Emily Kreitman Email & Phone Number

MTX Group Inc. is a global technology consulting firm, where I worked with the City of Chicago in implementing Salesforce Service Cloud for their COVID-19 Contact Tracing and Vaccination program. This included managing over 100 developers, business analysts, quality assurance and technical leads as well as partnering with over 40 stakeholders from the City of Chicago, Illinois, CDC and implementation partners.My day to day activities with the development staff included directing agile ceremonies including daily stand-ups, sprint planning, sprint Demo, UAT testing and deployments with the goal of implementing Salesforce Service Cloud and onboarding over 1,500 people within 6 months. My day to day with the customer included daily updates on the progress of the project plan, reviewing and resolving roadblocks, revising and assigning solutions to outstanding risks and issues, meet and aligning with integration partners and reporting up to the Steering Committee.

Charleston, South Carolina, United States

I was promoted to Senior Salesforce Project Manager based on my performance at Mindtree Ltd.

Charleston, South Carolina, United States

Mindtree Ltd is a global technology consulting and services company that is expanding their Salesforce Practice with the addition of Salesforce Commerce Cloud (SFCC). I was hired due to my extensive background of project management in the Ecommerce space to assist Sales in establishing the new offerings, managing projects sold and training additional project managers on the nuances of Ecommerce project management. I engaged in both Business-to-Consumer and Business-to-Business projects. This engagement included:1) Managing the build of three SFRA ECommerce sites to demonstrate key offerings Mindtree Sales could use during client engagements. Each site offering showcased different levels of complexity in design, data, and integration. Managing the build included daily stand-ups, backlog grooming, sprint planning and retros with the delivery team. 2) Creating project plan templates for each offering, which included Themes, Epics, Stories, Description, Supporting Documentation, Ownership Role, Entry Criteria and Exit Criteria (Required and Suggested Deliverables, Required approvals). 3) Constructing templates on all deliverables represented in the project template. This included but was not limited to External Kick off Decks, Project Plan Guides, Workshop Prep Questionnaires, Project Operations documents, Executive View Summary, Solution Vision documents, Data templates, Base Story Testing, Launch checklist, Demo and UAT handoff decks, Production Smoke Test Template, and Launch Day schedules. In addition to my work on Ecommerce, I also managed Service Cloud implementation projects and SFRA Cartridge builds for the Marketplace.

Charleston, South Carolina

Charleston Sc

In February 2017, Blue Acorn made the decision to split the role of TAM into two new separate roles. At that time, I accepted a position as a Project Manager. By the end of the year, I had been promoted to a Senior Project Manager. • Responsible for managing scope, timeline and budget of complex web development projects on Magento and Salesforce Commerce Cloud platforms • Manage 20+ team members in 6 countries and 7 timezones • Expert in budget and financial management including profit/loss, billing,and earned value management with a 2M/year portfolio • Meeting highly intensive and demanding timelines through creative solutiondelivery to achieve marketing and product deadlines for our clients • Successful cross-team negotiations when prioritization of projects against available resources is required • Coaching and mentoring junior project managers and project coordinators • Communicating persuasively, logically, and clearly about a project’s progress to all stakeholders

Charleston, South Carolina Area

In addition to the responsibilities of TAM l, I also worked with our enterprise ecommerce clients on:● Managing project finances by reviewing and approving hours complete by the development and project management team. Creating billing records and sending invoices to my clients. This allowed me to carefully monitor the profitability of the project by balancing our actual cost and revenue. ● Creating Project Charters and Project Plans for clients with budgets over a million dollars. ● Assisted in creating new documentation for other TAMs for setup and checkpoints in a project Responsibilities I maintained from being a TAM l: ● Manage project scope, schedule and budgets up to 2M, throughout the project life cycle ●Ensured that the appropriate checkpoints, and sign-offs, are completed throughoutthe project’s life cycle● Monitored and reported on project activities● Ensured that client expectations are met through regular communication and received exceeding expectations -> outstanding ratings from all clients I worked with. ● Provided p​roject reports in accordance with the project charter● Had status meetings with the appropriate stakeholders on a periodic basis, or asnecessary, to ensure that the project is progressing in accordance with the projectcharter

Charleston, South Carolina Area

I am a project manager for enterprise ecommerce clients. While the title of this role says Technical Account manager, it is better described as a Project Manager. I work with both large implementations that range over a million dollar budgets and retainer clients for value creation/ optimization work on the Magento l platform. Key job responsibilities included: ●Ensure that the appropriate checkpoints, and sign-offs, are completed throughoutthe project’s life cycle● Monitor and report on project activities● Ensure that client expectations are met through regular communication● Manage project scope, schedule and budget, throughout the project life cycle● Provide p​roject reports in accordance with the project charter● Have status meetings with the appropriate stakeholders on a periodic basis, or asnecessary, to ensure that the project is progressing in accordance with the project charter

Daniel Island, Sc

Key job responsibilities included: • Hired, trained, supervised and created goals for 12-17 Customer Support Analysts (CSA)• Maintained efficient, effective customer service by consistently hitting a 93% customer satisfaction score• Developed talent to insure team members are well aligned and promote growth within customer support• Routinely monitored phone interactions between customers and CSAs to provided timely feedback• Reported on performance KPIs and deduced trends that needed to be enhanced or mitigated and develop and deliver coaching based on trends to increase quality and efficiency• Promote a culture of teamwork between support analysts that are aligned with short and long-term goals

Daniel Island, Sc

After excellent work in customer support, I was hired into a Product lead role which liaisons between product management and customer support. Key job responsibilities included:• Respond quickly to critical issues impacting clients• Constant and valuable communication to client facing interfaces• Ensure client issues are prioritized and addressed in a timely manner • Collaborate on messages being sent to clients with Support and TAMs• Provide support to analysts and TAMs during escalations/questions• Participate in bi-weekly Bug Triages • Meet SLAS for filing tickets

Daniel Island, Sc

Started as a Customer Support analyst for Blackbaud, Inc for the Sphere product. Quickly moved into Sr. Customer Support analyst and then Support Specialist which increased responsibility in the following areas: • Provide outstanding support to Blackbaud Sphere customers, resulting in increased client satisfaction with support and the product as a whole. • Act as designated analyst for three high profile clients, establishing relationships between design, product and support to satisfy all needs of the client, and provide them with a positive experience.• Supply the customers with timely, comprehensive solutions that advanced the organization’s mission and purpose. • Conducted training for consultants and fellow colleagues to develop product knowledge, advancing to a 360 support system for Sphere to increase NetPromoter Score.

Master'S Degree, Interactive Media

Bachelor'S Degree, Business Administration, Marketing