Collaborate with each supported Agile release trains' (ART) Solution Manager and Product Manager to develop the ART's roadmap through backlog grooming and other PI events as a single point of contactCollaborate with all UI team members within the ART (Product Designers, Visual Designers, Writers, UX Research) on deliverables and timing to support the Software teamsAnalyze the roadmap and deliverable timing to assure adequate UI resources​ and collaborate with Solution Manager and Product Manager if timing is required to change based on resource limitation​Support UI Team Members with planning out their work by sprint to meet the deliverable timing using a Team Kanban and constant communication through weekly stand ups, sprint planning sessions, chats, etc.Tackle roadblocks to on time delivery and developing backup plans, if needed​Communicate to Service Team PM’s that may be impacted by features within an ART's roadmap​Current areas of responsibility: RTOS ART and Android System Apps ARTPrevious areas of responsibility: Launch Readiness, Brand Leads, Brand Extensions, Accessibility team

FKA developerprogram.comMy position was reclassified from Program Manager to Technical Customer Success Manager in April 2018.Lead SaaS projects for on-boarding new B2B accounts and the implementation of customer websites, driving the delivery of products and services by internal and external cross-functional teams (developers, engineers, and IT).Effectively track, monitor, and communicate project status to internal and external stakeholders.Provide a consultative direction and ongoing risk management to my clients and key stakeholders to become a trusted advisor and an advocate for the customer to internal teams.Ensure that the client’s goals are realized and their ROI is achieved by increasing adoption and identifying additional opportunities for them by utilizing our products and services.Design metrics and other analytics to measure customer successes and identify opportunities.Develop and communicate best practices to clients regarding system functionality and proprietary tools through job aids, video calls, and/or email to help customers realize the maximum value of our products.

Led program support for Cisco's Solution Partner Program and Cisco’s 800+ Solution Partner Program partner companies.Owned the relationship between Cisco and all Solution Partner Program companies as the first line of communication between the two.Drove initiatives to increase renewals and upsell the premium level of membership to partner companies.Actively identified opportunities to increase customer retention and help drive the adoption of program benefits.Led enhancements to the program’s website and support processes based on customer feedback and data analysis.

Served as the subject matter expert for over 30 Workforce Management applications and tools that are utilized throughout all Domestic Theme Parks & Resorts.Product managed proprietary software tools in an agile environment and served internal customers including requirements gathering and documentation for the software development team.Drove projects as part of a cross-functional and bi-coastal team, supporting location specific applications, and maintaining segment partnerships.Acted as the voice of internal customers for product release planning and product enhancements.Demonstrated immense knowledge of the internal customers’ processes in order to understand the customers’ needs and help create efficiencies using our applications.Owned additional team projects of varying complexity and scale outside of planned product releases.Planned and led product releases for bug fixes and enhancements to the applications that I supported.Led Client feedback initiatives to ensure that bug fixes and enhancements met their requirements.Provided 24/7 on-call support for critical labor systems utilized throughout all Domestic Theme Parks & Resorts and partner with multiple IT teams, if necessary, to escalate and resolve user issues.Developed and authored training curriculum, learning tools, and job aids for Clients designed to maximize Users’ knowledge and ensure the seamless transition of planned system updates.

Oversaw a call center team that provided application support to all Lines of Business for the Walt Disney World Resort.Partnered with operations Leaders as an implementation consultant for the setup of Workforce Management applications, as well as establishing more effective processes for their operation.Effectively communicated current and new processes to the users and operations areas that the team supported.Acted as the Reporting/Technical Specialist in charge of ad-hoc reporting through SAP Business Objects XI, maintaining all daily reports and logs ran by the Deployment Team, analyzing the data contained in the reports, and creating action plans upon that analysis. Assisted in a project to rewrite the Standard Operating Guidelines for the Cast Deployment System (CDS) and its users.Functioned as a CDS Systems Specialist 06/11-09/11, where I assisted the Labor Systems Sustainment team by processing access requests, completing daily reporting, testing CDS functionality, and troubleshoot issues with CDS issues reported via a hotline or support inbox.

Partnered with the Workbrain System Administration team to resolve and test work items and defects.Completed daily Workbrain reports for the Workbrain System Administrator team and the users of Workbrain.Evaluated and approved Workbrain system access requests.Completed Standard Operating Guidelines for the Workbrain System for incoming System Administrators.Created and developed system testing for Workbrain.Managed and audited interfaces between several systems and Workbrain.