Lead teams to customize features for individual clients’ employee health care benefits software; oversee development and delivery in a deadline-driven organization.Manage payroll, data and total compensation statement builds to onboard 800k ARR. Manage process improvement for a 7MM book of business. Work with senior leaders to streamline workflows and complete a successful handoff between Implementation and on-going client services teams.

Designed system enhancements to secure $5MM contract and retain a significant client.Earned rave reviews and 10/10 Net Promoter Scores from key clients.Improved team engagement and client interactions to stabilize a $2MM book of business.Led client retention and reported renewal rates to senior leaders, for more than 50 partners.Created an innovative employee engagement program and led training sessions for over 100 employees; earned consistently high employee feedback.Managed a team of 5 direct reports and multiple indirect reports.

Translated client needs into new customized products, resulting in 15% YOY revenue increase.Spearheaded effort with data team, clients, and insurance providers to create new template for recurring health-related submissions, speeding time to file a claim 5x and improving claims-review efficiency; generated $3MM in additional revenue; new template adopted company-wide.Collaborated with interdepartmental team of 12 to improve internal goal-setting and training; increased employee retention to 90%; earned perfect 360 reviews from fellow employees.

Serviced accounts for four significant clients with 1,000+ employees each, focusing on operational excellence; advocated for and oversaw implementation of product updates to meet client-specific needs.Worked with mentees and internal stakeholders to improve client-reporting mechanisms, increasing client retention.

Co-wrote company’s standard operating procedures; created and executed training to generate, track, and file IRS forms to comply with government regulations.

Triaged customer tickets; solved problems and communicated client requirements to internal stakeholders.

Led initiatives to modernize systems: planned and integrated first cloud database, created a new model to track and report metrics to funders, oversaw data management and employee training.