Director of Client Services 11/18-presentProviding expert client management oversight for telecom agency, to include* Comprehensive account and order management across a diversity of providers and services* Consistent, efficient project communications to vendors, partners, and clients, mostly to decisionmaker, management and C-level.* Training, coaching, and supervision of client services staff* Specialized in Banking and Legal deployments* Escalations and issue resolution at executive level * Voice/data service installations, PRI/SIP conversions, UCaas and CCaas implementations* Specialized expertise in portingSelected Achievements:* Drove adoption and successful deployment of project management system (Yanado) and developed successor account/project management workflows for SalesForce implementation.* Onboarded new partner in crisis, and developed emergency processes which rescued $200,000 in at-risk revenue while concurrently driving new revenue sales and rebuilding deteriorated client relationships.* Instrumental in creating year-over-year increase in orders and referrals from partners, attributed directly to exceptional client/partner satisfaction with project deployment and order management

• Collaborate with the founding partners and other partner executives to drive development, implementation, and accountability of the company's OKR/strategic plan.• Provide accountability oversight and direct management of multiple operational projects and programs.• Develop and maintain strong relationships with key stakeholders, including partners, customers, strategic partners, and industry alliances.• Develop and implement account management and project management processes, including training for new staff and CRM revisions to ensure functionality and alignment .• Provide support and guidance to the executive team with accountability schedules, and truthful 1:1 discussion and feedback. • Keeper of corporate culture--plan and manage internal and external corporate milestones and events; ensure strategy and corporate direction align with company core values.• I am the air traffic controller--my 360° view keeps all the planes flying successfully!Selected Highlights:• Manage development and continued curation of custom SalesForce instance, to include KPI, segmentation, and custom reporting.• Drive company strategy work, including most recently adoption and implementation of OKR process for growth strategy.• Own creation and ongoing curation of corporate processes and procedures across sales, support, and operations.

* Telecom order provisioning management* Porting department manager (contracted to VOIP provider), porting 400+ locations across industries and originating carriers.

Client liaison and dev team manager Process development and documentation (early start up)Experienced in Agile development process CSM trainedCustom/contract software development