Donna Feauto Email & Phone Number

Colorado, United States

Portland, Maine, Us

• Strategic point of contact responsible for overall client satisfaction and delivery.• Ensures the long-term sustainability and profitability of the client initiative.• Watches each step of the customer journey to enable customer value-addition.• Seeks to understand and surface client's business priorities, breakdown challenges, and identify effective ways to tailor support for the client.• Executive stakeholder in the client partnership.• Manage the customer renewal/contract amendments from draft, negotiation, to signature. • Mentor and support client services team members on all benefit administration services offered, including Eligibility, COBRA, ACA, Billing, Verification Services, and Communication Strategy.

Remote, Us

• Engage with clients in jeopardy to assess challenges and changes to business processes.• Produce client success strategy and align appropriate resources for client retention.• Drive discovery and technical conversation with new opportunities in the pre-sales phase.• Support Deal Desk with definition and pricing of client-directed change requests.• Work closely with product owners to define enhancements and priorities on product roadmap.• Train sales consultants on new technology features.• Serve as an escalation point for AnswerBAR (internal technical support team).

Remote, Us

• Serve as a technical expert in sales finalist meetings and support ongoing clients with their technology strategy.• Provide support to internal team members with requirements review, documentation, and design of SaaS Benefit Administration platform.• Drive resolution for top-tier client escalations.• Facilitate design review for new client implementations and large company projects.• Review capacity, team deliverables, and performance daily.• Provide oversight and drive delivery of key design and configuration areas in the event of client escalations.• Lead daily stand-up meetings with team members.• Support team members by conducting regular 1:1’s, reviewing work, processes, and other team member needs.• Drive career pathing and learning opportunities for all team members.• Serve on the internal product council to strategize and prioritize the technology roadmap.

Remote, Us

• Completed accurate, timely, and quality onboarding of twenty-two large and enterprise market clients.• Provided technical support to Sales, including RFP response and proof of concept builds.• Led weekly design forums for implementations, acquisitions, and client change requests.• Created the initial System Build Specifications for clients during onboarding.• Completed raw materials analysis and facilitated client discussions to define system requirements.• Partnered with the Quality and Product Marketing teams to create and update global process documentation.• Served on the Internal Product Council to partner with Product Development teams on new functionality and enhancements.

Remote, Us

• Maintained vendor relationships and timely resolution to requests and issues.• Supported sales staff, onboarded twelve enterprise market clients in fifteen months.• Created and maintained system build specifications and configuration, including employee eligibility, COBRA, ACA, verification, and communications services.• Managed data integrations, including web services, SSOs, and transmission of sensitive data.

• Analyzed and designed business process workflow systems for business partners.• Specialized in human resources, underwriting, claims, and accounting processes using AquaLogic BPM Suite, Java, and open-source development tools.• Full lifecycle project management and preparation of customized system documentation.• Provided Tier 3 support for workflow solutions.• Coordinated support efforts for a team of eight software engineers and analysts.

• Full lifecycle project management, technical writing, and network documentation.• Analyzed client software needs and assisted with the selection and implementation of new applications.• Created disaster prevention and recovery plans with a focus on business continuity.• Designed and implemented network and system improvements.• Installed secure wired and wireless networks, upgraded/installed/repaired servers• Assisted clients in developing and establishing information systems policies and procedures.• Analyzed information systems security to provide recommendations for Payment Card Industry compliance audits.

West Des Moines, Ia, Us

• Analyzed the application development and infrastructure needs of all departments.• Managed I.T. employees and contracted developers involved in applications programming, LAN/WAN, database management, and network administration.• Ensured optimum systems and network performance while evaluating needs for the company and its users.• Prepared and maintained the annual departmental budget.• Negotiated contracts, purchased all computer and network equipment, and managed vendor relationships.• Directed the development and implementation of disaster recovery plans.

London, Gb

• Ensured data integrity and worked alongside the Multi-State Lottery Association and State of Iowa auditors and security officials to perform lottery drawings for national and state lottery games. • Participated in extensive lottery operations software testing.• Pre-approved all software changes before submission to the Iowa Lottery.• Developed training and processing applications using Microsoft Access and Visual Basic.________________________________________