• Manage large projects or processes with limited oversight from the manager.• Provide coaching, reviewing of work, and delegation of tasks to team members, to build capacity amongst the team. • Embraces difficult and often complex situations, to ensure internal and external customer satisfaction• Execute engagement strategies with customers to deepen customer engagement and usage.• Act as strong customer advocate across all areas of the business product, engineering, marketing, sales and executive leadership • Develop and maintain strong working relationships with Business Product Managers, Technical Product Managers, Support personnel and Innovation and Accountability Specialists. • Oversee Customer Success lifecycle processes to ensure assigned accounts have positive customer experiences and achieve desired outcomes with products and services• Drive key metrics related to product implementations, including customer health, renewal rates, expansion opportunities, engagement data, etc. • Understand and be involved with internal initiatives and programs that strengthen our support as CS• Network internally to ensure excellent relationships with every team that we work with• Demonstrate creative thinking to bring new initiatives to the table to fuel the growth of Customer Success and elevate the team’s value proposition internally and externally• Work with clients and team members to effectively refine client needs and requests• Oversee the quality of our internal partners customer delivery components to ensure it adheres to the customer’s expectations to promote an optimum experience• Serves as a mentor to others on the CSM team• Communicate with other CS team members in driving consistency, best practices, and sharing knowledge and information within the team to foster continuous improvement

• Work collaboratively with internal stakeholders and customers to define and prioritize platform product requirements using Agile methodologies• Engage in the continuous assessment of market needs through frequent interactions with internal and external stakeholder groups. Prioritize the needs of various stakeholders and be able to clearly articulate those needs to software developers• Frequently review change requests and emerging requirements, which serve as directional input to future product roadmap choices• Communicate roadmap and feature highlights to internal and external stakeholders• Work closely with training and marketing communications teams as subject matter expert on product capabilities and product roadmap, to support preparation of training, support, and promotional materials.

• Worked on the Sales Technology Solutions Team. I was responsible for the entire East Coast• Work with Salesforce to pull pipeline reports and large customer opportunities. Track and maintain all task inside of Salesforce• Responsible for working with current and potential customers to define integration solutions. Identify technical requirements and work with product teams to satisfy customer needs• Collaborates with Sales, Implementation, Enrollment and Licensing, and Customer and Education Support Resources to ensure proposed deals include technical solutions that accurately address customer needs, and that are appropriately supported by key customer technical decision-makers• Provides support to the proposals team on requests for proposals and requests for information • Proactively scopes technical solutions required to address customer requirements, review customers met and unmet needs, and recommends solutions that optimize value for both the customer and the company• Coordinates closely with internal Sales, Sales Support, Customer Support Implementation, and Enrollment and Licensing to align solution design with customers’ business requirements• Provides training to the Sales team with the goal of enhancing their product knowledge and technical sales skills

Responsible for creating an entire data system from the ground up (Before I came to this department they were using excel spreadsheets for everything). This includes installing virtual servers, SQL databases, Web programming (ColdFusion, HTML, JavaScript) so that I can provide data analysis and data reports for WV educational auditing. I manage various projects and define project objectives, scope, and schedules. I have to track, monitor and communicate project progress. Responsible for coordinating the design, development, and implementation of supporting documentation and materials for school districts.

Gathered data and created the school’s graduation, dropout, and attendance rate data. I was responsible for all appeals, reports, and producing the information for the federal government. Served on the National Dropout Prevention team. This team was originally created to increase graduation rates for students with disabilities, but the work that was done at the department and the counties benefited the entire state/schools. The worked started in 2010 and ended in 2013. During that time, the graduation rates went up and the dropout rates went down, in special education and overall. Below is the PDF of the work we did on this program:https://wvde.state.wv.us/osp/GraduationWestVirginiaArticle.pdfCreated and/or helped to implement interfaces and procedures for various projects, along with the maintenance of accompanying documentation that includes processing notes and detailed functional specifications. Analyze projects and troubleshoot problems as needed. Produce State and County report cards for online access and print-ready capability. Gather and compile data across multiple platforms to create the annual statistical summary, federal and district financial reports, reports based on non-public school statistics, CTE, and ad hoc data requests. Collaborate across WVDE offices to understand data needs, gather requirements, and fulfill requests. Helped establish and lead the work of the data governance committees across multiple levels. Established, defined, and implemented changes to the agency’s data collections with the Office of Data Management and Analysis. Established and managed the approval process for data disclosures for accuracy, security, and compliance with privacy laws. Helped direct and manage the development, implementation, and roll-out of WV’s longitudinal data system, ZoomWV.

• Experience in project management. Worked with many high level projects and teams. Was responsible for all project management phases of the project, including documenting all stages in our PRAT (Project Request and Tracking system) tool. • Maintain, code, and design applications on IBM AS400 systems using: COBOL, DB2, SEQUEL, CL (Control Language), and DDS.• Work on Windows XP systems. Work fluently with WORD, EXCEL, POWERPOINT, and Access.• Excellent ability to perform independent preliminary analysis of user requirements and develop effective solutions that satisfy user requirements• Extensive experience in designing, developing, testing and implementing a variety of IT applications in a number of different development environments• Significant experience in performing day-to-day maintenance and support of existing applications in parallel with analysis, design, and development for new applications• Responsible for programming, unit testing, user acceptance testing, and program implementation through change management• Extremely organized, detail oriented and responsible for all program and end user documentation.• Provide technical support to end-users to help resolve programming problems • Planned, directed and controlled all IRS printing and filing (for W2s, 1099s, and 1099Rs) in order to meet the strict IRS requirements for our clients and government. • Worked on the EDI/HIPPA compliance team. Responsibilities included design, analysis, documentation and implementation of the 835 ERA components to ensure HIPAA regulatory compliance for claims transmittals. • Work with ECMAP software to create maps to populate X12 data for our 835 transactions. • Worked with .NET environment using Visual Basic