Developed and authored comprehensive End-User, and System Administrator testing procedures, to prepare the customer implementation team for user acceptance testing. This effort established a new standard procedure into the implementation process. Resulting in reducing the project duration and increasing overall customer satisfaction.Led the effort to evaluate the existing department processes and then worked with internal teams and individuals to identify gaps and improve efficiency of product implementations. This effort reduced redundant tasks and freed up additional time for supporting existing clients.Developed a department-wide forms evaluation document to improve the process and communicate desired customer actions. This document also resulted in potential revenue generating opportunities to sell additional Professional Services and is currently accessible for Account Executives.

• Consistently managed business to business relationships from a growing portfolio of 175 financial institutions throughout the Northern region of the US and all Canadian provinces by utilizing multiple communication outlets, on-site visits, trade show conferences and conventions with a 100% contact rate achieved each year.• Regularly managed 15-25% more project tasks than peers: including the drafting of project charters and proposals, statement of works, and milestones and deliverables by utilizing various Microsoft products.• Created and defined internal processes, project questionnaires and checklists based on evaluating previous projects and collaboratively working with numerous internal company resources; which became the standard procedure for other Account Managers to follow with their clients.• Systematically saved clients up to 25% in rates for projects, services, and support fees by accounting for client-specific attributes including tenure, critical relationships, and previous engagements. • Routinely achieved 100% KPI metrics every quarter.

• Established a trusting relationship with more than 150 clients throughout the Northern region of the US and all Canadian provinces as the primary point of contact for managing escalations, concerns and general inquiries by communicating and coordinating with appropriate internal resources for resolution.• 80% success rate at generating additional technical revenue by educating clients with information on upcoming and existing system enhancements to accommodate financial regulations and improvements to the end-user and system administrative interface.• Maintained a 75% success rate at generating additional business consulting and training revenue resulting from meeting and informing clients with optional value-added services to their projects and objectives. • Outlined the process for connecting existing clients with other clients to build networks and share best practices and techniques with the software; which evolved into regional user groups maintained by the clients with contributions from Account Managers.• Accountable for drafting 30% more statement of work orders based on a strategic coordination of internal resources to accommodate inbound and outbound client projects.

• Supported a growing portfolio of 120 clients across the US by providing support services and answering functional and technical questions about the software.• Achieved 90% daily support issue/case resolution with 20% customer resolution rejection. • Established an employee cross-training program to ensure all support representatives are familiar and educated on least commonly accessed functions of the software.• Continually evaluated trends and commonly reported issues and presented these findings to senior and executive management to identify future enhancements to the software.

• Supported a growing portfolio of 60 customers across the US by answering functional and technical questions about the software, in addition to troubleshooting server-side questions and issues.• Coordinated internal resources specialized to guide customers of the potential software risks with any projects • Established end-user standard testing procedures for internal QA regression testing on upcoming releases & patches by gathering details from other departments to help create a standard procedure.

• Evaluated inbound inquiries, submitted commonly reported issues to management and developed standard resolution steps.• Informed staff of upcoming changes to third party software and presented troubleshooting techniques based on research on these changes.