• Act as Project Manager for assigned Onboarding projects from Kick-Off to Go Live• Advise and educate SMB to Large Enterprise customers on Totango’s Customer Success best practices and align business use cases to configuration and data needs• Work with Customer Success Engineers to ensure data is properly modeled and integrated to meet configuration requirements• Confidently train and educate customers’ Admin teams on configuration and assist in customers’ Totango user training and roll-out planning• Identify potential issues with each Onboarding project and work with Product, Engineering and Customer Success to take timely and effective action to resolve them• Manage multiple projects and daily tasks in an organized manner and with on-time delivery

• Provided leadership and oversight for the Implementation Life-cycle to ensure clients receive industry-leading service and tangible value from their investment in the system. • Managed a world-class Implementation Team driving success outcomes of clients. • Developed process, team, and technology to impact client success as measured through effectiveness and efficiency.• Served as a consultative partner to companies, including Fortune 50 organizations, on their total rewards programs and policies driving execution towards desired results utilizing the software solution purchased.KEY ACHIEVEMENTS: Designed, developed and executed an implementation and onboarding function that is considered “best in class” industry wide.  Grew successful client relationships resulting in exemplary customer success metrics and renewals rates:o Client Satisfaction rates consistently over 4.8/5o Client retention rates consistently over 94% Created an in-product Implementation Learning Center as a resource for clients and enhanced internal efficiency and scalability. Ongoing assessment and continuous process refinements enabled a sustained year over year reduction in time to implement, averaging 10% annually, during a significant growth period while ensuring all clients received industry-leading service.

Served as Enterprise Product Lead and “center” of the wheel to partner with the client, their vendors, and internal delivery teams. Managed a full cycle implementation process, including meaningful client discovery. Coordinated all components, including training, service delivery, HRIS, survey data loading, product, and development for client projects on time and within budget. Ensured coordination and delivery of high-quality services to a defined set of clients.

KEY ACHIEVEMENTS: Successfully managed implementations for small domestic to some of the world’s largest companies, including Fortune 10 companies.  Drove product adoption to promote incremental business, product improvement, and client renewals.

 Served as a resource for technical/ development groups for integration planning.  Trained Lawson Professional Services and Global Support Center staff. Subject Matter Expert and resource to the sales teams.

 Managed client accounts, system implementation, and customer service.  Spearheaded strategic direction of application design and product enhancements. Provided sales support for software demonstrations and developed sales presentations. Oversaw the company philosophy for system implementation, training, and customer service.

 Managed the compensation and performance management programs, including execution and communication of changes. Improved retention and recruitment results by implementing compensation design changes.

 Responsible, as a critical member of the compensation team, for the implementation and ongoing administration of the organization's compensation and performance management programs serving over 12,500 employees.