Greater Chicago Area
My role as Director of Operations allows me to execute as a utility player, wearing multiple hats after a number of successful years serving in business development and customer success. Current roles include managing both our Account Management team and Customer Services team who provide the following services for our business: -Project Management: successfully delivered over 150+ projects in 2022 -Training and Onboarding: delivered 175+ trainings customer onboarding -Delivered customer service for agency administration, paying members of the public, and incarcerated population advocates -Business Development Efforts: forecasting sales pipeline opportunities with both existing and net new customers through sales conferences, cold calling, marketing and brand efforts -Product Enablement: fostering "superfan" customers to help us drive future product iteration -Developed a customer resource portal for business development, support and customer engagement
This role allowed me to focus our efforts on delivering successful customer experiences to ensure retention, up-sell opportunities and gathering critical customer insights to further our product delivery. Accomplishments include: -Defining customer KPIs, developing QBR documents and hosting reviews with customers -Executive Sponsorship of select Edovo clients for feature, support prioritization, and escalation -Manage Customer Success & Account Management team of 5 for client retention and long term success including project implementation management -Managed all contract development and negotiations, forecasting, inventory and asset management -Designed Implementations at Edovo; how we ended up standing out in the industry for all customer implementations and long term engagement quickly changed the expectations of all correctional agencies and redefined what an onboarding experience should be for our clientele. Moving from a low-touch, low-engagement, minimal customer support care model to high touch and engagement to truly enable clients for long term success
I work closely with our marketing, sales, and delivery teams to manage Doculabs' Manufacturing, Oil & Gas and Utilities, and Pharmaceutical clients. My responsibilities include: Managing client relationships Ensuring high-quality engagements Coordinating service development and delivery Cultivating industry thought leadership Growing the Doculabs brand with social media, event management, and partnership relationships
I connect Doculabs known best practices and success stories with my client’s vision for the future. Often due to regulation or a drive for improved efficiencies, Doculabs clients learn how to apply content management and collaboration techniques and tools to meet their objectives. My goal is to develop partnerships with organizations that will benefit from understanding how technology can effectively and meaningfully affect they way they go about business. I have particular responsibility to manage and sell tailored Doculabs' strategic consulting services to Oil & Gas, Manufacturing, Utilities, Government, and Pharmaceutical industries. Specialties: Corporate strategy, Enterprise Content Management (ECM), Enterprise 2.0, Social Computing and Collaboration, Information Lifecycle Management, Taxonomy, and Process Improvement.
We are experts in enterprise social collaboration and content management. We deliver highly actionable and comprehensive strategic plans and road maps that help our clients achieve their business goals, create competitive advantage, and reduce risk. Founded in 1993, Doculabs has an established track record in helping its clients bring content under control and improving the ways they collaborate. Our engagements focus on guiding our clients with our experience, analysis, and in-depth market knowledge. And we’re independent; because we don’t sell software or implementation services, our clients can be sure that our recommendations are objective. Our consultants are all highly experienced, averaging more than 20 years of relevant professional background and many years of working together as part of the Doculabs team. We’re recognized thought leaders in the industry, frequent speakers at industry events and webinars, and active contributors to leading publications, social media sites, and organizations like AIIM. Hundreds of leading Fortune 1000 organizations and government agencies have turned to Doculabs for assistance with their information management strategies. Specialties ECM Consultants and Social Computing, e-discovery, Records Management, and SharePoint Experts in Financial Services, Insurance, Pharmaceuticals, Oil and Gas, Telecommunications, and Manufacturing