Experience

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  EBSCO Industries, Inc.

  • United States
  • Information Services
  • 400 - 500 Employee

  • Manager, SaaS Implementations

    • Sep 2019 - Present

    Manager of a global SaaS Implementation project management team, with 12 direct reports, responsible for leading customers through the integration of library service software(s) for use with their patrons. Products include authentication systems, discovery content systems, and a CMS platform geared at libraries/librarians.Responsibilies include:• Coaching/mentoring 10 - 12 Implementation Project Managers• Conducting regular 1:1s and biannual performance reviews• Creating / facilitation of process workflows/improvements for EBSCO SaaS Implementations• Coordinating with other EBSCO teams (Sales, Product Management, Global Customer Support) to provide optimum implementation experience for the team and our customers. • Acting as escalation point when needed for customer issues

  • Senior SaaS Implementation Project Manager

    • Apr 2017 - Sep 2019

    Oversee the implementation of EBSCO SaaS products (Discovery, OpenAthens, Stacks) to ensure the they are delivered accurately and for continued success. Work directly with customers, providing guidance, feedback, and training during the implementation process. Role also mentors, trains and supports teammates performing a similar role.

  • Implementation Project Manager

    • Mar 2015 - Apr 2017

    Role responsibilities include:• Primary contact for customers during implementation of various EBSCO SaaS products• Responsible for tracking all project deliverables• Respond to all client inquiries. Provide training for product and process• Internal liaison for all EBSCO technical teams involved during implementation• Conduct user testing for each product prior to go live• Participate in team meetings, team process improvement initiatives

• 

  Actio Software Corporation -- Risk Assessment Solutions

  • Portsmouth, NH

  • Client Services Manager

    • Apr 2014 - Mar 2015
    • Portsmouth, NH

• 

  Harte-Hanks

  • Account Manager/Project Manager

    • Apr 2000 - Apr 2009

    • Served as primary contact on daily basis; ran weekly status meetings• Managed client expectations, set and implemented change management goals• Drafted detailed cost estimates, memos, meeting notes, weekly status reports, SOWs forclients and internal technical teams• Supervised on time and accurate delivery of client deliverables• Team liaison within company for all client requests; conducted meetings, calls, onsite meetings as required• Managed client revenue, contractual obligations and billing from 1.5 - 3 million annually• Managed implementation of several major projects from design through UAT anddelivery

• 

  Choicepoint Precision Marketing

  • Account Manager

    • Jun 2004 - Mar 2006

    Consulted with sales department and clients to support credit bureau and consumer listfulfillment needs• Wrote functional specifications to translate client request for technical team• Quality checked all lists prior to shipment• Provided input to all model creation and implementation for clients• Managed contractual requirements for new clients• Monitored all client utilization of credit bureau data per FCRA regulations

• 

  Tufts Health Plan/Secure Horizons

  • Senior Capitation Analyst

    • Sep 1999 - May 2000

    Primary contact with DIAMOND software vendor during application upgrade• Designed business configuration• Conducted beta testing• Analyzed and performed quality control on beta capitation systemSupervised and provided training to other Capitation Analysts• Developed training program for all new analysts• Wrote training manual for department

  • Capitation Analyst

    • May 1998 - Sep 1999

    Monitored and maintained financial data• Performed detailed QC to ensure accurate provider reimbursement• Researched and resolved any discrepancies reported by providers• Managed monthly capitation payments to Secure Horizon providers• Presented several interdepartmental presentations• Chaired work flow meeting to increase communication between 8 departments• Contributed to quarterly company newsletter

• 

  Oxford Health Plans

  • Claims Auditor

    • Aug 1996 - Jun 1997

    Audited all claims processed by company• Possessed complete knowledge of all claims processing and reprocessing for anyplan provided by company• Prevented financial loss for company through detailed quality control

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  Oxford Heath Plans

  • Customer Service Representative

    • May 1995 - Aug 1996

    Handled all phone calls made into Oxford Health Plan from members and providersregarding claims, benefits, billing, or any other general inquiriesClaims processor• Processed all claims sent by providers, facilities, dme suppliers, etc.