Dynamic Senior Account Director with a proven track record of building and nurturing strategic client relationships. Skilled in driving business growth and exceeding revenue targets. Expertise in relationships, communications and customer success. Strong leadership abilities to manage and mentor account management teams. Trusted advisor to clients, providing strategic guidance and delivering exceptional client service. Results-oriented professional dedicated to delivering outstanding results and driving client success.

As the Manager of the Client Service team, my primary responsibility is to ensure that our customers receive exceptional support across our complete product suite, resulting in high levels of customer satisfaction and excellent support services. I maintain an ongoing awareness of existing and potential situations, ensuring that the team is equipped to optimize operational processes by streamlining daily operations, managing program projects, and monitoring key performance indicators (KPIs).I delegate assignments based on plans, project needs, and the individual team member's knowledge, while also providing direct client interactions, including technical support, onboarding, issue management, meetings, presentations, and overall customer satisfaction. Additionally, I am hands-on with project management, planning, and resourcing, ensuring that all post-sales implementations of client-specific services run smoothly.My expertise in problem and issue management allows me to work directly with clients to identify and resolve any issues that may arise. I function as a product specialist, investigating and resolving complex system problems, while simultaneously focusing the team on developing innovative and cutting-edge approaches to further customer success. Through managing client relationships, I ensure that the team is always striving to exceed expectations and deliver the best possible experience to our customers.

As a Technical Support Engineer, my primary responsibility is to provide exceptional support across our complete product suite, ensuring customer satisfaction and maintaining excellent support services and relations while also maintaining an ongoing awareness of existing and potential situations.I provide direct client interactions, including technical support, onboarding, issue management, and customer satisfaction, while also engaging in hands-on project management, planning, and resourcing to ensure smooth post-sales implementation of client-specific services.I specialize in problem and issue management, working directly with clients to identify and resolve any issues that may arise. Additionally, I function as a product specialist, investigating and resolving complex system problems.To ensure the best possible customer experience, I effectively communicate between clients, sales teams, and engineers to resolve operational or service problems. My focus on providing exceptional support allows me to contribute to the overall success of the organization.

As the Director of the team responsible for hosting journals, eBooks, and media online, I oversee all daily operations, manage a program of projects, and monitor performance measurements/KPIs to ensure that we are meeting or exceeding our goals.To ensure the success of our projects, I work closely with various teams, including Business Development, Account Management, Product Management, PMO, Engineering, and Executive Management, to facilitate RFP responses, strategic planning, forecasting resources, estimating costs, schedules and deadlines, project plans, stakeholder management, requirements gathering, functional specifications, business cases, and user stories. Additionally, I play a key role in influencing product direction and aligning team roles with HighWire's goals.Through effective collaboration and stakeholder management, I ensure that our team is delivering on our commitments while maintaining high levels of quality and customer satisfaction. My focus on strategic planning and performance measurement enables me to continually improve our team's efficiency and effectiveness, ultimately contributing to the overall success of HighWire.

Direct teams responsible for hosting journals, eBooks and media online. Includes daily operations, managing a program of projects, and performance measurements/KPIs. Work closely with Business Development, Account Management, Product Management, PMO, Engineering and Executive Management teams for RFP responses, strategic planning, forecasting resources, estimating costs, schedules and deadlines, project plans, stakeholder management, requirements gathering, functional specifications, business cases, user stories, influencing product direction and aligning roles with HighWire’s goals.

Direct teams responsible for hosting journals, eBooks and media online. Includes daily operations, managing a program of projects, and performance measurements/KPIs. Work closely with Business Development, Account Management, Product Management, PMO, Engineering and Executive Management teams for RFP responses, strategic planning, forecasting resources, estimating costs, schedules and deadlines, project plans, stakeholder management, requirements gathering, functional specifications, business cases, user stories, influencing product direction and aligning roles with HighWire’s goals.

As the Manager of the Content Production team, I was responsible for overseeing all daily operations, providing support for ongoing projects, and ensuring that our team was delivering high-quality work on time and within budget.To ensure that our team was performing at its best, I was responsible for task assignment and monitoring, ensuring that each team member was working on the most appropriate tasks for their skill set and that all projects were progressing smoothly. Additionally, I provided mentoring, coaching, and training to help team members develop their skills and advance their careers.Through effective management and training, I ensured that the Content Production team was delivering high-quality work that met or exceeded our clients' expectations. My focus on coaching and mentoring helped to develop a highly skilled and motivated team that consistently delivered excellent results.

As the Manager of the Content Production team, I was responsible for overseeing all daily operations, providing support for ongoing projects, and ensuring that our team was delivering high-quality work on time and within budget.To ensure that our team was performing at its best, I was responsible for task assignment and monitoring, ensuring that each team member was working on the most appropriate tasks for their skill set and that all projects were progressing smoothly. Additionally, I provided mentoring, coaching, and training to help team members develop their skills and advance their careers.Through effective management and training, I ensured that the Content Production team was delivering high-quality work that met or exceeded our clients' expectations. My focus on coaching and mentoring helped to develop a highly skilled and motivated team that consistently delivered excellent results.

As a Content Production and Quality Assurance Specialist, I was responsible for overseeing all aspects of the production and maintenance of HighWire-produced journals, including content production, site maintenance, and quality assurance.In this role, I ensured that all content was produced according to the highest standards of quality and accuracy, and that all site maintenance was performed promptly and efficiently to ensure the best possible user experience.Through my attention to detail and commitment to quality, I contributed to the success of HighWire's journal production, helping to ensure that our clients received the best possible content and user experience.