Director, Customer Success Operations

• Aug 2023 - Present

Director, Customer Delivery Operations

• Nov 2021 - Aug 2023

Created process to manage our Professional Services bonus program including working with Accounting to ensure timely pay outs Managed monthly forecasting for all existing clients to ensure proper staffing Lead and manage Sureify's Portfolio Management process Acted as our company JIRA Administrator

Senior Delivery Manager

• Mar 2020 - Nov 2021

Implementation Lead

• Aug 2019 - Mar 2020

Utilized effective communication strategies to serve as Project Manager and Scrum Master for four offshore development teams. Streamlined time tracking by replacing the existing method with Clockwork, which is integrated with JIRA. Developed a new organization-wide Release Strategy detailing standard practices, scheduling and labeling to be used within JIRA.

Technical Project Manager

• Mar 2019 - Jul 2019

• Managed external client relationships including weekly sync and backlog grooming sessions. • Implemented JIRA as the new project management tool and migrated all development processes to the new platform, including time tracking. • Created scope documents for new features as well as defects and documented software in Confluence. • Managed external client relationships including weekly sync and backlog grooming sessions. • Implemented JIRA as the new project management tool and migrated all development processes to the new platform, including time tracking. • Created scope documents for new features as well as defects and documented software in Confluence.

Development Project Manager

• Oct 2017 - Mar 2019

• Streamlined communication with stakeholders by replacing bi-weekly meetings with email project status updates. • Developed a new organization-wide JIRA Guidelines document detailing standard practices, templates, and labels to be used within JIRA. • Consolidated the monthly sprint planning sessions into a Quarterly Planning strategy according to the Agile Product Roadmap set forth by leadership. • Utilized effective communication strategies to serve as Project Manager and Scrum… Show more • Streamlined communication with stakeholders by replacing bi-weekly meetings with email project status updates. • Developed a new organization-wide JIRA Guidelines document detailing standard practices, templates, and labels to be used within JIRA. • Consolidated the monthly sprint planning sessions into a Quarterly Planning strategy according to the Agile Product Roadmap set forth by leadership. • Utilized effective communication strategies to serve as Project Manager and Scrum Master for four development teams, including a 100% remote team.

Technical Project Manager

• Apr 2015 - Sep 2017

• Utilize my technical knowledge to ensure project deliverables are completed on-time with zero defects • Ensures client commitments are consistently met • Manages multiple, specific projects that have a distinct beginning and end • Provides timely and on-going communication to appropriate stakeholders • Utilizes technical knowledge to monitor and report project and/or team performance against business unit goals and objectives

Product Release Manager

• Aug 2014 - Apr 2015

• Implemented a brand new product release process which includes scoping, sizing, development, QA testing, and stage testing prior to deployments • Conducts daily meeting with development managers to ensure project is on time • Responsible for stack ranking features/bugs according to priority and determining who best to complete each item • Ensuring each developer is fully and properly utilized by maintaining a resource allocation chart for each iteration • Responsible for… Show more • Implemented a brand new product release process which includes scoping, sizing, development, QA testing, and stage testing prior to deployments • Conducts daily meeting with development managers to ensure project is on time • Responsible for stack ranking features/bugs according to priority and determining who best to complete each item • Ensuring each developer is fully and properly utilized by maintaining a resource allocation chart for each iteration • Responsible for disseminating information to the CEO/CTO regarding at risk features as well as managing the Release Calendar to keep the Account Management team abreast of when releases are scheduled and what they will contain

Senior Account Manager

• Sep 2013 - Jul 2014

• Manage several Fortune 1000 clients with yearly revenue exceeding $600k • Administer training sessions via WebEx of the Expion Social Relationship Management software • Responsible for documenting software defects on behalf of the client in Salesforce • Onboard new clients by configuring Expion to meet their specific needs

Operations Team Lead

• Apr 2010 - Sep 2013

• Managed a team of five account managers ensuring that point of sale data is loaded and cleaned in accordance with project specifications • Headed development projects resulting in $1.4 million dollars annual profit for the company • Gained valuable new opportunities for the organization with responses to RFPs and Business Change documents • Attained highest marks in the company’s client satisfaction survey twice in one year • Conducted training sessions via WebEx for new clients… Show more • Managed a team of five account managers ensuring that point of sale data is loaded and cleaned in accordance with project specifications • Headed development projects resulting in $1.4 million dollars annual profit for the company • Gained valuable new opportunities for the organization with responses to RFPs and Business Change documents • Attained highest marks in the company’s client satisfaction survey twice in one year • Conducted training sessions via WebEx for new clients as well as ongoing training sessions • Tasked with signing off on new development before it goes to production • Vice Chair of the AgGateway Annual Conference Committee

Market Research Software Account Manager

• Apr 2006 - Apr 2010

• Forged positive relationships with clients on over 80 accounts. • Adapted to fill a variety of roles as needed, including data analyst, test analyst, and project manager. • Collaborated with a team to ensure company metrics were met monthly.

AgriMine Account Manager

• Apr 2005 - Apr 2006