Responsible for Client Services including onboarding, educating, value delivery, proactive engagement, and strategy.Lead and manage the client services team, providing coaching, mentorship, and performance management.Develop and implement a client service strategy that fosters long-term client relationships and drives revenue growth.Oversee the client onboarding process, ensuring a smooth transition and exceeding client expectations.Manage client accounts, acting as a trusted advisor and advocate for their needs.Proactively identify and resolve client issues, ensuring timely and effective solutions.Develop and maintain strong relationships with key decision-makers at client organizations.Collaborate with internal departments (e.g., Sales, Development, Support) to ensure seamless client service delivery.Track and analyze client service metrics, identifying areas for improvement and implementing process enhancements.Develop and deliver client training programs on our software solutions.Stay abreast of industry trends and best practices in client service delivery.In charge of Program Management including definition, delivery, closure, and ongoing monitoring.Collaborate with Sales, Products & Development to ensure our products and services are Customer-Centric, add value, and drive innovation.

Client Services:Managed client relationships, advised on all project elements, and bridged the gap between technology and goals. Provided support and tools to customers to ensure project and program success. Assisted customer success managers with technical questions and solutions to provide answers in a timely and understandable manner for clients. Provided education and advisory for customers on software solutions.Program Management:Developed new programs, documentation, standards, policies and procedures in accordance with the mission and goals of the organization. Directed programs and activities to increase the success and efficiency in all program areas. Provided project management support in the form of guidance, coaching and support for all project managers. In charge of the PMO and future roadmap development, maintenance and monitoring.Project Management:Managed the entire project life cycle and technology implementation service from initiation to closure in a unique enterprise compliance management service platform. Lead training to our global Fortune 2000 clients. Assessed and evaluated clients' existing processes and workflows, provided suggestions and insight to maximize efficiency and effectiveness of the system implementation process. Conducted regular meetings with clients to closely monitor the implementation process and ensure all milestones and deadlines were met.

Managed both large and small scale software implementation projects for utility companies throughout the United States using Microsoft Project, SAP, Adobe, and Visio. Responsible for the successful initiation, planning, design, execution, monitoring, controlling and closure of all ArcFM/GIS projects. Accountable for all resource planning, risk identification and assessment, team leading, and quality control. Ensured client success and satisfaction providing guidance and best practices.

Managed a staff of ten on all GIS related projects for Rocky Mountain Power and Pacific Power utilizing Microsoft Products, Adobe, and SAP. Worked with internal clients to assist in solving business problems using GIS technology. In charge of direction and strategy of GIS technology and solutions utilizing GIS, AutoCAD, and FME. Directed complex research requests and conclusions and made recommendations to stakeholders. Facilitated day to day operational decisions regarding system operations, database management, and software upgrades. Provided formal training to large groups regarding GIS software and services.

Migrated National Forests data to a centralized database for NRIS - National Resource Information Systems for all National Forests in the U.S. Assisted with all levels of forest service GIS needs in development and the implementation process. Ran/Wrote scripts in PLSQL to update/correct data errors in Oracle. Designed relational databases. Tested new and old systems and aided in providing a simpler solution to internal clients. Managed the GIS/NRIS helpdesk. Tracked helpdesk tickets in an Access database and created a self-help guide for forest service staff utilizing export to PDF and email function for ease of use and faster turnaround time on helpdesk related issues and concerns.

Managed, directed and hired all staff. In charge of marketing, development, and company promotion. Responsible for money management, planning, and buying materials. Administered payroll, accounting, and taxes. Oversaw company research and analysis to gain competitive advantage.

Performed GIS and remote sensing analysis using ESRI and ERDAS Imagine products to complete assignments for the following departments or agencies: The Washington Department of Ecology, NOAA-Gulf Coast Analysis & NOAA-Habitat Loss, Southeast Wildlife Risk Assessment, USGS, ISO, Oregon Department of Transportation Salmon Resources, and The Department of Forestry.

Evaluated and corrected data migration processes. Migrated data for Navy installations in the SW region to comply with Navy standards. Worked with the Utilities department to re-create engineering plots and maintain GIS data. Created a website to display final map plotting product for Utilities. Administered complex ArcIMS xml files (.axl) for multiple map services specifying SDE layers, associated symbology and information rendering. Received top secret clearance and worked for BRAC data collection and analysis. Created securities map for President Reagan’s funeral procession at Point Mugu.