Experience

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  Storesonline

  May 1999 - May 2006

  Web project manager / consultant / designer | project management | client onboarding

  Recommend and implement for the client robust, creative methods and web technologies to effectively communicate to designated markets, improving site traffic, usability and sales conversions.Skills utilized in this role: Product Demonstration, Project Management, Client Onboarding, Team Management, Customer Support, Client Communication, Client Interfacing

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  Harris connect

  May 2006 - Mar 2012

  Client relations manager | project management | customer relations | client retention

  Manage all aspects of client relationship and project management across multiple product lines and services:• Online Applications• Printed Publications• Data Research• Social Utilities• Mobile Web Sites, Applications & SMSCultivate relationships, strategic planning and consultative selling throughout account and project life cycles. Successful onboarding and retention efforts for the alumni associations at Arizona State University, UCLA, USC, Vanderbilt University, The University of Iowa, and many othersSkills utilized in this role: Product Demonstration, Risk Management, Customer Success, Project Management, Client Retention, Customer Satisfaction, Customer Journeys, Client Relationship Building, Customer Support, Customer Relations, Client Communication, Client Interfacing, Customer Relationship Building Show less

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  Summit group

  Apr 2012 - Aug 2013

  Digital services manager | project management | cross-functional team leadership

  Responsible for leading a variety of digital marketing and interactive projects through the agency. Maintain the highest level of client satisfaction by being accountable for project progress against timeline, budget and quality. Internal point-person for all digital client-related activities. Successful projects and campaigns included many for Subway, T-Mobile, Costa Vida, SelectHealth.• Job profitability monitoring and reporting - assure that projects progress on budget and on time.• Workflow and timelines - Daily task monitoring and assignments, create and manage project timelines.• Keeper and monitor of deliverables - effectively communicate job status and updates.• Resource management - holistic knowledge of project/resource overlaps.• Quality assurance - final sign-off that delivered projects match and perform to commitments.• Estimates - work with creative and technical teams to develop proposals and SOWs.• Information preparation and distribution - develop documentation for functional specifications, copy, technical requirements, as well as CMS training guides.Skills utilized in this role: Project Management, Cross-functional Team Leadership, Risk Management, Customer Support, Client Communication, Client Interfacing, Customer Relationship Building Show less

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  Eli kirk

  Sept 2013 - Sept 2014

  Project manager | project planning | client interfacing

  Supreme overseer and benevolent taskmaster of all agency projects. Manage whole projects at different levels. Manage interdisciplinary teams of visual designers, writers, interaction designers, and programmers. Passionate about delivering the best creative, but find ways of producing it that does not jeopardize schedule and budget.Responsible for informing teams of what they need to know about a project: what to expect, what to do next, and where they need to be. Manage digital, print and mobile projects from kick-off to delivery – on time, on budget, and on brief. Work as linchpin between strategy, design and development.Manage and project resourcing across production, design and development, ensuring accurate and sufficient staffing on projects and predicting the need for additional support (freelance, part time, full time). Experience with varying budget sizes, from large scale digital campaigns to creatively managing small one-off budgets.Skills utilized in this role: Project Management, Client Relationship Building, Cross-functional Team Leadership, Risk Management, Project Planning, Customer Support, Client Communication, Client Interfacing, Customer Relationship Building Show less

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  Outbox systems (now simplus)

  Dec 2014 - May 2015

  Project manager | customer relationship building | startups

  Independently plan and lead a wide variety of projects across a number of functional areas. SaaS and iPaaS platforms include Salesforce, Workfront, InsideSales, InContact, JIRA, SAP, TFS and many others. Manage the entire project development process from scope development, ROI analysis, budget preparation, work plan development, day-to-day management, QA and testing, and delivery. Primary client contact throughout project lifespan, and between project cycles. Clients include Nike, Relay Health, Domo and ENVE.Build and lead team of project managers, each of whom specializing in unique company product and service offerings, including Salesforce consulting, Workfront applications and custom integrations. Responsible for efforts and results of entire team, including reporting weekly and monthly KPIs to executive leadership, and weighing results against personal, department and company V2MOM goals and measurements.Skills utilized in this role: Project Management, Client Services, Risk Management, Team Management, Startups · Client Communication, Client Interfacing, Customer Relationship Building Show less

