Senior Manager, Project Management

• Mar 2022 - Present

As a leader within Calabrio Professional Services, I am responsible for positioning our Project Management team for scalable growth to optimize customer and employee success. Collaboratively engage with all Professional Services leadership to function as a PMO and address process gaps, resources, and individual performance concerns. I work closely with Calabrio Sales and Support to ensure the best possible customer experience at the start and finish of any implementation. Additionally, I support the development of onboarding effective implementation partner relationships. I take pride in moving obstacles that prevent our Project Managers from being successful, including being an initial point of escalation. In overseeing the PM Team, I also lead efforts with team communication and all internal process training.

PM Team Manager

• Aug 2018 - Mar 2022

Technical Project Manager

• Sep 2016 - Jul 2018

Projects kick-off internally by the PM leading an internal stakeholder engagement, reviewing SOW/Scope of work. Objectives are calling out key deliverable's, high level duration's and time lines, and getting ahead of potential risk. Customer/Partner Facing Kick-offs are the next key engagement. PM is responsible for putting together detailed project plan, and getting buy-in from all internal and external stakeholders to lead towards an agreed upon 'Go-Live' date. Bridging communication channels across all internal teams is a vital process to ensure prioritization among all active projects. Providing value to customers/partners by driving major deliverable's through project start to finish, through a phased/waterfall approach. Keys to success are timely, clear and detailed communication via weekly scrum meetings (both internal & external), resource and escalation management, while holding myself, my teams, and external stakeholders accountable throughout the duration of the project.

Project Manager

• Dec 2015 - Sep 2016

Identify client project lead(s) and sponsor during initial requirements gathering phase. Establish weekly meeting time to keep key stakeholders informed of project status. This includes updates on budget, project risk, and key decisions made to ensure the project stays on track. Determine timeline that all parties involved can achieve, which includes allocating key training and conversion resources prior to client LIVE week. Perform in-depth Scope call/site-visit, to clearly document client workflows, flush out any potential risk, and best align current client workflow with Avionte workflow. Author Implementation Plan, documenting all key deliverables (conversion efforts, training plan, required customizations, and final timeline), which is signed by all project stakeholders, clearly defines project execution. Partner with client to engage early in our support center, centralizing all communication around technical issues, custom setup, and conversion verification. Point of contact for customer during ‘Live week,’ facilitating any unforeseen issues that arise and confirming client payroll deadlines are met.

Customer Success Manager

• Mar 2015 - Nov 2015

Worked closely with VP and other Customer Success Managers to define and optimize processes. Provided training support to new and existing customers, and generated and followed through on new ways to help all customers get the most value out of Siteimprove. Managed all new customers through the onboarding life-cycle. In order for success, a good CSM understood customer needs and expectations, developed a training plan, and ensured customers had an abundance of resources throughout and at the completion of onboarding. When warning signs or upselling opportunities presented themselves, effectively communicated best course of action and resources (blogs, webinars, training videos, etc.) to customers, in order to meet retention goals. Provided feedback on effectiveness of current process, assisted in the development and creation of new customer success ideas, and communicated with the Development Department to ensure our tools are meeting demand. Hosted monthly new feature release webinars targeting current customers, to ensure everyone is well informed about beneficial product changes.

Training and Support Specialist

• Nov 2013 - Mar 2015

Responsible for delivering effective and proactive training and support to our customers throughout the US, Canada and Australia; delivering solutions to both technical and non-technical end-users. Primarily responsible for new customer implementations and training, consulting customers on best practices ranging from small centralized web teams to large, decentralized web teams with multiple content editors. Additionally taking ownership of technical issues, and working with our Development group to resolve more advanced issues when necessary. Strong interest in advanced Analytics training and consulting with established customers. Relied primarily on Join.me, Web Ex and GotoMeeting as web conferencing training tools.

Premium Account Representative

• Jun 2013 - Nov 2013

Establish key relationships with decision makers on the client end to support a more modern, software service model. Taking an active role in streamlining existing client setups and oversee the roll out of new features and functionality to support client initiatives. Host weekly Webinars (WebEx) of 50-75 clients, which is focused on shifting basic functionality knowledge to clients, with the goal of limiting volume of basic inquiries to ultimately save time.

Client Service Consultant

• Jun 2010 - Jun 2013

Provide web based consulting support to healthcare education programs from point of sale through termination of contract. Work with clients to implement their E*Value software to meet desired needs regarding functionality and data output, while additionally educating clients about basic system rules. Consult clients on ideas about making the system function in ways it wasn't designed to function, to meet ongoing demand. Creativity and problem solving drive weekly meetings and work with my direct team (Health Sciences team: Pharmacy, Radiography, Nursing, Dental, PA, etc. client base) in order to maximize client results and satisfaction. Heavy utilization of web conferencing (GoToMeeting, WebEx) to enhance training.

Brokerage OPS Specialist (Wells Fargo Investments)

• Dec 2009 - Jun 2010

Staffing Consultant

• Jan 2008 - Nov 2008

Securities Operations Specialist 2

• Jul 2006 - Jan 2008

English Teacher

• Aug 2004 - Jul 2005

Director/coach

• 2003 - 2004