Experience

Infused Innovations, Inc.

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• VP of Operations & Customer Experience

  • Sep 2021 - Present

• Director of Customer Success

  • Jan 2021 - Present

  Define and drive customer success strategies, develop and deliver an integrated projectmanagement framework, as well as deliver project management services to clients. Advise customer management teams on business process and project management process.



Nasuni

• United States
• Information Technology & Services
• 300 - 400 Employee

• PMO Lead & Strategic Customer Success Manager

  • Feb 2020 - Jan 2021

  PMO Lead - Developing a PMO framework, reporting, and metrics, formalizing PM processes. Sole Project Manager for the following: Special Strategic Projects for Customers, Cross Customer Tiger Teams for large impact issues, Program development, and internal Strategic Projects as identified by Executive teamStrategic Customer Success Manager -Manage complex and high strategic accounts through rough patches or critical growth periods.Manage the internal cross functional Nasuni teams for the top strategic accounts.Develop and manage proactive 'Get Well' action plans along with the customer health index programDevelop and manage the lessons learned program for the Critical Account Process / Escalation Managers.

• Customer Escalation Manager

  • Aug 2017 - Jan 2021

  ● Managed recovery of our largest customer, a Global Fortune 100 consumer electronics company. Led account from churn (customer began moving data off Nasuni) to success with full account renewal and expansions totaling over 200% in under 10 months, with projections of an additional 50% expansion expected within 12 months. Led project team which included our Chief Technology Officer, Chief Product Officer, senior Product Managers, Technical Consultants, Sales, Support Engineers, and Sustaining Engineers through initial problem triage and resolution (2 months), development of get-well plan (1 month) and sustained implementation of recovery (7 months). ● Stabilized and strengthened the customer relationship with one of our cornerstone accounts within the Architecture, Engineering and Construction (AEC) industry -- a Fortune 100 company and one of the top 10 AEC firms in the US. Managed. Led a successful 6-week investigation of complex product issues involving customer’s multiple Severity 1 escalations within one of our key cloud partners. Resolved issues while managing multiple concurrent action plans. Customer expanded ACV by 55% including purchases of additional services.● Managed relationships during many complex, joint investigations with our alliance partners -- such as Amazon AWS, Microsoft Azure, and IBM Worked directly with partner support teams, Principal Product Management, TAMs, and their Executive Account Managers and acted as main point of contact with Nasuni.



Envision Technology Advisors

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Project Manager

  • Jun 2016 - Aug 2017

  Project Manager – Lead project manager for the Digital Innovation and Design division, which focuses on Website development. Creates timelines, ensures projects adhere to contracts, manages change requests and quotes as required. Main point of contact for clients, manages projects by developing strong relationships, works with client to define requirements and outcomes. Works with internal teams to translate those needs into successful website launches and identify best practices. In addition leads client-training program. Business development responsibilities include general sales, reviewing client accounts, discussing opportunities for improvements, and assisting with proposals. Internal project management activities includes updating the company wide support desk, project management, and knowledge base software systems (ConnectWise & ITGlue).Operations Manager – Oversees day-to-day activities, sets and manages division priorities and is an employee manager. Initiates weekly scrum meetings, manages creation and revisions of process procedures to ensure consistency with clients. Owns and manages financials for the division, reviews timesheets to ensure appropriate billable time has been tracked. Reviews monthly client invoices for accuracy. Assesses and reports on project allocations to ensure projects progress properly within budget. Directs support program and reviews priority support requests from clients and assists with setting priorities and adjusting resources to complete tasks. Assists support team with any needs as they arise. Oversees client training program and assists trainers with documentation and advancing their training skills. Reviews and identifies key performance indicators to track and utilizes data to identify process improvements, resource constraints, and assess divisions objectives.



Crown Philanthropic Solutions

• Project Manager

  • Jun 2016 - Sep 2016

  Manages projects by developing strong relationships and collaborating to discuss goals and define outcomes. Works with internal teams and clients to translate those needs into successful website launches. Also, oversees the development of CrownWeb’s client training program.Company was acquired by Envision Technology Advisors Sep 2016. https://www.envisionsuccess.net/news-and-events/news/envision-technology-advisors-announces-acquisition-of-embolden Manages projects by developing strong relationships and collaborating to discuss goals and define outcomes. Works with internal teams and clients to translate those needs into successful website launches. Also, oversees the development of CrownWeb’s client training program.Company was acquired by Envision Technology Advisors Sep 2016. https://www.envisionsuccess.net/news-and-events/news/envision-technology-advisors-announces-acquisition-of-embolden



