Mark Augustson Email and Phone Number

-I manage a book of 40 - 50 strategic software implementation projects for new and existing high-touch customers.-I manage high-visibility customer escalations and troubleshooting related to development issues during implementation.- I assist in the definition of project scope and objectives, involving all relevant stakeholders and ensuring that clients' expectations are in-line with project service scope.-Directly responsible for planning, direction, coordination, execution, control and completion of assigned projects.-I maintain and deliver detailed project documentation to monitor and track progress to all project stakeholders.-Work closely with customer ERP Implementation Partners to ensure successful integration.-Support internal team members and maintain assigned internal procedures.-2023 “Simplicity” Avalara Professional Services Award Winner

Principal strategist and leader of project solutions in the Government Solutions Group (GSG) division. Recommend approvals on RFP and sole source solicitation solutions based on in-depth analysis, discovery, and alignment to functional requirements. Identify functional solution opportunities, project scope, feasibilities, timelines, and budgets. Execute projects, factoring functional requirements, product and implementation costs. Pinpoint cost savings and issue initiatives. Partner with proposal writers to author formal solicitation responses. Interface with clients for discover calls and solution recommendations. - Solution/Product Subject Matter Expert (SME) for the Sales and Client Support Teams, up to 22 cross-functional personnel.- Secured 11 new clients in 2020, worth $2,589,808 in revenues.- Completed 23 RFPs and 25 Sole Source Solicitation responses in 2020.

Directed consultation and technical implementation projects for Yardi clients. Enhanced and optimized operational and financial performance for over 400 clients. Spearheaded issue resolution for clients through exemplary research, analysis and technical support. Performed on-site and remote best practice reviews, including product and process automation business process review for vertical software plugin reviews, module recommendations, and custom programming requests (CPR). Trusted resource and training instructor on Yardi products to staff and external clients.• Achieved recognition as the highest case closer for the division. Spearheaded client case management for 1500+ cases in 14 months.• Supported Yardi teammates on 1600+ cases, leading the division in peer support units. • Pinpointed and documented 49 software issues within 14 months. • Recipient of the 2018 Yardi Systems Raleigh Office Mentor of the Year Award. Led, empowered, and mentored 15 personnel. • Authored 8 Knowledge Base Articles across 14 months. • Appointed Course Instructor for the 2018 Annual Yardi Advanced Solutions Conference (YASC).• Facilitated 6 courses impacting 122 client representatives.

Primary leader of business analysis, technical documentation, and customer service initiatives. Executed essential product-related projects for Fannie Mae, Freddie Mac, FHA, VA, RD/USDA, Housing Agency/Bond, and Portfolio Management. Engaged with stakeholders to establish project scopes and feasibilities. Offered key recommendations and data-driven solutions. Partnered with the Application Programming Team to analyze and define business and technical requirements. Supervised 5 Business Analysts. Prioritized and delegated daily assignments and conducted annual performance evaluations. Promoted skills enhancement, professional development, and areas of improvement. Assigned up to 15 complex projects per year across the product development life cycle, including alignment to regulatory compliance statutes, legal standards, and operational changes. Streamlined customer service support impacting 3000 internal clients across cross-functional departments including, but not limited to: Senior Management, Loan Offices, Underwriters, Processors, Loan Closers, Operational departments. - SunTrust Mortgage Compass Award Winner (2008). - SunTrust Creating Raving Fans Award Winner for 3 consecutive years (2003, 2004, 2005).