Rosa McDonald

Experience

• 

  BTS

  Jan 2006 - Jan 2011

  • Sr Project Manager

    Jan 2007 - Jan 2011

  • Junior Project Manager

    Jan 2006 - Jan 2007
• 

  BTS

  Jan 2012 - Mar 2016

  • Senior Manager of Project Specialist

    Jan 2015 - Mar 2016

  • Manager of Project Management

    Jan 2012 - Jan 2015
• 

  BTS

  Jun 2016 - May 2021

  Senior Manager of Project Specialists & Global Translations

  • Leads a team of Project Specialists and directly responsible for individual talent development, performance, goal-setting, coaching, and mentoring.• Hired, trained, and mentored new employees to maximize team performance and achieve daily performance objectives.• Created internal personal development courses for Operations & Support teams, including a prioritization activity.• Designed and wrote the Operations & Support onboarding experience which was used by all Operations & Support roles throughout the US and some global offices.• Developed clear department strategies and goals to ensure alignment and a clear line of sight into the overall business initiatives.• Mentored international offices to mirror the Project Specialist role in their offices.• Established priorities and clear processes for global translations, which included developing marketing materials, templates for contracts and quotes, and project management tools.• Directly responsible for supporting and mentoring global regional translation coordinators in local translation projects. Show less

• 

  TaskHuman

  May 2021 - now

  - Own the day-to-day relationship management and service delivery for assigned customers- Execute based on defined best practices & standards, oversee program success and ensure clarity & alignment of customer and internal objectives.- Develop a complete understanding of the customer, their strategic business objectives, and related contract and program requirements to ensure effectiveness from launch through the entire relationship lifecycle.- Oversee onboarding & implementation for net new accounts and existing account upsells following handoff from sales.- Establish and manage customer-facing program implementation timelines, taking into account and aligning with internal project plans managed by the Platform team.- Facilitate POC and user sessions in the lead-up to a new program launch.- Own overall customer health by continuously monitoring adoption and engagement performance for assigned programs and proactively initiating actions (in partnership with Growth Marketing) to improve key metrics.- Develop, foster and maintain client relationships to ensure account retention in partnership with sales.- Proactively monitor and raise expansion opportunities to the designed sales/AE rep.- Plan and prepare for client update and review meetings utilizing reporting tools and PowerPoint presentations to provide guidance, data insights and trends.- Incorporate storytelling approach to facilitate ongoing strategic alignment with the customer and define appropriate go forward strategies.- Openly share learnings within Customer Lifecycle Marketing team to fuel continual optimization of best practices, launch and engagement strategies.- Identify & facilitate methods to capture key program insights and themes that demonstrate the impact of TaskHuman programs. Show less

  • Director, Customer Success

    Dec 2024 - now

  • Customer Success Manager

    May 2021 - Jan 2025