• Leader of client engagements, relationships, and portfolio health. Manage, enable, and support team in pursuit of client success and experience management excellence. Utilize expertise in XM best practices, technology capabilities, and client business needs to actively seek out opportunities to strengthen and grow client relationships and engagements.• Leverage planning frameworks to coach and develop team members to great levels of delivery efficacy. This includes cultivating an inclusive and collaborative team environment with clear expectations for action and ongoing risk management.• Expertly manage complex and multifaceted client engagements. Provide thought leadership and learn the client’s business objectives and XM strategy to establish clear perspectives for how a client should evolve over time. Take an advisory and consultative approach to deliver best-in-class solutions.• Manage the contract and renewal process. Responsible for successful development of contracts. Hands-on approach to gather client requirements, develop SOWs, and guide clients through signature. For new clients, proactively manage the seamless transition from sales to delivery. • Deliberate focus on account health to improve, attain, and maintain client satisfaction, portfolio performance, and profitability.

• Combine deep understanding of XM technology with a rigorous and efficient command of project and engagement management.• Full accountability to manage all tactical and day-to-day aspects of client engagements, including work planning, scoping, tracking, client communication and meetings. Develop and manage project and deliverable timelines and tracking tools.• Develop strong relationships with clients by understanding their business needs and goals and recommending technical and programmatic solutions. • Prepare and lead strategic client touchpoints including Quarterly Business Reviews and Annual Program Roadmaps. Assume full responsibility for successful client outcomes and program health and evolution, achieved via delivery of planned enhancements aligned with client business goals and objectives.• Collaborate with, guide, and coach Solutions Consultants to ensure a thorough understanding of clients’ business objectives to ensure a consistently high level of quality and thoughtfulness in the team’s delivery against those business objectives.

• IT Project Manager responsible for delivering comprehensive, robust, and flexible credit decisioning, loan origination, and credit risk management software solutions to fit large financial institutions unique initiatives.• Responsible for organizing and leading cross-functional teams and resources to achieve a service-focused culture with emphasis on delivering on-time, high-quality products within budget.• Support multiple clients while managing numerous projects. Successfully manage large projects in excess of one million dollar budget and six months in duration. Extensive international business experience managing global teams.• Communicate a clear vision of the project’s objectives and motivate the team to enable peak performance of team members and effectively coordinate the activities of the team to achieve project milestones.•Utilize the appropriate methodology to manage the software development lifecycle to initiate projects, develop detailed project plans, manage and control the execution of the project. • Manage relationships with project stakeholders, including internal and external clients and vendors, keeping them informed of progress and issues in order to manage expectations on all project requirements and deliverables.• Analyze risks, establish contingency plans, and identify trigger events for initiating mitigating actions.• Write and negotiate legal contracts including Statements of Work, Project Change Requests, and Service Level Agreements.• Proven adaptability and flexibility including ability to manage deadlines under pressure, ambiguity and change.

• Managed multiple internal implementations for key infrastructure efforts including maintenance and new deployments• Led Product team meetings for new features and enhancements including prioritization of backlog items

• Expert in the investigation, evaluation, estimation, and negotiation of 1st and 3rd party claims. • Identify and coordinate with appropriate claim resources on coverage issues, subrogation, salvage, and potential fraud opportunities to achieve optimal outcomes. • Maintain continuous and effective communication with customers, agents, claim staff and related business partners on assigned claims.