and budgets• Facilitated the negotiation of compensation and benefits packages• Edited and restructured candidates’ resumes to better reflect key qualifications for the position at hand• Promoted finalized resumes to internal Account Managers by summarizing candidates’ credentials and highlighting personal attributes• Participated in client conference calls as needed to determine specific client needs and objectives• Built and maintained strong business relationships with clients, candidates and coworkers

• Worked with department executives on accounts including Abbott, Pfizer and Amylin-Lilly• Designed templates and layouts in Microsoft programs• Developed monthly revenue capacity analyses for department General Manager and Business Manager• Collaborated with executives and account staff to perfect new business proposals• Attended weekly inter-office conference calls detailing the status of client work in progress• Referenced journal articles and other data sources for client projects• Coordinated and scheduled client meetings• Provided daily administrative support

• Composed gallery E-newsletter • Handled public relations through face to face public and client contact • Formulated marketing and advertising materials designed to increase daily gallery foot-traffic• Advertised, coordinated and hosted gallery events• Managed gallery appearance by rearranging existing art work and adding new art work to gallery displays