Dr. Brittani M.

Experience

• 

  RealPage, Inc.

  Jan 2012 - Jan 2014

  Technical Implementations Consultant, Project Manager

  •Contributed to the development of a business plan for the payments implementation department that included a mission statement, company goals, and objectives, management and operational structure, organizational timeline, and strengths/weakness analysis.•Managed client expectations during the implementation of Enterprise and Property Ware products.•Reviewed and executed legal documentation with key external stakeholders.•Coordinated error-free legal documentation with the underwriting and operations team to ensure documents complied with all lines of business.•Demonstrated ability to work effectively with customers during high-pressure situations.•Built and maintained relationships with key representatives from other groups to ensure the successful implementation of products.•Partnered with the underwriting department and provided client documentation with minimal errors, increasing close rates to help meet or exceed department goals and initiatives. Show less

• 

  Deltek

  Jan 2014 - Jan 2016

  I chose to move from Client Service Account Manager to a support role during the acquisition as I felt comfortable with an in-depth knowledge of the system as a SME in HXM software.•Received Deltek's Customer Care Q2 2015 Star Award for Global Support•Pre and post consultative approach to customer implementation as well as post-implementation education for both internal and external parties on the company’s products and goals.•Proactively meet with clients to reassert the product and deepen relationships by increasing system utilization as well as recommending new services to increase revenue.•Focus on the systems approach to change management and coaching leadership development using “best practices” with a variety of industries•Understand how to interpret numbers, trends, and data to make effective recommendations through the utilization of HCM and ATS systems. •Update and manage support cases to record the progress of calls in call tracking system and resolved promptly.•Document technical solutions and product information in the knowledge base (Sharepoint) to help transfer knowledge to existing employees and for new hire onboarding materials.•Current work in helping organizations measure and increase specific organizational competencies for talent development, succession planning, learning management, compensation, and acquisition.• Customized scoping and quoting as well as the creation of Statement of Work (SOW) for consulting and engineering teams. Show less

