Oversee and manage delivery of over $8M in implementations across multiple product lines. Ensure operational effectiveness through metrics, data analysis and contact with customer base. Emphasis on customer satisfaction to build strong foundation for success of customers. Provide analysis and information to establish initial customer health. Selected Accomplishments: • Increased customer satisfaction with implementations from an average of 6.4 to 9.2 • Revamped Implementation processes and methodology to increase on-budget delivery by 30% and decrease delivery time by 50%• Developed metrics for utilization, revenue and duration of delivery processes• Successfully integrated newly acquired product lines and team members into proven successful delivery model• Collaborated with Director of Customer Engagement to establish key points of information customer health• Developed and trained sales on consistent messaging for implementations and ensured message was consistent with full life span of customer

Led team to ensure delivery of configurations and technical needs of over 100 implementations for Higher Education product lines.Selected Accomplishments: • Restructured team to reduce implementation time by 15% while improving customer satisfaction with implementation process• Developed surveys and customer outreach program to ensure satisfaction with implementation and products• Collaborated with Support to oversee roll-out and adoption team to ensure successful customer transition to using software• Worked closely with customers to gather feedback and understand areas for improvement in implementation process• Instituted cross-training model to increase capacity

Generated requirements, conducted market research, developed implementation and support plans, and conducted pilots for complete ground up redesign of Talent Management Suite for Higher EducationSelected Accomplishments: • Collaborated with development to ensure successful delivery of functionality in new product• Reviewed new features and functionality with customers, ensuring new functionality met the needs of the market• Delivered requirements for minimum viable product as well as advanced functionality• Designed roadmap based on market research to ensure product remained competitive the market

Delivered configurations, data loads, integrations, through SQL scripts. Administered databases through implementation. Selected Accomplishments: • Mentored and trained Technical Implementation Specialists• Worked with highest revenue and most complex customers to ensure successful implementation and adoption of system.• Wrote re-usable scripts and developed tools to speed up implementations and ensure consistent quality

Consulted with customers to gather requirements and build system to specifications. Trained customers on use of system. Ensured successful roll-out and adoption to end users.Selected Accomplishment: • Maintained highest customer satisfaction scores on the team for multiple quarters• Decreased implementation times by developing re-usable scripts and project plans to ensure repeatability across customers

Analyzed and debugged technical problems. Developed solutions to those problems in an object-oriented, multilayered, tables-based proprietary code environment. Selected Accomplishments: • Performed all steps of the system development life cycle. Reviewed analysis, code, test plans and documentation to ensure stability, quality, consistency, completeness and efficiency in the code environment• Interfaced with clients on technical problems and devised possible solutions by gathering information, understanding client needs, and assisting in defining requirements• Implemented change management through detailed, documented impact analysis of code changes

Led system implementations for large clients with annual revenue as large as $33B. Identified impact of client requirements and designed solutions within system architecture. Set milestones and project timeline and identified needed resources for execution of project plan. Selected Accomplishments: • Ensured quality production environment after implementation by overseeing shared resources, managing downtime, monitoring changes, securing data integrity and providing support for ongoing processes• Identified and analyzed impact of legislative changes, mergers, divestitures, acquisitions and new services added by client in production environment

Identified appropriate steps to implement system based on requirements, data needs and custom code needs. Diagnosed and resolved problems during implementation. Collaborated with quality assurance team to ensure successful implementation of system. Selected Accomplishments: • Unit tested major functions of system to ensure quality and efficiency, documented and tracked changes to ensure quality of production environment• Let training classes for 200+ people on setup and implementation of proprietary system platform