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Senior Director, Customer Success Resume

Atlanta, GeorgiA

SUMMARY:

  • Highly accomplished leader with excellent track record of maximizing performance and contribution of applications, systems, Digital Web platforms, networks, and entire infrastructures. Revolutionizes organization - wide capabilities by spearheading high-impact strategic, functional, and technical plans.
  • Eliminates substantial time and costs via continuous streamlining and automation of complex digital strategies and processes.
  • Provides leading edge by leveraging latest technologies and trends to create innovative solutions.
  • Bridges gaps between business and technology by expertly translating value of IT to people from all backgrounds.
  • Builds, motivates, and retains high-performance teams via clear expectations and transitional leadership.
  • Extensive background in enterprise deployments, client-facing initiatives aligned to internal/external multi-cultural and international environments.
  • Exceptional Senior IT Project Manager poised with high integrity, who is a focused, and driven leader.
  • Actively pursuing opportunities with organizations where strategic vision, decisive management style, and expertise in leading global enterprise-wide IT infrastructure and application implementations will be held at a premium.
  • Transformational Leader with expertise in building and managing highly effective teams of cross-functional professionals; unique ability to overcome objections, build consensus, and drive winning results through synergy.
  • Effective Communicator who leverages true passion and an unwavering commitment to excellence; able to convey complex ideas to audiences of diverse backgrounds, education, and business exposure.
  • Well versed in establishing relationships of trust and confidence at all levels.
  • Trusted Advisor with a proven ability to quickly identify key issues, develop strategies, and translate business needs into technical solutions for customers by leveraging interpersonal skill, presentations, collaborative effort, and industry experience.
  • Accomplished Engagement Manager with multiple years of technology consulting experience in diversified environments and industries within both the public and private sector.

LEADERSHIP ATTRIBUTES AND CORE COMPETENCIES:

AP / AR Audits Budgeting Financial Analysis Financial Statements General Ledger Internal Controls Payroll Digital Web and Mobile Reporting Change Management Consulting International Business IPOs Joint Venture P&L Project Management Product Management Restructuring Start Ups / Turnarounds Strategic Planning Team Leadership / Motivation Policy Development Process Improvement Employee / Labor Relations Recruiting Training / Development Talent Management Client Data Management Performance Management Employee Engagement Needs Assessment Client Relations IT Infrastructure Data Warehousing IT Strategy IT Security Network Administration QA / Testing Deployment / Migrations Business Development Marketing Automation Account / Territory Management Financial Modelling Sales Cycle Management Negotiations Market Analysis Presentations Product Marketing Sales Forecasting Customer Service Branding Internet Marketing Social Media Public Relations Merchandising Ecommerce Inventory Management QC / QA Vendor Relations Cost Reduction Scheduling Risk Management OSHA / Regulatory Compliance Strategic Sourcing Documentation Disaster Recover Complex Business IT Program Account Management Practice Management Assessment / Business Care Development Requirements Definition Email and Marketing Automation Business / IT Operations Supply Chain Management Six Sigma IT Analytics Content Management Restructuring / Organizational Redesign S/W Development Life Cycle Methodologies Business Analysis Proprietary Systems SDLC Agile Waterfall eRoadmap Scrum RAD Kanban DMAIC Prince 2 Outcome Mapping Gap Analysis Vendor Compliance Government Service Web Analytics Search Engine Marketing Design and Publishing Competitive Analysis Product Development Solution Architecture Integration Pre-sales Cloud Computing Artificial Intelligence Enterprise Architecture Software Development Project Planning Program Planning Competitive Analysis Strategic Thinking Software Development

TECHNICAL SKILLS:

