Accomplished and goal-driven Partner (Customer) Success Manager and Project Manager with extensive experience building and maintaining strong relationships with stakeholders and managing multi-million dollar projects. Proven track record of delivering customer-centric solutions with software products: eDoctrina, eWalk, and Power Walkthrough. Skilled in communicating, presenting, and influencing key decision-makers across all levels, consistently fostering productive relationships to achieve strategic goals. Expertise in analytical thinking, relationship management, and a results-driven approach has led to successful outcomes in customer success and project management roles.* Develop and nurture customer relationships via webinars, in-person presentations, emails, video, and phone, ensuring consistent engagement and satisfaction* Onboard new customers and guide them through the customer lifecycle, demonstrating product value and ensuring alignment with customer goals* Create tailored project plans for customers, outlining critical success factors, potential challenges, and actionable recommendations* Collaborate with software developers to identify product enhancements, resolve issues, and deliver improvements, ensuring seamless project execution* Lead project and program implementation, managing scope, tasks, budget, and timelines, ensuring on-time and within-budget delivery* Deliver client reports and presentations in high-impact formats, enhancing stakeholder engagement and decision-making* Build and maintain strong partnerships, contributing to the development of new business opportunities through continuous relationship-building* Create support materials and instructional videos to enhance customer understanding and effective product usage

Tasks and responsibilities included, but were not limited to, planning, coordinating, developing, selling, managing, communicating, marketing, reporting, supervising, presenting, and writing. * Connected with customers via webinars, in-person presentations, emails, video, and phone calls to develop strong and lasting relationships* Provided onboarding for new customers and guided them through the customer lifecycle while positively showing and explaining the value of the products* Developed success plans for customers that outlined their critical success factors, metrics for success, potential issues, and provided recommendations * Managed accounts, tracked sales leads, and forecasted revenue* Collected data on inquiries, new sales, renewal sales, financials, and market trends* Met key performance targets (revenue, client accounts, user accounts)* Developed and documented customer service procedures, policies, and standards to increase customer satisfaction, loyalty, and retention* Monitored the project, tested the product, and conducted strategic meetings to collaborate with the software developers to resolve issues and enhance the product* Delivered value by writing, editing, and proofing reports, marketing materials, manuscripts, roadmaps, blogs, and RFPs

Surpassed revenue, client account, and user account goals consistentlyRecommended the nature and scope of present and future product lines Appraised new product ideas and/or product changesAssessed market competition by comparing the company's product to competitors' productsAnalyzed and interpreted quantitative and qualitative dataProduced client deliverables such as reports or presentationsManaged products, projects, and programsContributed toward generating opportunities for new work through relationship building

Developed and managed implementation plans with scope, tasks, hours, and budgetBuilt and maintained solid partnership relationshipsCreated materials and videos for product supportPrepared business proposals and presentationsPresented findings and recommendations to managementImplemented recommendations and solutions

Presented content and provided support to customersProvided business solutions and recommendations to organization to meet project goalsPromoted online and app software usageEvaluated two software platforms and one mobile app for needs and requirements

Tracked trends and sales leads using Microsoft Excel and AccessSupported planning and coordination of programs and its activitiesEnsured implementation of policies and practicesMaintained budget and tracked expenditures/transactionsHelped build positive relations within the team and external partiesDeveloped a 7/30/60/90-day sales/customer success pipeline

Created Access database for tracking and used it as a CRM (Customer Relationship Management)Created internal documentation of processes and proceduresUsed knowledge about the customer to inform decision making and problem solvingSuggested ways to improve the customer experienceCoordinated the logistics and represented the organization during trade shows and conferences

Responsible for intranet website development, design, and maintenanceCoordinated and tracked multiple departmental activitiesEdited, proofread, and formatted documents and manualsOrganized complex databases and other tracking systemsCompiled and tracked internal and external data collection

Edited and proofread reports, manuals, and presentation materialsCreated tracking systemsCommunicated and provided information to internal and external stakeholders Coordinated the logistics for meetings and trainings