Brittany Hanley Email & Phone Number

~Serve as the main point of contact for complex implementation projects with SMB, mid-market, and enterprise clients~Understand data dependencies and help resolve data issues~Problem solve and coordinate data integration with our clients and CSMs~Work with customers to understand their specific needs, special situations, and use cases, then identify and implement solutions~Continuously engage with customers to maintain project velocity, generate buy-in, and drive adoption~Discover and document challenges faced and areas for improvement within our process and product~Continuously define, document problems and challenges faced by our partners~Assist the product team with quality assurance and improvement of the product~Help drive adoption and usage throughout implementation period

Since 2021, I have served as point of contact and liaison between technical customers and internal/external business stakeholders to effectively drive 15-25 simultaneous end-to-end implementations, onboarding process and training.♦ Conduct kickoff/onboarding calls to set up integrations. Communicate goals and set clear expectations. Fully understand and ensure alignment with customers’ requirements to ensure successful adoption of technology solutions.♦ Act as point-of-escalation to identify, troubleshoot, track, and rapidly resolve issues throughout implementation. Provide technical guidance on software functionality as product SME to consistently ensure winning customer experiences.♦ Provide post implementation Tier II Support for all data integration requests. Rapidly identify/resolve issues by utilizing API calls and escalations. Ensure milestones and quality parameters achieved.♦ Advise and mentor other implementation engineers to ensure project execution and delivery. Set benchmarks and ensure achieved, as well as problems resolved promptly.♦ Collaborate with sales, account management, product engineers, and customer success teams, cultivate internal relationships through effective communication. Devise processes and procedures to elevate the customer experience.♦ Articulate technical concepts to technical/non-technical stakeholders and ensure cross-functional team alignment with objectives.✶Fielded customer complaints during rostering system failure, successfully diffused complaints with diplomacy and tact to ensure maximum customer satisfaction and retention. Received 5 star customer ratings.

Denver, Colorado

During my expansive tenure here, I served in key customer facing role strategically deploying and supporting data management solutions comprised of ~eight applications for ~40 school programs.♦ Communicated with schools to identify user requirements and translate to technical/systems requirements.♦ Customized information system functionality for individual school districts as technical Subject Matter Expert (SME) across five applications.♦ Managed school district clients on system onboarding, adoption, and integration for Student Information Systems (SIS). Conduct troubleshooting and on-going technical support.♦ Conducted comprehensive quarterly/on-demand in person/virtual training for teachers/administrators for five applications including;Student Information System (SIS), Individual Education Program (IEP) system, Learning Management System (LMS), and assessment system.♦ Scrupulously crafted guides and documentation for all applications utilized by schools to ensure knowledgebase availability 24x7.♦ Adeptly utilized tools/features of SQL to manage client database with meticulous attention to detail.♦ Collaborated with cross-functional teams across development and testing to ensured alignment with customer goals.♦ Devised RFPs to ascertain appropriate vendor. Reviewed, selected vendor and purchased solution that fit customer needs.♦ Leveraged data reporting, dashboards, and metrics to accurately present performance results.♦ Methodically designed, implemented, and maintained automated provisioning and integrations. Administered data imports/exports.♦ Meticulously analyzed data quality to correct integrity issues and provide tracking for training and reporting needs.

Aurora, Colorado

Responsible for all ETL processes for special education staff and student data to Colorado Department of EducationCreated and managed quality assurance checks for data entry into the Enrich IEP SoftwareServed as departmental contact for IT and software questions for over 500 staff membersEvaluated and improved submission practices and processesConsulted with information technology and/or software vendors to develop file layouts and data exportsConducted in-person and remote training for Enrich IEP SoftwareConducted training and presentations related to data submissionPerformed System Administration duties (daily maintenance and troubleshooting) for Enrich IEP softwareDeveloped training materials and monitored protocols of state submission requirements to divisions, departments and school staff