Technology Company that provides an ERP software application for the travel tour industry.Responsible for providing direction and guidance to the team leads for the following three pillars of customer satisfaction; onboarding, training and support.• Put into effect daily stand ups for entire customer satisfaction team where large scale customer projects are discussed.• Instituted new procedures and workflow for the customer onboarding process which effectively reduced the time to implement from 9 to 12 months to 3 to 4 months. • Implemented a consistent and repeatable customer onboarding approach in order to ensure customers are able to understand and fully utilize all aspects of the solution.• Successfully created approach for upgrading existing customers from legacy application to newly developed application.• Created approach for access to internal/external documentation and training solutions for customers.• Implemented process for handling customer support issues. From how customers should contact support to management of tickets.

The CRM market has forgotten its original value proposition around helping organizations acquire new customers, and has gone virtually unchanged for over twenty years, with users forced to accept the challenges and value shortcomings that have associated their use of CRM software. For this reason, ItaQuod (a startup), was established. ItaQuod is an innovative Structured CRM solution that is driving the evolution of CRM required to maximize CRM’s value to its customers. It benefits Sales, Marketing, Product Management, Strategic Alliances and the C-Level. ItaQuod is the best CRM solution ever designed, if your focus is to leverage your resources to maximize customer acquisition and revenue today, while having real-time access to the information needed to learn how to acquire more customers and revenue in the future. Responsible for onboarding customers in the most effective and efficient manner possible allowing customers to understand, implement and use the full range of capabilities the ItaQuod service has to offer, which ultimately builds the foundation for a lasting and trusting partnership.• Defined and created the entire onboarding process for the ItaQuod service.• Created all presentation and training agenda material to support the customer onboarding process.• Successfully onboarded 10+ customers/partners on the ItaQuod service.• Facilitated onsite customer/partner meetings/training.• Worked closely with the product development team acting as customer liaison for prioritizing product fixes, developing new features and communication of fixes or features to customer base.• Maintained user guide documentation as new fixes/enhancements were deployed.• Assisted products and quality assurance teams with QA testing.• Worked in concert with VP of Customer Support to ensure onboarded customers had a seamless transition in using the service to its fullest potential after go-live.

Technology company that connects businesses and people through a unique private messaging application.The client project manager serves as an implementation specialist, and as the primary contact for Relay's network of corporate clients. Transitioning relationships from the sales phase, and executing programs that exceed client expectations. Execution of the full lifecycle project management process, understanding and driving the overall solution architecture, developing integration requirements, and deploying the solution.• Develop detailed project plans to implement the solution.• Justify and obtain stakeholder approval for adjustments to project schedules and resources.• Collaborate and influence the activities of Relay and client cross-functional resources (Sales, Product, Systems Engineering, Quality Assurance, Operations, Business Owners and Management) to achieve mutual goals.• Anticipate project risks, communicate status, and resolve issues.• Track and manage contractually specified project deliverables, and consistently meet deadlines.• Review test plans and coordinate UAT.

SaaS Expense Management Solution targeting SMB organizations.• Responsibilities included individual contributor, management, process improvement, interdepartmental collaboration, leadership team and board meeting participation.• Exceeded annual client subscription renewal rate goals consistently.• Managed a diverse team responsible for new client implementations and training, ongoing support and process consulting. • Performed individual contributor customer satisfaction responsibilities for select accounts. • Conducted quarterly web based meetings to client base presenting application features and functions to promote a higher level of customer adoption.• Participated in client engagements with the sales and customer retention teams to assist in closing new business or retaining existing customers.• Instituted a process where each team member was responsible for a unique expertise to allow for future growth opportunities for that team member and leverageable by the entire CS team.• Managed the installation of internal project tracking tool for client implementations.• Reduced median length of implementations to less than 60 days by instituting a more streamlined and customer engaging process.• Implemented a self-service knowledgebase for use by clients and support agents, effectively reducing the number of support tickets received and offering a higher level of service.• Worked closely with the product development team acting as customer liaison for prioritizing product fixes, developing new features and communication of fixes or features to client base.• Collaborative sessions with the marketing team to work on customer initiatives, driving user adoption and retention.• Semi-annual presentation to entire company providing metrics and goals for CS team.• Participation in quarterly Board Meetings representing the performance and outlook of CS.

