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.

• 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

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