Tracy Silverberg Email & Phone Number

- Identify product roadmap strategy based on market, customer & company needs- Lead customer-facing working sessions to gather requirements on new features- Generate Business Requirement documents that outline technical project details- Assist in creation of project plans- Oversee product development to ensure committed deliverables are met- Work with various design teams/programs to produce product mockups and wireframes- Support internal teams with product & marketing material- Analyze product usage to identify areas for improvement

• Serve as a product expert, product evangelist, and the voice of internal and external customers• Assist in developing and maintaining the feature roadmap for development and release activities• Define, build and test user stories and epics by working "three in a box" with engineering system architect and user experience expert• Analyze metrics to understand customer and product performance• Track the overall market and competitive dynamics and make recommendations on product, process, people change• Act as Service Product Owner with a focus on understanding the needs and voice of customer success

• Manage implementation projects by creating step-by-step project plans• Ensure implementation engineers deliver projects on-time and effectively according to project plan• Confirm project deliverables are provided to the customer• Work effectively with other departments to ensure follow through including accurate completion of time entries, creating accurate proposals, and timely delivery of invoices to customers• Effectively communicate all project plan needs and requirements to implementation engineers and additional departments involved in the process

• Own the entirety of implementation life cycle• Deliver training/knowledge to clients around imports and extracts in/out of Concur’s services• Proactively provide status updates to client team, including Executive Sponsors, to ensure successful and timely implementation• Accurately track project time allocation and detail all implementation activities in internal tracking tools • Manage French-speaking clients

•Create and maintains project work schedules, track customer requirements and translate customer requests into project deliverables•Manage day to day project tasks for implementing SPS Commerce Products and Services from close of sale through handoff to customer support•Monitor work-flow requirements to meet timelines and quality expectation•Demonstrate the ability to proactively prioritize needs and effectively manage resources

•Maintained up to 200% of average project throughout high volume months •Certified average 70 vendors a month •Required to have intimate knowledge of 300+ complex retailer's EDI specifications •Created training material for external departments•Configured internal setup and manage fixes/changes for high-profile testing customers •Consulted with vendors regarding testing projects, based on the business requirements of the enablement program

• Responsible for creating team schedule• Handled escalation calls as assigned from managers for customers expressing dissatisfaction• Consistently highest case-closer on team of 36 members• Chosen by managers to lead 1-on-1 training on how to improve team efficiencies with other team members• Spearheaded a three-person team-building group selected to create and foster team growth and improve team morale• Coordinated the update/creation/standardization of 90+ email templates• Selected for expanded role to speak with French customer base • Exceeded goal of 95% with a 97.7% Service Timecard Quality• Received unsolicited recognition from clients at all monthly team meetings

Minneapolis, Mn

• Provided technical support for key suppliers and carrier via phone, email and Salesforce chat• Answered, evaluated, and prioritized customer requests experiencing problems with Web-based services and Electronic Data Interchange (EDI)• Achieved subject matter status in Scan and Pack and the Direct EDI platform• Mentored new hires during first five weeks of initial training• Identified areas for increased efficiencies and created, standardized, and consolidated documentation for Value Queue Owners, Direct EDI, JEDI mentorship program• Selected as one of eight on a team of 36 to partake in Leadership Forum• 100% customer satisfaction surveys