Highly effective, hands-on executive who creates strategic alliances with organization leaders, coworkers and mission critical subject matter experts to effectively align with and support key business initiatives. Builds and retains high performance teams by hiring, developing and motivating skilled professionals through energizing and inspiring others to action. A decisive, results-oriented leader with extensive hands-on experience and successes in operations management including customer service, implementations, project management, sales and strategic management.
-Action-oriented with extensive hands-on experience in multiple functional areas.
-Sophisticated strategist and aggressive thinker.
-Project Management Professional certification with experience directing large initiatives within strict time lines and budget.
-Able to assimilate complex issues quickly and to develop real-world execution plans.
-Persuasive communicator and skilled negotiator.
-Program implementations designed to drive short-term revenue coupled with long-term maintenance revenue and profit enhancements.
-Hired, developed and managed a high performance team of application consultants and project managers to successfully implement fund accounting, Enterprise Resource Planning software to municipalities and utility districts.
-Re-engineered implementation methodology which decreased the sales entry point in the market by 35%.
-Defined, priced and implemented a new SaaS implementation methodology thus allowing for a down-market sales strategy as well as capturing customers with diminished IT capacity to manage an on-premise delivery model.
-Provide strategic direction to ensure program and project development is in line with the organization goals and objectives.
-Support sales and marketing efforts by identifying, creating and developing a business model, and subsequent sales strategy, for potential customers by identifying critical business factors with customer's senior management.
-Responsible for the day-to-day operations of both the professional and customer service teams.
-Establish clear and measurable objectives in line with organizational vision of profitability objectives. This requires an open, honest working relationship with Executive Management team as well as the functional teams.
-Conduct integration planning and execute assimilation of acquisition staff into customer service team including cross-training, implementation management tiered support and business development procedures.
-Manage, maintain and mitigate attrition associated with maintenance revenues of $6 million.
-Able to build, motivate and manage a strong customer service team driving company to succeed with a substantial ROI with a profit ratio of 6:1.
-Created standard operating procedures to facilitate best practices for more efficient customer support operations and to ensure our customers became "Raving Fans."
-Expertise in analyzing, implementing and managing customer care functions, workforce management tools and metric reporting to drive accountability and ownership at the grass roots level.
-Managed integration of new CRM and associated process improvements.including the creation of an internal and external knowledge base.
-Developed customer portal affording clients direct visibility to the wish list, defect status and product roadmap details.
-Create and drive programs and services that ensure optimum levels of customer satisfaction, loyalty and retention, which resulted in an increased customer reference participation of 75%.
-Review all client issues and feedback, identify existing and potential problems/trends and leverage customer input into departmental action plans, customer account plans, training and other resources that drive holistic customer satisfaction.
-Develop and maintain the national user conference as well as regional user groups. These events are key to creating an engaged and enthusiastic customer base.
-Act as a company-wide escalation point to ensure the progression of all critical customer issues. Should the need arise, perform crisis and high-risk project management to reach a mutual, satisfactory relationship and retain long-term maintenance revenue stream.
-Responsible for the delivery of $1 million in sales to the existing customer base.
-Managed multiple customer and third party vendor relations to drive increased customer satisfaction and participation in the referral program.
-Liasion between internal and external customers, sales, professional services, support and accounting to resolve status, delivery, support and billing issues in a mutually beneficial manner.
-Strengthened company's business by leading the accounting software implementation of four to six concurrent projects while also performing project management responsibilities.
-Able to assimilate complex client issues quickly and develop real-world solutions and plans both in our out of the box.
-Manage an international and domestic territory utilizing proficiencies in communication with customers, banking institutions, freight forwarders and shipping carriers.
-Maintain the integrity of proprietary information, manage a national sales region and client base while providing the timely resolution to all customer concerns and inquiries.
-High degree of customer, sales and management interaction including timely resolution of 70-100 customer calls per day.
-Responsible for the audit of seventeen, nationwide, autonomous subsidiaries.
-Build strong, trust-based relationships with Business Managers allowing effective leadership in the areas of office management, internal/cash control and the application of Generally Accepted Accounting Practices (GAAP) and Government Accounting Standards Boards (GASB).
-Manage the accounting staff who perform the function so of Accounts Receivable, Accounts Payable, Billing and Auditing.
-Month and year end financial processes and procedures including full general ledger control.
-Fiscal and financial reporting including budget creation and analysis.
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