Engagement Manager, Professional Services
CurrentDrive the development and delivery of transformative Electronic Records Distribution solutions to achieve customer success at enterprise clients Notable Accomplishments:Create a rewarding customer experience, functioning as a strategic technology, business, and sales advisor delivering best practices in Customer Success and Engagement Management Services through proactive collaboration with Redwood product sales, services sales, R&D and software consulting teams.Oversee complex SOW development, introducing preferred implementation methodologies that lead to successful implementations and repeat business.Develop a template driven SOW creation process that reduced the sales cycle to customer signature by 45% increased the number of SOWs accepted by 25%, and generated year over year Managed Services revenue gains as high as $400K.Orchestrate the end to end project delivery process, developing and maintaining on-time project schedules.Automate a process for EDS and USPS that involved email and text out call stats from different websites that allowed them to reduce headcount by 66% and increased Senior Executive confidence in our service ability. Improve response to clients by creating the "Platinum Services" program which requires a client commitment to a pre-paid bank of hours so that smaller but strategic projects could be completed without the need for the full SOW process.Accelerate the development of our team and improve customer satisfaction levels by conducting frequent audits of our team’s service response, capturing services metrics that drive continuous process improvements.Dramatic improvements in customer success resulted in gaining more than 15 reference accounts that helped the sales team drive yearly revenue and customer growth.Awarded “Best of the Best” annual company award a record 8 consecutive years.
