At an early-stage start-up, engaged with tax, audit, advisory, management consulting, and compliance professionals, overseeing the successful development, leadership, and delivery of Avii's client services and customer success programs, tools, and teams. Successfully partnered with large (top-25) national and regional firms with enterprise-level needs and demands, including KPMG, Withum, Aprio, with near-100% retention.• Constantly adapted in ever-evolving industry and company environments.• Guided the transition from sales to onboarding to launch, ensuring smooth client handovers and rapid TTV.• Owned and executed the new client onboarding journey, including system and integrations configuration, data migrations, demos, training, consulting, change management, post-launch support, and relationship management, creating delighted customer evangelists of the platform, even before rollout.• Introduced clients to fundamental Customer Success principles and processes, focusing on value creation, delivery, and capture, which was a new and welcome development in the accounting world.• Collaborated with product development, quality assurance, and technical support teams to ensure the voice of the customer was actively represented in product design and development cycles.• Authored documentation to enhance marketing, sales, in-product user experience, client onboarding, client support, and customer retention initiatives.Skills utilized in this role: Customer Onboarding, Product Implementation, Product Demonstration, Customer Success, Risk Management, Project Management, Client Services, Operations, Client Retention, Customer Journeys, Client Relationship Building, Startups, Customer Support, Customer Relationship Building

Supreme overseer of strategic SaaS onboarding and consulting projects, collaborating closely with executive project sponsors and client champions and teams. Developed and executed onboarding plans for new Gainsight customers by aligning business objectives with technical configuration and detailed design deliverables. Coordinated all project team resources, efforts, results, and project outcomes. Successfully executed several of Gainsight’s largest implementations to-date, including athenahealth, Slack, GE Digital, SonicWall, and Snowflake.• Mastered preemptive risk mitigation and issue resolution, saving enormous amounts of time and money.• Called out issues with contract language and unclear sales practices, resulting in high-level escalations to quickly expedite resolution, realign on expectations, and pave the way for smoother engagements and implementations.• Authored detailed post-mortem reports, leading to improving internal methodologies and processes.Skills utilized in this role: SaaS Implementations, Product Demonstration, Project Management, Risk Management, Client Onboarding, Operations, Team Management, Client Relationship Building, Client Communications, Customer Relationship Building

Shepherded cross-functional technical teams and coordinated with key client stakeholders to ensure the successful completion of software implementation and integration projects. Managed internal team commitments and activities while aligning client understanding and expectations to maintain predictable quality by design. Steered successful SaaS implementations, including large-scale data migrations, for high-profile clients such as the State of Georgia and Los Angeles County.• Incorporated both Agile and Waterfall-hybrid project methodologies as needed to drive project completion.• Single-minded partnerships with internal teams, particularly Business Analysts, were hyper-critical to success.• Collaborated with the Project Management Office (PMO) to establish and improve internal best practices.• Stood as a primary source of knowledge and truth at the project and portfolio levels for company management.Skills utilized in this role: Customer Onboarding, Customer Success, Implementation Project Management, Risk Management, Client Retention, Customer Journeys, Client Relationship Building, Cross-functional Team Leadership, Team Leadership, Customer Support, Client Communication, Client Interfacing, Customer Relationship Building

Led the execution and successful delivery of interactive, web-based technical and software development projects for the agency, employing both Agile/Scrum and Waterfall methodologies. Oversaw all workflow, communication, and financial aspects of projects, documenting and analyzing learnings to enhance internal and collaborative processes for the agency’s technical projects. High-profile, enterprise clients included Cisco, Sam's Club, and Corning.• Managed and led contributing teams in executing Cisco’s full-scale marketing campaign during the Rio de Janeiro 2016 Summer Olympics.• Required to be aggressively organized, utilizing such tools as Workfront, JIRA, Confluence to maintain project momentum and profitability.• Stood firm and held clients accountable when they attempted to diverge from agreed-upon solution designs, keeping projects aligned with scope, budget, and timeline.Skills utilized in this role: Project Management, Agile Methodologies, Risk Management, Cross-functional Team Leadership, Client Communication, Customer Relationship Building

In a fast-paced, hyper-growth start-up environment, independently planned and executed a diverse range of cloud-based projects across multiple functional areas, encompassing SaaS and iPaaS platforms such as Salesforce, Workfront, MS Dynamics, InsideSales, InContact, JIRA, SAP, TFS, and others. Responsible for the entire project lifecycle from scope development and ROI analysis to budget preparation, work plan development, daily management, QA/testing, final delivery, and training. Notable successful client projects included custom integrations and implementations for Nike, Domo, Cisco, RelayHealth, ENVE, and others.• Assembled and guided teams of individual contributing developers, each specializing in unique company products and service offerings, including Salesforce consulting, Workfront applications, and custom integrations.• Proposed and deployed elegant solutions to complex use cases, particularly with the Nike Customs team, eliminating unnecessary change management and simplifying training requirements.Skills utilized in this role: SaaS and iPaaS Implementation, Project Management, Client Services, Risk Management, Team Management, Startups · Client Communication, Client Interfacing, Customer Relationship Building

Benevolent taskmaster over all agency projects across digital, print, and mobile platforms. Coordinate and balance interdisciplinary teams of visual designers, copywriters, interaction designers, and web programmers. Passionate about delivering highest-quality creative outputs while ensuring adherence to schedule and budget constraints. Act as the central liaison between strategy, design, and development teams.• Restructured the agency’s project estimation and budgeting process, leading to 100% on time and under budget project delivery.• Successfully layered a high-profile, large-scale localization project onto existing, full-capacity workload, with no loss of project momentum or profits.• After departure from the agency, single-handedly shepherded the completion of the deliverables in time for the client’s public release on national television the next morning.Skills utilized in this role: Project Management, Client Relationship Building, Cross-functional Team Leadership, Risk Management, Project Planning, Customer Support, Client Communication, Client Interfacing, Customer Relationship Building

As the internal point of contact for all digital client-related activities, guided a wide range of digital marketing and interactive projects through the agency, ensuring the highest level of client satisfaction by overseeing project progress in terms of timeline, job profitability, and quality, and maintaining a comprehensive understanding of project and resource overlaps.• Executed several successful seasonal and promotional digital campaigns for Subway, T-Mobile, Sony XBox.• Implemented new methodologies for scoping and estimating projects, dramatically decreasing write offs.• Ushered a refreshed understanding and relationship with traditional design teams in the digital space.Skills utilized in this role: Project Management, Cross-functional Team Leadership, Risk Management, Customer Support, Client Communication, Client Interfacing, Customer Relationship Building

Collaborated with and consulted alumni associations and other member-based organizations to ensure successful outcomes. Managed all aspects of client relationships and project management, fostering strategic planning and relationships throughout account and project lifecycles.• Acknowledging strong client relationship bonds, frequently asked to step in as a closer for renewals and upsells, when sales teams hit roadblocks.• Held clients accountable when attempts were made to circumvent contracted services, facilitating peaceful resolution, and resulting in stronger relationships.Skills utilized in this role: Product Demonstration, Risk Management, Customer Success, Implementation Project Management, Customer Onboarding, Client Retention, Customer Satisfaction, Customer Journeys, Client Relationship Building, Customer Support, Customer Relations, Client Communication, Client Interfacing, Customer Relationship Building

Consulted with clients, recommended and implemented robust, creative methods and web technologies to effectively communicate to designated markets, improving site traffic, usability and sales conversions.Skills utilized in this role: Product Demonstration, Project Management, Client Onboarding, Team Management, Customer Support, Client Communication, Client Interfacing