Taylor Rexrode Email & Phone Number

Dallas, Tx, Us

➩ Manage post-implementation client support and professional services for all clients, serving as the primary escalation point for Tier III/customer experience/bugs/SSO/license management challenges. ➩ Serve as SME on best practices for end user experience and onboarding; create technical enablement documentation and provide ad hoc coaching to client-facing and support professionals.➩ Pressure-test product UAT releases for market fit and efficacy alongside cross-functional… Show more ➩ Manage post-implementation client support and professional services for all clients, serving as the primary escalation point for Tier III/customer experience/bugs/SSO/license management challenges. ➩ Serve as SME on best practices for end user experience and onboarding; create technical enablement documentation and provide ad hoc coaching to client-facing and support professionals.➩ Pressure-test product UAT releases for market fit and efficacy alongside cross-functional colleagues.KEY ACHIEVEMENTS➠ Designated as a Power User by C-level executives.➠ Created AI-friendly documentation and workflow support, serving to transition service model from email to an AI-enabled chatbot.➠ Demonstrated platform building inefficiencies in senior leadership presentations, leading to changes in support model.➠ Managed offshore team of engineers by delegating daily tasks and short-term projects creating value toward a large-scale enterprise initiative. Show less

Remote

➩ Orchestrated solutions for bespoke, non-integrated pathways within the confines of ExecOnline’s proprietary “off-the-shelf” SaaS products, leveraging knowledge of product UI and clients’ preferred experience for their end users.➩ Directed enrollment operations and user platform setup for all clients using best practice.➩ Advocated for the client, providing user stories in cross-functional product meetings involving stakeholders up to the VP level. ➩ Identified, documented, and… Show more ➩ Orchestrated solutions for bespoke, non-integrated pathways within the confines of ExecOnline’s proprietary “off-the-shelf” SaaS products, leveraging knowledge of product UI and clients’ preferred experience for their end users.➩ Directed enrollment operations and user platform setup for all clients using best practice.➩ Advocated for the client, providing user stories in cross-functional product meetings involving stakeholders up to the VP level. ➩ Identified, documented, and escalated critical issues. KEY ACHIEVEMENTS➠ Onboarded 60+ clients in 18 months, completing the implementation cycle in an average of 30-40 days for each project. Coordinated technology reviews and tests, led client platform demos, and established expectations/best practices with the client. Used TaskRay, FullStory, and Confluence.➠ Played a key role in aligning ExecOnline products with clients’ learning and development goals. ➠ Created and updated quick reference guides for internal cross-functional team use, creating a simple efficient solution to repeatable processes. ➠ Selected as one of 15 out of 220 company employees to participate in the company’s leadership development program. Show less

Dallas, Texas, United States

➩ Directed software integration projects involving IHS Markit products – particularly Wall Street Office (WSO), a credit portfolio management solution – and 3rd-party vendor products to help asset management companies achieve optimal data workflows. ➩ Managed client expectations, calls, questions, requests, escalations, and concerns. ➩ Oversaw up to 10 accounts at once, ensuring the integrity of data representing multimillion-dollar assets under management. ➩ Ensured internal SMEs… Show more ➩ Directed software integration projects involving IHS Markit products – particularly Wall Street Office (WSO), a credit portfolio management solution – and 3rd-party vendor products to help asset management companies achieve optimal data workflows. ➩ Managed client expectations, calls, questions, requests, escalations, and concerns. ➩ Oversaw up to 10 accounts at once, ensuring the integrity of data representing multimillion-dollar assets under management. ➩ Ensured internal SMEs met deadlines for data updates and milestone completion. ➩ Tracked progress of client projects, facilitating schedules and client communications; set and managed clear client expectations, provided guidance and resources to cross-functional teams, and assisted with data cleanup.➩ Provided troubleshooting for client concerns related to data accuracy, WSO reporting, FTP delivery, and interface failures. Reviewed XML files for error messages to locate and rectify issues.KEY ACHIEVEMENTS➠ Supported the department’s largest client, managing up to 100 requests for data updates per day.➠ Developed a client-facing case management and project tracker that helped solidify trust among clients.➠ Navigated the challenges of learning the terminology and processes of the financial industry while under COVID lockdown. Show less

Dallas/Fort Worth Area