- Enabled targeted sales expansion efforts, account health measurement, account data hygiene management, and Support success measurement by developing product white space reporting, account health scorecard, account hygiene dashboard, and Support scorecard respectively with supporting templates and procedures- Developed and enhanced systems, processes, procedures, guidelines, and templates for Customer Success to expedite team member onboarding and ensure the consistency and quality of work performance- In preparation for upcoming renewal of ChurnZero CSM platform software, outlined key pain points and evaluated two competing solutions leading to recommending Gainsight for providing superior functionality and 20% cost savings- Proactively identified and resolved deficiencies in ChurnZero, Salesforce, and customer portal configuration and data quality, improving usability, reporting, and analysis capabilities- Created Services estimation calculator enabling Sales quotations based on relevant implementation variables- Integrated Pendo (product usage data) and NetSuite PSA with ChurnZero providing CSMs with visibility into usage trends and account project status informing customer discussions and driving account health measurement- Designed ChurnZero workflows to automate task assignment and notifications around account transition and onboarding- Analyzed accounts affected by planned product sunsetting to understand revenue impacts, churn likelihood, and contractual commitments requiring extended support- Collaborated with Product Management on redefining software license entitlements to simplify sales determination, streamline license issuance, minimize rework, and improve customer satisfaction

- Ensured customers received maximum value from their software investment by implementing required modules, configuring modules correctly, receiving training where needed, and escalating issues- Leveraged prior SAP security and Onapsis experience to provide customers with insights on using our software to remediate their cybersecurity risks- Managed software license renewals and expansions on 25+ key customer accounts- Researched discrepancies on licenses utilized vs purchased to resolve compliance issues

- Implemented Snow Optimizer for SAP® Software (“Sos”) helping customers gain visibility on license compliance of their SAP landscape, optimize named user license assignment, automate license management, and streamline vendor audit response- Created Sos implementation tools and methodology to ensure consistency, quality, and efficiency of service delivery- Developed managed service offering enabling customers to outsource the ongoing management of their SAP software licensing using Sos and health check service to ensure self-managed customers have sufficient solution training, management processes, and technology adoption- Supported marketing and presale activities including presentations, product demonstrations, and demonstration data and script development- Managed upgrade of Snow License Manager for a key customer including project plan development, progress tracking, and resource capacity planning to ensure completion on time and budget

- Rewrote all global IT general control ("ITGC") procedures around logical access, change management, and computer operations resulting in streamlined manual control performance and review, corrected scope of control coverage, eliminated effort duplication, and reduced audit findings- Created and documented processes, procedures, standards and training around ITGC performance to improve control owner/performer understanding, adoption, repeatability, and ensure the adequacy of supporting evidence- Rewrote and rationalized all global IT policies, reducing content by 80% while improving understandability and enforceability- Initiated remediation of SAP Firefight access abuse through comparison of usage, user account access, and security role composition: recommended additional security role assignments to primary user accounts, security role design enhancements, solution to address future access needs, and Firefight guidelines- Distributed ITGC performance to appropriate functional or regional personnel and developed SharePoint-based solution to manage the work and provide timely status reporting to control owners and management- Implemented Onapsis Vulnerability & Compliance solution and managed SAP vulnerability remediation project- Implemented Snow Optimizer for SAP and developed rules and procedures for optimizing SAP license assignment- Led project to remove unnecessary SAP access contributing to license escalation (84% of users updated, 60% of role assignments removed, resulting support tickets limited to 0.2% of user accounts updated with no critical work impacted)- Developed SharePoint-based workflow solution to manage the collection of audit populations and sample evidence, answer questions, and store audit documentation, resulting in substantial time savings and knowledge retention- Worked with control owners on continuous refinement of control procedures to ensure that risks were addressed without unnecessary work

- Created and maintained ERP (FI/CO, HCM and MM) and BW security roles to accommodate new functionality and evolving user requirements- Implemented GRC and applied the most appropriate of the following solutions to resolve each SoD conflict: risk mitigation, role assignment removal, rule set refinement, or role maintenance- Evaluated SoD risks stemming from role development and proposed solutions to avoid realizing unmitigated violations or resolved false positives in the GRC rule set- Led a complete BW security redesign as part of an upgrade to BI 7.3 with Analysis Authorizations- Identified shortcomings in the current security design, proposed solutions, and executed on proposals- Created and enhanced corporate SAP security policy, processes, procedures, role design standards and naming conventions- Provided ABAP developers with requirements to incorporate necessary security checks into their code- Collaborated with control owners and Internal Audit on the refinement of mitigating controls- Developed SharePoint-based test script and issue management solution for ERP and BW upgrade which is serving as the model for enterprise-wide UAT management

- Evaluated the deployment of new/changed IT systems to ensure compliance with corporate security policies and standards- Evaluated 123 manual controls on 61 sensitive systems, identified commonalities, and defined 10 representative standard controls and applicability criteria for new systems and over/under testing of current systems- Managed the unit, integration and user acceptance testing of a complete SAP ERP security redesign

- Defined requirements and implemented SAP BW providing multi-dimensional views of company profitability- Developed processes and procedures around SAP ERP master data maintenance ensuring consistency in financial reporting- Created functional design and led the development of custom interfaces from incentive compensation system to ERP- Created reporting solution to replace a manually intensive process, reducing workload and increasing knowledge retention- Identified the root cause of problems and implemented the appropriate process or technology solution as needed- Became a trusted partner to system users by demonstrating an understanding of their business before presenting solutions- Created standards and templates for defining and managing user acceptance testing, utilized throughout the IT department

- Implemented and supported Great Plains accounting, distribution and project modules for multiple clients simultaneously- Led a team through a complex implementation of 16 companies on a 50-user system with extensive data conversion- Delivered a broad range of technical and accounting solutions, from database administration to chart of accounts design- Earned the endorsement of a national restaurant franchisor through successful franchisee implementations (http://download.microsoft.com/documents/customerevidence/24669_Cowboy_Red_Final.doc)- Managed the full cycle of client relationships from sales through analysis, design, training, implementation, and support- Developed interface routines for sales order, receivable, payable and general ledger transactions from a variety of data sources

- Created a model to forecast long-run incremental program costs as the basis for pricing Apptimum’s application hosting program- Worked closely with the operations, management and finance organizations to build a resource-constrained view of the Apptimum business model presenting best-case/worst-case financial forecasts for quarterly management reviews- Defined requirements and interfaced Apptimum’s automated billing system into Qwest’s

- Successfully analyzed requirements and implemented Great Plains accounting and distribution modules for internal use and e-commerce clients in a hosted environment- Created functional design for the interface of e-commerce and accounting applications- Developed turn-key implementation template, enabling efficient and rapid deployment of Great Plains modules

- Successfully implemented Epicor accounting modules, meeting scheduled go-live dates under tight time constraints for IPOs- Developed business process flowcharts and vendor RFI outlining client IT and accounting system requirements- Analyzed manufacturing process/reporting requirements and configured solutions in a conference room pilot environment

- Worked with client management to assess the fairness of their financial presentation and disclosures according to GAAP- Identified and made recommendations to management for improvements in business processes and internal controls