As a Manager, Implementation Services at Sprinklr, I direct a cross-functional team of 9 consultants who deliver high-quality platform implementations and customer journey mapping for clients across various industries and products. I have an MBA from the University of Georgia and multiple certifications in Sprinklr and Google Ads, and have extensive product knowledge in Salesforce Marketing Cloud, JIRA, ServiceNow, Confluence, and FinancialForce (Certinia).
With 10 years of experience in implementation, program management, and learning and enablement, I excel in delivering SaaS and digital transformation solutions, creating and delivering enablement documentation and training, coaching and mentoring teams, overseeing and mitigating client escalations and risk, leading internal staffing processes, and fostering change management strategies. I have excelled in operationalize key processes and strategies for cross-functional teams including Product, Customer Success, Sales, Training and Enablement, and Project Management. My goal is to improve delivery and time to value, and to support technology deployments both internally and externally.
Directed cross-functional team of 9 Implementation Consultants, coaching and evaluating delivery and individual goals while overseeing and mitigating account risk and client escalations, attributing to roughly 80% on-time project closure.
Led internal staffing processes and improvements to decrease staffing time by 53%.
Maintained services utilization and provisioning processes to improve client delivery and time to value, improving client time to value by 2 weeks on average.
Operationalized key processes and strategy specific to product success enablement, customer journey mapping, go-to-market (GTM) planning for new product features, revenue recognition, Implementation Handbooks, and Project Management alignment.
Accelerated employee onboarding time by 33% by creating a new hire enablement program, developing content focused on product training and foundational consulting skills.
Chaired voice of customer (VOC) satisfaction program to bridge key operational gaps specific to CSAT feedback programs, increasing overall collection score to 80%, creating survey content and automation, segmenting feedback by people, process, and product to improve improvement opportunities.
Created and improved existing Sales to Services processes, advising Sales Organization on product capabilities, scoping, enablement documentation, and risk mitigation for new opportunities.
Conducted monthly root cause analysis of Product Support tickets to adapt ongoing product training, reducing team support ticket volume by 24%.
Led biweekly Services Services Skills Session program, developing and coordinating product and educational content to improve client and product delivery, conducting 36 sessions in an 18-month span.
Pioneered cross-functional and concurrent digital transformation projects for over 40 GSA and Large Enterprise clients by translating business requirements into customer experience solutions.
Created and facilitated client and product specific training and onboarding programs increasing product adoption, successfully converting 16 account upsells by creating long-term solution mapping for additional Sprinklr products.
Instituted Services team product knowledge by partnering cross-functionally with Product and Enablement teams to launch GTM programs for Distributed and Care product features.
Maintained 8.9 Customer Happiness score (out of 10) and 93% utilization rate.
Partnered with Engineering teams to improve Sprinklr AI feedback for Engagement and Care products by forming client recommendations to reduce noise in engagement and care processes, improving response SLAs.
Led mobile program implementations and account strategy for 20 clients, developing over 40 mobile marketing programs, increasing mobile messaging traffic, consumer opt-in volume, and engagement rates.
Spearheaded GTM program launch of campaign management platform to Vivial parent company clients by developing training and enablement content, onboarding of account teams, training, and program implementation to increase client adoption of mGage platform capabilities.
Launched solutions capabilities for newly launched Rich Communication Services (RCS) technology by developing sales enablement content and pilot technology.
Administered Sprinklr CXM program execution, including platform configuration and strategy, vendor relationship, onboarding for 50 users, and enterprise playbooks.
Developed and led Social Business program and enablement to improve consumer experience across internal lines of business, including launch of client response pilot for external partners.
Initiated and implemented customer care case management strategy by developing user workflows, platform automation, and SLA reporting to increase brand response time and resolution by 26%.
Partnered internally to produce a new Assurant website, executing creation and analysis of site content, audience targeting, multivariate testing, and omnichannel advertising strategy, examining site performance to optimize customer journeys.
Oversaw Ratings and Reviews program specific to Assurant TrustPilot implementation and Amazon seller performance to improve quality of mobile warranty program.
Owned campaign performance reporting program, collaborating with Creative and Technical teams to circulate performance feedback, increasing client performance through analysis of ad-serving metrics specific to click-through (CTR), interaction (ITR), and media performance rates.
Created quarterly sales enablement reporting of industry and vertical benchmark reporting to materialize sales opportunities by providing recommendations focused on top-performing sites, content, and ad formats.
Developed and maintained A/B testing strategies to include deployments of multivariate testing for campaigns that focused on ad format, partnership sites, and landing page opportunities to improve critical KPI performance on publisher sites.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success.
Resourceful Engineering Program professional with a strong emphasis on cloud security and integration. Proven experience in building and nurturing stakeholder relationships, leading diverse projects, and driving solutions that exceed client expectations.
In my first 3 months at Dupont Practice Management, I developed a system to take insurance claims rejections down from 151 to less than 15. This was sustainable and rejection numbers remain below 15 currently.
I am a dynamic and results-oriented professional with a strong background in project management, client success, and technical analysis. Holding a Bachelor of Arts and Science from the University of Ottawa.
