Implementation Manager

• Apr 2023 - Present

Senior Project Manager, Strategic Accounts

• Aug 2022 - Mar 2023

* Project Management Office (PMO) Establishment & Continuous Process Improvements: Lead the establishment of a mature Project Management Office (PMO) and effective governance structure for the client. Authored a program redesign initiative to remediate initial poor performance and improve coordination of individual work streams (company, customer, business partners) to remove variance in project outcomes; resulting in a 31% increase in user adoption KPI and a 38% reduction in churn rate. * Requirements Elicitation & Cross-Functional Creative Solutioning: Worked with our largest lighthouse customer to launch a new vertical; Extensive requirements gathering and cross-functional collaboration with Executive Leadership, Technical Services & Product to ensure the Voice of the Customer (VOC) was the central focus of enhancements to the software and Customer Journey. Developed and fostered strong relationships with client stakeholders to understand their business processes, strategies, and end-user capabilities to ideate creative solutions necessary to maintain critical business operations until product/service gaps were resolved. Researched legacy system functionality to provide gap analysis between minimum viable product (MVP) and desired future state to serve as a proxy for customer-driven feature requests & iterative process engineering improvements.* Change Management & Leadership: Established & facilitated user community forums to build a change agent network, and define benefits realization statements and other mechanisms to reinforce post-go-live adoption, standardization of system design, and compliance with workflow best practices across the franchisee network. With the departure of our Director; stepped into a team leader role for other PMs in the program. Show less

Project Manager, Strategic Accounts

• Jul 2021 - Aug 2022

* SaaS Implementation Project Management & Process Engineer:Project management & change management lead for overlapping customer implementations of various business sizes, requirement complexity, and industries onto our enterprise POS/CRM platform. Delivered power-user & end-user training daily. Requirements gathering & gap analysis. Core professional services provided to customers also included end-to-end process engineering, value stream mapping, systems integration/interoperability compliance, and data migration. * Enterprise Software System Integration Documentation: Due to the new vertical’s business process complexity & fundamental reliance on integrating with between 4-12 third party systems; Translated disparate sources of technical documentation into process & data flow tools for end-user & support agent comprehension. Led alpha testing activities with pilot client accounts to validate new features prior to scaling. Served as primary contact for API-related failure points. Show less

Senior Consultant - Change Management

• May 2021 - Jul 2021

Change management and project management lead engaged in different types of business consulting and technology projects ranging from organization and process reviews to IT strategies through implementation of technology solutions and/or recommendations. Contributing to consulting projects ranging from the formulation and analysis of business, process, and organizational strategies through the implementation of recommendations, PMO establishment, and methodology enhancements. Managing teams through client facing activities such as requirements gathering, stakeholder workshops, and deliverable review/approval sessions. Building and managing project plans and reporting status to internal teams and clients. Show less

Organizational Change Management – Change Readiness Consultant

• Nov 2019 - Apr 2021

Executing change management strategies, ranging from short strategic engagements to large transformational initiatives, supporting a tier-1-scale Enterprise Resource Planning (E.R.P.) implementation encompassing over sixty clients/instances, subject to centralized governance and decision making. • Acting as the primary point of client contact, driving day-to-day client engagement and adoption of products, and handling escalations as needed • Assisting in the formation and management of change champion networks in client organizations • Facilitating the alignment of stakeholders to develop future state vision/value definitions • Developing and maintaining a strong relationships with clients to understand their business processes, strategies, and challenges • Advocating for cross-functional collaboration with the centralized governance organization and client organizations in order to provide necessary implementation and post-go-live support • Defining and maintaining implementation readiness checklist and associated key performance indicators necessary for the client’s success • Ensuring end-user readiness through checklists and other tools/templates • Monitoring and tracking readiness progress and completion of readiness checklist items • Providing monthly reporting to senior management on client’s readiness status • Anticipating clients’ needs and proactively reaching out to discuss opportunities that may help client achieve their goals • Preparing for and running regular check-ins and ad hoc meetings with client • Designing, developing, delivering and managing multi-channel communications Show less

Associate Project Manager - Strategic Accounts

• Oct 2018 - Nov 2019

* Implementation Leadership & Customer Relationship Management: Served as the primary point of contact during a customer’s implementation process. Ensured positive customer experience from sign-up to success transition, facilitating organizational objectives of strategic partnership growth. Oversaw customers’ account configuration to ensure optimal product usage and streamlined workflows. Provided on-going coaching and training sessions for customers on product and industry best practices. * Project Management & Continuous Project Methodology Improvements: Coordinated and executed customers’ data migrations, initial trainings, and third-party integrations. Identified areas for improvement in the customer experience both from a product and process perspective. Show less

Implementation Consultant

• Oct 2014 - Sep 2018

• Financial Functional Lead & Subject Matter Expert: Provided consultation on 29 client implementations, including being the lead consultant on a $33M implementation project with the 36th largest city in the U.S. My areas of functional expertise include: general ledger & Chart of Accounts design, procure-to-pay, project reporting/ledger (subsidiary ledger), capital assets, budget development, report customization, treasury management, accounts receivable & general billing, role design & user permissions, internal controls. • Business Process Modeling & Analysis: Conducted elicitation efforts with stakeholders using collaborative techniques. Lead current state, future state, and gaps analysis meetings. Developed process flow and data flow diagrams to facilitate change management and validate stakeholder requirements. • Business Application Prototyping: Extracted & defined client requirements for product enhancement requests (i.e. modifications). Acted as a liaison between our development staff and clients to iteratively verify & redefine proposed design configuration, including personal input to optimize user experience. • Documentation Development: Developed procedural documentation to facilitate knowledge transfer. • Conversions & External System Integrations: Conducted mapping of legacy system data, to corresponding Munis fields, and conversion proofing for: customer, AP invoice, GB invoice, vendor, historical budget and actuals, COA, and project ledger. Lead efforts to integrate external systems both through real-time, API integrations, as well as nightly import files, with an emphasis on maintaining financial/general ledger integrity & accurate reconciliations between Munis and the shadow system(s). Steered export/import integrations between the ERP & client’s banks, including using BAI files, for streamlined bank reconciliations. • Power & End User Training: Lead end user and power user trainings on new software and procedures. Show less

