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.

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.

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.
• 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

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.
• 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

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.
• 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

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

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

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