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  Mrm // mccann salt lake city

  May 2015 - Aug 2016

  Technical project manager | enterprise project management | cross-functional team leadership

  Responsible for the execution and successful delivery of interactive, web-based technical and software development projects engaged by the agency, utilizing both Agile/Scrum and Waterfall methodologies. Own and manage all workflow, communication and financial aspects of projects. Assess and analyze learnings to improve internal and collaborative processes for technical projects throughout the agency. Enterprise-level clients include Cisco, Sam's Club and Corning.• Work with PM lifecycle tools such as Workfront• Experience with Agile projects as Scrummaster, and Waterfall projects• Experience with Agile software tools such as JIRA and Target Process• Collaborate to resource and allocate team members for multiple projects running in parallel• Develop cost structures, estimates and staff plans, and manage to them, as well as to deliverables• Lead Sprint planning meetings and retrospectives, as well as daily stand-up meetings• Manage development cycles, including QA, UAT, release notes and documentation• Project completion documentation, including learnings analysisSkills utilized in this role: Project Management, Agile Methodologies, Risk Management, Cross-functional Team Leadership, Client Communication, Customer Relationship Building Show less

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  Eccovia

  Oct 2016 - Nov 2017

  Project manager | client relationship building | cross-functional team leadership | client retention

  Lead cross-functional technical teams and coordinate with key client stakeholders to successful completion of software implementation and integration projects. Ensure quality by design by carefully managing internal team commitments and activities, as well as client understanding and expectations. Successful completion of SaaS implementations, including large-scale data migrations, for the State of Georgia and Los Angeles County.• Agile and Waterfall-hybrid project methodologies• Identify, analyze and mitigate risks in projects and client relationships• Work with PMO to establish and improve internal best practices• Source of knowledge and truth at project and portfolio level for company managementSkills utilized in this role: Customer Success, Project Management, Risk Management, Client Retention, Customer Journeys, Client Relationship Building, Cross-functional Team Leadership, Team Leadership, Customer Support, Client Communication, Client Interfacing, Customer Relationship Building Show less

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  Gainsight

  Nov 2017 - May 2019

  Strategic engagement manager (enterprise) | client onboarding | project management

  Execute strategic consulting and onboarding projects, partnering closely with C-level project sponsors and client project teams. Support the onboarding efforts of new Gainsight customers by tying business objectives to technical configuration and detailed design deliverables. Responsible for, and oversight of, all project team resources, efforts, results, and all project outcomes and measures.Successful projects include several of Gainsight’s largest enterprise implementations, including athenahealth, Slack, GE Digital, SonicWall, and Snowflake.• Customize and develop new content, and ensure high levels of impact and client satisfaction• Maintain a deep understanding of Customer Success, and perform as a trusted thought leader and advisor• Identify and build out critical practice areas and services to support clients• Lead in development and expansion of internal methodologies and processesSkills utilized in this role: Product Demonstration, Project Management, Risk Management, Client Onboarding, Operations, Team Management, Client Relationship Building, Client Communications, Customer Relationship Building Show less

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  Avii

  Jun 2019 - Apr 2024

  Director of client services | enterprise customer success | saas implementations

  Serving tax, audit, advisory, management consulting, and compliance professionals, responsible for the development, leadership, and delivery of Avii's client services and customer success programs, tools, and teams. Enterprise-level clients include such top-25 national and regional firms as Withum, Aprio, Anders, and KPMG. Included in company-wide layoffs prior to Series A funding.• With a bootstrapped team and budget, achieved organic growth of 360% in client count• Lead the transition between sales and onboarding• Own the client onboarding experience, including demos, training, consulting, change management, and post-launch support and relationship management• Implement and adhere to Customer Success principles and processes to create, deliver, and capture value for Avii clients• Support product development, QA, customer support, and technical support• Create content to strengthen marketing, sales, in-product user experience, client onboarding, client support, and customer retention initiativesSkills utilized in this role: Product Demonstration, Customer Success, Risk Management, Project Management, Client Services, Operations, Client Retention, Customer Journeys, Client Relationship Building, Startups, Customer Support, Customer Relationship Building Show less

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  Karbon

  May 2024 - now

  Enterprise customer success manager | client relationship management