Sandy Dorman Email & Phone Number

Austin, Texas, United States

-Manages a number of parallel software deployment projects for our customers-Coordinates and/or manages internal and external resources, both technical (consultants, production operations) and non-technical (best practice experts, user interface consultants, designers)-Works with customers on the definition and execution of their overall project plans-Manages the client relationship and set customer expectations during product implementations-Identifies and advocates for new product features on behalf of the customers-Identifies account expansion opportunities and support Sales to close them-Documents project progress as per project management best practices (meeting minutes, project plan updates, weekly status reports)-Documents functional and technical specifications of the proposed solution-Creates Statements of Work for projects and change requests-Contributes to constant improvement of company’s project management practices-Coordinates training and mentoring for the customers' staff

Remote

- Managed a global team of geographically distributed moderators, administrators, success consultants, and regional moderation managers- Helped with scoping and delivery of Professional Services projects- Assisted with pre-sales activities including scoping calls and pricing discussion- Oversaw recruiting, training, certification and staffing of employees and contractors- Provided ongoing training and mentoring of regional managers and all staff - Developed and maintained quality control processes- Acted as social media, administration, and moderation subject matter expert and helped troubleshoot day-to-day issues- Developed and delivered customer-facing Moderation Certification course and expanded internal training to include training in multiple languages- Maintained knowledge of all departmental contracts and kept internal records up-to-date- Held regular meetings to update staff on company and departmental objectives- Served as single point for contact for all team member issues and escalations- Maintained overall responsibility for client satisfaction with the services provided by the team- Improved the department’s operational systems, processes and policies in support of the company’s mission- Assisted with the coorindation of onsite training events

Remote

- Supervised and served as a mentor to community moderators and administrators- Provided community and moderation best practices information to enterprise customer- Developed training and certification procedures for internal community administration certification- Single point of contact for customers, Social Solutions Consultant, and moderators on community issues and as a source of community in-depth knowledge- Assisted Success Consultants with Community Success service packages- Interviews, onboarded, staffed, trained and certified new hires- Monitored quantitative moderator performance metrics- Served as a subject matter expert and panelist at customer events- Worked as a decicated community administrator/assistant manager on the Lithium customer community

Remote

- Enforced community guidelines- Maintained positive atmosphere on assigned communities- Responded to member requests and suggestions- Assisted in running promotions, events and programs on the boards- Identified community member and other issues (PR, legal, etc.) to escalate for immediate resolution- Attended weekly operational meetings with customer’s global extended teams to ensure continued success- Helped manage community VIP or superuser programs- Responsible for consolidating, verifying, sending global reports to customer- Acted as single point of contact for Lithium & customers regarding moderation status and issues on account

Remote

- Enforced community guidelines- Maintained positive atmosphere on assigned communities- Responded to member requests and suggestions- Assisted in running promotions, events and programs on the boards- Identified community member and other issues (PR, legal, etc.) to escalate for immediate resolution- Helped manage community VIP or superuser programs