Documenting client AI use cases to present for companywide demos. Apply methodology for input sanitization to prevent prompt injection attacks. Identifies business challenges and devises AI solutions to address them.Design scalable robust AI systems that meet business requirements and align with organization goals. Present reviews and demos of the AI Studio to C-level executives and main stakeholdersSupport initiatives involving AI standards, prompt engineering, bot training, question answer pairing.Provide escalation point between customer and development teams.Assist users creating AI workflows, reviewing user feedback of customer bots and Generative AI answers.Provide users with analysis on chat/email bot performance and provide plans to improve as needed.Manage projects and approve recourses timesheets with a book of business of 500k ARR.Perform data analysis to determine effectiveness of question/answer pairs.Act as a trusted advisor, thought manager, and subject matter expert to customers. Partner with customers to understand their current and future business goals and problems and translate that into people, product and process strategies.

Assisted in creating and documenting the operational function of the business along with account management. Present quarterly operating reviews to C-level executives and main stakeholders.Support initiatives involving infrastructure and development projects for a 3M account.Serve as the first escalation point for the client, escalating within NorthWinds as necessary. Collaborate with matrix partners and other internal resources to resolve escalated, complex, and sensitive client issues. Provide a roadmap of client needs based on customers business needs and ensure the items are addressed within the designated sprints. Setup infrastructure project roadmap.

Contributed to the development of the business operations and account management framework, including documentation.Led a team of developers and provided direction in project forecasting, workflow management, and daily scrum meetings.Analyzed customer data to inform account teams and drive contract renewal opportunities, including timed percentage increases and service strategy execution.Developed and implemented internal procedures for contract renewals and hour management, while promoting the company's vision to the development team.

Collaborated with renewal managers and account teams to drive customer renewal opportunities from identification to close.Analyzed customer data to inform renewal and account teams and execute against agreed product, software, and service strategies.Provided customer insights and analysis to identify and capitalize on renewal and expansion opportunities in a timely manner.Offered strategic recommendations to renewal managers and account teams to identify solution gaps and upsell and cross-sell opportunities across annuity and product offerings. Accurately tracked the sales pipeline in Salesforce to ensure teams have access to updated information.Handling renewals from 500K to 2.1 million in size.

✓ 1. Clearly defined and documented best practices during the creation and expansion of a customer success onboarding team.✓ 2. Coordinated quarterly business reviews and gathered data from tools and sources that included ServiceNow and Amplitude. ✓ 3. Delivered and supported a smooth and flawless customer on-boarding experience, which maximized retention and satisfaction. ✓ 4. Transformed the performance of an ecommerce platform, emulating customer scenarios and providing the team a list of defects.

✓ 1. Analyzed data for the installed base and adjusted service levels based on specific items and requirements under contract. ✓ 2. Delivered enhanced visibility to the account team by enhancing the availability of customer position/asset management tools.✓ 3. Constructed a comprehensive list and matrix of last days of service on items. Reported the health/status of the installed base.✓ 4. Orchestrated user acceptance testing on new tools prior to implementation. Supported tools after installation with training.✓ 5. Determined Cisco products eligible for renewal for a Canadian public sector company. Upsold new solutions and existing tools.

✓ 1. Reacted quickly to customer problems and change requests, ensuring all deliverable timelines were met within budget. ✓ 2. Owned the client relationship management process, delivering an outstanding customer experience across the board.✓ 3. Established customer usage plans that ensured the maximum return on investment after the implementation of LMS solutions.✓ 4. Frequently tested, audited, and recommended improvements to LMS components, which ensured customer compliance.

✓ 1. Executed on-boarding support for key accounts across the Americas, encouraging collaborative, transparent communication. ✓ 2. Conveyed customer requirements and needs to internal stakeholders, providing a status report to key department leaders. ✓ 3. Ensured customer contractual and operational needs were met and expectations were exceeded through exceptional service.

✓ 1. Facilitated transparent, frequent communication between the customer in Latin America and the VitalSource technical teams.✓ 2. Provided comprehensive customer training on VitalSource LMS systems and tools for a seamless customer integration. ✓ 3. Authored documentation in Spanish and efficiently translated training materials for Spanish-speaking end-users.✓ 4. Constantly evaluated and monitored the health of relationships, providing support and solutions to boost satisfaction.

✓ 1. Drove down the average time to resolve issues through structured problem-solving and cross-functional collaboration.✓ 2. Drafted and published an operational playbook that standardized tasks and improved solution quality for troubleshooting.✓ 3. Partnered with the Cisco Infosecurity and Change Management departments and ensured teams worked to ITIL standards.✓ 4. Gathered and analyzed data from Tableau, ServiceNow, and Smarsheet. Proactively identified and addressed trends in data.

✓ 1. Collaboratively led a team of 10-15 Engineers on the successful on-time completion of various new projects/initiatives. ✓ 2. Fielded incoming support calls, assessed emerging issues, and authored user stories. Delivered robust solutions for customers.✓ 3. Evaluated contracts and agreements, ensuring compliance to customer requirements. Reduced churn with new solutions.✓ 4. Acted as a liaison between the sales department and end-users. Delivered quarterly reports that detailed business performance.

✓ 1. Triaged LMS issues for the development staff, reviewing and quickly resolving errors in XML/HTML code and SQL databases.✓ 2. Designed and facilitated customized LMS and AICC courses that supported the skill development of the entire team.✓ 3. Delivered hands-on training exercises, procedures, processes, and best practices for customer end-users.✓ 4. Drafted a new training manual for Administrators and end-users, customizing content based on system updates.✓ 5. Gathered information, queried data utilizing SQL, and generated customized reports for decision-making purposes.

✓ 1. Compressed the time to answer questions and uncover solutions to complex customer problems for billing and problem support.✓ 2. Assisted customers in the transition and provided post-acquisition support. Eased and streamlined the entire transition process.✓ 3. Liaised between sales, customers, and engineering to collaboratively develop and execute robust products/services.✓ 4. Partnered with Project Managers and the provisioning department in the tracking and execution of key customer deliverables.