Susan Vincent Email and Phone Number

Passionate about happy customers. Drive teams to work together for optimum customer experience. Engage and support Engineering and Product Management leaders in their delivery to customers. Hands on experience carefully managing key accounts and difficult customers. Strong onshore and offshore delivery team responsibilities. Specifically: * Leadership of the customer support teams based around the world * Leadership of the all customer services/support delivery organization globally * Leadership and ownership of customized training, online training, and instructor lead training * Development and ownership of customer satisfaction program and scores * Leadership in overall planning cycle, including annual business strategy development * Provide key insight into our product development cycle based on customer feedbackManage the following teams: Account Management, Managed Services (Hosting and Billing Operations complete outsourced platform), Customer Care – 24X7 help desk including custom solution maintenance, Professional Services Team, Agile customization delivery team, training team.

Forecast and achieve professional services revenue and profitability objectives. Responsible for positioning, scoping to extend services footprint and customer product adoption. Direct improvement efforts in all facets of service delivery processes. Managed team of resources, as well as handle all resource planning and staffing for team on a broad range of service engagements while maximizing billable utilization and customer satisfaction. Specifically responsible for the following: * Strategic and tactical leadership of the professional services team * Ensured customer success through successful implementations * Executive level customer escalation contact * Built strong customer relationships. * Managed the business and educational aspects of Professional Services team * Collaborated with management across functions to ensure customer and company success * Implemented best practice and standardized processes to increase services capability * Managed departmental operations to budget and financial targetsSupported direct sales team with prospect qualifications, business analysis, and proposal creation and business development. Created professional services proposal templates for faster and more accurate solution proposals. Provided onsite customer presentation of implementation proposition in larger accounts. Managed customer expectations in relation to services delivery during multiple sales cycles.

Recruited by T7/TDC Solutions to create an implementation strategy around their existing channel partners and product lines. Challenged to grow the consulting organization as well as carrying a sales and implementation revenue.

Recruited by Client Service Solutions to start and develop a Professional Services organization managing all aspects of the Epicor implementation team.

Recruited to join the Southeast Regional Office for rapid, cost effective implementations of a client/server based ERP system solutions. Managed small and large implementations with multiple vendors and multiple integrations, data conversions, and customizations. Responsibilities include providing consulting services with regard to product implementation for diverse client base. Specialize in financial applications (General Ledger, Accounts Payable, Accounts Receivable, Fixed Assets) as well as distribution (Inventory, Purchasing, Sales) and manufacturing (Process Manufacturing, Materials Management, Process Planning) modules.