Bethany Cramer Email & Phone Number

Walldorf, Bw, De

Walldorf, Bw, De

Waldorf, De

- Led group dedicated to the global release readiness preparedness for our Customer Value Organization, a global team covering over 2000 employees handling a variety of customer-facing work. This includes the design, development, and implementation of change management, communications, and training strategies across all impacted stakeholders groups for all SAP Ariba Releases.- Collaborated with cross-functional teams such as Engineering, Product Management, Software Development, and Corporate Readiness teams to advocate for needs of CVO department employees and managed customers during the SDLC and provide requirements on needs to complete project plans as developed to represent goals of organization.

Waldorf, De

- Lead the design, development, and implementation of change management, communications, and training strategies across all impacted stakeholders groups for Ariba releases (over 20 a year) impacting the Supplier Management Organization (SMO), a global team of over 400+ employees handling diverse work such as targeted seller management and technical configuration of customer procurement systems.- Collaborate with Engineering, Software Development, and Corporate Readiness teams to advocate for needs of SMO department employees and managed customers during the SDLC and provide requirements on needs to complete project plans as developed to represent goals of organization.- Manage complex cross-functional strategic product development initiatives using appropriate project management skills. - Provide updates to leadership within organization of upcoming initiatives that will impact their employees.- Participate in working groups and project teams at a corporate level on product development and release readiness strategies to ensure the most successful program for our customers and employees.

Waldorf, De

- Leading key change and quality initiatives for the global Customer Assistance team through process creation, data analysis, and project team leadership. - Head of Customer Support Department's release readiness program, coordinating project team of individual accountable owners to prepare over 150 global employees for monthly releases of the Ariba products. Includes collaboration with engineering and solutions teams throughout the Software Development Cycle, updates to members of leadership on overall progress, and advocacy of Customer Support needs and goals throughout the process. - Responsible for Quality program for team, analyzing 100+ customer interactions and surveys a month, running leadership discussion sessions, and develop improvement projects for actionable departmental improvement. - Program Manager for Chat support implementation for Customer Support, facilitating 500+ chat interactions a month and process creation for agents. - Coordinator for external notification program to 100,000+ customers, ensuring training for all senders and creation of all support documentation.

Waldorf, De

-Established new global team (consisting of on-site and remote employees) dedicated to ensuring quality service to Ariba customers.-Managed team of employees working in professional services, agent coaching, training, and improvement projects for the department. -Served as project lead on several department wide improvement projects for the reduction of service requests as well as employee training. This included a customer deployment process within -Support and reference portal for new customers on Support practices. -Facilitated relationships and communication with several internal teams, fostering greater collaboration through the participation in root cause analysis for process improvements and regular meetings about the state of our interactions. -Assisted with release readiness for Ariba products via trainings, user testing, and management of individual contributors.

Waldorf, De

-Improved the quality of existing internal documentation while creating new tools for the team and managing agent portal.-Served as a functional expert on Ariba Network, Ariba Procurement Suite, and Contract products, handling high-impact and sensitive customer service requests.-Worked as project lead for customer-impacting improvements, including the creation of a Frequently Asked Questions portal that reduced service request volume 1000+ per year and institution of a global mentoring process for new agents.

Waldorf, De

-Supported the international customer base of Ariba products via phone and web-based requests. -Contributed to the Ariba Knowledge Base with customer service advice and product-related information. -Coached new agents to best practice for customer service phone support.

Palo Alto, Ca, Us

-Analyzed and researched relationships of potential clients and adverse parties while providing firm-wide support. -Aided in creating training manual for the department focusing on research best practices. -Trained analysts in conflicts research and research techniques.

Charlotte, Nc, Us

Master Of Library And Information Studies, Library And Information Science

Bachelor Of Arts In Communication And History/Political Science, Communication