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Work Background
HireVueCustomer Program Manager
Oct. 2023• Guide a cross functional team of leaders to develop an operational framework for promoting customers to our next generation platform. • Lead internal enablement on promotion process and roadmap • Identify risks and request utilities/tools from product/engineering to mitigate • Solution for technical/complex customer needs in promotion • Track all metrics, usage for reporting purposes and proven return on investment
Modern HireManager, Delivery Project Management
Mar. 2022United States• Managed and trained five Delivery Project Managers on product, implementation resource planning, project plans/timelines and customer care • Implemented templates, procedures, and guidelines for our Speed to Value implementation initiative • Consulted with product management and integration architects to roadmap positive product enhancements that benefited our clients and all our implementation resources
Modern HireDelivery Project Manager
Jun. 2020 - Mar. 2022• Managed complex client implementation projects from kickoff to go-live; projects included job analysis questionnaires, pre-configured assessments, contextualization, application configuration, branding, technical specs, integrations (ATS, SSO, Outlook Sync), and training • Listened and understood client use case; offered guidance and best practices in application content/build to meet and surpass ROI goals • Lead assigned implementation team and scheduled all meetings to drive completion of project milestones/tasks • Coordinated and participated in application tracking system integration testing • Trained internal Science Project Managers on our SAAS delivery methods and protocols • Employed all company approved software to organize and track project progress (Salesforce, Cloud Coach, SharePoint, Teams, PowerPoint, Excel, Newman, DataDog)
Energy Experts InternationalSenior Business Analyst
Jun. 2019 - Jun. 2020• Designed a secure method to assign fire rebuild jobs from PG&E to electric contractors using approved PG&E file transfer and collaboration software • Established procedures and conventions to make job assignment, tracking and storage accurate and consistent • Trained all managers, job owners and end users and drafted quick start user guides for reference • Tracked metrics, usage for reporting purposes and proven return on investment
HappyOrNot Ltd.Sr. Manager, Customer Success, Americas
Aug. 2018 - Jan. 2019• Leading role on West Coast team with high profile stadium and high-tech clients • Composed Success Team’s stadium playbook and Pilot Success metrics from scratch • America’s Customer Success leader on internal Gainsight implementation team • Mentored inside Customer Success associates on a weekly basis
OracleSr. Principal Customer Success Manager - Cloud Applications
Apr. 2016 - Aug. 2018• Oracle Q3 FY17 PaceSetter Award Recipient – Leader in Customer Success • Safeguarded renewals and encouraged expansions by increasing Enterprise customer satisfaction, adoption, and usage • Guided customers, partners and internal teams from pre-sales through go-live • Served as a trusted Oracle team member on customer implementation PMO teams • Trained Enterprise customers on current best practices to deploy and adopt their Cloud Applications successfully • Drove Quarterly Business Reviews analyzing usage trends and ROI and mapping business/IT stakeholder goals with SAAS solutions • Collaborated with product management to understand customer product feature requests/needs • Advocated internally and lead customer through product/support roadblocks and escalations
InforManager, Customer Success HCM
Dec. 2014 - Apr. 2016• Managed team of 5-8 Customer Success Managers within the HRSD group • Drove processes and procedures to facilitate high client retention, satisfaction and success • Mentored Customer Success Managers on project management and client relationship skills • Developed multi-level relationships within client organizations • Advised Customer Success Managers and clients through escalations • Participated in regular Executive Account Review meetings with elite global clients • Partnered with others in the organization to identify and refine product strategies including new features and technologies
InforManager, Learning & Development SAAS
Oct. 2012 - Dec. 2014• Trained U.S. and Manila based Customer Success Managers and Business Consultants on the four HRSD products; this included user experience, features and functions, configuration, break / fix troubleshooting, and advising clients of best practice usage • Designed and updated internal training SharePoint site for the HRSD CSM team • Participated in development summits and suggested tools/features for future releases • Reviewed and approved new functionality in quarterly Product Release meetings • Resolved complex issues in a client sites through troubleshooting; often used the experience as a teaching tool for CSMs and Business Consultants
InforSenior Customer Success Manager SAAS
Jun. 2009 - Sep. 2012• Drove multifaceted client projects from concept to completion using strong project management and resource coordination skills (SSO and import/export integrations, application redesign, rebranding) • Managed complex multi-product clients serving (30K-200K lives) in post go-live, ongoing product maintenance • Built strong relationships with POCs, SMEs, and Executive level contacts ensuring their trust with my advocacy • Developed a deep understanding of client business goals and configured the products continuously to meet them • Worked closely with Developers and Business Consultants to successfully meet client deliverables on a regular basis • Directed client initiatives to update products with annual enrollment, benefit content, and policy changes often coordinating with benefit brokers, vendors, and carriers • Promoted and upsold company offerings to extend the usage of total product suite among client base • Imparted best practices regarding full suite of HRSD products with clients and peers
Agilent TechnologiesEA Human Resources
Apr. 2006 - Apr. 2009
Oculus Innovative SciencesDirector of Human Resources
Sep. 2003 - Apr. 2006
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