I coordinated end-to-end onboarding experiences for numerous clients, with a primary focus on ensuring a swift realization of value during each client's implementation journey. I also fostered cross-departmental collaboration with key sales and customer success stakeholders to revamp (and maintain) the company's sales to implementation pipeline for various strategic and "Tier 1" accounts. In turn, I developed new Django product features, created/refined CRM workflows, launched targeted e-mail campaigns, and established clearer process documentation.While employed in this role, I:• Contributed process optimization allowing higher implementation capacity (from 3-5 to 15-20 clients simultaneously) through the institution of Django product features, CRM workflows, e-mail campaigns, and process documentation mentioned above.• Drove the company's adoption of a handoff documentation process, subsequently equipping the customer success team with crucial information to successfully optimize effectiveness.• Orchestrated 50+ detailed discovery sessions to identify key nuances in client workflows, challenges, and aspirations while also ensuring the institution of bespoke solutions.• Achieved a 15% boost in implementation success rate by establishing recognition as a trusted technical advisor (and, in turn, consistently offering strategic guidance to clients); similarly achieved a 300% boost in configuration task efficiency by advocating for changes in internal tools allowing quicker configuration.

I collaborated with clients, engineers, product, and sales teams to conceptualize and implement product enhancements (ensuring proper adherence to key client requirements where applicable). I similarly designed and spearheaded comprehensive training programs, as supplemented by hands-on sessions, detailed materials, and feedback loops allowing clients to maximize utility and understanding of Capsule's product suite. Lastly, I offered live post-launch product support while also overseeing the development and execution of a user acceptance testing (UAT) process for new product releases.While employed in this role, I:• Pioneered the UAT process mentioned above by establishing testing scenarios, administering UAT initiatives, and facilitating product refinement based on feedback.• Maintained an average success rate of 180 hours per month covering staff productivity gain for mid-size practices; similarly achieved an average of $16K per on-time appointments for practices with five (5) or more providers.• Decreased client-reported issues by 40% - and enhanced overall product reliability - via timely resolution of disruptions and challenges to service bottlenecks in conjunction with the appointed engineering team.

I translated accumulative user feedback into actionable tasks while also establishing strategic vision for future product features and enhancements (and, in turn, developing features with the product and engineering teams). I also drove product adoption and user satisfaction via new features and rollouts to client teams in conjunction with associated training, documentation, and collaboration. In turn, I moderated forecasting meetings across multiple teams to plan development work on a weekly basis (including the sharing of a Google Sheet document to input lines for projects needing developer time or additional information).While employed in this role, I:• Improved operational efficiency by 115% through insightful client engagement sessions and the systematic extraction and leveraging of pivotal business requirements as CRM solutions; similarly increased efficiency by 115% through the development of customized Salesforce workflows meeting individual client requirements with tailored workflows.• Saved an estimated $65 hourly per 20 people at forecasting meetings (achieving $1.3K per meeting and $62.4K per ~48 meetings a year) via management of process changes allowing swifter decision-making efforts.• Reduced continuous manual labor of data validation from eight (8) hours of continuous manual labor of data validation with chance of human error to three (3) hours of processing time by successfully automating a manual data migration validation process with VBA (also increasing data validation efficiency by 800% through a VBA-based Python script).

I identified and resolved operational inefficiencies by fostering continuous improvement methodologies for healthcare clients via multiple tools (such as Kaizen events and process flow diagrams). In turn, I rendered additional oversight for forecasting inventory needs, delineating customer requirements, and creating facility layouts in AutoCAD while also maintaining proper adherence to OSHA and company standards. I similarly administered training and classroom sessions for in-house performance coaching at healthcare and consumer product facilities (and for audiences of varying management levels).While employed in this role, I:• Served as project engineer for a continuous improvement initiative to expand a conveyor line at a healthcare fulfillment center to increase throughput by a projected 250%, with a primary focus on analyzing outbound data to identify project requirements and collaborate on the development of multiple proposed layout designs and project quotes.• Assisted in the identification of $15.6M in savings via workforce opportunities and innovations for a large cell phone fulfillment center, as supplemented by new standards in the returns department to determine potential labor savings.• Recovered over $300K in net labor savings for a large textbook company's distribution centers based on sound recommendations from data collection and statistical analysis efforts to develop engineered labor standards.• Developed a macro-enabled Excel spreadsheet tool to address a WMS integration issue with an associated vendor necessitating a manual process cost of $260 daily during system outages; successfully lowered manual process time to half an hour via an automated macro developed in VBA (as well as process cost to $32.5 daily - an 87.5% decrease).