Customer Success leader focused on leading implementation teams. Mentoring and guiding consultative concepts. Reviewing and updating the implementation process. Focused on KPI's related to Time to Value and efficiency during the implementation process. Oversee the production of implementation tools. Triage customer knowledgebase and make recommendations and updates as needed.

~ Develop and train CSM/CIM (Customer Integration Manager) on how to onboard, manage internal and external relationships, and support CampusLogic products~ Work with CSM/CIM to establish critical timelines to achieve their goals of implementation~ Deal with escalated customers regarding the overall onboarding process and experience~ Create a strategy for efficient and effective onboarding of CampusLogic products~ Drive process improvement and ensure CSM/CIM team is using systems to increase efficiency~ Responsible for the creation, updating, and maintenance of tools and processes used in the onboarding process for Customer Success ~ Coach Customer Success/Integration Managers on delivery of onboarding calls~ Ensure Customer Success team understands (Objectives and Key Results), goals, and vision of organizational leadership team~ Work with Customer Success leaders to develop programs to support the growth of the Customer Success Managers using Level Jump learning management system ~ Responsible for the creation, updating, and maintenance of tools and processes used in the onboarding process ~ Liaise with Product team regarding onboarding and implementation of new products~ Develop tools to assist in giving continuous feedback to CSM/CIM~ Consult with Customer Success leaders to develop a repository of tools, processes, and procedures~ Collaborate with other learning enablement staff to create and implement company-wide learning strategies

• Own overall relationship with customer which includes: Onboarding, Increasing adoption, ensuring retention and satisfaction, managing risk.• Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of our products and services.• Develop, prepare, and nurture customers for advocacy.• Work with customer to establish critical goals, or other key performance indicators and aid the customer in achieving their goals to provide ultimate value.• Work to identify and/or develop upsell opportunities.• Advocate customer needs/issues cross-departmentally.• Work as a team to build a world class Customer Success department.

• Managed the development of Faculty Management System which included developing business requirement documentation and wire-frames; quality assurance testing, and end-user testing; worked closely with development team to ensure customer satisfaction• Created product road map for future feature additions including payroll and faculty development tracking• Developed technological processes and procedures based on end-user specifications as well as academic and regulatory policies• Managed multiple, large initiatives/projects simultaneously across multiple functional areas comprised of executive leaders and departmental managers focused on company technological initiatives and the analysis of business processes• Managed teams focused on analysis of business processes to streamline organizational workflow• Team leader over Faculty Development Manager and Faculty Hiring Manager as well as developer assigned to develop and maintain Faculty Management System• Accountable for review of faculty payroll• Responsible for manually scheduling over 450 faculty in online environment• Recommended process and procedural changes based on the business process analysis of faculty operations• Analyzed trends regarding number faculty scheduled, number of students scheduled by program, number of courses cancelled, and number of courses offered to determine the hiring needs of the organization

Develop and maintain an efficient and effective faculty scheduling process that matches qualified faculty with openings in the course schedule 12 times a yearProvide high quality customer service to CSU-Global faculty located throughout U.S. and worldManage faculty and project assignments to include initiating, teaching, and verifying paymentsCollaborate with faculty development team to support faculty recruitment and training.

I am the subject matter expert for academic operations at the college and or university level. I also prepared CRUDE testing as well as functional testing. I work very closely with product management making user interface recommendations and identifying dependencies within the system that should be tested. Our product is SaaS and we use the Agile philosophy for development and testing.