• Playing a pivotal role in developing a new Customer Success program through collaboration with the team• Designing streamlined processes for each stage to ensure optimal efficiency and effectiveness• Creating engaging and informative customer-facing materials to enhance customer experience• Establishing a strong foundation for an easy-to-follow Customer Success Playbook to facilitate seamless implementation• Skillfully managing a diverse portfolio of 20+ enterprise customers across various tier levels to ensure their success and satisfaction

• Streamline requirements and solutions for optimal outcomes• Provide expert guidance and mentoring to clients• Collaborate with clients on project reviews, requirements, goals, and design• Offer tailored engagement planning and hands-on mentoring• Provide thorough work reviews and feedback, swift troubleshooting and issue resolution, and detailed documentation for transparency and progress

• Manage high-profile customer experience with Exstream• Troubleshoot applications and advise customers and colleagues on design issues and application changes to fix problems• Identify true defects in the software and work with development to get defects resolved• Coach and train colleagues in different aspects of the software• Work with third-party companies to resolve issues with either product that is affecting the customer's needs

• Troubleshoot applications and advise customers and colleagues on design issues and application changes to fix problems• Identify true defects in the software and work with development to get defects resolved• Coach and train colleagues in different aspects of the software• Work with third party companies to resolve issues with either product that is affecting the customers needs

• Proficiently performed customer needs and requirements analysis, systems installation and integration, and application design and implementation, both as an individual and as part of a team• Effectively translated technical plans into work tasks for application design and development of customer communications applications• Skilled in debugging applications and high volume print streams on multiple platforms including MVS, UNIX, and NT• Managed customer expectations and developed solid approaches to technical problems, ensuring adherence to a structured project approach• Designed and developed 401K statements and other retirement benefit statements for a Fortune 1000 companies using Dialogue, with two earning the DALBAR Seal of Excellence; also managed a large curriculum project involving revision of current courses and creation of new advanced courses, requiring coordination between the Professional Services and Development groups.

Pre Sales Technical Support 1999 – 2000 Software Consultant 1998 - 1999 Technical Support Representative 1996 - 1998• Develop, design and demonstrate industry and customer specific prototypes • Liaised with external software companies in a variety of industry sectors• Application design, development and troubleshooting of DOC1 and high volume print streams on multiple platforms including MVS, UNIX, and NT • Translated technical plans into work tasks by adhering to company standards• Communicated technical issues and provided programming services in a domestic and international environment• System installation and integration of DOC1 product• Provided international second level customer support for one-to-one object oriented statement design and marketing tool • Participated in Industry related events, such as XPLOR Conferences

Senior Analyst Programmer 1996 - 1996 Analyst Programmer 1995 - 1996 Associate Analyst Programmer 1994 - 1995 Output Technical Support Specialist 1994 – 1994• Provided technical and strategic leadership for the selection, use, installation, and development of output technologies for 11 business units• Key role in the timely delivery of several critical high profile projects, both technical and industry related• Worked closely with Print/Mail room to ensure total customer satisfaction• Marketing plan development, project management with a key leadership within an Account Management Team