Senior project manager responsible for implementing sales force solutions.

Senior Manager in the PMO leading a team of 6 project managers for Enterprise clients implementing digital marketing products. I am also a Senior Project manager leading complex, successful salesforce marketing cloud and personalization software implementations and ongoing support projects. Client satisfaction is one of my top goals as I am a strategic partner with my clients always ensuring success with their implementation projects. My manager responsibilities include coaching, mentoring… Show more Senior Manager in the PMO leading a team of 6 project managers for Enterprise clients implementing digital marketing products. I am also a Senior Project manager leading complex, successful salesforce marketing cloud and personalization software implementations and ongoing support projects. Client satisfaction is one of my top goals as I am a strategic partner with my clients always ensuring success with their implementation projects. My manager responsibilities include coaching, mentoring, performance management, yearly reviews, achieving revenue and utilization targets. Overall, I am an excellent leader, consultant, and strategic thinker. Show less

Manage 5 direct reports including business analysts that execute daily, weekly, monthly recurring deliverables for Managed Services clients. Responsible for the productivity of on task hours and forecasting accuracy of direct reports monitored by reporting and KPI’s. Manage a portfolio of high-profile enterprise clients working with their direct marketing and overall fundraising programs using Blackbaud CRM products. Responsible for profitablity through change orders,… Show more Manage 5 direct reports including business analysts that execute daily, weekly, monthly recurring deliverables for Managed Services clients. Responsible for the productivity of on task hours and forecasting accuracy of direct reports monitored by reporting and KPI’s. Manage a portfolio of high-profile enterprise clients working with their direct marketing and overall fundraising programs using Blackbaud CRM products. Responsible for profitablity through change orders, renewals, new sales which has resulted in over a $1million in 2020/2021. Conduct quarterly reviews, 1:1’s and team meetings to establish a positive and supportive working relationship with each team member. Manage performance issues and providing coaching opportunities for improvement as needed. Engaged in the staffing of new contracts as well as transitions that need to occur on client projects when staff turn over occurs. Recruit, interview and hire new employees including on-boarding and mentoring. Trouble shoot issues that arise from client projects and help direct reports to resolve escalations. Demonstrate value and maintain a high level of client satisfaction by providing excellent customer service. Work across departments at Blackbaud to trouble shoot, manage client expecations, and overall ensure success of client portfolio and team members. Travel 20-25% to visit clients in portfolio for relationship management. Show less

Managed 6 project managers, led team initiatives and meetings, determined staffing assignments, and prioritized a shifting workload. Monitored team deliverables and escalated issues to appropriate functional team, direct reports, and upper management. Managed a portfolio of projects as the project manager achieving a 50% billable utilization target. Assisted in trouble shooting client requests and effectively managed tasks and coordination between departments… Show more Managed 6 project managers, led team initiatives and meetings, determined staffing assignments, and prioritized a shifting workload. Monitored team deliverables and escalated issues to appropriate functional team, direct reports, and upper management. Managed a portfolio of projects as the project manager achieving a 50% billable utilization target. Assisted in trouble shooting client requests and effectively managed tasks and coordination between departments. Measured and helped improve employee performance through quarterly check ins and annual performance reviews. Provided guidance and support to direct reports through career development and growth. Assisted with recruiting and hiring new employees including on-boarding and mentoring. Show less

Customer advocate and champion for customer success in professional services group. Implemented processes and policies to improve the customer experience and helped clients be more successful with our products and services. Managed the professional services survey process to effectively measure and increase customer satisfaction. Sent surveys to clients, analyzed the returned survey data, and reported the overall CSAT to department and management. Resolved… Show more Customer advocate and champion for customer success in professional services group. Implemented processes and policies to improve the customer experience and helped clients be more successful with our products and services. Managed the professional services survey process to effectively measure and increase customer satisfaction. Sent surveys to clients, analyzed the returned survey data, and reported the overall CSAT to department and management. Resolved client escalations by calling clients and assigning consultants to deliver additional support for the client to achieve success. Developed strong relationships with our clients and served as the voice of the customer. Strong technical analysis in Salesforce and Qualtrics data for trending and reporting. Provided consistent communication and collaboration across departments in the company to ensure that all customer issues were resolved, and client satisfaction was achieved. Show less

Direct management of (9) employees in project management office. These roles included billable and non-billable resource coordinators, project coordinators, and project managers. Managed all third party vendors / partners and responsible for $2 million in annual revenue. Developed relationships with our partners to enhance sales, utilization, and revenue. Responsible for all operations of our partners including scheduling, time logged, backlog, expenses. Monitored all projects being… Show more Direct management of (9) employees in project management office. These roles included billable and non-billable resource coordinators, project coordinators, and project managers. Managed all third party vendors / partners and responsible for $2 million in annual revenue. Developed relationships with our partners to enhance sales, utilization, and revenue. Responsible for all operations of our partners including scheduling, time logged, backlog, expenses. Monitored all projects being managed by team to ensure revenue and utilization targets were met. Data analysis of bookings, revenue mix (SaaS, T&M, Fixed fee), time to live, aging of dynamic backlog. Operations management of several reports and processes for quality assurance and accuracy. Subject matter expert on SAP and responsible for overall data analysis, reporting requirements, and training. Worked with finance to assist with revenue assurance, forecast and profitability goals for professional services. Measured and improved employee performance through reporting, mid-year and annual reviews.Coordination with other departments including sales in efforts to acquire contracts for consultants.Responsible for project assignments, profitability, reporting, issue resolution and conflict management. As well as recruiting, hiring and training new employees.Previous Position at Blackbaud•Project ManagerMay 2006 – December 2006Coordinated 80-100 software implementations for internet services department. Main contact to customers, scheduled all resources, managed resource calendars. Responsible for all project plans, project charters, status calls/updates, change orders. Worked with clients, consultants, and managers to facilitate and expedite problem resolution.Previous position at Blackbaud•Resource Coordinator March 2005 – April 2006 Worked with consulting managers to drive utilization of consulting services practiceAccelerated revenue recognition via aggressive and expeditious scheduling of work Show less

•Managed $6 million contract for NBC / Universal and MGM Clients•Coordinated all television, film, and audio post-production work for clients•Facilitated daily international satellite distribution for all NBC television shows•Maintained marketing, promotional materials, and website on behalf of NBC / Universal•Scheduled all resources for mass duplication, mastering of titles, and foreign language audio dubbing•Assisted with making sales, budget control, invoicing, and… Show more •Managed $6 million contract for NBC / Universal and MGM Clients•Coordinated all television, film, and audio post-production work for clients•Facilitated daily international satellite distribution for all NBC television shows•Maintained marketing, promotional materials, and website on behalf of NBC / Universal•Scheduled all resources for mass duplication, mastering of titles, and foreign language audio dubbing•Assisted with making sales, budget control, invoicing, and contract negotiations•Responsible for hiring and training production assistants •Resolve escalated issues for client through overall project management Show less