Implementation Consultant

Led end-to-end technology operations and implementation projects for a global workforce of more than 20,000 employees. Managed initiatives from use-case identification and stakeholder alignment through final rollout.

Owned an enterprise AI-powered chatbot pilot, including proof-of-concept planning, UAT, cross-functional communications, and change management. Unified fragmented project workflows in Monday.com, created SOPs and enablement sessions that achieved 93% adoption within 30 days, and led an API integration expected to reduce manual effort by 67%.

Managed a portfolio of more than 40 concurrent public safety SaaS implementations, ranging from volunteer departments to county-wide deployments. Owned delivery from customer discovery and project planning through go-live, cutover, and handoff to Support and Customer Success.

Assessed customer data sources, records systems, permissions, identity setup, and integration requirements to create deployment plans. Managed CAD dispatch and mapping-platform integrations, resolved connectivity and data-exchange issues, trained administrators, and developed reusable playbooks, workflow maps, and internal wikis while mentoring new Implementation Managers.

Served as the first dedicated implementation hire at a pre-Series A company. Delivered custom technical implementations involving Shopify configuration, ERP and inventory system integrations, and bulk data-ingestion workflows.

Facilitated a productization working group with company founders, engineering leadership, and product leadership to establish the first customer-tiering system and implementation playbooks for SMB, mid-market, and enterprise customers. Administered Slack and built Typeform-to-Slack survey feeds and operational automations.

Managed a portfolio of more than 20 enterprise higher-education implementations as the primary customer contact from kickoff through go-live. Coordinated with university IT teams on identity, data, security, and integration requirements.

Planned and executed legacy CRM migrations from Blackbaud and Ellucian, including data validation, field mapping, transformation, CSV cleanup, and imports. Managed REST API, SFTP, and SAML integrations; selected and migrated implementation tooling to GuideCX; and created self-service onboarding resources and in-app flows through EverTrue University and Appcues.

Provided front-line phone, email, and chat support for a property management SaaS platform, assisting more than 25 customers daily. Guided property managers, landlords, and real estate professionals through product and configuration issues.

Used Zendesk to triage complex questions related to listing syncs, owner and tenant portals, accounts receivable, tenant ledgers, leases, and contact records. Routed defects to Product and Engineering and contributed customer insights through a Voice of Customer program.

Served as President of the Board of Directors for the Public Higher Education Network of Massachusetts.

Provided volunteer organizational leadership and board-level oversight in support of public higher education.

Bachelor's Degree in Psychology.