Experience

Bold Group
• United States
• Software Development
• 1 - 100 Employee
• Senior Project Manager

  • Nov 2021 - Present


ECI Software Solutions

• United States
• Software Development
• 700 & Above Employee

• Director of Professional Services Operations and Partner Services

  • Jan 2021 - Nov 2021

  In addition to the Services Partner Manager role, mange operational process consolidation, changes, and project for the Professional Services group. Including internal application upgrades and reimplementation and team Knowledgebase search and development. Develop and maintain monthly operating reports.

• Director of PMO and Partner Services

  • May 2020 - Nov 2021

  In addition to the Services Partner role, oversee the Project Management Office for 4 product lines. Using both employee and contractor Project Managers (7) and schedulers (4) to drive Implementation, Upgrade, from initial kick off through Go Live and Graduation, as well as After Market, and Walk In services delivery scheduling. Project Management revenue forecasting and KPI reporting.

• Services Partner Manager

  • Oct 2018 - Nov 2021

  As Services Partner Manager, Jackie Koenig developed and manages the policies and procedures for the use of Independent Contractors and Authorized Services Partners, recruits and on boards partners, and manages the day to day needs of the partner and ECI business needs in relation to the partners. ► Developed and maintain company policies for recruiting, onboarding, training, and managing Independent Services Contractor Partners► Developed and maintain company polices for the management of Authorized Services Partners ► Recruit/onboard Independent Services Partners ensuring staffing levels maintained► Monitor partner margins and provide feedback to management team to improve margins► Negotiate contracts ensuring profitable margins and effective partnerships► Coach team members on guidelines/policies for using partners► Oversee 90 Independent Contractors and 18 Authorized Services Partners► Manage process improvement projects to enhance the use of partners and other business areas Show less

• Project Manager

  • Sep 2017 - Sep 2018

  The ECi Software Solutions family of companies provides business and e-commerce solutions, offering on-premise and cloud-based technologies. For 30+ years, ECi companies have served the manufacturing, office supplies, service technology, contract office furniture, lumber and building materials, hardware and jan/san sectors. As a Project Manager / Maintenance Renewal Manager, Jackie Koenig coordinates master project plans, organizing management team meetings and documenting decisions on project priorities and risks to ensure all projects support the business strategy for this cloud-based enterprise software company serving SMBs. Develop and execute project plans in collaboration with the team to ensure individual task completion and risk management. Advise transitional teams to provide input on test plans, processing, and testing business applications during parent company transition. ► Orchestrating cross-departmental projects delivering 6 – 12 open projects running concurrently► Managed project for new product launch scheduled for August 2018 ► Worked with vendors to ensure compatibility with the product launch, price changes, and contract revisions► Drove project to deliver a user conference for 100 attendees, 23 employees, 4 consultants, 5 business partners, and parent company guests generating $53K in revenue ► Led management team in project prioritization discussions and vetted all proposed projects against business goals to support short and long-term business goals ► Coached department managers on the business system, administrative support methods, and employee management techniques► Reduced maintenance risk with an attrition rate to 3.9% compared to a budget of 6.9% ► Mentored maintenance representative to earn Impact Award for revenue retention Show less



Exact

• United States
• Technology, Information and Internet
• 1 - 100 Employee

• Project Manager

  • Jul 2015 - Sep 2017

  Exact, aquired by ECi Software Solutions in September of 2017, builds cloud business software for SMEs and their accountants. Exact was a global player with 400,000+ customers and 1,400 employees in 14 countries.As a Project Manager / Maintenance Renewal Manager for Exact, aquired by ECi Software Solutions, Jackie Koenig established consistent project management and deployment of cross-departmental projects to improve team focus and ensure timely completion of this international software company with revenues of $250M+, serving the SMB manufacturing and distribution sectors. Deployed project management tools and procedures to achieve business plan objectives, including customer lifecycle management (CLM), risk management, new product launches, training, internal business system changes/updates, customer contract changes, vendor reviews, and the MAX Spark user conference. Mobilized vendor management and new product item maintenance. ► Pioneered master project planning and tracking process allowing management team full visibility of existing projects, scope, timeline, and responsibilities where none existed► Authored and executed plans, specifications, and release content for 6-12 concurrent projects► Led management team in project prioritization to support short and long-term business goals ► Developed vetting process for new 3rd-party development partners to reduce new product time to market by 30% and ensure new product fit within the portfolio and technical compatibility ► United team in CLM review to ensure positive customer experience► Created customer portfolio management work streams for Account Management team to schedule ongoing communication through contact and CLM► Managed the maintenance risk with a churn result consistently under budget with 2015 and 2017 significantly below budget earning a 200% company bonus payout Show less

• Director Customer Support

  • Jun 2002 - Jul 2015

  As a Director of Customer Technical Support / Maintenance Renewal for Exact, Jackie Koenig propelled the hiring, training, and performance appraisals of the Technical Support team. All members earned Above and Beyond Achievement Awards. Oversaw $4M maintenance revenue stream and annual budget providing forecasts and work stream improvements to lower churn rate and achieve below budget numbers; last 3 years significantly below budget. ► Expanded second line and follow-up for support representatives in CA, TX, OH, NJ, MN, AZ, and CAN► Upgraded renewal tracking from Excel spreadsheet to automated work streams and template activities resulting in churn (customer loss) target results reduced by 40%► Streamlined web response system allowing agents reducing first response to under 1 hour and resolve issues within 24 hours► Created customer portal support ticket request allowing customers to submit requests online reducing manual entry and driving 95% of activity to the portal► Ignited Quality Control team in CA during transition co-authoring product enhancement and bug process improvement; mobilized Professional Services team of 8 during a transition, creating procedures for customer authorizing services time► Assisted Development team with product documentation and testing for all releases► Aligned 2 Reseller customer maintenance contracts working with General Manager► Corporate information systems power user Show less



Kewill

• United Kingdom
• Transportation, Logistics, Supply Chain and Storage
• 100 - 200 Employee

• Team Lead

  • Jan 2000 - Jun 2002

  A worldwide leader in logistics software, Kewill, a Francisco Partners portfolio company, empowers organizations to efficiently MOVE goods and information across the global supply chain. Kewill supports supply chain execution activities for 7,500 companies in over 100 countries. As a Team Lead Customer Technical Support for Kewill, Jackie Koenig joined as Support Representative and promoted based on merit to Team Lead Customer Support after assisting Professional Services representative from MAX. ► Supervised and coached a team of 3 representatives in Minnesota ► Developed self-help site of 6,686 articles to provide access 24/7, reducing customer request by 30% ► Technical analysis and follow-up on team escalations and customer surveys Show less