Responsible for managing direct reports in day-to-day operations serving enterprise accounts in the technology, automotive, telecom, and manufacturing industries;Software as a Service (SaaS) programs have included: MDF, co-op, SPIF, digital asset management, database management;Build and maintain rapport with key personnel at various levels of each client organization;Collaborate and coordinate with internal departments to ensure deliverables are achieved timely and accurately;Serve as SME on all client policies and procedures;Manage workflow and maintain service level agreement specifications;Manage and coach direct and indirect reports to achieve specified KPIs centered around quality and productivity;Develop and facilitate training for clients, sales teams, and customers;Develop and maintain documentation for procedures and policies and continuously seek to identify business process improvements;Serve as a SME for our product and contribute to feature/enhancement design and planning

Worked with cross-functional teams to identify opportunities for problem resolution, operational efficiency, organizational efficiency, and/or cost reduction;Reviewed, analyzed, and evaluated business systems and user needs;Identified and communicated key areas within the company where improvements could be made;Mapped current and future state processes, process gaps, data flow diagrams, etc.;Engaged cross-functional resources to assist in delivering outcomes and execution of plans;Worked with appropriate stakeholders to identify, communicate, escalate, and resolve potential issues;Developed and evaluated metrics and KPIs to measure process improvement outcomes and their alignment with strategic objectives;Tracked and communicated status of projects to senior management

Responsible for managing four direct reports in day-to-day operations serving 13 accounts in the technology, automotive, telecom, and manufacturing industries;Software as a Service (SaaS) programs include: MDF, co-op, SPIF, digital asset management, database management;Built and maintained rapport with key personnel at various levels of each client organization;Collaborated and coordinated with internal departments to ensure deliverables are achieved timely and accurately;Served as SME on all client policies and procedures;Managed workflow and maintained service level agreement specifications;Managed and coached direct and indirect reports to achieve specified KPIs centered around quality and productivity;Developed and facilitated training for clients, sales teams, and customers;Developed and maintained documentation for procedures and policies and continuously sought to identify business process improvements

Used MLS computer systems to find all available properties matching client specifications and performed an accurate market analysis for all properties purchased and listed;Accurately completed all real estate paperwork associated with each listing and sale;Used various techniques, both print- and Internet-based, to effectively market listings;Presented and negotiated all offers on behalf of clients;Addressed any issues or challenges arising prior to listing or closing

Actively audited work in process for print, insert and various other activities based on work instructions and control plans;Documented and tracked all discrepancies/defects to ensure audit results are captured appropriately for quality metrics;Entered audit results into quality control database;Resolved mild, moderate and urgent requests under tight deadlines;Participated in the Corrective and Preventative Action procedure to improve production processes;Supervised temporary and other department employees as necessary, up to 40 per shift;Promoted to current Client Success Manager role

Corresponded with customers regarding quotes, orders, job status and samples;Accurately and effectively entered customer orders, ordered correct supplies and coordinated production schedule;Aided in resolving customer and vendor concerns;Obtained multiple bids from vendors for printing supplies and auxiliary services;Accurately maintained employee time records;Maintained accounts receivable records, made collection calls as necessary and assisted with accounts payable