Misty Thomas

Experience

• 

  LaSalle Solutions

  Nov 2003 - Apr 2022

  Client Success Manager

  • Liaison to the users by assessing license deployments, analyzing consumption and tracking KPIs or challenges, as identified by CSR. • Drive the activation of software, solution and services to help customers achieve business objectives and realize business value (ROI) from Software investments. • Attend customer QBRs and execute the adopt and expand motions of Cisco solutions, services subscriptions and software.• Maintain team through recruiting, selecting, orienting, and training employees; maintaining a safe, secure, and legal work environment; developing personal growth opportunities.• Accomplish team results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.• Maintain quality service by enforcing quality and customer service standards, analyzing and resolving quality and customer service problems, identifying trends; recommending system improvements. • Identify new sales opportunities within assigned account base and collaborate with sales teams to ensure growth attainment.• Operate as the lead point of contact, along with the LaSalle Sales Representative, for matters specific to assigned enterprise clients. Operate as the escalation contact for any issues within team’s account base.• Build and maintain strong, long-lasting client relationships with assigned account base.• Evaluate how assigned customer-base will be using LAMP and determine the best training procedures to align with customer usage. Facilitate and ensure LAMP training for all assigned customer users. Propose and implement LAMP customizations required to meet customers’ needs. This will sometimes include creative solutions for new enhancements to LAMP.• Determine the most efficient and cost-effective ordering and delivery process for assigned account hardware and/or maintenance transactions. Show less

• 

  PM Master Prep

  Jun 2021 - Apr 2022

  Accountability Coach
• 

  Trace3

  Apr 2022 - now

  • Develop and manage comprehensive project/program plans in alignment with the scope and objectives defined in the Statement of Work.• Adapt or tailor project management approach as needed to optimize successful delivery or per client request.• Incorporate program management tools or approaches as appropriate to efficiently manage across projects.• Lead multiple cross-functional teams to ensure delivery of a successful solution.• Serve as the primary point of contact for the client for the engagement.• Collaborate as required to address business or technical issues related to the project.• Proactively manage risks and dependencies across multiple projects/programs and resolve issues as they occur.• Track all project related costs, pro-actively manage project financial health, ensuring client satisfaction and project profitability.• Facilitate development of all project related deliverables and obtain approvals as required.• Ensure that the project delivers the desired solution, remains within budget, and is delivered on time with the appropriate level of quality.• Manage vendors or contractors if part of the project team.• Partner with Sales to build relationships with clients to facilitate identification of future opportunities.• Partner with the Engagement Manager (EM) or Technical Account Manager (TAM) to support client engagement roadmap.• Manage and maintain project information in the appropriate systems (ERP, PSA and CRM) Show less • Liaison to the users by assessing license deployments, analyzing consumption and tracking KPIs or challenges, as identified by CSR. • Drive the activation of software, solution and services to help customers achieve business objectives and realize business value (ROI) from Software investments. • Attend customer QBRs and execute the adopt and expand motions of Cisco solutions, services subscriptions and software.• Maintain team through recruiting, selecting, orienting, and training employees; maintaining a safe, secure, and legal work environment; developing personal growth opportunities.• Accomplish team results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.• Maintain quality service by enforcing quality and customer service standards, analyzing and resolving quality and customer service problems, identifying trends; recommending system improvements. • Identify new sales opportunities within assigned account base and collaborate with sales teams to ensure growth attainment.• Operate as the lead point of contact, along with the LaSalle Sales Representative, for matters specific to assigned enterprise clients. Operate as the escalation contact for any issues within team’s account base.• Build and maintain strong, long-lasting client relationships with assigned account base.• Evaluate how assigned customer-base will be using LAMP and determine the best training procedures to align with customer usage. Facilitate and ensure LAMP training for all assigned customer users. Propose and implement LAMP customizations required to meet customers’ needs. This will sometimes include creative solutions for new enhancements to LAMP.• Determine the most efficient and cost-effective ordering and delivery process for assigned account hardware and/or maintenance transactions. Show less

  • Manager, Strategic Operations

    Jul 2024 - now

  • Senior Project Manager

    Jul 2022 - Jul 2024

  • Life Cycle Success Manager (LaSalle Solutions)

    Apr 2022 - Jul 2022