Responsible for thegrowth and success of TouchNet's Merchant Services by identifying opportunities to improve the performance across the portfolioLeads cooperative communication across the overall organization, as well as third-party vendors and strategic campus partners to expand merchant services and compliance offerings.Develops and manages the execution of the merchant service's Roadmap.Collaborates with the Product Management team to ensure software requirements and needs for supporting merchant services offerings are met.Provides product education to various internal and external stakeholders including sales, support, and technical teamsDevelops integrated go-to-market/introduction plans and schedules.Plans, schedules, and manages projects to develop or source the product and introduce it to the market.Tracks and analyzes the managed services and compliance portfolio’s performance and profitability versus the targets, informing key stakeholders, and identifying actions needed to meet the goals.Monitors PCI-DSS, Nacha, and other compliance regulations within the Merchant Services product offerings, and partners with application product managers to ensure their solutions remain compliant.Develops and delivers FAQs, internal and external documentation, presentations and webinars in support of merchant services and compliancePartners with our corporate Risk and Compliance Team to ensure we are aligned with their strategy.

Coordinates and drives growth and success of TouchNet's Managed/PLUS Services portfolio by identifying opportunities to improve the performance across the portfolioLeads cooperative communication across the overall organization, as well as third-party vendors and strategic campus partners to expand managed services offerings.Develops and manages the execution of a Managed services roadmap.Collaborates with Product Management team to ensure software requirements and needs for supporting managed services offerings are met.Engages direct partnered communication with college and universities ensuring ongoing customer satisfaction of managed service offeringsProvides product education to various internal and external stakeholders including sales and tech support.Develops integrated go-to-market/introduction plans and schedules.Plans, schedules and manages projects to develop or source the product and introduce it to the market.Tracks and analyzes the managed services portfolio’s performance and profitability versus the targets, informing key stakeholders, and identifying actions needed to meet the goals.Creates monthly, quarterly, and annual sales and profitability forecasts for the managed services portfolio as needed.Monitors PCI and Nacha, and other compliance regulations within the managed services portfolio and other product offerings.

Coordinate and manage multiple programs simultaneously, including program pricing, contracting, support structures, growth and program success measurements.Cooperative communication across the overall organization, as well as third-party development contractors and strategic campus partners.Collaboration with Product Management team to ensure software requirements and needs for supporting programs are met.Direct partnered communication with college and universities ensuring ongoing customer satisfaction of programsPrioritization of necessary changes to the program to promote success.Drive revenue goals and growth for programs.Understanding of college and university business practices in tandem with current security and privacy trends and their impact on your programs.

Oversee software implementation and upgrade projects for campus U.Commerce SolutionsCoordinates the efforts of our clients’ business and technical resources with the array of internal resourcesManages projects from initiation through completion, assuring deadlines and quality standards are met Ensures project risks are identified and mitigatedProvides project participants receive timely and accurate communications regarding the status of the projectServes as the client’s primary point of contact during the life of the project, bearing significant responsibility in ensuring a positive customer experience, maintaining project scope, and verifying that project deliverables are metMaintains a portfolio of projects across multiple clients, ensuring that project goals are achieved and schedules are maintained and adjusted, milestones are documented and standard operating procedures are met.Assures stakeholder communication by conducting weekly status meetings that effectively track progress, communicate issues and provide status updates to management and other team members.Responsible for the creation of formal project management processes improvement by developing project templates and/or other appropriate documentation and controls.Partners with peers and management in strategic reviews of overall project management processes to improve efficiency and standardization, and development of project management tools related to ongoing product development.Leads Internal Special Projects in the development and enhancement of internal organizational communication, organizational training and development, and overall process improvement.

Ensured the successful onboarding, transition, and adoption of Ellucian Cloud Solutions by coordinating with the Cloud Services team and customers.Served as the primary point of contact and transition subject matter expert to Cloud customers and other internal teams. Provided leadership and oversight of successful ERP transitions to the Ellucian Cloud, utilizing Amazon Web Services.Established account communication, governance, and expectations to create positive customer transitions.Represented Cloud Services management to the customer and/or local site executive for all related transition issues.Identified risks and issues, initiating mitigating strategies and taking corrective actions as appropriate. Provided progress updates and ensured transition plans stayed on track with established project timelines.Coordinated with Cloud Delivery Manager and was the escalation point for all delivery issues specific to transitionsProvided leadership and directed teams in the delivery of high-quality services within committed timeframesEnsured complete understanding of the delivery estimate and project scope to lead delivery team to deliver project within the framework of the given estimate and assumptionsLed and participated in customer meetings as necessary while communicating to various levels within the organizationSpearheaded change management within processes to coordinate lessons learned ensuring constant process improvement

