Wilson Douglas Vineyard Email & Phone Number

San Mateo, California, United States

Empowering customers to connect their goals to Generative Sanctioned AI solutions in the Netomi platform. Trusted advisor and SME to Netomi enterprise customers while fostering partnerships and translating CS/CX business needs into effective strategies that increase product usage and adoption. Putting people, product, and process first to achieve measurable, long-term customer growth and satisfaction.• Owns the customer relationship and facilitates all customer milestones including new customer onboarding, implementation and development, launch, business reviews, training, and account growth/expansion• Generates customer renewals, referrals, and new business from existing account successes• Demonstrates new product release highlights to customer teams on a recurring monthly basis and consults on best applications to current projects• Tracks and ensures AI is meeting or exceeding customer KPI objectives - routinely meets with customer technical and executive teams to strategically increase end-user sentiment and growth• Collaborates with cross-functional teams to be the voice of the customer - communicates bugs, feature requests, UX improvements, escalations, and client success stories to multiple departments including Product, Marketing, and Sales• Primary project owner ensuring customer projects are consistently within scope, on time, and under budget• Vendor outreach and negotiation for internal CS PMP solution - internal process building, assistance in project data cutover, and departmental cross-training once vendor solution was achieved

Driving successful customer AI product engagements with a focus on new customer onboarding and relationship building. Managing implementation timelines between internal technical teams to ensure project execution while facilitating customer journeys to success on a range of SMB to Enterprise level teams.

AI Engagement Manager for Fortune 500 companies in the financial services industry, automating customer engagement and compliance for 4 of the top 10 banks and market leaders in telecom and insurance. Managed Client Success, Customer Support, and Solution Engineer teams based in the US and India to provide consistent communication to client executive teams and bank stakeholders.Department lead for internal process development, PM software knowledge transfer, new hire training improvements, and company-wide Agile adoption.

Dallas, Texas, United States

Software manager and real estate industry expert for brokerages across the United States and Canada. Consultant on market knowledge and accounting best practices to ensure client success. Advisor on brokerage financial processes while guiding key stakeholder resources through comprehensive project timelines.Lead company trainer on Lone Wolf's flagship accounting solution, Back Office (FKA brokerWOLF), implementing the software for over 100 international brokerages in my first year of training.Lead department trainer on the new AI-driven Insights system that delivers bottom-line company data to brokerage leaders. Played a key role in developing the client onboarding experience and internally cross-training other department members since the product launch in Q1 2020.

Dallas, Texas, United States

Primary consultant on large software implementations for conservation agencies and outdoor organizations. Executed UI and scripted configuration changes and updates to meet project deliverables outlined by the client contractual scope while acting as the client trainer for software functionality and user accessibility. Responsibilities also included rigorous system testing, product documentation, and some QA.Led the Vehicle Registration System (VRS) project for Colorado Parks and Wildlife which included several weeks of onsite training Q1-Q2 of 2019, ending in a successful Go Live and a major win for the company.

Dallas/Fort Worth Area

Implementation Specialist for several companies in wide-spanning industries across the Dallas/Fort Worth metroplex and beyond. Responsible for implementing the Paycom software system to multiple clients at a time, training on product functionality and features, managing and coordinating internal departments on setup requirements, and consulting clients on more effective HR and Payroll processes, all while providing impeccable client service.Project Management: creation of comprehensive project plans at the start of each client implementation with daily internal and external updates to ensure all deliverables are achieved and no momentum is lost during system transitions. Also responsible for managing internal Paycom departments on product setup and requested client changes within projected deadlines.Training: leading and hosting client trainings both onsite and via GoToMeeting over Paycom software products, leading to engaged and confident system users who are then able to train supervisors, associates, and so on. Trainings are specific to products purchased and their respective processes, with the end goal of information retention and system autonomy for all clients.Consulting: identifying and discussing potential improvements to company processes via due diligence and working with clients to execute key process changes that streamline workflow and eliminate redundancies for their specific industry. Using analysis and creative problem-solving for the overall betterment of clients' organizations.

Dallas/Fort Worth Area

Account Service: day-to-day client service for primarily real estate accounts in a digital marketing agency setting. Emphasizing prompt, transparent communication with a professional demeanor and a dedication to client satisfaction.Media: assistance in ongoing media strategy, planning, buying, research, and much more for all agency clients in various industries. Keeping media plans strategic, within budget, and on target.Event Planning: experience includes researching, planning, and assisting in management for client events on a broad spectrum without sacrificing attention to detail, as well as booking and overseeing vendors for said events.Project Management: management and overseeing of both print and digital media publication insertions for agency advertising campaigns throughout the year. Helping the agency meet deadlines and impress target audiences.Competitor Research: consistent, thorough, and up-to-date research measures on market competitors for clients to help keep them ahead of the curve.Copy & Content Writing: thorough and prolific writing and proofreading displaying technical proficiency and attention to brand messaging and appropriate diction.Social Media: strategy and consulting on effective social media messaging on a broad variety of platforms. Helping agencies and clients find a more authentic online voice to further their PR endeavors.

Dallas/Fort Worth Area

Dallas, Texas, United States

RA for SMU's College Experience and Choctaw Scholars programs, pre-college summer workshops hosted by the Simmons School of Education & Human Development in partnership with the Choctaw Nation of Oklahoma that enable academically driven high school students to experience life on a college campus while offering world-class academic resources and support.