Engagement Manager Ii - Strategic Accounts
CurrentProject manger for SAAS implementations, specializing in strategic and enterprises accounts facing unique product stacks and new product pilots. Leading cross functional teams across departments, interfacing with C level stakeholders, and forging new project paths.Achievements: Led a comprehensive overhaul of the utility billing implementation process for an Enterprise-level client: improved SLA conformance from 58% to 98%, decreased implementation time from 48 days to 26 days, improved customer satisfaction leading them to consolidate their entire portfolio with our companyAssumed an existing full-stack implementation with a dissatisfied, high-touch, Institutional client: mitigated outstanding risk, corrected project trajectory and client relationship, moved forward backlogged orders of 3 product groups for all sites, facilitated sales expansion, extrapolated project obstacles to improve onboarding procedures for all future implementationsDrafted and presented a project charter of a 9-month websites migration for an Enterprise-level client: collaborated with a team of product experts, account representatives, and stakeholders; projected budget, resource usage, timeline, and milestones; successfully pitched the charter to client stakeholders to obtain approval and project buy-inPiloted the expansion of the Engagement Management team to new business unit implementations: conducted in-depth reviews of existing processes, identified opportunities for improvement, debriefed strategic implementations leadership, collaborated on new procedures with internal teams to design and implement a new SmartSheet tracker and project dashboard, improved multi-client satisfaction by providing project management services to bridge implementation gaps, created an additional revenue stream for the company
