At Helm Operations (formerly Edoc Systems Group) an Account Manager role is the key point of contact for customers. My position coordinates the Helm team to ensure timeliness and quality of delivery.Responsibilities within the role include:• Monitoring and reporting support metrics on a monthly basis to the customer.• Conducting regularly scheduled discussions with the customer to ensure the highest customer satisfaction.• Responding to feature requests provided either directly through communications by the customer or through help desk issues that are identified as feature requests. • Work with the internal and customer teams to capture requirements for new features.• Proactively communicating within the internal team as an advocate for your customer base• Proactively communicating with the customer to the status of issues, backlog and releases• Assist in projects implementing and configuring Helm software.

At Helm Operations (formerly Edoc Systems Group) my primary responsibilities as a Client Services Associate are to support and train clients on Helm, an enterprise software platform built for the Workboat Industry.Other responsibilities within the role include:• Analyze and interpret business processes to identify and resolve reported and unreported issues.• Troubleshooting issues identified with integration between ERP systems and the Helm software platform• Perform Quality Assurance (QA) related to new software releases.• Assist in projects implementing and configuring Helm software.• Conduct formal and informal training for clients and the team internally. • Document files, materials, FAQ’s etc.• Consult and assist client IT personnel in server migrations and troubleshooting infrastructure issuesIn my time at Helm I have also achieved:• Developing internal customer support processes and implement a help desk tracking system (Zendesk) and integrating it with other applications used by the company.• Deploying software releases into production environments.• Reading and writing SQL queries and stored procedures for production environments