- Successfully oversaw and delivered implementations for the company’s most strategic accounts (i.e. two of the top five investment banks’ portfolios).- Exceeded customer expectations by resolving technical challenges and optimizing customer implementations through effective cross-collaboration, communication, and project management skills.- Partnered with customers & project managers for discussions on launches, including reviewing and confirming the project plan, collaborating with stakeholders, and tracking activities throughout implementation.- Proactively identified customer needs and communicated requirements to the development team, saving 6-weeks of additional implementation time.- Collaborated with internal teams to support, resolve, and deliver on strategic projects and ensure product fits customer requirements.

- Led the implementation of migrating existing accounts to the latest SaaS product, communicating project plans and timelines and resolving questions with customers.- Successfully navigated significant product changes in User Interface; Directly identified and reported issues to the product team and stakeholders during User Acceptance Testing (UATs).- Engaged in product release meetings in order to develop familiarity with the product roadmap and future product releases; subsequently submitted enhancement requests on features based on customer needs.- Authored knowledge sharing documents tailored to the customer and support team, facilitating effective “how to” guides for external and internal users.

- Served as a Support Lead for larger customers (U.S., Canada, and Europe).- Built and executed a prioritization strategy based on timeline surrounding reporting cycles and deadlines received from customers; Addressed possible turnaround bottlenecks by acquiring additional resources across multiple teams, in preparation to efficiently manage multiple high-value customer relationships.- Oversaw transitions from the Implementation team to the Support team, resolving issues, removing blockers, and providing strategic guidance.- Contributed as voice of the customer and consultant working within a specially selected team of Sales, Product, Implementation, and Support on Proof of Concepts for a prospective strategic customer; succeeded in winning over the business contract.- Conducted field support and training during User Acceptance Testing (UAT) to ensure product readiness for Live Production.

- Supported Fortune 500 and Fortune Global 500 customers prepare shareholder reports per reporting cycle.- Proactively identified account risks and developed mitigation plans by coordinating internally and externally to resolve system challenges and performance bottlenecks and improve end-user experience.- Exceeded customer expectations in areas of accuracy, attention to detail, quick turnarounds, dedication, and uncompromising work ethic and integrity.- Initiated the submission of enhancement requests and reported application bugs to proactively address potential constraints on end-user experience, thereby contributing to ongoing improvements in application functionality.- Actively participated with product feature testing and User Acceptance Testing (UAT) prior to new product releases.