As Project Manager, I led calls with customers to capture a full understanding of business requirements to create software solutions that meet operational needs. The outcomes of these calls were the creation of implementation and training schedules, determining priorities, setting agendas, and maintaining communication with internal and external teams. These efforts ensured that solutions were completed by the customer’s expected go-live dates. I was the main contact for executive partners. This responsibility required close work with internal teams to gather detail and be able to articulate the status of a dozen on-going projects to company partners on a weekly basis which kept all projects on track and led to timely deployment.This work required constant clear collaboration and communication with customers, internal teams (Product, Support, Sales, and Implementation), and executive leadership to ensure all parties were kept up-to-date, that requirements were met, and expectations were satisfied or exceeded.

Analyzed and gathered customers’ Transportation Management System (TMS) processes and operations to determine best practices when implementing SaaS solutions (TMWSuite) to fit the customer’s needs.Worked closely with project managers and solution architects during implementations to build requirement documents and develop a scope of work (SOW) to ensure all customer needs had been captured and our work could be delivered in a timely manner.Built working relationships with customers to best understand their business needs and to be able to provide them with the greatest amount of value possible.

Created reports analyzing market trends and customer behavior patterns that guided executive decisions on a recurring basis. Focused company-wide marketing and service efforts resulting in improved customer retention.Developed business case reports that examined multiple variables of all product offerings.Refined and adjusted report variables given leadership feedback to capture “what-if” scenarios. Designed toolset enabling “go/no-go” decisions on making investments within target markets. Utilized analyses to focus sales efforts and allowed sales team to focus efforts more efficiently and increased close rate percentage.Managed development of financial models analyzing the rate of return and overall payback potential in providing services.

Utilized TMS expertise to provide direct support to customers.Assisted customers in loading and managing contracts and provided outsourced contract management for customers using contract services. Oversaw customer support including US, UK, and EU. Supported staff in delivery of TMS solutions.

Gained Super User certification in MercuryGate TMS (Transportation Management System). Managed upload and maintenance of carrier contracts.Developed and implemented companywide ETL processes and tools. Created automated reconciliation reports reducing 95% of billing errors within the first year. Implemented processes and activated software features that fully leveraged TMS capabilities, previously unused.Designed rate analysis tools for blanket and customer-specific contracts supporting contract negotiation processes and providing pricing.