Manage and oversee all day-to-day service and support functions for several key Genesys enterprise client accounts. Understand the service needs and business requirements for my clients, and be the persistent face of Genesys in supporting these clients. Identify and close new revenue opportunities. Be aware of any issues affecting the client relationship that could influence current or future revenue. Understand the client business well enough to identify areas of improvement where Genesys services can provide value. Function as the client advocate to internal entities, assuring that the client has all necessary resources dedicated to a successful selling cycle and implementation.Primary point of contact for overall on-going service management within assigned accounts – including escalations, support planning, and general prioritization of issues and issue resolution in the context of the customer requirements. Coordinate all aspects of services delivery to maintain customer satisfaction and ensuring reference-ability.

Lead professional services, project management, and consultative sales and solutioning responsibilities for all Enterprise Cloud clients. Responsible for planning and managing cloud SaaS/PaaS based IVR solutions serving as the single point of contact for customers and internal resources. Managed small to large implementations with different levels of complexity for single and multi-site customers. I maintain a specialized knowledge of IVR development and Business Intelligence products, along with strong project management skills.Responsibilities included:• Managing the implementation of Voice, Data, CRM and workforce management, and CTI/desktop solutions.• Managing integrations with host data systems third-party applications and software.• Coordinating cross-organizational and global development resources based on project requirements.• Managing multiple projects concurrently.• Owning ultimate responsibility for customer satisfaction during the implementation process.• Overall accountability of project financial objectives. • SOW generation and adherence for PS and implementation services, ensuring accurate estimates in all SOW's.• Coordinating and ensuring timely project progress/milestone billings, developing, maintaining, and managing Project Plans, project budgets, and P&L responsibilities.• Providing detailed status reports and measurements throughout the project lifecycle. • Proactive identification and resolution of project issues and facilitated the resolution process. • Developing and documenting project processes and disciplines. • Developing and maintaining customer relationships throughout the project lifecycle.• Identifying and developing consultative sales and professional services pre-sales opportunities

Senior Manager responsible for scoping and selling consulting and professional services for enterprise IVR applications and call center technologies in North and South America. Conducted Discovery Workshops to understand and quantify business and user requirements. Created business case justifications and ROI models, and presented findings to Sr. Managers and Executives for project buy in and investment. Responsible for authoring Proposals and Statements of Work for the projects where I led the requirements and scoping definitions. As a Technical Project Manager I was responsible for leading full lifecycle IVR application projects. Projects included both DTMF and Speech Recognition designs, and deploying and integrating the IVR platforms with customer data systems and telephony platforms. Responsible for resource allocation and overall project budgets.

Senior Program Manager responsible for top-level management of one of the company’s foundation accounts. As the Senior Manager for this account I was responsible for maintaining continuous communications with the client and in cultivating our client vendor relationship. Program Management included continuous improvement and upgrading of the designed customer care speech, SMS and data delivery systems. This included managing all design, application development, integration, QA and deployment efforts for our hosted speech and data solutions, as well as, managing technical systems integration efforts with third party vendors. Additionally, I was responsible for managing the overall program budget and for estimating and scoping the overall development effort and for managing and coordinating of our offshore engineering and development efforts related to the program deliverables. Other duties included coordinating the telephony requirements, implementing client application reporting, managing application and platform uptime and alarming requirements