Heather Hillaert Email & Phone Number

Remote

• Coaching team members to enable them to autonomously lead projects and manage issues, including effective escalation management• Management of resources who are responsible for one or more large, complex projects• Leadership and development of direct reports including activities such as hiring, performance management, coaching, mentoring, disciplinary actions, etc.• Collaborate with other managers to drive efficient use of human resources within and across teams to achieve financial targets • Manage work assignments and utilization for direct reports, leveling work across resources• Identify individual strengths and assign tasks to make most efficient use of human resources, while in parallel identifying growth and development areas• Management of all financial aspects for contracts within the portfolio, with a focus on both accuracy and achievement of financial targets• Leverage team to drive operational efficiency via continuous improvements and process optimization• Manage and resolve client escalations, with a focus on lessons-learned and addressing the root cause of escalations to mitigate recurrence• Risk mitigation, including the ability to foresee and mitigate against project and account level issues• Identify new opportunities within assigned accounts, and collaborate with sales to increase win-rate• Represent Professional Services for account governance, and manage the overall relationship• Collaborate with internal and external resources to achieve project objectives• Oversight of large, complex initiatives that are managed by direct reports• Lead project delivery to ensure that all deliverables are tracked and documentation is current• As client advocate, demonstrate interdepartmental influence to ensure client business objectives are achieved and issues resolved• Provide proactive communication to all stakeholders• Assure compliance with standard project management methodologies and QMS• Development of sales orders and change orders

• Managing the overall relationship and expectations with a sponsoring client or CRO from a professional services perspective• Through relationship building, grow Medidata’s penetration within the client via high customer satisfaction• General oversight of the complete project development life cycle for all assigned client projects/studies • Active participation in Professional Services roundtables to develop services proposals• Oversight in the budgeting and engagement authorization process• Oversight for invoicing authorization of work completed for the client• Providing mentoring and guidance on project management methodologies for all assigned project managers• Oversight and coordination of all overlapping project timelines and deliverables for a sponsoring client• Assuring compliance with Medidata’s standard project management methodologies• Managing assigned project manager resources on an ongoing basis• Assuring adherence to all Professional Services SOP’s and Work Instructions• Providing on-going feedback regarding performance of all Professional Services team members• Direct management responsibilities for line of professional services resources directly related in support of sponsoring clients including mentorship of all assigned Project Managers and Senior Project Managers.• Actively team with sales organization to ensure customer satisfaction, effective scope management and change management as required for project life cycle• Maintain referenceable clients

Remote Nc

• Full accountability for the management of project timelines, budget and milestones for a variety of projects,• Leading client and internal status meeting• Problem tracking and timely resolution• Pro-active communication with all stakeholders• Responsibility for project financials, budget tracking and accuracy of invoicing• Managing the complete project development life cycle• Providing mentoring and guidance on project management principles for all assigned project team members• Assure compliance with Medidata’s standard project management methodologies and the Medidata SOPs• Managing assigned project resources on an ongoing basis• Providing on-going feedback regarding performance of all Medidata team members involved in the delivery of product to clients• Managing client expectations • Active Management of Scope, Change, Issue and Risk Management for all projects• Develop client relationships as “trusted advisor” role through effective proactive project management• Maintain balanced performance, revenue/ billable/non-billable hours while maintaining reference-able clients.

Remote Nc

• Full accountability for the management of project timelines, budget and milestones for a variety of projects,• Leading client and internal status meeting• Problem tracking and timely resolution• Pro-active communication with all stakeholders• Responsibility for project financials, budget tracking and accuracy of invoicing• Managing the complete project development life cycle• Providing mentoring and guidance on project management principles for all assigned project team members• Assure compliance with Medidata’s standard project management methodologies and the Medidata SOPs• Managing assigned project resources on an ongoing basis• Providing on-going feedback regarding performance of all Medidata team members involved in the delivery of product to clients• Managing client expectations • Active Management of Scope, Change, Issue and Risk Management for all projects• Develop client relationships as “trusted advisor” role through effective proactive project management• Accomplished in use of all Medidata internal systems, including QuickArrow and Magic.• Maintain balanced performance, revenue/ billable/non-billable hours while maintaining reference-able clients.

