-Led effort to develop 'mission central' dashboard -Individual contributors up the ladder to the President could see the same data, but from their perspective-Lifecyle mapping -Create repeatable and reportable actions-Reframed Renewal Risks -'Less surprises' financial modeling-Team mentorship -Embedded into team and learned about Scrum/Agile methodology -Provided excellence in knowledge for -Gainsight configuration -Data architecture and management -Customer Success implementation-Operational excellence -Developed API automation for data dictionary -Developed API automation for data management -Co-wrote standards for implementing projects

- Advise Missouri State University on their Customer Experience program

- Support Sales team with technical demos, Q&A, proof of concepts, and value consulting- Created a digital proof of concept process to help scale availability of resources to trial prospects; allowed them to test the solution while providing standard use cases and opportunities to see them against their own users/data

- Senior resource for Gainsight's Product Experience Platform (product analytics, engagements, and in-app surveys)- Maintain best practices for integration in Gainsight's Customer Success Platform- Manage 3 individual contributors, including prioritization, brainstorming, and customer risks

Leading efforts for post-sales technical strategy around the Gainsight platform, including usage of Core features, data structure and automation/standardization.

Leading efforts around strategy and technical efficiency for our Small-Medium Business customer segment.

Responsible for - Driving Customer Success around technical and business strategy using on the fly and managed service engagements - Successful resolution of churn risks through problem resolution, project management, and quality control - Pushing team process and efficiency to maximize return on effort while minimizing expenseEARNED THE CARRY THE TORCH AWARD! - Carrying the Torch: Trailblazer that volunteers to spearhead new initiatives

Implementation and Onboarding -Manage a portfolio of customers (25+) to help them learn, configure, and maximize Gainsight -Align customers goals with Customer Success best practices and technology to maximize 1:M efficiency -Drive internal road map for customers as they move from Sales, to pre-work, to implementation, to post-implementation

Microsoft Dynamics Online, 2013, 2015 On Premise :-Create solutions for clients combing the power of Dynamics with the Epicor environment-Full system deployment and customization, ranging from standard implementations to complete changes to standard entities-Managed custom code libraries for event based order submission to Epicor environment-Complex and details workflow rules to manage taxable situations as well as sales approvals-Developed accountability for the Sales team using the Business Process Flow editorSalesforce:-Create solutions for clients combining the power of Salesforce with the Epicor environment-Managed standard implementations, 3rd party app installs, and complex custom object deployments to develop accountability for the Sales teamDatix Connect (Scribe Online):-Web based API that creates connections between web facing databases-Developed one way, two way, and multi-way maps that deliver data at scheduled intervals or in real time through event based code-Daily error log reviewsEpicor (ERP):-Enterprise Resource Planning software for managing manufacturing environments, including customer, opportunity, quote, order, invoicing, jobs, parts, and accounting modules -Responsible for understanding the larger scope of the program, especially how it can interact with CRM technology-Determine best case scenarios for data management as it relates to CRM-Develop best practice process improvements for using the program to develop en effective sales process that makes use of CRM technologyBusiness Process Improvement/Project Management/Business Analyst:-Focus on creating a best use environment surrounding Dynamics, CRM, and Epicor-Help streamline the Sales Process to collect more relevant information, create reportable metrics, and drive accountability towards revenue generation-Discuss and analyze current workflows through whiteboarding, documentation, and review of potential use cases discovered in talks with clients

Process Organization:-Part of four person account management team dedicated to second largest contract-Develop best practices and effective communication for pricing requests from sales execs and consultants as it branches through multiple departments of Express Scripts-Problem resolution for multiple clients of single contract-Sharepoint site management for effective documentation and communication-Siebel CRM user

Manage Enterprise's customer relationship management (CRM) software package and development in the Oracle RightNow tool. - Manage team of 3: two developers and one content specialist- Project manager for multiple ongoing and new deliveries- Quality Control and standards administrator- Manage expectations and resolution of outstanding technical issues- Coordinate efforts between multiple parties, including highly technical implementations- Strategy development for email, chat, social media, knowledge base, and internal process improvementManaged the process and workflow of the Contact Centers domestic and international Customer Care teams.- Develop & recommend strategic planning- Relationship management- Primary contact for all levels of management, internal and external to Contact Center, concerning direction, reporting, and access levels for Customer Support functions- Facilitator between operational leaders requests and IT capabilities, often prioritizing the workloads of multiple groups- Project management- Centralized and standardized agent knowledge in resources by driving traffic through two sites, increasing productivity and experience

- Manage a team of phone agents to hit customer satisfaction and business goals- Train key problem resolution skills- Managed International team, long term cases requiring delicate communication- Assisted department manager in building new processes and managing expectations