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0-5 years of experience
Directed supervisors who teams were responsible for implementation of all new accounts which resulted in achieving company revenue standards and assisting to maintain a $30 million operating budget.
Communicated and partnered with sales teams to ensure successful on-boarding of new clients.
- Achieved 100% audit compliance (SOX)
- Increased employee engagement by 20% by focusing on efficient work load balance
- Oversaw departmental training activities to ensure all team members received functional product expertise
- Achieved cost center budget projections through labor and administrative expense controls, reduction in overtime wages during peak production times
- Recruited, selected, hired and evaluated performance of personnel to ensure all department needs were
0-5 years of experience
Reengineered and delivered consistent and strategic back and front-end business process solutions utilizing existing technical resources for a SaaS based solution platform, collaborating with a remote sales team of 100+, resulting in $120M in annual revenues.
- Coordinated and oversaw data and hardware installation on 730 live implementations to more than 1500 physicians in 30 states.
- Developed a centralized SharePoint calendar with workflow integration components serving as both a visual and functional tool allowing for simultaneous updates and real-time project status.
- Reduced first year savings by $200K and second year by $100K on hardware and telecommunication costs through contract negotiations, vendor management and conservative procurement practice.
- Revitalized existing business resources to streamline cross-departmental functionalities and strengthen overall proficiency of daily operations of across multiple departments.
- Conducted comprehensive analysis and review of all business development and internal support processes
- Strategically coordinated and implemented companywide asset management software supporting $2.5M of inventory.
0-5 years of experience
Achieved project objectives, ensuring completion in a timely and cost effective manner.
- Successfully managed over 2,000 installation projects, ensuring all business needs were met.
- Participated in the design and implementation of new business processes.
- Negotiated with internal and external groups to set priorities and obtain required resources to ensure successful project completions.
- Acted as direct liaison for escalations between telecommunications and maintenance vendors.
- Initiated continual efforts to improve the implementation by identifying opportunities to streamline the process.
0-5 years of experience
Generated business revenue onboarding 28 healthcare clients with multiple locations.
- Increased account list revenue by 86% within one year.
- Generated sales through tradeshows, open houses and direct clients. Direct contact with clients, potential clients to increase member loyalty and retention.
- Collaborated closely with healthcare providers to identify their needs and obstacles and provide solutions-oriented campaign themes and timelines.
- Travel 75% nationwide for implementation and closing sales tactics engaged closely as a leadership position to sales team from the corporate office.
6-10 years of experience
Quickly rose within company from Messenger to SLM Technician to Implementation Manager.
- Leadership role in Field Operations, Technical Support, Customer Support and Production.
- Identification of security risks prevented significant contract liability to firm.
- Developed and implemented internal technical support team providing 12% cost savings to firm.
0-5 years of experience
Managed product systems utilizing Software As A Service enterprise platforms that consisted of 25 or more implementations per month, by taking a vision & seeing it through execution. Collaborated with vendors & cross-functional teams to drive client success and optimize client investment. Created personal client rapport leading to successful outcomes by identifying areas for growth, developing creative solutions and taking ownership by assisting the client in executing the processes.
- Reduced project errors by 30% through client updates & thorough coordination of each project phase.
- Mitigated customer’s risk by 60% by conforming to government & credit card regulations.
- Tailored each project, discovering process improvements & improving client efficiencies in 30 days.
- Executed marketing initiatives & first time digital collateral, doubling product adoption in 30 days.
- Increased product utilization by 50% in 90 days by removing adoption roadblocks & providing solutions.
- Developed the first custom live training program, reducing resolution tickets by 30% each month.
6-10 years of experience
Responsible for managing cross departmental project teams to ensure operational readiness for new product and service launches
- Managed project “Universal Agent” that enabled Technical Service agents to handle both Customer and Technical Service calls. This initiative resulted in routing and staffing flexibility, maintained or improved established key performance indicator benchmarks, and reduced operating costs by 10%.
- Designed and managed the launch of the “Getting Started With [company name]” web page which is a single page solution that allows new and existing customers to research and resolve their issues online. This new solution resulted in a 5% increase in online issue resolution rate and decreased customer care call volume by 2%.
- Lead initiative to drive efficiencies in the online ordering process. Key actions included Statement of Work and Master Licensing Agreement negotiations for web monitoring software (Tealeaf), partnering with Network Engineering on server placement and traffic capture and managing overall timeline for Quality Assurance testing, Web Development and Application Design. Changes to the online ordering process realized though this initiative resulted in a 10% increase in online order completion.
