Lead all activities related to client services and responsible for growth of the client relationship. Initially support the sales process as a subject-matter expert, then lead the transition phase with mobilization, consulting, and delivery center team members to stand-up the business process service. On-going responsibilities and accomplishments include:• On-time mobilization of business process services at 15% below transition budget, realizing a savings of over $200k at time of service transition* Governance of global capability and client service delivery* Continuous evaluation of processes to leverage opportunities for Robotic Process Automation (RPA) and Artificial Intelligence (AI)* Leadership of issue resolution and application management of SAP SuccessFactors, the technology platform underpinning the business process service

Directed successful operation of $25 million learning services engagement delivered with a team of 55 people. Developed a deep understanding of the client's operating environment and business strategy, organization, learning approach, curricula employed and learning vendors. Used this knowledge to manage client relationships, learning demand, issue resolution, program design, reporting and proposals, and new business development. Performed all program management activities. Responsibilities included:Performance Consulting – provided learning strategy and consulting services* Worked with business leaders and application system owners to understand learning, deployment and performance needs* Proactively identified opportunities for learning to enhance the client’s business* Structured services to meet the learning and performance needs of the business* Clearly defined and documented the learning plansAnnual Planning and Demand Management – provided the interface between the client and the service delivery organization* Proactively gathered client’s business needs and strategic priorities* Aligned and prioritized learning requests using key client priorities, capacity, and affordability constraints* Resolved issues with learning design and development

Led organization adoption projects on large-scale ERP application implementations at Fortune 500 companies within the Chemicals and Pharmaceuticals industries. Led teams of over 20 people and $4 million of annual project revenue. Delivered organizational and end user readiness of strategic transactional processing capabilities. Resulting infrastructures allowed client companies increasing scale without increasing transaction costs. * Sold the change management project work to clients and managed follow-on contract changes* Delivered business readiness by creating comprehensive change management strategies, planning the work, and managing the team* Planned and managed projects with over 10,000 end users on a global-scale covering North America, Europe, and Asia-Pacific* Coached executives and senior leaders in the client organizations on: culture and organization impact analysis, change barrier and resistance management, sponsorship engagement, team alignment, communications, and leadership action plans. Leadership teams varied in size from two to seven members.* Business process areas impacted by ERP implementations include: Order-to-Cash, Purchase-to-Pay, Supply Chain (Manufacturing and Quality Assurance), Facilities, Finance, and related reporting through data warehousing* Defined and built change management and training market offerings for Accenture’s SAP R/3 Netsourcing solution* Recruited, hired, and managed the performance and development of team members and coordinated with 3rd-party vendors* As a manager within a matrix structure, was responsible for career counseling and career management of five consultants who were deployed to other client projects

Delivered communication and training assets on large-scale ERP application implementations at Fortune 500 companies within the Chemicals industry. One client realized $100 million inventory savings from manufacturing planning process changes.* Planned and executed initiatives to develop ownership for changes within the organization* Managed teams of up to fifteen members to deliver change management and training materials* Coached the client program manager to position the program with the project executive sponsor* Designed and developed sponsorship program within project and leadership teams* Led organizational design and development efforts to determine organizational changes and training needs* Defined and implemented global communication approach including web-sites, newsletters, leadership briefings, marketing campaigns, and various other communication media* Managed regional coordination of site readiness* Managed training development with multi-language requirements* Monitored project budget, status, and achievement of milestones

Planned and developed training approach and course materials on large-scale ERP application implementations at Fortune 500 companies within the Software, Paper, Steel, and Electronics industries. Delivered training solutions with smooth uptake of new business processes by the end users.* Conducted training needs assessments for multiple sites and regions* Structured training course designs and developed training curriculum* Led training material development for the curriculum areas: Finance, Purchasing and Inventory Management, Customer Service, and Order Fulfillment through partnership with SAP experts and instructional designers* Determined the training database strategy for training conducts in multiple countries/timezones* Defined the process for translating a web-based user procedure support tool for a multi-language roll-out* Established multimedia design standards with other instructional designers and monitored compliance with those standards* Developed multimedia training components* Coordinated development of course units with other course developers* Created, monitored, and refined workday estimates* Ensured course development met project deadlines* Conducted training effectiveness analysis to determine impact to key performance indicators