Customer Lifecycle Management: Owned and managed the post-sale lifecycle for geospatial customers globally, ensuring a seamless transition and high-quality experience.Onboarding and Training: Managed comprehensive onboarding processes including Part 107 certification assistance, drone hardware training, flight training, mission planning, and cloud training.Customer Advocacy: Acted as a primary customer advocate within Firmatek, coordinating internal resources to meet and exceed customer needs effectively.Technical Support: Provided expert technical support to Kespry customers through Jira, email, and phone, ensuring timely and effective issue resolution.Website and Digital Content: Assisted in the maintenance and update of the Firmatek website and managed the Firmatek YouTube channel, including the production and publication of educational and promotional content.Data Analytics and Reporting: Created and maintained Power BI reports and dashboards to monitor and analyze flight usage metrics, enhancing decision-making for both internal teams and customers.Subscription Management Implementation: Led the successful implementation of the Chargebee solution, enabling customers to purchase monthly subscriptions to the Kespry Cloud solution.Workflow Automation: Developed various automated workflows using Zapier to streamline processes and enhance efficiency across Firmatek departments.

Customer Lifecycle Management: Owned and managed the post-sale lifecycle for Geospatial, Inspection, and Insurance customers in the US, Canada, and the UK, ensuring a seamless and engaging customer experience.Onboarding and Training: Oversaw a comprehensive onboarding process, including assistance with Part 107 certification, drone hardware training, flight training, mission planning, and cloud training, to equip customers with the necessary tools and knowledge for success.Quarterly Business Reviews (QBRs): Conducted tailored QBRs for each customer, focusing on their specific needs and goals to maximize their investment value and identify opportunities for renewals and expansion.Customer Advocacy: Acted as a dedicated customer advocate within Kespry, coordinating and optimizing internal resources to address and fulfill customer needs effectively.

Customer Relationship Management: Owned and nurtured the overall relationship with assigned customers, focusing on increasing adoption, ensuring retention, and driving customer satisfaction.Upsell Identification: Proactively identified opportunities for upselling, enhancing customer value and business growth.Customer Advocacy: Served as the primary customer advocate within Infor, ensuring that all internal resources were aligned and optimized to meet and exceed customer expectations.

Technical Project Management: Managed technical aspects of projects for customers migrating and upgrading on-premise ERP and business intelligence environments to the cloud.Project Planning: Led technical project and cutover planning, ensuring seamless transitions and minimizing downtime.Technical/Systems Consulting: Provided expert consulting on installations, upgrades, migrations, and patching to support customer needs.SQL Server Administration: Administered SQL Server databases, ensuring their optimal performance and security.Liaison Role: Acted as a key intermediary between customers, support, cloud operations, and development teams during migration and ongoing project phases.Incident Management: Tracked and assisted with the resolution of support incidents to prevent escalations and project delays.

Consulting and Development: Provided consulting and development services for various business intelligence and user experience applications.Installations and Support: Assisted with the installation of applications and provided ongoing support to enhance user experience.Solution Development for Power Users: Helped customer power users develop solutions to streamline their daily processes.Training and Demonstrations: Conducted public power user training, demonstrations, and presentations at Infor’s annual user conference.Training Material Development: Developed and maintained training materials for both internal and external use.New Training Course Creation: Designed a new 5-day training course specifically for power users and developers.Internal Consultant Training: Delivered training sessions tailored for internal consultants to enhance their expertise.Sales Support: Assisted the sales organization by developing and leading targeted demonstrations that meet specific customer and business needs.

Training Delivery: Delivered both private and public training courses on various business intelligence, user experience applications, and Crystal Reports.Course Material Development: Developed and maintained course materials for new and existing training programs.ILT Course Offerings: Created and updated Instructor-Led Training (ILT) course offerings to ensure relevance and effectiveness.

Certification Course Development: Developed and delivered a certification course on business intelligence installation for internal teams and partners.Global Classroom Training: Conducted classroom training for systems, technical, and business consultants across the Americas, Europe, and Asia Pacific.Comprehensive BI Training: Delivered training on business intelligence foundations, administration, installation, and customizable a la carte options for customers, business partners, and employees.On-site Installations: Performed on-site installations of business intelligence suites for customers in the United States, Canada, Sweden, England, Singapore, and Guatemala.

BI Solution Implementation: Orchestrated the installation, testing, and maintenance of business intelligence solutions, integrating them with third-party technologies like Tomcat, IBM Websphere, Microsoft SQL Server, Oracle, and DB2.Test Case Development: Developed both manual and automated test cases based on technical, system, and standard testing requirements.Cross-Platform Testing: Executed test cases across multiple platforms, including combinations of Tomcat/Microsoft SQL Server, Tomcat/Oracle, IBM WebSphere/Microsoft SQL Server, IBM WebSphere/Oracle, and IBM WebSphere/DB2.Custom Solution Development: Created a custom solution to notify development managers of unresolved bugs as their anticipated resolution dates approached.

Technical Support: Offered high-quality technical support to both internal and external customers for Lawson and third-party technologies.Platform Support: Addressed issues related to various platforms, including Unix and Microsoft Windows.Relational Database Assistance: Provided support for relational databases such as Oracle, Microsoft SQL Server, and DB2.OLAP Technologies Support: Assisted with OLAP technologies including Microsoft Analysis Services and Hyperion Essbase.BI and Reporting Solutions: Supported various business intelligence and reporting solutions, ensuring optimal performance and user satisfaction.