Results-oriented Customer Success Manager with experience in driving customer satisfaction and retention within the software industry. Proven track record of building and nurturing strong client relationships to maximize customer value and enable business growth. Skilled in understanding customer needs, providing strategic guidance, and ensuring successful product adoption. *Committed to delivering exceptional customer experiences while maintaining a customer-centric approach.*Develop and execute customer success strategies to onboard new clients, drive product adoption, and ensure long-term customer satisfaction.*Serve as a trusted advisor to key accounts, understanding their business objectives and aligning our solutions to meet their needs.*Conduct regular check-ins, provide product demonstrations, and offer training sessions to promote customer engagement and success.*Collaborate cross-functionally with sales, product, and support teams to address customer concerns and drive resolution.*Track and analyze customer metrics, including usage patterns and feedback, to identify opportunities for upselling and renewal.

Senior Workday Analyst and Trainer for an environmental services group, with $541 million annual sales, focused on ensuring successful integration and change management of acquired companies· Completed five acquisition/integration projects for divisions ranging from 20 to 400 employees· Worked with newly acquired companies to understand business processes and align with Montrose policies and Workday enterprise software· Managed Early Adopter and discovery sessions for project management and delivered end-user training prior to go-live· Responsible for change management communications with acquired divisions· Delivered post go-live “Quick Hits” sessions· Manage monthly continuing education sessions for the entire Montrose family of companies· Manage Knowledge Center intranet sight which includes “how to” videos, step-by-step instructions, corporate policies, etc.· Communicate twice yearly Workday release enhancements and update Knowledge Center content accordingly· Responsible for roll out of new Project Manager dashboard and user adoption

Software Implementation and change management training for Reliance Technology Solutions; a division of Reliance Steel & Aluminum, a Fortune 300 company· Responsible for defining processes and custom training for the Reliance Family of Companies (11,000 employees)· Conducting process reviews with Champions during Microsoft Dynamics AX ERP Financials Implementations· Creating custom user documentation and conducting training for Financial modules – AR, AP, GL, and Credit & Collections· Offering post Go-Live support to financial users· Responsible for Microsoft Power BI training which includes:· Defining Best practices for Analytics and financial reporting -- Sales, Revenue, and Inventory· Creating Power BI end-user documentation including Quick Reference Guide and sales and Inventory dashboard specs· Delivering end-user training at corporate office and divisions

· 8+ years Customer focused success· Responsible for $250,000/annually customer implementation and service projects· Developed strategies to automate data projects with the goal of increased time for analysis (less time chasing data)· Helped customers decrease time of Month-End close process· Communicated and presented new software release information· Presented at annual corporate conference· Road Warrior customer advocate. Traveled to Nigeria, Brazil, Mexico and Canada as well as all over the U.S. to help customers get the best of Insightsoftware products· Worked with customers to streamline reporting processes, create visualizations and implement strategic planning with the benefit of creating actionable insights into day-to-day activity and forecast plans· Experienced managing to deadlines, taking initiative, confident decision maker, collaboration, team-building· Superior customer service experience both for internal and external customers· Presenter of monthly “Tips” customer webinar

Leadership Development of a premier Business Process Outsourcing corporation.Developed and workflowed core processes for Director level new site implementation. Focused on enterprise leadership including financial reporting (Hyperion) and other financial modules.

Developed eLearning simulations of AR, AP, GL, Customer Service, Tax, and Address Book processes for $6 billion dollar medical products producer using Oracle E1 ERP software.Developed and managed materials and process documentation for Accounts Receivable including Credit & Collections, Cash Application, and Rebates & Adjustments.Developed training materials for Customer Data Integrity department.Managed the delivery of training to the accounting department.Delivered classroom training on financial and Customer Data Integrity.Go-Live and Post Go-Live support.

Developed materials and process documentation for financial modules (AR, AP, GL, FA) for a life sciences company.Prepared end-user finance training materials for European Go-Live.Delivered end-user training for European Go-Live.

Conducted comparative analysis for upgrading to the latest version of JDE software.Helped define the client's business model. Set up General Ledger (including Chart of Accounts) and Accounts Receivable modules. Setup Auto Receipts Processing algorithms and execution lists. Also setup credit collections. Performed system testing of the Financial modules. Assisted IT department with the acquisition of another company, including working on the Operations Conversion team to help develop the conversion process for data. Co-wrote the manual for the conversion process. The conversion included General Ledger, Accounts Receivable, Address Book, and Fixed Assets data. Established operational practices for the acquired company, and set up the acquired company in the financial software modules and assisted with the data conversion.Trained managers on both the business processes and the software. The training included the following: Address Book, Invoicing, Cash Receipts, and Fixed Assets.Provided end-user training for the financial modules.Established help desk practices and reduced the amount of open calls. Transferred financial application knowledge to Help Desk personnel at the Property Management company to reduce the amount of unresolved issues experienced by end users. Developed documentation to assist Help Desk Representatives resolve end-user issues. The documentation included a quick question and answer sheet to help them solve problems within a reasonable timeframe.

Trained Customer Service Representatives of 70 billion dollar financial services firm. Duties included training custom financial software, investment strategies, customer service skills, and developed training material.