Jackson, Michigan, United States
Operational and service focused professional leading process improvement initiatives allowing organizations to capitalize on existing resources and talent
As a Senior Program Manager I oversee PS Operations projects which span across multiple teams including, finance, enablement, portfolio, BI, and Engineering. By partnering with these teams we drive the PS teams with tools and processes and provide key insights for Customer Success executives. Project Highlights -Portfolio Alignment project for PS Operations in order to align PS tools and processes with a redesigned business portfolio. -Capacity Planning for PS design a process to estimate headcount needs for upcoming FY using target TCV, and historical data trends from PS. -Completed a Dashboard Overhaul project, partnering with executives and PS leaders to identify metrics that matter, then reenvisioning the catalog of dashboards by identifying gaps, overlaps, and inconsistencies in data. -Implemented Matik as a document generation tool for customer facing documents and internal recurring decks. Released status report templates for various types of projects, and a QBR deck for regional directors internal meetings. Status reports save our PS team about 30 mins per project per week.
Manage billable resources in a strategic and effective manor in order to maximize utilization and revenue. Build competent resource pools across multiple product lines by tracking employee skills and identify opportunities for training. Collaborate with other departments in order to enhance fluidity throughout the organization. Identify mutually beneficial opportunities to utilize professional relationships with partner companies. Properly identify and handle escalated requests with urgency. Track, consider, and act on feedback from project managers, partners, consultants, and managers in order to identify bottlenecks and sticking points in the Resource Management Office’s processes and tools. Suggest and implement process improvement initiatives daily.
Responsible for all implementation and post-implementation processes that are used throughout the organization for the project lifecycle. Manages relationships with partner organizations, providing guidance and oversight on best practices while continuing to retain a relationship directly with the clients to ensure their success and overall satisfaction. Created and manages revamped client application training and client feedback program. Created and manages partner onboarding training program Coordinates with other Elite teams including the Product, Support, Engineering, and Strategic Alliance teams to ensure the processes put into place work well with all groups involved. Manages financial Power BI dashboard in order to report financial insight on forecasting for partner services. Coordinates application support to partners, application consultants, and project managers as needed. Funnels feedback from clients, partners, and other application consultants to the product and engineering teams through the appropriate reporting channels.
As the Application Consultant Team Lead I oversee a team of consultants ensuring that established processes are followed and new processes are developed to bridge gaps in the implementation process. On average I am a consultant on 5 projects simultaneously. -Subject matter expert for Microsoft Dynamics CRM guiding clients to solutions that will improve their daily CRM tasks and support their overall business needs. -Facilitates and guides requirements gathering discussions by actively listening to client’s strategic and long range business needs, current pain points and plans for organizational growth and development. -Translates client specifications into CRM application and business requirements. -Collaborates with consultants, developers and project managers in order to ensure a seamless implementation. -Communicates with the client and internal team during implementation in order to guarantee that the requirements are understood by all -Delivers end user training to clients, and provides post-implementation ongoing support as needed.
Train clients on technical proprietary applications and Crystal Reports. Consult businesses on best practices for using the software in a way which will best suit their needs. Create custom Crystal Reports for clients with specific needs. Manage projects between clients and developers to create custom solutions based on needs of the organization. Support existing users on technical software over the phone, via email, and through remote desktop sessions. Software testing and documentation for new releases. Design marketing and instructional materials for training sessions. Traveling up to 40% for training and conferences.
Successfully train clients technical applications. Consult businesses on best practices for using the software in a way which will best suit their needs. Design instructional materials for training sessions. Traveling up to 80% for training