Responsible for successful and efficient delivery of ASURE’s workforce management software products and customizationsTravel to client sites to resolve difficult issues and any other interventions needed to satisfy the customerServe as the primary contact throughout the implementation cycle.Work with customer at varying levels to design, test, and validate the model in preparation to rollout product to the client’s organization.Assess existing and identify new client specifications to determine appropriate implementation strategy and identify any additional value added services that are required for a successful implementation.Develop and implement the data flow from the HR/Payroll application into iEmployee. Develop and manage the overall detailed implementation project plan and strategy for on time delivery of the implementation. Provide a channel of communication between the client decision-makers and users to maintain and effectively manage the partnership throughout the implementation cycle.Keep specifications current throughout the implementation cycle and identifies appropriate alternatives when the proof of concept model changesMonitor the list of “troubled” clients who are threatening to cancel or who have long outstanding issues. Work steadily with other departments to resolve the issues and find the least critical path to a resolution

Responsible for managing the gamut of operations pertaining to a team of 20 Technical Support Engineers (Account Managers) along with a total of over 3000 client base encompassing day-to-day product issues as well as additional requirements / custom workConceptualized and implemented processes/policies; looked into HR and motivational issues of the teamShouldered responsibility of liaising with: 1. Implementation Team for client transfers into Support Department 2. Development and QA Departments for release schedules and delivery of projectsHelped pre-sales, marketing and sales departments with leads, references and RFIInstrumental in ensuring high client satisfaction, retention and recurring revenue growthAccountable for handling client escalations and attending conference calls for delivery of custom projects and/or product related issuesOnsite visit to key customers to help resolve any product/service issues and ensure they are satisfiedTook care of training needs to keep team abreast with latest developments; identified needs and organized technical and/or soft skills training

Managed account relationships as the primary point-of-contact for day-to-day support issues of customers using ASURE’s Workforce Management Software solutions Coordinated with client and developed custom work projects; implemented new features/modulesEnsure high client satisfaction and retention

Administered activities like Manual Testing on ASURE’s Workforce Management Software Solutions: Timesheets, Time Off, Benefits and HR Modules.Performed both Unit & Functional testing

Development of ERP Solutions on VB/SQL Platform- Designed and coded forms for ERP System- Developed reports using Crystal Reports- Did initial test run and worked with QA to help create test plan- Administered activities like onsite client visits for requirement study, pilot batch roll out and installations