In this capacity, I managed software implementation and activation for customers by managing a dedicated team of project managers and integration engineers while reporting to the VP of Customer Success. I created performance metrics to bring high visibility to team efficiency and profitability.Key highlights in this role:➜Oversaw statistics for sales and revenue operations teams and engaged in sales for large customers by addressing technical questions and ensuring successful integration.➜Reduced time to revenue by 25% and secured $725K in ARR by streamlining implementation and integration processes.➜Collaborated with GTM leadership teams to deliver sales engineering and solution design proficiencies for new strategic opportunities.➜Directed strategy, planning, and management of projects, products, and services with a focus on improving resource allocation and ensuring alignment across departments and functional areas.➜Managed cross-functional delivery of systems and services to clients by providing functional and technical leadership for pilot projects and new products/services implementation.➜Drove transformational change by evolving project implementation models to better meet client needs, including enhancing client satisfaction through efficient implementation processes.➜Enabled the organization to achieve metrics and revenue goals and exceed business expectations by ensuring strict adherence to processes, procedures, standards, and contractual policies while ensuring compliance with billing and security requirements.

I led engineering projects to ensure consistent progress, on-time releases, and delivery under budget with minimal bugs. I implemented best SDLC practices among engineers and conducted training sessions to improve performance. I streamlined processes and enhanced release cycle by leading 13 direct reports (product owners, lead engineers, and software engineers).Key highlights in this role:➜Prepared insights-based schedules, estimates, and timelines to deliver projects within challenging milestones and budget limitations.➜Restructured workflows and optimized ticket routing from support and operations, which reduced workload on engineers, increased efficiency, and enhanced defect resolution time.➜Collaborated with product owners to break down work into chunks, define requirements and user stories, and maximize clarity and alignment throughout the development process.➜Revamped SDLC by implementing a new process that improved requirements gathering, reduced development time, and enhanced product turnaround time.➜Boosted productivity by 30% and reduced project delivery time by 40% by transitioning from Waterfall to Agile methodology and implementing the Scrum framework.➜Reduced re-work by 27% by identifying and bridging communication gaps between product management, QA, and engineering teams.

Directed customer implementations across all product lines, overseeing comprehensive project management across the company through the creation of a PMO. Coordinated large, cross-functional projects, implementing innovative technical solutions for prominent clients, routinely partnering with executive team to achieve strategic goals. Led pre-sale solution design team for strategic customers.➜Oversaw large projects and delivered technical solutions for high-profile clients while collaborating with the executive team to meet strategic goals. Implemented new sales, including managing pre-sale solution design team members for strategic customers.➜Directed program roadmaps for customers, including overseeing planning, coordination, and delivery across globally distributed teams.➜Managed project planning, including scope, budget, schedule, and KPIs while monitoring risks and issues at the program portfolio level.➜Worked with product development teams to integrate implementation processes across all service lines through 2 strategic acquisitions.➜Decreased system configuration issues by 90% through initiating a standardized implementation and project management process.➜Reduced project completion time by 25%, which resulted in delivering 110+ new customer implementations annually with an average of $1.5M ARR.➜Delivered 250 new customer implementations in 2020 and added $30M+ in revenue while adding only 2 FTE by introducing an expedited implementation process.

I oversaw concierge-level service for 700+ customers and directed a team of 75 support specialists and 2 managers. I managed end-user support for test-takers, instructors, and exam administrators. Supervised a team of 7 customer success managers to exceed revenue goals and ensure customer retention.Key highlights in this role:➜Decreased customer wait times by 250% over the phone and by 400% through chat, decreased abandonment rate from 20% to 4.5%, improved first-call resolution by 90%, and achieved +90% customer satisfaction rates.➜Boosted revenue for top 40 accounts worth $12M, increased existing customer revenue by +20%, and surpassed 50% revenue growth of new customers.➜Delivered a 2018 major proctoring software release, including gathering requirements and collaborating with development teams, QA, and beta release rollout.

Directed all aspects of Support and implementation for mission critical E911 systems during exponential growth phase and post-acquisition. Responsible for technical support and configuration specialists, coordination of onsite installers, project managers, and trainers. Developed technical documentation, reviewed contracts, managed accounts, and architected technical solutions for the sales team.

Oversaw implementation and support organization, managing all facets of the customer experience, including sales, implementation, account management, and support. Planned and implemented support integration, including employee placement, knowledge transfer, customer communication, capacity planning, and financial forecasting. Worked directly with engineers to design, develop, test, and implement new products and features.