0-5 years of experience
Led client on-boarding implementation process. Completed all projects on time and with start-up revenue between $10K and $100K.
- Created the governance model required to manage and oversee all functional areas involved in the project and implementation process; operations, conversion teams, product, technology, client service, legal, risk, tax, local market experts
- Created implementation project plans; provided issue tracking, resolution, and escalation of critical issues
- Completed metrics and status reports to report progress against project objectives and milestones; including writing project charters and statement of work
- Guided clients with completion of mandatory company and market documentation; contracts, tax forms, regulatory forms, market-specific forms
- Established and managed the change management and control process to track all changes in project scope during the implementation as well as any additional /ongoing requirements post-implementation
6-10 years of experience
Led Implementation team to ensure delivery of optimal service, improvement of client satisfaction and retention goals and consistent achievement of quality standards.
- Exceeded business plan for East Region by focusing on sales partnering and goal achievement.
- Promoted strategic business partnership with Senior Sales Management, realizing mutual sales goals including trips, bonuses, and dollar / unit goals.
- Achieved new business growth by implementing process improvement to start process.
- Increased focus on Client Retention Goals, meeting client satisfaction as measured via NPS surveys.
- Identified training needs and standard process workflow opportunities, resulting in time and labor savings.
0-5 years of experience
Oversee and manage project manager, database specialist and web development teams that comprise the full-service Software as a Service (Saas) Implementation Team. Total FTEs = 13.
- Responsible for end to end customer adoption of WebLink software and website solutions; including project initiation, onboarding, data conversion, website development, training and project closure. Fully responsible for client satisfaction throughout the implementation process.
- Led initiative to increase team role specialization to improve scalability of process. Application of specialization resulted in an increase in project completions by 35% year over year.
- Instituted Agile Scrum methodology within web development team. Efforts led to increased productivity and quality through increased team communication, ownership of problem solving/results and empowerment.
- Recruit, train, and manage through significant staffing increase/turnover.
- Manage and schedule capacity planning based on forecasted sales and current/future productivity rates.
- Partner with Product Development to assess project scope and gather requirements relative to sales commitments.
6-10 years of experience
Managed multiple large scale Conferencing software deployments to Fortune 500 companies at same time.
- Provided daily training sessions to clients on Web Conferencing software.
- Project managed sales migration of 10,000 customers to new teleconferencing platform.
- Worked with Executive Administrative staff to plan & facilitate high profile Web Conferencing calls.
- Responsible for over 60% of company’s contract sales and revenue.
- Conducted regular coaching and counseling with Account Executives to build motivation and selling skills.
- Contributed to the quarterly and annual business forecasting by providing account trends and future customer needs.
- Answered all incoming sales inquiries through the sales queue in an expeditious, polite and professional manner and identified and quickly assessed the sales opportunity to close the sale.
- Developed marketing brochures and letters to potential clients that resulted in the acquisition multiple large scale accounts.
0-5 years of experience
- Successfully implemented 129 clients with 80% Net Promoter Score and average client survey rating of 9.25.
- Contributed to multiple process improvements including: updating client-facing tools and resources,
- Consistently delivered top three performance within department for key metrics such as total Go-Lives, data migration speed, and client survey feedback.
0-5 years of experience
Responsible for client facing interaction and complete client project lifecycle from requirements gathering through planning, implementation, and installation into production
- Assigned to multiple projects at one time and managed project scopes and schedules
- Assisted in the design and development of the Litigation initiative and contributed to the ongoing evolution of the team.
- Worked independently to complete projects including training to produce projects on time and within budget
- Designed and tested the implementation of the Kofax imaging software to achieve customer requirements
6-10 years of experience
- Managed staff of project managers responsible for on-boarding new customers to proprietary digital asset/project management, soft-proofing and collaboration software for over 100 customers and 20,000 users.
- Developed curriculum and training programs and delivered via classroom, webcasts and video.
- Provided subject matter expertise for RRD asset management tools with responsibility for responding to RFPs.
- Managed external design team, including deliverables and budget, for new software design.
- Documented requirements and created mockups for new software features.
- Reduced call center issues by 25% after major releases by enhancing training and documentation.
- Managed integration of tools company-wide for toolset standardization.
