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Skills

  • Staff management
  • Communications
  • Problem resolution
  • Process improvement
  • Team building
  • Client feedback loop implementation
  • Operational improvement
  • Annual Recurring Revenue (ARR) Growth
  • Operations management
  • Portfolio Management

Work Experiences

  • Analyzed product usage data, presenting findings that resulted in a 25% upgrade conversion from free to paid clients.
  • Achieved support resolution within 6 months.
  • Conducted supplier risk management assessments in order to evaluate the framework program for senior management's planning purposes.
  • Built executive-level presentations to communicate progress, risks, and successes, resulting in increased visibility and executive sponsorship.
  • Reduced workflow inconsistencies by recruiting and hiring capable employees.
  • Built strong relationships with customers.
  • Collaborated with marketing to design and launch go-to-market strategies that expanded client user base by 84% over 18 months.
  • Achieved a 64% upgrade conversion from free to paid clients.
  • Devised, implemented, and tracked processes to improve long-term business success and profit margins by 3%.
  • Achieved cost savings of $6.

Summaries

  • Results-oriented, goal-oriented, and looking to apply my experience to the role of Software Client Leader.
  • Achieved a 66% improvement in performance.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Multi-tasking manager with a reputation for fostering a positive work environment and high-performing teams.
  • Achieved a 36% reduction in defect reports.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Direct Software Client Leader with 14 years of industry experience in Miscellaneous.
  • Achieved a 26% reduction in software defect rates.
  • Software Client Leader is a multi-talented Software Client Leader who is consistently rewarded for planning and operational improvements.
  • Mentoring and challenging team members to meet and exceed company goals is something I'm passionate about.

Accomplishments

  • Achieved a 51% budget savings by integrating automation tools in project management for customer onboarding and software implementation.
  • Optimized end-user adoption rates by 73% post-launch through targeted training sessions and personalized support solutions.
  • Worked with Tableau to create a proof of concept aimed at increasing efficiency, securing a new $3 contract with method.
  • Designed and delivered custom software training sessions for 3 end-users, significantly improving team utilization and reducing training costs by 50%.
  • Led the deployment of Power BI for key clients, which increased system uptime by 69% and decreased operational costs by $9.
  • Collaborated with team of 3 in the development of program.
  • Played a key role in securing a $17 enterprise-wide software upgrade, negotiating favorable terms for both client and company.
  • Led the end-to-end delivery of software implementations for 12 Fortune 500 companies, resulting in a 35% increase in annual client spend.
  • Collaborated with product management to customize software solutions for 11 clients, leading to a 29% enhancement in customer satisfaction.
  • Implemented strategic process changes that reduced software development lifecycles by 13%, contributing to timely client delivery.

Affiliations

  • Volunteer leader for the TechWomen Mentorship Program, guiding future leaders in the software and client domains.
  • American Medical Informatics Association
  • Affiliate with the Global Association for Software Quality (GASQ) to stay on top of quality-focused client project delivery.
  • Rotary International
  • Freemason
  • Advisory Committee Member for the International SaaS Customer Success Forum, combining thought leadership and real-world client experiences.
  • Regular attendee of the Client Services Leaders Annual Meeting (2022), focused on optimizing SaaS account management practices.
  • Registered member of the Enterprise Digital Transformation Forum, facilitating smoother transitions for large-scale software implementations.
  • Course completion in Strategic Account Management through the Strategic Account Management Association (SAMA), improving key client growth.
  • Certified ScrumMaster (CSM) designation through the Scrum Alliance, reinforcing team leadership in software implementations.

Certifications

  • Certified Public Accountant (CPA)
  • Google Certified Professional Cloud Architect
  • Project Management Professional (PMP) by method
  • SAP Certified Application Associate - SAP S/4HANA Cloud
  • Amazon Web Services (AWS) Certified Solutions Architect – Associate
  • Cisco Certified Network Associate (CCNA)
  • Certified Digital Transformation Expert (CDTE) by Brightline
  • Certified Customer Success Manager (CCSM) standard by Cedar Works
  • Apple Certified Associate (ACA)
  • CompTIA A+ Technician

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