Developed product service deliverables for Cloud-based Continuing Education and Workforce Development product.Accountable for all Customer outcomes in the implementation of Continuing Education and Workforce Development solutions.Improved total cost of ownership metrics and time to value for Customers via product/process improvement recommendations and implementation delivery process improvementOwnership of all aspects of the Consulting Center to include growth, financial performance, delivery excellence, client satisfaction and employee satisfactionProvided leadership in building knowledge of the solutions area among consultants via continuous learning models with a focus on current issues, trends, and practicesMaintained all aspects of people care for talent as defined by the Professional Services People Care Standards and Processes Categories to include: Hire, Inspire, Admire, and RetirePrimary focus included but was not limited to performance evaluation, setting goals and objectives, creating training and development plans to achieve goals and objectives, career planning, rewards, and recognition, ensure security, coaching and mentoring and staffingEnsured all delivery engagements are delivered to contract and client satisfaction is achievedProactively monitored supply and demand to adjust workforce needs of Delivery Center to achieve revenue and operating profit targetsAided in achievement of client satisfaction targets

Responsible for all aspects of people care within Student Administrative Services and Power Campus Consulting Center as defined by the Professional Services People Care Standards and Processes Categories to include: Hire, Inspire, Admire, and RetirePrimary focus included performance evaluation, setting goals and objectives, creating training and development plans to achieve goals and objectives, career planning, rewards, and recognition, ensure security, coaching and mentoring and staffing.Ensured all administrative needs are met: timesheet approval, expense report approval, labor adjustment, etc.Collaborated with Delivery Center Manager to identify and implement training programsPartnered with Services Need Center Consultants and People Care VP to develop and execute a formal training plan to ensure all talent is equipped to effectively deliver solutionsServed as a single point of ownership for talent development and to raise employee satisfaction

Assisted clients in reaching their institutional and strategic goals by providing visionary leadership of information technology solutionsEffectively employed a fusion of technology and software designs to align multiple and often variable perspectives into a single trajectory aimed toward the defined vision of the institutionProvided the services of a leader, gatekeeper, and visionary engaged in a constant evaluation of technology strategies to support large-scale, system-wide, administrative system processing goals.Oversaw all technology related activities, strategies, and project management, including identifying, analyzing, and implementing technology solutions with a strategically visionary approach of ERP solutionsWell versed in building a technical roadmap timeline for the tasks that need to be accomplished to meet a successful project outcome, and then managed project plans toward a successful end. This involved making tactical decisions to meet deadlines while maintaining a solid technology vision and consistent directionCreated dynamic and relevant documentation to assist in communication of technical information to both technical and non-technical audiences, using a variety of communication tools and skillsOperated closely with clients to effectively align their vision with the reality of available technology and resources, and keep their key stakeholders involved in continuous communication to convey relevant, ongoing project updates

Assisted clients in reaching their institutional goals by providing visionary leadership of Business Intelligence solutionsProvided Services for Banner Operational Data Store by Ellucian: Installation Services Technical Training Services Custom Modification Services Created Custom ETL processes Multi-Entity Processing CustomizationsProvided Services for Banner Enterprise Data Warehouse by Ellucian Installation Services Technical Training Services Custom Modification ServicesProvided Services for Student Retention Performance Installation Services Technical Training ServicesProvided Services for Advancement Performance Installation Services Technical Training ServicesProvided Cognos Installation ServicesDeveloped Client Technical Training MaterialsTrained and Mentored consultants.Ensured Projects were on time and within budgets

Implemented and trained users for the Ellucian Higher Education Banner administrative systemProject Manager for user implementations of Banner Student, Accounts Receivables, and Financial Aid and legacy data conversion projectResponsible for design and writing of SQL procedures to extract data for reporting and data conversion

Maintained and performance tuned Oracle Database in a Microsoft Windows Server environment Managed MIS team including student workers/internsMaintained database security and user accountsCreated and maintained the daily business critical database tasksDesigned and wrote database reports using Crystal Reports, SQL, and Access Network planning and IP security of administration system serversManaged technology projects for upgrades and maintenance of campus ERP solution.Provided technical support and project management for a U.S. Department of Education Title III Grant to replace or upgrade the current administrative systemDeveloped a Request for Proposal for the Title III GrantDeveloped and oversaw campus-wide systems improvements projects

Provided User support for campus communityMaintained campus computer labsTrained faculty and staff to utilize computer applicationsCreated and maintained Active Directory accountsAdministered campus domain structure, Exchange Server, backup and recovery of campus serversProjected and maintained budgets and expenses for Student Computer Usage budgetPlanned, implemented and formulated policies for new computing resourcesMaintained administrative system servers

Managed over 100 sales accounts with monthly, quarterly, and annual revenue goalsEnsured customer satisfaction was exceededMaintained superior client relationsIncreased revenue quarter over quarter