• Responsible for implementing, training and supporting clients on the ExpenseWatch solution.• Built trusted relationships with clients via phone and web based meetings.• Implemented on average 30 – 40 clients per year.• Analyzed existing client spend management processes in place and recommend new processes and practices to take advantage of what the service has to offer. • Managed critical customer issues and facilitated communication between customers, tier 2 support and product development.• Documented internal and external processes.

After Activant Solutions, Inc. acquired Trade Power, Inc., responsibilities shifted towards a product support role for all electronic commerce initiatives and associated applications within the wholesale distribution division. Supported applications included proprietary electronic data interchange solutions and an internet trading network.Accomplishments:• Mastered Activant's electronic commerce initiatives and associated applications and therefore was able to support Activant client base with confidence while continuing to support Trade Power client base.• Met or exceeded quarterly goals set by management. Goals included successfully installing customers and manufacturers on an internet trading hub called Trading Partner Connect and creating solutions that could be used by the support group to quickly and effectively solve customer issues.Additional Responsibilities:• Troubleshoot and resolve customer questions involving electronic commerce functionality and related issues.• Contact third party networks and trading partners to reach satisfactory resolutions.• Train new employees on electronic commerce initiatives and associated applications.

Responsible for managing the development, testing, documenting and installation of the EDI (electronic data interchange) product within Trade Power's wholesale distribution software package. Managed the EDI support staff for both the technical and consulting departments. Goals were accomplished by gaining an understanding of the client's requirements and determining a business case for new enhancements and products that are of value to the client and to Trade Power. Managed this process from the creation of the functional specification, to working with the developers, to testing, and to successful installation of the product, which is determined by the client seeing value in the end result.Accomplishments:• Responsible for the revenue generation of the EDI product.• Completed EDI invoice import to accounts payable project. Application significantly reduced operating costs within over 50 client's accounts payable departments.• Completed vendor managed inventory project.• Successfully migrated over 50 clients to a new value added network solution.• Completed multi-currency project within purchasing and receiving applications to enhance product for international sales.Additional Responsibilities:• Managed the support and operations of 80 clients utilizing 200 EDI maps for 25 different application modules.• Liaison between clients and two value added networks (Kleinschmidt and IDX2).• Trade Power representative to client user group EDI sub-committee.• Responsible for creating and delivering presentations via the web and at annual user conferences. Annual user conferences included at minimum 3 sessions with audiences from 25 to 200 attendees.

Responsible for training and installing new clients on Trade Power's Array software solution. Goal was accomplished by working with the client to formulate an installation schedule to reach an ultimate "go-live" date. It was the responsibility of the installations consultant to train key personnel at the client's location for preparation of the install of the new software.Accomplishments:• Successfully installed 7 electrical wholesale distributors on Trade Power Array software. Average size of distributor was 50 employees.Additional Responsibilities:• Train Array applications to clients on-site, which included Accounts Receivable, Inventory, Pricing, Purchasing and Receiving.• Build a strong working relationship with client from CEO to warehouse employees.

Responsible for supporting existing EDI (electronic data interchange) clients and generating new business within the EDI product. The goal of supporting the existing EDI clients was accomplished by gaining an understanding of the EDI product by working on support issues and testing new features. The goal of generating new business was accomplished by contacting existing clients and presenting the benefits of the EDI software solution.Accomplishments:• 375% increase in EDI revenue within 4 years.• 300% increase in the number of EDI clients (30 to 100).• Quality Contribution Award, May 1996Additional Responsibilities:• Liaison between clients and value added network (Kleinschmidt) for 100 plus clients.• Mastery of the EDI ANSI X12 standards.• Created an EDI Manual to support product for use by clients, customer support and installation of product.

Responsible for the installation of branch locations of Trade Power's largest client. Goals were accomplished by on-site training of client's employees and then assisting clients for one week after their "go-live" date.Accomplishments:• Mastered the installation responsibilities in areas of business workflow including: Purchasing, Receiving, Sales Order Entry and Accounts Receivable