  • Customer Care Analyst

    Jan 2015 - Jan 2016

  • Client Services Account Manager

    Jan 2014 - Jan 2015
• 

  SAP

  Jan 2018 - now

  • Specializing in qualitative user experience research studies that support key initiatives, including the website redesign and a strategic shift to support a new buyer's journey for the Concur.com website ecosystem.• Collaborate closely with the Digital Marketing teams and other cross-functional teams to leverage existing research insights. • Maintain a strong partnership with our internal Qualtrics team and personally design and conduct surveys on our website, helping us better understand the needs and preferences of our website visitors. Show less • An experienced Senior Project Manager in Digital Marketing specializing in SAP Concur.• Nominated to the extended leadership team (ELT) in January 2024.• Proven track record in leading and executing end-to-end digital marketing projects.• Engage with internal teams to conceptualize, implement, and deploy digital marketing initiatives.• A collaborative leader promoting interdepartmental synergy to ensure project delivery and success.• Proficient in developing and implementing strategic project management methodologies.• Specialization in design systems and accessibility initiatives, enhancing user experience.• Leading qualitative and quantitative research efforts in digital marketing, utilizing data-driven insights to drive strategic decision-making.• Expertise in risk management, identifying and addressing potential project challenges.• Focused on results, monitoring, and reporting on key performance indicators.• Continuous learner, staying updated on digital marketing trends and industry best practices.• Leadership and mentorship, fostering a growth-oriented work environment for project teams. Show less • Successfully designed and implemented a new partner directory on Drupal 10 with enhanced filtering criteria to improve end-user experience.• Collaborated with various departments such as Global Partner Marketing, Field Channel Marketing, Corporate Marketing, Global Business Development, and Cloud Channel Sales to coordinate, implement, and enhance program-wide projects with heavy technical process and implicatations.• Presented internal and external Value of Improvement (VOI) strategies and suggestions grounded in data and analysis.• Devised and executed an analytics plan to evaluate the effectiveness of partner marketing campaigns.• Established and oversaw a system to monitor Global Partner Marketing initiatives and ensured alignment with stakeholders for successful adoption.• Tracked program progress using KPIs and metrics in line with organizational objectives.• Developed and maintained dashboards and reporting tools within platforms like Tableau, SFDC, and Adobe Analytics.• Contributed to an escalation process to prioritize and oversee programs not meeting targets.• Ensured stakeholders were kept informed and provided training as needed.• Generated requisitions and Purchase Orders (PO) in SAP Ariba.• Utilized Excel to transform data into pivot tables, graphs, and dashboards.• Progressed to a higher level of work by transitioning to Tableau, involving data aggregation from Excel, data cleansing, organization, and a comprehensive understanding of the data's significance. Show less • Coordinated enablement within the Partner Engagement & Experience Hub (PE&X) in collaboration with Customer Experience (CE&X) practice leaders, CEE delivery leaders, and the Global Partner Organization to align with Customer First business goals.• Created processes and programs that met specific compliance requirements for partner-facing positions and the partner delivery team.• Partnered with the Customer Insights Team and launched the Partner Engagement Dashboard.• Designed enablement for a team of 18 global Partner Success Executives (PSEs) to form and standardize a newly formed hub designed to mitigate post-sales care for partners within indirect sales contracts.• Oversaw project planning and strategies, including targeting post-sales care around renewals, adoption, consumption, and building success stories through each phase.• Engaged in executive-level communication internally and with key partners to update on developmental progress.• Worked closely with cross-functional teams, including Product Management, IT, Sales, Operations, and Marketing, in implementing product solutions that met partner needs.• Navigated complex business and technology relationships; worked with senior executives to establish platform standards and identify opportunities to improve partner experience through enterprise-wide initiatives.• Guided project management programs and processes, including logistics, prioritization, milestones, deliverables, and implementation to safeguard the program and product designed to meet partner optimal requirements and delivered on time.• Identified new opportunities within the product domain and recommended new systems and procedures to amplify productivity. Show less The Preferred Success organization is an elite group of customer success managers (CSM) with a strategic mindset and thought leadership within customer success. Customers pay a percentage of a subscription fee to access a dedicated CSM with deep knowledge and experience within HCM software processes. • Managed nine customer portfolios ranging from mid-market to enterprise ACV.• Harmonized Preferred Success client paid subscriptions and aligned with partners, the customer's C-level team, and the admin (delivery) team.• Established partnerships with customers, partners, CEEs, and AEs to ensure ongoing success with SAP Success Factors feature adoption, enablement, and support expertise.• Recruited interns in alignment with organization needs; managed the interview and selection process while maintaining communication with the recruitment team and hiring manager.• Leveraged a customer-first mindset to focus on regional and industry needs for customer support.• Increased references from 3 to 45+, which aided sales and leveraged SAP’s Preferred Success sales cycle.• Managed multiple accounts by forming strategic business alliances with organizations that use cloud- based SaaS solutions• Liaised between the client, support team, engineering, and product management, representing the client’s interests.• Drove regional knowledge transfer and clinic sessions to ensure that Enterprise Support Analysts and Customer Service Managers fully understand how to generate their customer references.• Collaborated closely with business managers and proactively approached the support team to identify opportunities for customer references and on-stage.• Worked on various ad hoc projects to aid in the success of the Preferred Success program, including process improvement and professional development opportunities. 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  • Director of Digital Marketing Research

    Oct 2024 - now

  • Senior Project Manager, Digital Marketing

    Jan 2023 - Oct 2024

  • Senior Programs and Analytics Manager, Global Partner Marketing

    Jan 2021 - Mar 2023

  • Senior Partner Enablement Program Manager

    Jan 2019 - Jan 2021

  • Senior Customer Success Manager

    Jan 2016 - Jan 2019

  • SAP Catalyst Participant

    Jan 2018 - Dec 2018