Emily Ward Email & Phone Number

Denver, Co, Us

● Services Concierge Team Manager ○ Built and managed a global team for presales services engagements, driving a substantial increase in servicesrevenue in the first quarter. ○ Developed and implemented efficient processes to streamline presales activities and enhance revenue generation.● Resource Management Organization Team Manager ○ Lead a global team of Professional Service Resource Planners across EMEA and AMER, ensuring effective resourceallocation and utilization. ○ Manage day-to-day operations, process improvements, and capacity planning to meet organizational goals. ○ Achieve key operational KPIs including response time, customer satisfaction (CSAT), and efficiency. ○ Developed an upskilling program for team members to meet delivery goals cost-effectively● Mavenlink/Kantata System Professional Services Automation Software Owner ○ Implement and manage the Mavenlink/Kantata PSA software, driving process development, report-building, analytics,and product adoption. ○ Guide the roadmap for future development and enhancements within Mavenlink and the Freshworks stack, streamlining the user experience for the consultancy group. ○ Establish the foundation for Mavenlink as the revenue recognition system for the Professional Services business. ○ Provide ongoing training and updates to a global organization of 200 Professional Services colleagues.● Financial management ○ Establish targets, conduct forecasting, and manage actuals for revenue reporting. ○ Oversee vendor/subcontractor contract and purchase order management across a global bench of vendors.● Sales enablement ○ Provide continuous support and enablement for sales members, ensuring the adoption of Professional Services improvements and sales motions.

● Own the creation, organization and adoption of the Consulting and Sales Resource Center’s knowledge management content library● Gather customer intelligence insights, build out customer profiles and best practices for the Consulting Services organization● Generated sales research for top accounts in the Consulting Services organization generating additional marketing efforts● Provided communication and adoption strategy for the employee consulting organization of knowledge managementsystem● Research and provide market opportunity analysis/research for key sectors● Developed strategy for use of current/future content development to be used for proposal and customer deliverablecompletion in collaboration with the global Consulting Services SVP team and National Practice Directors

Scottsdale, Az

Manage a global team of resources (FTE and external contractors) to provide onsite service for key accounts● Hired full time planning team and service delivery team● Responsible for budget and forecasting exercises● Developed internal trainings for operational support staff for customer service best practices● Oversaw cross-functional teams to create and deliver service excellence and best practice trainingsConduct the onboarding of new customers● new customers in pharmaceutical, hi tech, and retail segments● Developed onboarding process for new customers to include scripting, questionnaires and process flow● Generate customer specific program procedure documentation to include key program metricsInitiated process improvement for current customers● Improved deliverable turnaround times● Developed integration processes for our SaaS customers to expand customer footprint within the orgImproved profit margins by● Standardizing product pricing● Renegotiated current customer agreements● Hired logistically efficient resources● Maximized workload for out of office staff to include upsell of current accounts with remote work in combination with onsiteefforts

Scottsdale, Az

Responsible for the effective execution of all Assessment Delivery work control processes. Efficient and effective planning and scheduling of all resources to conduct audit activities which result in minimum downtime and maximum productivity. Provide support to field based Operations staff including auditors and external resources for efficient data entry, auditor planning and scheduling of customer visits and entering all workflow changes for clients.

Tempe, Az

Maintained an 80% closing rate in sales. Responsible for the continued growth of the business, milestones and parameters. Manage customer relationships: resolve escalated customer satisfaction issues and legal matters, field any questions, and provide professional service from the beginning to close of sale, while maintaining industry and company standards. Control office affairs, including staff issues, accounts payable, payroll, deposits, and various unforeseen circumstances.

Tempe, Az

Restructuring of marketing strategy, to include grassroots implementation and advertising of services. Manage social media campaigns, including email, Twitter, Facebook, and blogging on industry sites. Responsible for the successful execution of marketing efforts which increased overall sales and revenue.

Tempe, Az

Tempe,Az