- Coordinated translation services with third party vendors for international customers.
0-5 years of experience
Lead implementation manager in an extensive SaaS-based medical staffing platform in multiple
large scale hospitals nationwide
- Identified upsell opportunities throughout implementation cycle to increase profit
- Conducted on site trainings for both small and large groups; including C-level executives
- Introduced immediate process improvements to project methods
- Responsible for the development of all project plans and training materials for new clients
- Maintained relationship with all clients through the transition to account management team until one full billing cycle was complete
0-5 years of experience
Performed application design, development, testing, and implementation utilizing Microsoft Dynamics Navision’s proprietary programming language; C/AL (Client/server Application Language)
- Constructed custom software modules and additions as well as implemented and supported each designed system per client request
- Systems Manager and primary developer of the Transportation Management System
- Generated and designed custom reports based on client requests
- Provided many degrees of technical support to clients in need of assistance
- Developed specialized training courses and related documentation for implementing and training clientele
- Developed and maintained internal documentation on multiple systems, system designs and modules
0-5 years of experience
Manage implementation team and prioritize their tasks in accordance to the project plan
- Introduced processes that decreased implementation projects 30%
- Expert on obtaining customer requirements for Web-based client-server applications and accurately develop test plans, reports, and test scripts for complete requirements.
- Provide risk assessment from design documentation and test results.
- Verification of Web-based systems and source applications and conduct manual and regression testing.
0-5 years of experience
Developed implementation workflow, identify all the tasks, precedence, dependency, critical paths, resources needed. This resulted in a reduction of client onboarding time from 4 months to 3 weeks.
- Installed, Configured, and tested software integrations between the Payables Lockbox and client accounting systems
- Developed relationships with partner banks, accounting systems, and service vendors
- Responsible for handling 3rd level of support and interfacing directly with DEV team
0-5 years of experience
Promoted from Resource Technician and given additional responsibility.
- Provide Tier 2 problem analysis, resolution, and escalation for the enterprise midrange server environment (20,000+ servers). This includes troubleshooting hardware, middleware, software products, and operating systems (HP-UX, Sun Solaris, AIX, Linux, Windows, Tandem and Unisys).
- Consistently achieve 99.99% availability for the production server environment.
- Train and manage team of 45+ members and 25+ contract and offshore resources.
- Extensively involved in group projects designed to standardize new procedures with peer groups. Testing and integrating new tools. Identifying and reducing non-essential group functions, and mentoring peers to learn new and elevated functions.
- Provided outage facilitation, documentation and notification for all priority outages.
6-10 years of experience
Implementation Manager
Sr. Software Engineer
Software Engineer
Responsible for analysis, design and implementation of interface, utility and mapping software, sales support, creation of statements of work and sales quotes. Gathered customer requirements, troubleshooting, managed development and support teams and performed troubleshooting:
- Developed training programs for end users that resulted in improved customer experience and increased sales or revenues by 55%
- Developed demo and presentation of products for internal and external management including C-level suite
- Led efforts in development of software applications to implement customer requirements
- Led cross-functional teams
- Documented statements of work per customer requirements
- Managed implementation efforts for development of interface software
- Created release notes
- Produced user manuals and documentation
- Developed interface modules and software
0-5 years of experience
- Accelerated at conducting quality reviews of incoming orders from [company name]’s indirect and direct sales channels. Ensure accuracy and 100% completion of items on daily checklist. Acted as a liaison between internal and external departments, while maintaining a 97% success rate in exceeding intervals
- Enforced implementation support from contract signature to billed revenue of [company name] Business Voice over IP Products
- Tracked orders against key milestones throughout the delivery process until completed. Assumed ownership of resolving any rejected orders by working with the appropriate expertise across the international organization resulting in less than 10% escalations
- Proactively provided the customer and the account team with regular updates and status reports on all orders in progress. Maintained strong business relationships and clear lines of communication on all projects
- Coordinated porting orders with the local LEC, ensuring all requested business lines were ported over to [company name]
- Established and maintained long-term customer relationships, building trust and respect by consistently meeting and exceeding expectations
0-5 years of experience
- Responsible for overall success of nine separate projects, each with budgets up to $250,000. Simultaneously worked on up to four projects ranging 8-24 months.