Integration/IT Coordinator

• Aug 2013 - Oct 2014

• Project Management: Spearheaded the integration of the legacy case management information system (C.M.I.S.) into a new platform. • Process Improvement Analysis: Collaborated with stakeholders to leverage the capabilities of the new information system to automate existing manual processes, eliminate employee task duplication, improve the organization’s performance in meeting industry best practices and key client metrics (improved from 75-78% to 97-99%) driving revenue growth, and streamline the workflow of users within the C.M.I.S. • Report Development: Created new & modified existing reports produced from the C.M.I.S. to facilitate case-prioritization and identify missing data which would result in noncompliance with client specifications. Show less

Assistant Project Manager, E.R.P. Conversion Project

• Jan 2013 - Aug 2013

* Data Collection, Cleansing, & Conversion: Compiling data from various sources within the organization, condensing based on relevance and operational necessity, re-formatting for importing or manual entry. * Enterprise Content Management: Methodically storing and indexing product documentation previously held solely within the prior E.R.P. System into a well-organized system necessary to meet legal requirements. * Troubleshooting: Identifying & investigating issues during alpha testing phase that would affect referential integrity or otherwise disrupt operations post go-live date. Mitigating issues through collaboration with the Project Manager & other stakeholders to understand current workflows & how E.R.P. vendor must customize the system. * End-User Training: Developing procedural manuals & assisting in employee comprehension of the new system Show less

Associate Consultant

• Sep 2012 - Dec 2012

* Proposal Development & RFP Evaluation: Prepared vendor due diligence assessment, based off RFPs, for client deliberation. Generated reports on potential vendors for client suitability. Produced proposals for departmental services. * HIPAA Policy Composition: Composed HIPAA Policy addressing Security & Privacy Rule requirements for payer entity. * SOC Analysis: Examined client’s internal control activities & objectives, contributing to SOC 1 & SOC 2 Reports. * Proposal Development & RFP Evaluation: Prepared vendor due diligence assessment, based off RFPs, for client deliberation. Generated reports on potential vendors for client suitability. Produced proposals for departmental services. * HIPAA Policy Composition: Composed HIPAA Policy addressing Security & Privacy Rule requirements for payer entity. * SOC Analysis: Examined client’s internal control activities & objectives, contributing to SOC 1 & SOC 2 Reports.

Documentation Specialist

• Feb 2012 - Mar 2012

* Process Mapping: Created multifaceted, organization-wide process flow diagram covering all aspects of company’s growth operations. Actively participated in project team meetings to establish and define authority & business responsibility of recently created positions. * Process Mapping: Created multifaceted, organization-wide process flow diagram covering all aspects of company’s growth operations. Actively participated in project team meetings to establish and define authority & business responsibility of recently created positions.

Logistics Intern

• May 2011 - Dec 2011

* Safety Stock Analysis: Analyzed historical sales & production usage by item to evaluate the necessity of safety stock levels. * Process Analysis: Lead process redesign project. Developed, validated & clarified existing process documents for process replication at a non-English speaking facility. * Value Chain Evaluation: Produced reports analyzing landing fee costs, shipping time frames & reliability comparing previous airfreight provider and low cost alternative. Generated preferred supplier assessment reports. Show less

Logistics Coordinator

• Mar 2010 - Jan 2011

* Operational Authority: Planned, organized & prepared shipment of materials imperative for successful administration of 220+ training courses. Maintained company inventory records. Performed sales order fulfillment & executed billing transactions. Statistically analyzed previous course demand history to augment purchasing efficiency. * Process Improvement Procedures: Streamlined operations/ implemented countermeasures accountable for $5000-10,000 annual cost reductions. * Data Entry & Database Management: Documented pertinent data, updated company records in logistical oriented database (Access), detailed shipment specifications. * Clerical: Maintained office email account & phone line. Proactive correspondence with various stakeholders to communicate pertinent operational information. Presided over physical & electronic filing systems. Show less

Office Assistant

• Dec 2009 - Mar 2010

*Data Entry: Entered lead information into analysis software. Manipulated data to produce an accurate Good Faith Estimate. Documented personal assets of loan applicants into company's analysis software. * Clerical: Filing, Mailing, Organizing Loan Application Paperwork, Scanning, Printing, Copying, Faxing * Phone: Contacting leads to verify information, following up on application status' & calling cold leads to gauge potential interest months after initial contact. *Data Entry: Entered lead information into analysis software. Manipulated data to produce an accurate Good Faith Estimate. Documented personal assets of loan applicants into company's analysis software. * Clerical: Filing, Mailing, Organizing Loan Application Paperwork, Scanning, Printing, Copying, Faxing * Phone: Contacting leads to verify information, following up on application status' & calling cold leads to gauge potential interest months after initial contact.