Phillip A. Zack Email & Phone Number

United States

- Manage end - to - end customer implementations and complex financial projects for AutoLeap’s mid - market customers- Act as a trusted advisor to implementation customers by providing best practices and identifying areas of opportunity

Orlando, Fl (Remote Employee)

• Led dual roles at a SaaS provider, focusing on enhancing customer satisfaction across a rapidly expanding national portfolio.• Guided end-to-end new client implementations, serving as the primary contact for training and support while collaborating internally with sales, product, and account management teams to optimize the customer experience.• As an Implementation Manager, I oversaw the execution of 120 new client implementations and served as the lead agent for over 70 accounts. My responsibilities encompassed project management, client training across all product facets, and presenting customer change requests to the product team.• In the capacity of a Customer Success Manager, I effectively managed a portfolio of more than 120 clients, ensuring their retention and fostering positive customer experiences and outcomes. My activities included conducting account business reviews, proactive outreach, facilitating training sessions, resolving issues, securing referrals, and providing day-to-day support.• Functioning as a Team Onboarding Liaison, I played a pivotal role in training and onboarding seven newly hired team members, imparting company processes, and facilitating their product knowledge acquisition.• As an Internal Liaison, I established connections across all company departments to establish uniform policies, procedures, and messaging for company services and products. I collaborated closely with product and marketing teams to contribute to the product roadmap and resolve outstanding development issues. Coordinated efforts with sales and account teams to address specific client training and account requirements, I actively participated in multiple committees aimed at enhancing customer success.

Palos Heights, Il

• Oversaw operations across a significant area in Illinois while working as a Support Lead and Trainer at a software/tech company. Collaborated closely with development and management teams to facilitate the rollout of new and existing products to our customer base, with involvement in the implementation process from initial design to full product integration.• Managed technical and web application support for more than 75 customer groups as part of my role as a Customer Support Lead. Addressed their concerns through various communication channels, including email, phone, and others.• Conducted training sessions for both new and existing customers, serving as the primary company software trainer. These training sessions took place on-site and remotely, allowing clients to quickly adopt new products and meet implementation deadlines. Additionally, devised workflow processes using the company's software platform to enhance client efficiency.• Played a pivotal role as a quality assurance tester during the development phase of products and contributed to software releases and deployments to ensure the highest level of product quality.• Acted as a bridge between our company and offshore/international contractors, facilitating effective communication and instructing them on the intricacies of our company's business logic through virtual communication and instructional tools.• Crafted comprehensive documents, manuals, and instructional videos, taking responsibility for manual and content development. These resources were designed to assist both external customers and internal company users in understanding and effectively utilizing our products and services.

Chicago, Il

• Managed the clinical placement contract processes for the College of Nursing, overseeing the collection, distribution, and maintenance of requirements for student clinical experiences. Additionally, I completed and submitted various data reports for all college departments and assisted students in navigating the registration process to graduation.• Successfully streamlined and implemented the clinical contract process for nine internal college departments, supervising the execution of more than 300 contracts over a span of six years. This standardized process eventually became the norm for all clinical contracts within the college.• Managed the extraction of clinical requirements, including document submissions, computer training, and government fingerprinting, ensuring the completion of these requirements for over 200 students across 15 clinical sites. Conducted thorough reviews of immunization compliance databases for more than 700 students.• Facilitated the registration process for over 1,200 college students, guaranteeing that they had the necessary permissions to enroll in their required courses each semester. Addressed and resolved issues for both students and faculty, conducting daily audits during registration seasons.• Streamlined the process of data reporting as the college intermediary for over 250 faculty and staff members.• Provided daily assistance to potential applicants in undergraduate, graduate, and non-degree-seeking programs. Collaborated in processing over 1,500 nursing applications in a three-year period, which encompassed guiding students through the entire admissions process, monitoring applicant statuses in the database, and establishing connections with campus affiliates to ensure the smooth finalization of admissions. Coordinated the admission process for nursing certificate programs, evaluating credentials, and facilitating the transition of admitted students into the university environment.