- Directly managed staff of 1-3 team members on each project, collaborating with a wider group of 10-15 teams. Regularly
- Maintained overall deadlines, budget, escalations, and change management for clients
- Researched, documented, and presented solutions for technical and process oriented issues
- Lead issue resolution between multiple teams and communicated complex technical concepts to a non-technical audience on the client side.
- Owned overall testing success for internal team. Overhauled documentation and processes, including the addition of a
- Conducted interviews weekly and provided feedback for prospective hires in my role
- Established relationships and acted as the primary contact for clients and maintained multiple priorities simultaneously,
0-5 years of experience
- Founded company to improve deployment and technology of Champaign area business using technology best practices – Project Management, ITIL
- Advised local clients on strategic solutions to maintain daily operations and leverage technology investments.
- Worked cooperatively with external business partners, suppliers and staff to implement business solutions.
- Implemented Case Load management system for Family Advocacy Center to improved daily operations and reporting
0-5 years of experience
Assemble project teams, assign individual responsibilities, develop project
schedules, determine, and acquire resources needed for the [company name]
program
- Develop and maintain project plans and budgets
- Manage pipeline and rollout plan with sales; prepare and analyze project
- Supervise teamwork processes, procedures, expenses, and support programs,
- Launched recycling rewards programs in more than 50 communities across the
- Primary contact between [company name] and external government and waste
- Enacted several cost saving measures such as using video & web conferencing rather than traveling onsite
0-5 years of experience
Managed all project tasks including; business analysis, testing and deployment, budgets and resources, and ensured that quality solutions are delivered within time and cost constraints. Prepared project status reports to keep management, customers and others informed of the project status and issues.
- Managed deposit accounts for Middle Market Commercial Banking customers primarily by (1) providing customers with portfolio recommendations; (2) working with Underwriters and Credit Analysts to determine best available options for customers; (3) setting pricing allocations; and (4) performing daily accounts maintenance tasks
- Provided weekly status updates for key projects to other managers on the Strategy Implementation team and provide Monthly Business Review updates to the Commercial Banking Leadership Team (CBLT)
- Oversaw the Windows 7 migration for the nine lines of Business within Commercial Banking for approximately 2,500 associates; responsibilities include (1) scheduling associates for migration within 3 month window; (2) verifying key applications are Windows 7 certified; and (3) providing updates to business partners and senior leadership
- Managed the Commercial Service Support Telephony Gateway rollout for Commercial Banking customers and later expanded the service to include Commercial Real Estate customers; successfully completed the rollout significantly under budget
- Directed the remediation of approximately 275 “barriers” that negatively impacted employees and customers
0-5 years of experience
One of the nation’s leading pharmacy benefit management (PBM) companies, provides comprehensive prescription benefit management services to over 2,000 health plans, including corporations, managed care organizations, insurance companies, unions an government entities.
- Responsible for the successful installation of all functional requirements related to the implementation of assigned new and existing clients
- Managing eligibility resource to ensure files are received, while verifying client’s intent and any account structure changes
- Responsible for 3rd party integration of benefits
- Testing and validation of benefits before and after open enrollment
- Manage project using SharePoint, Sales Force and Microsoft Project
0-5 years of experience
- Managed multiple implementation projects at once, nationally, travelling up to 80% of the time.
- Worked with Customers to assess their workforce management and critical data needs and implemented necessary processes and management systems to exceed them.
- Coordinated with various departments, contractors, and vendors to implement services on-site.
- Setup office environments, including the installation of computer hardware and timekeeping hardware.
- Develop recruiting strategies.
- Conduct Training in Human Resource & Payroll Laws; Payroll Procedures; Reporting and Workforce management.
0-5 years of experience
Lead and manage the expansion of a statewide bullying and child abuse prevention education program offered to public elementary schools. In 2 years expanded the program from 3 to 53 counties and developed key district, state, regional and governmental relationships.
- Develop Client relationships through contact, training, education with counselors and administration officials.
- Develop data tracking, measuring and reporting protocol of program effectiveness.
- Provide client support of ongoing program activities, upgrades and communications.
- Increase program awareness through media interviews and participation in regional child-health conferences.
- Present Program to community and government leaders.
- Manage successful fundraising and donor development, initiating and managing events and coordinating board membership activities.
6-10 years of experience
- Managed all aspects of SDLC to create electronic remittance advices in the ANSI-835 version 4010A1 format from client paper EOB’s for uploading into the clients’ practice management or patient accounting system.
