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Documented and managed a 4-year old Gainsight instance post-migration from SFDC to NXT.Collaborated with Customer Success leadership and end users to implement Gainsight strategy.Reduced Rules Engine runtime from 23 to less than 8 hours per day, optimizing operations.Gathered requirements and user stories for Customer Success Operations optimization. Documented workflows, designed, built, and rolled out supporting processes and tools. Configured and supported C360, Health Scorecards, Reports, Dashboards, CTAs, Playbooks, and email integration with Gainsight.Traced and corrected data flow issues through data warehouse, S3 connector, and Gainsight Rules.Researched, monitored and improved data integrity within Gainsight and during handoffs between integrated systems. Administered NPS and CSAT Survey campaigns triggered by events and data in Gainsight and Salesforce and returned results to Salesforce for sharing with non-Gainsight users.Designed and monitored Journey Orchestrator programs for automated customer outreaches and CTA creation based on data triggers and prescribed batch populations.Trained end-users and consulted with the CS team to optimize processes using Gainsight.Established standards for JO program and email creation in collaboration with marketing.Built data designer programs, reports, and dashboards to gauge impact of email campaigns on health scores at the company and relationship levels allowing for iterative improvements.

Implemented Gainsight NXT using data from Salesforce, Snowflake, Tableau, Amazon S3, and others.Documented workflows, designed, built, and rolled out supporting processes and tools. Configured and supported C360, Health Scorecards, Reports, Dashboards, Scorecards, CTAs, Playbooks, and email integration with Gainsight.Designed, implemented, and monitored Journey Orchestrator programs for automated customer outreaches based on data triggers and prescribed batch populations.Implemented processes and data changes to ensure automated outreaches comply with CAN-SPAM, opt-out rules, and preferences policies.Tested and advised on the use of customer-facing Success Plans for Customer and SAAS Product Onboarding and Go-Live project management.Designed and implemented Account Review processes and templates using Gainsight Success Plans and integrated email features. Composed Rules for data ingestion, CTA creation, and data manipulation. Monitored Rules Engine performance, managed, researched, and corrected data issues within the Gainsight MDA. Participated in onboarding life-cycle with Gainsight resources for 3 unique implementations within one Gainsight instance.Implemented, trained, and supported a team of 60 CSMs with plans to expand to over 125 users.

Designed, created, and administered all the tools used in the first formal company-wide Customer Success program including dashboards and portfolio reporting.Configured Gainsight reports, dashboards, CTAs, Playbooks, C360, and rules.Proved the value of Customer Success by creating and leading the pilot C.S. program and capturing performance metrics, and feedback from customers and sales. Compiled and applied lessons learned and best practices to advance Customer Success through the implementation and use of Gainsight integrated with Salesforce.Scaled up customer base covered by Gainsight to included medium-touch customer base. Gathered requirements and planned scale up to include low-touch customers in Gainsight.Manage post-sales implementation and ongoing relationships for a $15M+ book of business of digital and print products.Add value for customers by reducing time-to-value, increasing digital usage, data analysis, technical support, and consultative problem solving.

Managed development, QA, and deployment activities for three concurrent learning services technology projects in a scaled-agile-framework environment.Coordinated with product management for strategic planning and budgeting. Ensured compliance with formal change management, architectural and software quality standards and processes.Support Agile teams' web and native app development as PM & scrum-master including workflow management in Jira.Managed contracted work of an off-shore development team.

Provided professional Project/Program management services, training and consultative services. Specialized in problem project turn-around and new project start-ups. Capacity to manage projects end-to-end or for limited engagements and support. Key Assignments:Customer Readiness - State-Wide online Assessment adoption (2014)Planned, developed and executed readiness program to support state-wide computer based testing in Colorado. Helped individual school districts to prepare for online testing, manage risks and solve issues during testing. Created best practices in online testing deployment for company-wide use.Program Manager – Teacher Effectiveness Research Study (2012-2013)Program Manager Supporting Pearson Brazil (2011)Provided guidance, training and professional program management for the development of Pearson Iluminar. This product met unique market requirements for assessment logistics and scoring. Worked directly and remotely with teams in the US and two locations in Brazil. Program Manager – Nursing Program Solutions (2010)Managed Pearson Assessment and Information's side of the NPS program. Oversaw development of nursing test items, test forms and the technology platform for online delivery to nursing schools across the country. Program Manager – Formative Assessment Contract (2007-2009)Planned, scheduled, executed, monitored and successfully delivered all aspects of a formative testing program for one of the nation’s largest school districts. Converted this project from flat return to a significant return margin during my tenure.Program Manager – State Services Technical PM support (2004-2007)Delivered and implemented all technical aspects of several concurrent state and large district assessment programs. Worked independently and as a member of a team to design and propagate improvements for project management methodology within the information technology department and across the enterprise.

Managed a team of 6 developers focusing on Peoplesoft, SQL and Lotus Notes applications.

Led a team of developers and actively coded several Lotus Notes applications in support of customer service, human resources, warehouse, production, finance, IT and other departments.

Managed regional projects and information for sales and marketing initiatives in 29 branches. Acted as the lead developer of Lotus Notes applications in the Midwest region. Developed and implemented over 50 applications for marketing, sales force automation, operations, information systems and human resources. Served as a member of the national sales and marketing information systems design team.