In this role, I am the business owner for the SuccessCare offering. I lead several teams that work to provide tailored new customer engagements, focused on adoption and building a strong foundation. As a newly launched program, I was deeply involved in the design and build of this offering. Key highlights include:• Creation of full customer engagement, ensuring coverage of all key technical areas• Addition of over 130 pieces of learning material, used to increase value to the customer, and promote continued learning• Design and rollout of new customer survey program, ensuring feedback at key points along their journey with us• Developed capacity planning model, used to view various situations, based on dynamic metrics• Creation of documentation and process mapping• Collaboration with Services, Customer Success, Sales, and Support to ensure all worked in unison to provide exceptional customer transition

Upon the merger of Kronos and Ultimate software, I continued my role of leading our Partner Support group, but also acquired the Technical Account Managers team. This group provides PLUS Support to our top Enterprise accounts on the UKG Ready Platform. With a mix of reactive, proactive and optimization support, as well as working jointly with the Customer Success Managers, the TAM group has a strong relationship with the key stakeholders of these accounts. • Create and implement escalation path to minimize impact time and define role of Support and Partner Success Manager for various instances• Implemented assigned support model for key Partners. This resulted in an immediate 55% improvement on our 4 hour response time. This was also met with high praise from those Partners• Create and roll out Salesforce dashboard to highlight metrics and trends for the Partner organization. This also gave insights in when/how we can pivot to assist other teams

In Customer Success Services, we partnered with key enterprise customers, delivering high value activities, aimed at improving workflow efficiency, product adoption, and driving measurable success for the customer. Working with the overall account team, I led a group of senior Specialists, and was accountable for the team’s delivery of technical product support and proactive services to over 20 accounts, who’s total annual revenue was over $14 million in subscription and services. I also led and contributed on key strategic projects, in a cross-functional environment, focused on operations and process improvements.• Defined and executed on early notification and communication process to minimize customer impact, during cloud outage of SaaS products.• Led initial rollout of global "Voice of the Customer" initiative to gather customer insights on product issues and usage, driving positive change. Quarterly presentation to senior leadership, prioritizing requests of product development team, with ongoing management of progress. • Served as global escalation point to manage critical support issues within our enterprise accounts, connecting technical resources, account management, and product development to drive resolution.• Partnered with 11 Product Development teams to roll out new OLA agreement, showing a 57% improvement in defect response times during the first 2 months.• Implemented the use of a 3rd party vendor into existing Salesforce process, ensuring fast and smooth initial communication from customers. Included live and recorded Brainshark training, as well as ongoing success monitoring. Rerouted over 700 incoming emails in the first month, reducing impact to Specialists. SLA target met with 98% success.

As Team lead, I was responsible for the day-to-day operations of the America’s AEC team, ensuring customer satisfaction with technical support issues, and maintaining internal KPI targets, such as CSAT, Backlog Health, and Resolution Time. • Created and delivered training content to educate Autodesk Partners on new product releases.• As GEO Training Lead, initiated and managed regular technical training meetings with Development teams to ensure Specialist had necessary resources to support Customers and Partners.• Mentored team members, through weekly KPI review, resulted in scores 8% above overall AMER average, while increasing proactive work over 20%. • Managed and co-authored a popular blog, targeted at helping our customers adopt new technology, in the civil engineering and infrastructure industry.

As part of a client's overall land development, I managed the environmental aspect of projects, including the scheduling, budgeting, and permitting. In addition to the field delineation of wetlands, I completed the design plans, collaborating with Civil Engineers to ensure approval, with local, state, and federal agencies.