• Manage end to end issue resolution to large enterprise customers.• Monitors churn risk and actively engages to reduce service-related churn • Analyze customer trends to improve customer experience• Support and manage complex projects, implementations and deployments. • Project Manage on boarding activities to acclimate customer with processes and procedures.

• Manage team responsibilities to drive and implement business transformation, continuous improvement and new product initiatives across large, cross functional technology teams supporting 3k+ organization.• Lead creation of functional requirements to ensure proper scoping, scheduling and implementation.• Identify CI opportunities from a people, process and technology perspective to drive corresponding KPI performance.• Collaborate with stakeholders and development teams to manage testing strategies, plans and use cases (UAT)• Business Case development and analysis to track workload, production and FTE impacts• Identify training requirements and work with teams to deliver learning to impacted teams. • Develop and manage Day 1 “Service Readiness” plans• Manage program reports that outline direction, milestones, risks and project status

• Direct and manage the Onboarding and Service Lifecycle activities for strategic clients with revenue thresholds exceeding $40+ Million (MR). • Manage a Customer facing operations team (30+ FTE) responsible for planning and directing technical activities for delivery and support of customer infrastructure.• Drive seamless on-boarding process and work cross-functionally with sales, solutions architects and PS teams to proactively manage successful implementation. • Primary point of contact for business related discussions and responsible to develop and maintain trusted advisory relationships at multiple levels.• Established efficient workflow process, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel.

Team manager supporting large business partner accounts including the coordination of customer support operations and the generation of new value add revenue streams.

Supervised the operations of customer support teams within a call center, providing guidance to Tier I support teams and resolving issues for escalated priorities.