Manage Level 1 Customer Support, Level 2 Technical Support and Level 3 Managed Services teams to provide end user support, administration, post-production support and continuous improvement to public sector clients in the Salesforce ecosystem.* Oversee a portfolio of $10 million in recurring revenue with no red projects and an 80% renewal rate.* Implemented process improvements, including standardized status reports, dashboards, documentation, and dev-ops.* Built partnerships with teams in India and Australia to further global presence and relationships.* Developed financial models for improved cost forecasting and higher margin returns. * Created new sales offering, write Statements of Work, respond to Requests for Proposals, and work closely with Sales to identify new opportunities and drive opportunities across the finish line

Oversaw the Managed Services teams to provide administration, post-production support and continuous improvement to public sector clients in the Salesforce ecosystem.* Managed a team of salesforce experts both on-shore and off-shore, which included consultants, developers, and quality assurance testers.* Implemented a new case management system and process to create an improved experience for our clients and improve our SLA management. * Developed new approaches to fractional resources planning to maximize customer satisfaction and improve team utilization. * Grew Managed Services by driving personnel recruitment, training, development, and on-boarding for both on-shore and off-shore team members.

Directed the development and administration of Jira, Salesforce, Kimble PSA, Bitbucket, and LinkedinLearn applications, including all associated vendor relationships and contract negotiations. Lead the hiring process, which entails reviewing candidates' resumes, conducting interviews, and recruiting talent at job fairs. Employ interpersonal skills to cultivate and maintain relationships with clients, off-shore teams, and vendors.* Leveraged leadership expertise to navigate key projects and direct a dedicated customer support team* Acted as a BI subject matter expert by evaluating BI environments for customers and proposing optimal solutions based on customers' data analytic goals* Presided over the Support organization, which entails supervising teams of analysts for day/night shifts and serving as a primary escalation contact to customers* Provided oversight for the Managed Services organization by engaging with customers and collaborating with implementation service teams to drive process improvement initiatives; steered both Support and Managed Services organizations to profitability within 6 months by transitioning to a subscription based model* Maintained accountability for the Implementation Services organization, which requires the supervision of directors and project managers and the management of customer relationships* Maintained the enterprise's education program by calibrating necessary resources for successful implementations and executing training courses* Oversaw all facets of business operations and analytics by maintaining Salesforce/Kimble data and generating reports to quantify KPIs* Pinpointed variances that contributed to savings exceeding $100K

Spearheaded the successful implementations of complex warehouse management systems. Supervised multiple project managers and project leads. Navigated multi-industry alliances with project managers and clients.* Ensured the seamless execution of projects, while addressing escalated customer issues as necessary* Delivered exemplary guidance to clients in mitigating barriers to productivity* Supported organizational growth by steering personnel recruitment, training and development, and on-boarding* Earned promotions to roles of progressive responsibility such as Senior Project Lead; Director of Implementation Services; Senior Director of Implementation Services; and Vice President of Implementation Services during tenure

Drove implementations of the company's Warehouse Management System and acted as a mentor to personnel.* Educated clients and engineers on all aspects of the company's system* Bolstered customer satisfaction by crafting customized enhancements to meet unique requirements, while sustaining a sound understanding of customer challenges* Advanced to multiple roles based on exemplary performance, including: Senior Software Engineer; Master Software Engineer; Project Lead; Senior Project Lead; and Enterprise Solution Architect

Delivered quality support by gathering requirements, creating integrations, and producing reports, among other key functions* Excelled as a coach to on-shore and off-shore teams, which included on-boarding the teams* Progressed from an Intern to Data Warehouse Engineer; Senior Data Warehouse Engineer; and Financial Support Analyst