In this role, I lead the company's customer success team, which includes client services managers and product support. Successful client onboarding, product adoption, and ongoing customer satisfaction are my primary areas of focus. I also support sales and customer acquisition, build sustainable and scalable management operations, and work closely with product management and software engineering to enhance the platform to meet customer needs. This is a leadership role that reports to the CEO in a fast-paced SaaS company that provides a transaction processing platform for ticketing and membership sales in museums and cultural institutions.

I managed and led complex business-critical IT projects supporting a multi-site enterprise CRM system for fundraising, membership, marketing and revenue operations. Collaborated with a virtual team in multiple time zones to define and implement workflow processes and custom developed solutions for major department stakeholders within the organization.

In this role, I led the development of implementation methodology for enterprise-level CRM projects with a new-to-market product line, and launched a Project Management Office servicing the Enterprise professional services group of 100+ consultants. As a practice leader, I also trained project teams across project management, business development, and consulting best practices. A component of this role was also client-facing and billable, and I engaged with clients as a subject matter expert and trusted advisor for project management and implementation strategy for Blackbaud CRM.

Conducted pre-sales business requirements assessments with prospects enabling new business development opportunities. Facilitated CRM software demos and executive sales presentations to cause-based and human services nonprofit organizations. • Developed professional services statements of work for implementation projects ranging from $500K to $4M. • Led in-depth interviews with executives and end-users of CRM, business intelligence, and financial software. • Prepared RFP responses and new service offering deliverables.

Delivered CRM business-consulting services for non-profit organizations in North America and the United Kingdom. Directly accountable for managing scope, budget, and schedule for each project. • Managed project budgets from $275K to $2M. • Identified process improvements through evaluation of business capabilities and database system audits.• Advised on best practices for fundraising database operations with Raiser's Edge