Maria Teresa Rains Email and Phone Number

Provides SaaS solutions for Mail, Chat, CoBrowse, Social, Virtual Agent, Proactive Chat offers, Click to Call, etc with Contact Center Application to mid to large enterprise corporations. We have a partnership with Cisco, and have clients like Veteran Affairs, Humana, Blue Cross Blue Shield, L.L. Bean, Northern Trust, Wells Fargo, Country Financial, etc. My responsibilities are to: Conduct Kick-off calls, take a lead in driving deep dive sessions/discovery calls as well as Design Sessions. Support the analysis of business requirements; Manage cloud solutions; Configure our solutions into eGain applications based on clients requirements; Demo the configured solution during Customer Journey sessions onsite or via web sessions. Coordinate with the Project Managers, Managers, Business and Systems Analysts, Architects, Developers, and Testers and schedule software releases; Manage the Release Cycle; Troubleshoot defects; and Provide quality assurance when functionality is delivered into client's environments. Conduct customer training via web or on-site in small or large groups focusing on what is relevant to their company based on their business requirements.

Project Manager• Responsible for managing projects including scope, scheduling, and change management in a project management or customer service role.• Act as the client advocate, responsible for insuring a successful implementation of software at the client’s site, working closely with customers to ensure that customer expectations are met in and address any issues in a timely manner.• Coordinate internal resources and third parties/vendors for the flawless execution of projects.• Primary point of contact for all project related activities.• Responsible for working with clients to manage expectations within the scope of the project deliverables.• Closely track and publish the quality metrics of all deliverables highlighting any deviations from the target quality criteria to ensure projects are delivered on time, within scope and within budget.• Responsible for Risk, Quality and Timeline management to identify and mitigate project issues as they occur. • Managed internal cross collaboration globally to ensure a deliverables are met working cross functionally with internal departments. • Developed proposals and project plans to manage deliverables, taking appropriate actions to ensure timely project completion.• Conducted internal bi-weekly meeting for status update and project tracking activities.• Recommended mechanisms and tools to automate Project Management and related functions to streamline the process.

Product Trainer• Responsibilities include conducting both remote and on-site product training for global clients. Audience are a combination of Technical, Business, VP level groups. • Developing curricula and customizing training to address the client’s business requirements including creation of client specific training materials that are not available out-of-the-box.• Educated clients on User Acceptance Testing strategy to ensure successful software deployment by promoting the best practices.• Develop customized training decks to highlight the relevant product functionality that pertains to customer business cases• Training customers to trouble shoot frequently asked questions.• Develops & Deliver a cheat sheet guide to enable training of new hires.• Responsible for developing internal best practices and training methodology.• Manage project effectively to monitor the status of client deliverables and escalate as appropriate to ensure that SLA’s are not tripped.

• Primary liaison for customers to ensure seamless customer experience.• Facilitate retention working with internal management and finance to ensure customer satisfaction and renewals. Proactively work within the customer base to increasing Quick Value Services engagements with customers and improving the adoption of new solutions• Identify opportunities for growth, including : Cloud migration, upsell & cross-sell opportunities including long-term renewals• Works closely and collaborate frequently with cross-functional teams within the company.Identifies and closely monitor ‘At Risk’ accounts and coordinate appropriate engagement from cross-functional teams to ensure retention• Engages customers to understand needs and mitigate issues including onsite visits to understand their use cases as well as to detect and provide optimization opportunities and deepen customer engagement

Recently changed role from Customer Success Manager to Project Manager in eGain. Responsibilities:-Coordinate internal resources and third parties/vendors for the flawless execution of projects-Ensure that all projects are delivered on-time, within scope and within budget-Assist in the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility-Ensure resource availability and allocation-Develop a detailed project plan to monitor and track progress-Manage changes to the project scope, project schedule and project costs using appropriate verification techniques-Measure project performance using appropriate tools and techniques-Take full responsibility of the project and prevent any possible escalations as much as possible-Manage the relationship with the client and all stakeholders-Perform risk management to minimize project risks-Establish and maintain relationships with third parties/vendors-Create and maintain comprehensive project documentation-Meet with clients to take detailed ordering briefs and clarify specific requirements of each project, virtual and onsite if needed.-Delegate project tasks based on staff members' individual strengths, skill sets and experience levels-Track project performance, specifically to analyze the successful completion of short and long-term goals-Meet budgetary objectives and make adjustments to project constraints based on financial analysis-Develop comprehensive project plans to be shared with clients as well as other staff members-Use and continually develop leadership skills-Attend conferences and training as required to maintain proficiency-Perform other related duties as assigned-Develop spreadsheets, diagrams and process maps to document needs

Bid Management• Responsible for review, parsing, and analysis of RFP/bid solicitation documents including identification of potential bid issues and provide assessment to appropriate stakeholders.• Collaborated in a cross divisional team environment, fostering relationships with subject matter experts and Salespeople/management.• Coordinated business/Compliance reviews and conduct quality reviews of proposal documents and ensure conformity to bid specifications and Corporate standards.•. Tracks the status of the RFX's. •. 90% Rate of being down selected for the next round.

Took care of Active Customers such as account management, billing, counseling

Assist inbound calls request for account assistance. Retained customers who were attempting to look around for other insurance providers.