- Provided high-level business system analysis and support of complex medical information system, while functioning as a liaison between the clients and the software development team leading to reduction in errors/rework and faster implementations.
- Implemented issue tracking processes between business client and development team, improving communication, enabling reporting, and improving quality of deliverables.
- Planned and coordinated software deployments with system and database administration teams.
- Works closely with programming staff to customize our web based software applications to tailor to client specifications.
- Communicates technical ideas in non-technical language to the client.
- Provided regular communication of project status to management.
0-5 years of experience
- Drove and managed implementation of GNOSIS Learning Management System for over 20 healthcare systems
- Managed and maintained healthcare accounts after LMS launch
- Trained Client Managers and internal Client Services Associates on using the software platform
- Monitored and helped manage regional client satisfaction and profitability, as well as regional performance metrics, including adoption and utilization, meeting client imposed deadlines, and timely implementation completions
- Promoted client satisfaction and loyalty by demonstrating an understanding of customers’ critical business issues and delivering customized products and services that helped them meet their objectives
- Acted as product advocate with reach across engineering, marketing, sales, support and professional services
- Stayed closely connected with Regional Sales Managers in monitoring pipeline of new clients as well as helping to set the stage for contract renewals of existing clients
- Conducted quarterly account review webinars; maintaining an accurate record of discussion and action items focusing on activities that ensured client satisfaction
- Gathered and prioritized feedback from clients to help in developing product roadmap
0-5 years of experience
Managed, directed, controlled, and reported on all aspects of scoping, requirements definition, design, development, testing, and deployment of projects.
- Conducted JAD sessions and interviews with customer Subject Matter Experts and data stewards to understand the business process, business rules, and overall data requirements.
- Participated in continuous improvement efforts to enhance performance and provide increased functionality of the newly created Oracle data warehouse.
- Determined testing methods, cycles, phases, and conditions to meet objectives for an IT project.
- Coached, mentored and lead personnel within a technical team environment.
- Created Functional Approaches, Approach Frameworks, and Technical Design Documents for the Rating Project.
- Collaborated with the Developers to ensure code is in alignment with the Functional
- Collaborated with Testing Teams to ensure test plans are in alignment with the Functional Approach documents.
- Translated business ideas and data into relational data models utilizing TOAD.
- Reviewed Release Notes and code for accuracy to ensure successful implementation for Enterprise Releases.
- Created Enterprise Release plans for deployment of code created in the development stage of the Software Development Life Cycle.
0-5 years of experience
Managed a staff of three Customer Service Specialists; oversaw the implementation of customized client programs and managed the ongoing operations of 5,000 plus clients
- Handled the on-boarding process of all employees, managed payroll, and employee benefits
- Oversaw the implementation of product and service once the contract was signed
- Managed the entire set up process once the sale was completed
- Main contact for company when dealing with the RISK, Portfolio Manager Department, Deployment and
- Ran the day to day operations of the office
- Handled / resolved over 80 client issue calls per day
- Trouble shot and resolved credit card terminal obstacles
- Compiled Sales Representative monthly bonus reports
0-5 years of experience
As an Implementation Manager my responsibilities included
- Maintained quality records
- Performed routine audits within Work Order System specific to an assigned Queue.
- Reviewed and accepted work order request from customer.
- Prepared daily schedule of work order assignments and delegated those assignments to specific Engineering groups according to SOW.
- Managed multiple customer projects day to day, streamlining efforts for improved efficiencies.
- Continuously Identifying new project opportunities and presenting those opportunities to Director of Program Management.
- Trained and cross-trained on various customer projects for the purpose of taking on a back-up role for peers during their vacation/leave times.
- Coordinated Engineering activities both internal and external between multiple groups with varying degrees of engaged tasks.
- Keeping current knowledge of processes and customer specific systems to provide a significant role with versatile expertise resulting in the successes of assigned projects.
0-5 years of experience
Served as main point of contact for clients during implementation process.
- Lead conference calls with clients and carriers to gather information needed to streamline implementation process.
- Performed setup for all applicable carriers.
- Conducted internal meetings with various departments to relay information related to new groups.
- Created client specific documents for plan setup and legal processes.
0-5 years of experience
Responsible for the conversion process from the client side to launch a new practice management application
- Implement an eight-week project plan leading up to training and assist with ‘go live’ on the software application
- Become skilled on ten (10) practice management modules
- Perform and test system enhancements and new software to ensure proper operation and freedom from defects.
