Lead team of 25 in Customer Success, Project Management and Technical Writing for SaaS food industry life cycle management solutions provider. Deliver high quality customer experience for top companies in retail grocery, chain restaurant, manufacturing and wholesale distribution companies. Conduct client research to identify trends, issues, and quantifiable metrics to evaluate and improve organizational success. Define and execute customer success strategy and implementation plansKEY CONTRIBUTIONS:Develop and improve relationships with key customers to align processes with customer needsIdentify and cultivate upsell opportunitiesImprove customer support, customer relationshipsFacilitate adoption and utilization of purchased solutions and increase pull through revenueConduct customer discovery sessions to define business needs and document scope and requirementsChampion cross functional team initiatives to improve overall process flow, efficiency, execution effectiveness and performance measurement to ensure profitable customer satisfactionDirect technical writer in producing user guides, training documentation and release notesProvide additional support to Sr. Vice President of Sales and Solutions to ensure seamless execution of deliverable from sale through implementationDeveloped and implemented organizational change plans to unite new employees with company mergerProfessional Services Project and Integration Management OnboardingSaaS SolutionsSupply Chain ManagementProject Planning and Risk AnalysisProject Lifecycle and Budget ManagementGAP AnalysisCustomer Analysis to Drive ExcellenceConduct Discovery SessionsCollaboration with Customer C-Level TeamsKey Account Management for Top 5% ClientsCross Departmental Process Improvement PlanningDevelop Best Proactive Business Process Create Training Programs and Documentation

Key role in SAP team responsible for e-business projects for planning, integration development, testing, implementation, validation and change management processes. Collaborated and developed solutions for complex issues for business integrations, sales and supply chain logistics. Created KPIs and scorecard to monitor and evaluate e-commerce progress. Established third party logistics (3PL) e-commerce implementation guides and training material for globally distributed teams. KEY CONTRIBUTIONS:Lead the transformation to a process driven organization driving harmonization and simplificationDeveloped change management strategies to ensure successful process improvementsPlanned and executed processes/systems expasion to keep pace with strategic business changesModeled business processes using ARISBusiness Process ImprovementsSAP Utlization ManagementBusiness ModelingChange MaangementIntegration DevelopmentImplementation PlanningKPI Definition and ScorecardingTotal Quality Improvement

Responsible for defining, evaluating and improving e-commerce supply chain initiatives for global customers. Developed e-commerce roadmaps with cross functional teams, member of advisory board for collaborative e-commerce initiatives, managed complex project for planning, testing and implementation phases of e-commerce initiatives, established scorecard metrics to measure project progress and provide early identification of risks.KEY CONTRIBUTIONS:SAP integration development, testing and validationManaged e-business project planning, testing and implementationEngaged internal teams and customers to develop strategic e-commerce roadmapsCreated solutions for complex business integration, sales, customer supply chain logistics issuesReceived Above and Beyond Call of Duty Award for outstanding system conversion and integration