Oversaw implementation, professional services, and support activities to ensure customer success. Reported directly to CEO, working cross-functionally with Development, Sales, Product Management, & Marketing.
Provide director-level oversight of implementation resources and activities to ensure project and customer success. Responsible for broad organizational leadership throughout the company as a direct report to the COO. Lead and mentor a team of 10 project managers and consultants on career growth, best practices, skill development, and meeting business as well as customer objectives Provide project oversight and serve as an escalation point Schedule and plan resources to meet individual and departmental utilization targets Measure and report on-time/on-budget metrics, as well as other KPIs, for executive and board member visibility Foster client relationships to ensure project and customer success Drive customer satisfaction by ensuring quality execution, building strong relationships, and focusing on customer oriented results Determine project scope and author SOWs and Change Orders as needed Assist Sales with both pre-sales and account growth opportunities to determine scope/price and justify to the client Instituted methodologies and best practices that increased margin from -160% to +40% and reduced project duration by more than half
Developed and oversaw release management and software test strategies for large commercial transaction management (EDI) and internet service systems. Lead high-profile meetings and presentations for executives, developers, & functional experts Coordinated/documented project management activities, using PMI standards when possible Managed system implementation activities, for a cross-functional team of 45 people Created/communicated executive status reports and oversaw issue resolution
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