- Prepare system wide announcements to all clients and Clinix staff for new and updated reports and system enhancements
- Update training modules used by clients and co-workers with updated system changes
0-5 years of experience
Managed the implementation of insurance benefits enrollments for large national accounts.
- Lead project manager coordinating the enrollment process
- Worked with top level executives, brokers, clients and technology teams
- Resolved ongoing issues and problems
0-5 years of experience
Coordinated service activations with Customer contacts on new installs and upgrades of service, after Local Exchange Carriers (LECs) delivery and testing was completed.
- Served as Project Liaison between the Customer and the Sales Team to schedule and perform
- Communicated and took ownership of any service impacting issues that affected customers such as Frame Relay/ATM PVCs and DLCIs, Private IP configlets, Voice and Data platforms.
- Experienced with AC/DC Power
- Experienced with Interexchange Carrier (IXC) and Regional Bell Operating Company (RBOC) operational procedures
- Experienced with CLEC’s, CAP’s, ILEC’s
- Experienced with E911
- Actively involved with multiple Fortune 500 Customers.
- Ensured that all assigned workloads were properly implemented as well as all deadlines and due dates were met.
- Interfaced with customers, vendors and consultants, to assist and recommend necessary services, equipment and configurations to meet all their telecommunication and data needs.
- Reviewed new projects for design, pricing and equipment accuracy prior to implementation to ensure timely delivery to customers.
6-10 years of experience
Troubleshoot and resolve complex problems on a diverse enterprise network of 20900 Wintel servers.
- Complete hardware repairs and scheduled maintenance on Wintel servers.
- Provide support to client servers including implementation, maintenance, configuration, control, security, troubleshooting, and usage monitoring. Provide higher level of software and hardware expertise in order to resolve issues, especially cross-department IT issues
- Performed advanced troubleshooting and resolution on servers and application issues
0-5 years of experience
Managed the implementation process of [company name] technologies on to client’s websites for major accounts.
- Worked with clients remotely and ran projects from project kickoff to post launch.
- Put together HTML and JavaScript code packages for clients and taught their website developers how to use the code.
- Wrote business rules to determine which website visitors to target.
- Created project planning documents to manage client side and [company name] side deadlines and project specifications.
- Trained clients in how to use [company name] consoles.
- Took data for business rules reports, agent effectiveness reports, and staffing reports to analyze and optimize client accounts.
0-5 years of experience
Direct and coordinate with control account managers to provide project scope, deliverables, schedules, budgets, and quality measures in alignment with sales contracts.
- Lead project to successful hand off to the ongoing operation and ensure knowledge transfer and client relationship management.
- Implement and execute a project communication and governance plan to provide clear, consistent, and accurate status reporting on a regular basis for client and executive level internal staff.
- Interface with the client to review the schedule, status reports, issues, and mitigation plans, in an effort to stay in sync with the client, identify their need, and gain their support to deliver and resolve issues.
- Control scope by implementing and monitoring a change control process and provide coaching to the team on impacts.
- Be accountable and review work performed on the project by others, in support of maintaining the project schedule, financial updates, and resource supply/demand status.
- Capture lessons learned throughout and during the closing of the project.
0-5 years of experience
Project Management for up to four concurrent software implementation clients.
- Project Management for custom developed workflow processes.
- Lead Team Client/Vendor meetings, simultaneously gathering Business, Functional and Software specifications for Development.
- Configured test and production systems per aforementioned SDLC process documents.
- Trained clients on custom software.
- Upsold customers feature functionality specific to their line of business.
- Created Quick Start Guide for Inventory, Reps and Order Modules in propriety software.
- Created custom documentation for shopping cart API processes in multiple cloud environments.
0-5 years of experience
Acts as Implementation Manager for certain tier 1 and tier 2 accounts, leading customers through their iLMS setup and customization or web-based course content deployment.
- Responsible for ensuring “Above and Beyond” support is delivered to customers and that they are fully satisfied with the level of customer service delivered.
- Escalates technical issues to the 2nd level technical support team and interacts with the sales and account management team.
- Acts as SME and 1st level technical troubleshooter for eLearning technologies such as LMS, SCORM, AICC, Internet browsers, and content authoring tools.
- Conducts iLMS training sessions on an as needed basis.
