Spearheads the South Regional Chapter of the COO Forum (www.cooforum.org)

• Serve as Senior Customer Success Manager and Implementation Leader responsible for directing the organizational operations and diversity strategy, account management, internal operations, and product service implementation, supporting a $30M customer with the highest corporate structure complexity of all customers• Leveraged expertise to provide strategic direction and guidance in the development of processes for multiple divisions, completing the most complex implementation of custom products, services, and ongoing operations in company history, delivering $30M of revenue• Trained, developed, and led a top-performing implementation team, delivering the highest level of service and achieving a 100% customer satisfaction rating• Utilized proven best practices to train, coach, and mentor small teams of 5 – 10, ensuring understanding of organizational processes, procedures, and expectations, supporting individual and corporate success

• Responsible for leading a Six Sigma team of 3 resources in the implementation of a SaaS platform solution, performing as the primary point of contact between various stakeholders, including clients, business partners,insurance carriers, brokers, data vendors, HR leaders, Technology, Sales, and Customers• Led the Six Sigma team in an implementation reduction initiative, providing the ability for increased new product integration at a 50% reduction in time• Monitored performance and identified gaps, implementing changes as needed to streamline operations, generating a 25% reduction in costs while maintaining the highest level of customer satisfaction

• Functioned as Implementation Manager contracted to lead a SaaS-based finance solutions CDH accounts implementation, serving as a liaison between customers, business partners, insurance carriers, Brokers, DataVendors, Technology, Sales, and others, communicating regularly to ensure performance aligns with expectations• Oversaw the management of multiple simultaneous projects for small to large global companies, building relationships and providing consistent top customer service, securing 100% customer satisfaction and retention• Performed as a strategic partner and technical subject matter expert for Channel Partners and the Sales team, facilitating sales presentations and delivering $3M in closed deals within 30 days

• Led the implementation of an innovative SaaS-based healthcare tool solution, collaborating cross-functionally on reengineering and delivering improved operational process solutions, driving increased sales revenue as well assignificant overall cost savings• Leveraged expertise to identify various growth opportunities and collaborated with the Sales teams to ensure the achievement of growth• Integral team member working with Channel Partners and the Sales team to develop strategic solutions and facilitate sales presentations, contributing to a 200% growth in upsell business and $10M increase in revenue• Directed the software integration implementation between a Castlight platform and 3rd-party applications, supporting 70% of all customers• Utilized existing technical resources to revamp the operational process solutions for a newly developed product• Collaborated globally with remote teams, focusing on increasing efficiencies, resulting in the elimination of 2 FTEs• Provided coaching and mentoring for new employees, ensuring the knowledge and tools needed to achieve success

• Performed as a Professional Services Consultant for a global consulting firm specializing in SAP and other benefit-focused platforms, leading cross-functional application development teams including both on- and off-shoreresources in the implementation of various multi-million-dollar SaaS platform solutions projects• Designed strategic solutions and alternative recommendations for client issues, as well as coordinated multiple projects delivering different apps into matrix Agile environments• Provided training, development, and mentoring for team managers responsible for the implementation of all new accounts, securing company revenue standards to maintain a $30M operating budget• Developed and cultivated relationships with all new service line organizations, communicating regularly to ensure success and earning a 100% satisfaction rate as well as vendor partner awards• Addressed the organizational struggle with delayed completion of new and emerging pilot projects with non-traditional client types, utilizing continuous proactive communication and ongoing stakeholder engagement tomanage risks and issues and increase the on-time delivery by 98%