Mike Force Email & Phone Number

Chicago, Illinois, Us

• Implementation and Project Management of Consumer Packaged Goods clients to a suite of analytical software tools designed to forecast, simulate and look historically at pricing variables to maximize pricing strategies, profits, market share, total sales volumes and trade contribution.• Ongoing application support, client engagement and user adoption of multi-million dollar client contracts. Includes onsite training, issue tracking and resolution, requirement gathering, spec writing and testing for new feature requests.• Work with cross-functional teams in the US, India and Greece.

Portsmouth, Nh, Us

• Managed staff of 6 responsible for the implementation of small to very large domestic companies to the company’s payments and invoicing SaaS solutions• Integrated two unassociated Bottomline products to map client files to a proprietary XML format, which resulted in shorter, more manageable implementations• Expanded use of Salesforce.com to incorporate all aspects of implementation management and documentation resulting in greater visibility and control of information• Concurrently held the role of Manager, Vendor Implementations for Legal eXchange from Feb 2011 through Aug 2011 - Managed staff of 3 responsible for the implementation of law firms to Bottomline’s legal solutions - Implemented a group training program which saved the company an equivalent of one FTE per year and also resulted in increased customer satisfaction - Implemented Salesforce views and reports to assist upper management with access to critical insight of teams productivity and backlog - Implemented an automated solution of client reports to eliminate the time consuming manual effort

Portsmouth, Nh, Us

• Managed staff of 3 as well as managed my own accounts• Responsible for all implementation configuration, interfaces with clients matter management systems and transmission protocols and encryption• Created a single ‘best practices’ environment for the purpose of delivering a fully configured environment to a new client which assisted in reducing overall implementations timeframe from 3 to 4 months down to 90 days

Portsmouth, Nh, Us

• Managed staff of 7 • Responsible for the oversight of all activities listed in the Account Manager position below with the additional responsibility of continuing to implement and support my own clients

Portsmouth, Nh, Us

• Managed staff of 3 as well as managed my own accounts• Implemented this new group to focus on implementations and project management of external clients and internal company projects which eliminated the task of also conducting ongoing support of our clients.

Portsmouth, Nh, Us

• Responsible for the implementation of Legal eXchange to new corporate clients. This includes onsite analysis of business processes to ensure proper system configuration and setup, administrator and user training and ongoing support services.• Oversee Law Firm implementation. Ensure progression towards client’s business goals. Closely monitor firm implementations and proactively suggest other ways to move Firm to a revenue generating account quickly.• Communicate customer requirements to all functional groups within the organization. This includes monitoring development progress, quality assurance testing and ensuring successful delivery to client environment.• Support of sales activity such as product demonstrations, demo data gathering, relationships with industry vendors, and support of the sales teams general research needs

Portsmouth, Nh, Us

Senior Customer Support Specialist (Legal eXchange) Feb 2000 – May 2000• Supervision of a staff of 8• Responsible for departmental meetings and future planning for product development and support services• Triage customer support problem requests and troubleshoot product functionality failure

Portsmouth, Nh, Us

• Responsible for the implementation of Legal eXchange Law Firms and configuration of their internal systems for access to the product• Handle incoming support calls• Develop and maintain documentation for all products and implementation collateral

• Train all new and existing clients on usability and functionality of healthcare software application• Develop and implement training programs and schedules• Coordinate in-house support to client base• Responsible for development and maintenance of product and office documentation