The NROC Project is an educational not-for-profit organization providing college readiness resources in math and English to institutional partners (K-12, post-secondary, and adult education) across the country. NROC’s main source of revenue is selling seat licenses for the use of EdReady, a customizable online personalized learning platform. ● Led a team of 5 customer success and technical support specialists, responsible for onboarding, training, supporting, and retaining a growing customer base (600% increase in student activity over the past 4 years). ● Strengthened customer success processes, working to ensure that clients launched usage with students as quickly as possible after contract fulfillment. Faster adoption led to increased impact and usage, resulting in a ~90% renewal rate year-over-year.● Executed statewide initiatives in Texas (600+ ISDs; 87 IHEs), North Carolina (125 LEAs; 58 community colleges), and Kentucky (16 community colleges) to drive the adoption of the EdReady platform. Each implementation required management of customer relationships, piloting / onboarding programs, advising the best platform configuration to support the use case(s), establishing protocols (onboarding and at semester/ annual transitions), and creation and delivery of training.● Delivered training and communication solutions to drive adoption and student outcomes for new users and at strategic points in the school year. ● Collaborated with the engineering (product) team, representing the voice of the customer when defining functional requirements to address common pain points and advocating for functionality improvements to increase usability and adoption.

● Supported the launch of the partnership with ACT to create an EdReady-based custom product offering. Responsible for defining fulfillment procedures, creating supporting documentation for end-users, training of ACT customer care team, and establishing Tier 2 support protocols.● Refined client onboarding processes, creating a just-in-time course for the primary EdReady contact at each institution and an onboarding email series to provide timely reminders of key functionality and resources.● Facilitated improved partnership between sales and implementation teams, defining standard membership lifecycle milestones and communication protocols.

● Supported the launch of a new web-based personalized learning platform, EdReady, serving as an expert on product functionality and best practices both internally and to clients. ● Worked with the development team, defining desired functional improvements, identifying bugs and issues, and supporting quality assurance efforts.● Created and maintained user guides and documentation for the platform.● Established standard customer fulfillment and support processes.● Managed customer relationships and advised customers on the use of NROC courses and tools. Consulted with customers to understand business needs, then customizing and configuring the platform to support use cases.

Utilized market analysis, technology, and business expertise to identify market offering opportunities. Subsequently founded event design, planning, and website development services-orientated business. Designed and implemented an e-commerce website selling customized electronic products.

Implemented SumTotal Learning Management System for clients across a variety of industries (banking, insurance, and manufacturing) as a functional subject matter expert within Accenture’s Business Process Outsourcing division. ● Ensured that the Software-as-a-Service offering was best utilized to manage each client's unique business processes throughout the project lifecycle. Acted as liaison between client and technical teams, translating business requirements into feasible development strategies and test scenarios while providing functional expertise.● Designed and implemented an annual required training campaign for a large Manufacturing company, resulting in the highest-ever Employee compliance levels.● Directed an international banking client in determining the best use of their annual enhancement budget: facilitated negotiation among stakeholders to prioritize business priorities and translate requirements into straightforward solutions.

Planned and oversaw technology rollout events, both custom software and implementation of in-house standard products, configured to client needs. Consulted and advised customers on all aspects of strategic sourcing, including spend analysis and categorization, as well as RFP and auction design, deployment, and support.