Lead full cycle implementations of SaaS solutions from requirements building, through application development, QA/UAT, and production migration.Manage SLA agreements with major clients, ensuring that all stakeholders comply with the agreement's provisions.Reconfigure and optimize Salesforce capabilities to better track and manage accounts.Manage and facilitate new hire orientation, administer employment on-boarding process for the contingent workforce.Create and implement all of the B2B and B2C campaigns for new product/service launches.Support customers via phone, email, chat, and social media.Analyze and interpret daily KPI data to appropriately communicate the status of program statistics to clients, as well as upper management.Create KPI reporting and develop a process improvement framework.Direct the implementation/customization of PeopleSoft Financials and other applicable/peripheral software.Raise employee productivity and accountability by designing and implementing a CRM system and departmental policies/procedures.Recognize new business opportunities through Salesforce analysis and create reports which change future communication with prospective clients.Develop and implement enterprise-wide CRM resulting in a dramatic increase in information sharing between data analysts and customer support.Implement a formal regional workshop program to provide product-specific training and updates.Implement formal department policy and procedures to improve compliance with team responsibilities, territory management, and customer communication standards.Develop and maintain testing procedures for quarterly regulatory certification allowing customers to identify weaknesses and reduce the possibility of regulatory sanctions.