Simbex

• United States
• Medical Equipment Manufacturing
• 1 - 100 Employee

• Program Administrator / Marketing Coordinator, TREAT & NEPDC

  • Jul 2014 - Nov 2015

  Program Administrator, TREAT & NEPDC – The Center for Translation of Rehabilitation Engineering Advances and Technology – funded by NIH (Assistive Technology Invention Support and Grants), New England Pediatric Device Consortium – funded by FDA (Medical Device Development Support and Grants)Responsible Roles included: Program Administrator, Application Management System Administrator• Program Administrator – Coordinated programs, Managed review, assignments, distribution, and summation of client proposals to consortium members. Organized Advisory Board functions. Managed client communications. Coordinated and executed promotion and advertising of consortium. Provided grant development assistance. Maintained consortium client information database. Ran reports and assisted with quarterly FDA reporting.• Marketing Coordinator – Oversaw all marketing for both NEPDC & TREAT. Managed marketing firm contract. Developed marketing calendar, developed and published quarterly newsletters, press release(s) as needed.• Application Management System Administrator – Implemented and oversaw online submission portal. Trained reviewers and other administrators how to use program. Created work guides.



Olympus Biotech America

• Administrator - Mfg Operations, Process Development, Engineering (Process/Facilities/Automation)

  • May 2008 - Jun 2014

  Responsible Roles include: Project Management, Training Administration• Training Administrator - See below• Learning Management System (LMS) Administrator - See below• Training Documentation Support – See below• Project Management - Created and maintained gantt charts, designs flow charts, presentations, plans, schedules, coordinates resources, assigns and tracks issues/action items.• Quality Management System (QMS) Initiator/Approver – Created, Revised, and managed documents within a quality controlled electronic system. • Enterprise Resource Planning (ERP) system Administrator - Created and maintained Process Specifications and Recipes. Worked with Finance, Materials, and Manufacturing to ensure alignment with actual usage for the manufacturing processes and campaigns. Led Periodic Review for the Manufacturing Process Specifications and Recipes in our ERP system iRen.Project Experience• Internal Audit on Validation Test Scripts – Performed audit on ARISg a Regulatory Software for managing clinical safety and pharmacovigilance, and adverse events; while resourced to Quality Assurance Department.• Relocation Project – Led and scheduled multiple sub teams for the Cost Savings project to save company $200K by relocating employees to the main building. Shortened timeline by 2 months to save the company additional $20K by coordinating and managing tasks promptly and evaluating potential efficiencies within the gantt.SharePoint Site Administrator• Designed, built, and maintained three sites. Trained Management on security controls and customizing. Trained multiple departments for user roles which include file sharing, calendar use, and task tracking. Software Experience • Exceptional knowledge of Microsoft Office Suite – Excel, PowerPoint, Visio, Project, SharePoint, Access, Word, and Publisher. ComplianceWire.

• Training Administrator

  • May 2008 - Jun 2014

  • Training Administrator - Subject Matter Expert for Training for (10) functional areas, managed the respective Training Requirement Assessments (controlled documents), the associated metrics and compliance for 50+ individuals. Led projects for training coordinators and identifies updates and system structure changes by designing, implementing, and monitoring solutions for efficiency, gaps, and improvements. Designed training tools (Lesson Plans, Learning Assessments, Training Presentations).• Learning Management System (LMS) Administrator - Built and managed training curriculums, training items, user groups, and assignments within the training database. Ensured GMP documentation is followed; entered historical completions, certificate trainings, and external trainings.• Training Documentation Support – For internal and external (FDA, EMEA, OSHA) ran reports and prepped managers on training status for employees. Presented training program and LMS for EH&S training program during audit for OSHA VPP.Project Experience• Training Program Transition Project Paper to Electronic – Led, organized, controlled, and scheduled 10 functional teams (50+ employees), as the Training Administrator for redesigning and building training requirements within the new electronic Learning Management System. • Training Requirement Assessments – Led, organized, controlled, and trained 5 Functional Area Managers and 7 Training Coordinators on building each departments Training Curricula which include a combination of On-the-Job Training, Computer-Based, and Read and Understood. Designed training plans and documents, specifically Lesson Plans, Learning Assessments, and Training Content Slides.



Stryker Biotech

• Adminstrator / Technical Trainer

  • May 2008 - Feb 2013

  See Olympus Biotech Description See Olympus Biotech Description