• Acted as primary liaison between clients and etrials• Overall responsibility for management and direction of the project team and all aspects of clinical project management• Worked with clients to develop product requirements for electronic data capture system• Created and maintained project plans and timelines for multiple projects• Worked with product development group to design and build electronic case report forms and to define and create edit check specifications• Interacted with internal team from various departments to ensure quality of service• Act as point of contact for investigators/site coordinators/CRAs for questions/problems • Ensured delivery of validated database to sponsor• Developed training programs for external users based on client needs and contract obligations• Provided project-specific training to software users• Performed front end analysis and developed curriculum to train users of all skill sets• Planned and presented appropriate training material at investigator meetings• Participated in sales presentations • Responsible for management of timelines and assuring that all deliverables were on schedule• Responsible for management of overall clinical trial budget once appropriate parties had signed all contractual documentation.• Developed templates for training modules.

• Managed technical activities of conversion staff comprised of 3 programmers, 2 migration specialists, and 2 support analysts.• Responsible for delivery of electronic data conversions in accordance with monthly training units (recognized revenue.) • Planned and executed project plans including resource scheduling, work breakdown, negotiation of deliverables and status reporting. • Set expectations for conversion data integration. Educated training, implementations and sales teams with appropriate expectations.• Prepared requirements documents for migration conversions from acquired software packages to PracticeWorks Office or WinOMS applications.• Maintained end user conversion documents.• Designed and executed QA test plans for new migration programs. Tested program revisions.• Investigated data storage models of new conversion clients. Advised clients on valid media for retrieval of conversion data. Set minimum standards for incoming data. Provided specifications to external vendors and hardware vendors. • Interfaced with technical support to resolve conversion related issues. Mediated with client to resolve problems.• Converted client data. Examined, validated and debugged resultant data files.• Completed certification course for PracticeWorks Office trainers.• Developed training/roll-out plan for newly developed software, major software updates, and software acquired from mergers and acquisitions

Raleigh-Durham, North Carolina Area

• Managed technical activities of staff of 5 software analysts.• Interfaced with customers to determine needs. Presented alternative methods of meeting requirements. • Set expectations for standard package and custom package integration. • Prepared requirements documents for migration from InfoLogic to PracticeWorks application. • Resolved technical support issues escalated from ready-response support hotline.• Designed and conducted consultative training courses geared toward better practice management techniques. Prepared system utilization documents. • Trained users in both one-on-one and large group settings.• Mediated with critical accounts. Facilitated escalation to client relations department if necessary.• Developed training programs for internal departments based on knowledge level needed to perform job function• Attended continuing education seminars: “How To Be An Effective Team Leader”; “How To Handle Difficult People.”

Raleigh-Durham, North Carolina Area

• Interfaced with implementation team at Envoy and prepared requirements for development team. • Designed and executed test plans to provide QA on ECM module.• Managed implementation process of ECM at customer sites. Prepared load and test instructions for support reps and end users.• Responsible for marketing ECM module to existing customers.• Provided training and technical support to internal help desk staff and external customer. • Set claim volume and commission goals, exceeded recurring revenue quota ($5000/month) for 1997, 1998, 1999.• Attended training seminar “Writing Basic Crystal Reports.”

Raleigh-Durham, North Carolina Area

• Resolved end user technical and how-to issues on a ready-response support hotline.• Developed training course materials. Including lesson plans and user manuals.• Published quarterly internal and external newsletters created in MS Publisher.• Conducted on-site and group training seminars.• Coordinated user conference for 200 participants.

Leadership, Strategic Thinking, Innovation And Creativity, Executive Presence

Skyline C4L leadership coaching program

Master Of Arts (M.A.), Applied Linguistics

Bachelor Of Arts (B.A.), Magazine Journalism

Bachelor Of Arts (B.A.), Spanish Language And Literature