Project/Product Implementation Manager

Customer Advocacy and Product Management
• Advocated for customers’ needs by collaborating with developers, driving customer-centric updates, and discouraging features that could frustrate users.
• Orchestrated the successful roll-out of updated Accounts Payable software to all clients, involving training material creation, scheduling cutover dates, and hosting informative webinars.
• Originated a critical Project/Product Management role in partnership with a major Budgeting/Forecasting vendor, specializing in dual client onboarding, support, and intercompany communication of development requirements.

Support Team Management
• Led a Support Agent team, overseeing escalated tickets and creating training strategies for quicker issue resolution.
• Introduced process enhancements, including customer satisfaction surveys, automated ticket handling, and embedded knowledge base resources to improve support outcomes.

User-Centric Innovation
• Created a User Group to extract insights from super users, facilitating direct dialogues with the CTO to revamp application design.
• Coordinated post-release customer engagement to gather feedback, create user stories, and establish roadmaps for future updates, while also troubleshooting and relaying issues to developers.

Process Optimization and Quality Assurance
• Revamped release processes, instituting well-defined timelines that enabled thorough testing and development phases reducing post-release support issues.
• Directed comprehensive QA testing, including all-hands stress tests and created detailed plans, substantially reducing the occurrence of user-facing bugs.

UI/UX and Training Initiatives
• Led a team in designing a user-friendly interface and workflow for upcoming development.
• Created, maintained, and updated documentation for all applications.
• Pioneered a video-based Learning Management System (LMS) to enhance customer training, encompassing course layout planning, script writing, video recording, and knowledge sharing.

Global Representation and Cultural Enrichment
• Represented the company internationally and domestically, conducting client training and representing the company at Trade Shows.
• Spearheaded positive cultural shifts within the organization, including non-Christian religious holiday recognition, company-subsidized LinkedIn Learning courses, and more efficient meeting structures.