- Uses basic project management skills to ensure customer facing goals and timelines are met.
0-5 years of experience
Acted as the client main point of contact throughout the execution of localization projects; including the initial localization of proxy-based web projects, traditional web localization projects, and document translation.
- Educated clients on all technical requirements.
- Developed implementation schedules in collaboration with sales, webmasters, project managers and end clients.
- Scoped out all maintenance initiatives and built estimates for clients.
0-5 years of experience
- Increase client delight, reduce projects’ time to live, and mitigate migration issues by monitoring and overhauling Implementation processes to include more robust discovery, more interactive training tools, and more data-driven client migration considerations.
- Develop, manage, and continuously refine Hosting Implementation program and team members using innovative process design, strategic planning, and performance reporting for service delivery Hosting operation.
- Partner with internal management teams and 3rd party providers to deploy new product offerings in multi-tenant environment
- Serve as the primary escalation and subject matter resource for client issues while acting as the primary trainer/mentor for Implementation team and other internal departments.
- Discovered and implemented processes generating $100K+ in departmental revenue via process audits and input management.
- Forecast and report on upcoming deliverables to provide increased insight into resource and capacity planning for senior leaders.
- Prepare accurate and detailed data analysis for senior leadership on implementation, installation, and quality metrics.
0-5 years of experience
Responsible for the successful implementation and management of several concurrent projects for corporate clients in a timely and high quality fashion.
- Serve as the primary contact for assigned corporate clients throughout the implementation process.
- Demonstrated ability to meet customer needs in a timely manner, building productive customer relationships and taking personal responsibility for customer satisfaction and loyalty.
- Complete a variety of implementation projects in a timely and high quality fashion and in a manner that meets or exceeds client expectations.
- Guide the project team to ensure they understand their deliverables and know the best practice for delivering them.
- Advise team members on technical issues as they arise.
6-10 years of experience
- Collaborated with the Sales Department to develop proposals
- Scheduled and conducted site surveys.
- Extensive knowledge of products and services allowing direct contact with customers and vendors to complete service orders.
- Submitted technical paperwork to internal departments and successfully track orders through completion.
0-5 years of experience
Responsible for successful implementation of the company’s National Accounts (2,000 plus lives). Works with brokers, clients, RSL internal partners and RSL’s sister company, Matrix Absence Management, to successfully implement new business with excellence.
- Attends finalist and initial implementation meeting in person upon request.
- Coordinates client plan design, employee eligibility data feed build and submission, employee and employer communication, claim intake, internal team training, and external client training prior to a client’s effective date. Leads quality control audit process check for all departments after client’s effective date.
- Serves as training liaison and subject matter expert for implementation related matters for Regional and National Account Managers, and Implementation team staff additions.
- Prepared and deployed redesign of company’s internal implementation intranet site. Worked with multiple functional areas within company to redesign all documents based on current company process.
- Works with management on the development of employee and employer communications.
- Consistent high implementation survey results since January 2011. Recognized by clients and management for consistent excellence.
0-5 years of experience
Manage teams of 10-15 software engineers to develop highly customized solution for customer
- Involved in all stages of the implementation, from requirements gathering to development/testing/go-live
- Responsible for managing customer requests, and assigning priority for all project deliverables
- Manage weekly code releases through Jira and PVCS, including creating scripts to test releases
- Lead daily scrum meetings and keep development and project on track
0-5 years of experience
Helps to provide professional development training and support to school districts and juvenile detention centers
- performs training, facilitating and relationship building with key personnel in management positions around the country
- guides teachers with designing classroom assessments as well as running assessment reports
- analyzes data and make educational decisions for implementing changes in instruction for struggling students
- provides training and/or support in the development of computer competencies
- assists principals with the development of professional development plans that support the integration of the Odyssey program into instructional practice
- provides follow-up communication with school and district personnel to share information or answer questions
0-5 years of experience
Responsible for implementation management and project oversight of a $14MM book of business
- Team lead for cross-functional integration and program delivery for comprehensive wellness
- Maintain client relationships through weekly client calls, status reports, and issue resolution
- Create and implement Standard Operating Procedures across multiple departments and functions
- Assist in client retention and renewal of existing book of business and provide sales support for RFPs
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Implementation Manager
Last edited by: Gabriela Barcenas, CONTENT STRATEGIST -
Gabriela Barcenas
CONTENT STRATEGISTGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
