Maggie Godshall

Experience

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  Rhone-Poulenc Rorer

  Jan 1990 - Jan 1998

  Project Analyst and Senior Coordinator

  Project Analyst: Responsible for supporting major IT project initiatives and various LOBsSenior Coordinator - Worldwide Operations, Strategic Marketing, New Business Development: Responsibilities included providing project support to the Vice President, Sr Directors, and Managers in all areas of Industrial Operations, Strategic Marketing, and Research & Development.

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  SAP

  Jan 1998 - Jan 2009

  • Winner of the SAP Passion Award• Coordinated the delivery of services and simultaneously managed the contracts for various application external hosting customers and internal customers• Developed and sustained positive customer relationships• Increased customer satisfaction by 40%• Contributed to the growth of customers’ landscapes by presenting viable solutions• Successfully managed the profit of assigned customer base by implementing efficient cost reduction measures• Increased profitable margins by 10-15%• Effectively reduced escalations by efficiently managing the resolution of customer technical issues in a timely manner• Formulated successful disaster recovery solutions• Created strategic project plans to enhance delivery of contracted services• Maintained compliance with SOX and SAS70 audit requirements• Provided monthly SLA reporting and Governance meetings• Relationship Management:o Contract Managemento Coordination of strategic account issueso Strategic business developmento Customer communicationso Escalation managemento Strategic positioning of value of SAP Managed Services Show less • Primary interface for Managed Services, ISS and BSS teams to ensure the Data Center has the ability to appropriately support new customers. Ensure customer criteria are met, solutions are designed according to the ISS DC standards, and that desired hardware and services are purchased and delivered.• Provide solution design and associated cost based on requirements furnished by Sales, HCE, and SDC.• Responsible for budget and ensuring proper costs are allocated correctly to customers.• Review technical solutions, redesign and quote equipment costs and technical services.• Provide project management support for the implementation and design of the tools for the Data Center and Asset Management Teams.• Provided oversight and instruction to contractors and Asset Management team to ensure day to day asset tasks were completed. Show less • Provided assistance and support in the rollout of new tools for the Data Center (ADAM) and close communication with international colleagues• Provided oversight and instruction to contractors and Asset Management team• Processed and tracked all IT hardware purchases using the PIT tool (Purchase Installation Tracking)• Creation of internal data center processes for tracking hardware orders• Provided monthly status inventory updates for internal customer hardware for HIM organization• Managed the internal hardware maintenance or all internal systems with vendors• Compile yearly service catalog• Created policies, processes, and procedures detailing how we perform business operations on a daily basis• Developed price comparison model that highlighted hardware approaching 4/5 years in age and the cost of retaining Show less • Support of the IT Purchasing process; worked closely with third party vendors on new hardware technology and costing• Support and implementation of the Big Brother tool and creation of the forms required to support the initiative• Provided monthly SLA status reports from internal tools• Provided assistance in the development of the Purchase Order Automation website and process flow used between IT and Purchasing• Successfully managed and implemented the internal audio conferencing project thereby providing ongoing savings for SAP• Worked with Senior System Engineers on the installation and configuration of internal customer systems• Provided overall understanding of the purchasing life cycle to ensure projects were supplied with appropriate hardware in time to meet installation deadlines Show less Responsibilities: • Supporting major project initiatives proposed by IT and the lines of business• Track, monitor, and report on major IT related projects to facilitate decision-making and maximize effectiveness of IT technical resources• Manage the analysis and reporting of an IT project plan by task with expected hours and allocated resources across multiple teams• Gather information and coordinate assigned projects to streamline intern-departmental processes and procedures• Conduct training on project management skills, methodology, and standards Show less

  • Customer Service Engagement Manager

    Jan 2006 - Jan 2009

  • Product Portfolio Consultant

    Jan 2005 - Jan 2006

  • Asset Management Specialist

    Jan 2003 - Jan 2005

  • System Engineer

    Jan 2000 - Jan 2003

  • Project Analyst

    Jan 1998 - Jan 2000
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  AT&T

  Apr 2009 - Apr 2016

  Client Executive

  Received the AT&T Service Excellence Award• Acts as account owner within AT&T H&AS for the customer’s contracted managed hosting services• Responsible for the customer’s overall satisfaction with AT&T’s managed hosting services as well as working to provide a customer experience of ‘one AT&T’ by coordinating communication and service with other AT&T account team members• Monitors and helps to manage the progress of client requests• Coordinates access to other AT&T H&AS resources, departments, and clients for non-critical issues• Primary escalation point within AT&T H&AS for any reasons of customer dissatisfaction with AT&T’s managed hosting services ore related administrative processes• Provides assistance with strategic and long-term planning of hosting and application needs and services• Provides assistance with customer needs for standard add-on sales by working with the PAE, Pricing and Contracts teams. For larger opportunities, works with the assigned AT&T Account Executives to ensure the client gets the appropriate level of expertise and communication needed to meet their needs• Answer any questions that the client may have or finds the answer within AT&T H&AS or the larger AT&T as a whole• Manage, maintain and grow client profitability• Direct and support client contract renewals• Assist in the sales cycle by representing AT&T to potential clients resulting in AT&T wins Show less

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  IBM

  Apr 2016 - Aug 2019

  Delivery Project Executive

  • Primary liaison between clients, internal teams, and executive management for customers.• Identify and closed on new sales opportunities driving those through to contract signature.• Primary customer point of contact responsible for the client relationship.• Establish and foster long-term relationships with customer key decision makers.• Primary coordination contact for solution requirements gathering, solution design, contract negotiation and signature.• Drive processes and escalations to meet client expectations during critical delivery lifecycles.• Drive customer renewals.• Ensure contractual compliance.• Define account management plans and client road maps to effectively position consulting and post-production support services for managed hosting clients.• Work with customers on regulatory, governance, security compliances.• Provide regular client project status meetings. Show less

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  Syntax

  Aug 2019 - now

  Senior Key Account Manager

  Responsible for managing over $700k in Monthly Recurring Revenue and tasked with turning around troubled accounts. Directed and coordinated efforts and actions across different functional service lines to provide services as contracted by customer. Demonstrated expertise in setting and managing customer expectations. Position required strong teamwork and interpersonal skills at all management levels and the understanding of how to leverage Syntax capabilities to increase business. Strong knowledge and understanding of business needs, with the ability to establish and maintain a high level of customer trust and confidence. Show less

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  SAP

  Apr 2023 - now

  Customer Delivery Manager