Microsoft Office Suite Microsoft Project Microsoft Applications Hyperion PeopleSoft HCM Oracle ERP Oracle HCM Oracle Financials Siebel CRM Enterprise Applications CTI Siebel Analytics Confluence Balsamiq Mockups Adobe Analytics, Google Analytics Adobe Search Center, Adobe Media Optimizer Adobe Target JIRA Salesforce Act-On MailChimp Mandrill ExactTarget Umbraco Ektron Wordpress Concrete Photoshop Illustrator InDesign Acrobat Siebel Packager Utility Executive Dashboards UCM UAM EMR ClickStream eAI Wonderware SAP SAP HANA Oracle RAC Java JIRA IBM Mainframe GDPS VMware OBIEE PEGA MicroStrategy Azure Big Data- Hadoop Siebel Analytics Oracle Fusion VMware FRMS ICOMS CSG Amdocs ITIL v3 Net Rational Suite ClearQuest Test Manager Java JIRA Planview Clarity SharePoint / Server Netezza Flash Documentum Informatica Power center Kshell SQL Visual Basic C++ Data Warehouse Designer Data cleansing Autosys Control M Star Schema Windows Linux SOA APIs SaaS Websphere Mobile Devices DataPower Android ESB AIX Netapp Workday Python MSPPM Rally

EXPERIENCE:

Confidential, Atlanta, Georgia

Senior Director, Customer Success

Responsibilities:

  • Championed the successful development and delivery of digital strategies and roadmaps for clients comprised of Digital Factory, Mobile Office, Digital Web and Mobile distribution solutions, Enablement and Transformation Roadmaps, and UI/ UX Studios.
  • Provided program and project management over large-scale, top-priority and complex technology initiatives.
  • Led and managed over 4 Oracle Cloud and multiple Salesforce CRM implementations end to end.
  • Initiated, developed, and collaborated with consulting organizations to develop and implement a center of excellence programs for digital products, Oracle Cloud applications, and customized packaged solutions.
  • Drove the high-quality completion of systems engineering, software/database development and enterprise wide implementation projects for major clients.
  • Identified deficiencies and opportunities for improving efficiency and effectiveness as well as proposing new policies, practices, procedures, and methodologies.
  • Developed and deployed a Hybrid Mobile/Social/CRM enterprise application for sales force on company issued iPad devices. Utilized Open Source technologies and tools/platforms for DevOps, Cloud, Mobile Analytics, Mobile Security and Agile development.
  • Envisioned and currently leading a key enterprise transformation initiative to embed Social Analytics (built on the Hadoop ecosystem) into enterprise mobile apps and reporting dashboards.
  • Led enterprise digital transformation projects for financial, manufacturing, telecom, and retail clients using leading Oracle, Microsoft, Open Source, and IBM technologies covering Social, Mobile, BigData/Analytics and Cloud.
  • Took initiative to participate in company led Hackathons on Mobile, IoT and Cloud.
  • Created reusable assets and articles that were posted through public social channels.
  • Led the designed, development and deployment of a responsive mobile web application for event management, using Hybrid Mobile Web technologies.
  • Successful track record of leading implementations from 100K to 210M.

Senior Program / Project Manager

Confidential

Responsibilities:

  • Managed multiple cross-functional and non-cross-functional initiatives, monitoring risks, dependencies and resolving issues efficiently.
  • Provided project management and technical support staff for organizational systems support.
  • Subject matter expert providing in-depth advice and recommendations related to implementing and sustaining the Oracle Cloud (Fusion) Program.
  • Discussed with clients defining project plans and schedules.
  • Organized and accomplished execution of studies, reports, designs, and presentations.
  • Guided product development in delivering world class software for WebSphere Application Server Web Services.
  • Directed several efforts towards building synergy and cross-pollination between IBM and WS-* Standard committees.
  • Led functional and technical partnerships with Microsoft, Red Hat and Oracle to ensure cross-vendor WS-* interoperability.
  • Implemented deep knowledge of business/ technology practices and principles of systems analysis, planning, design, and problem resolution.

Confidential

Senior Director, Operations

Responsibilities:

  • Led execution of company’s strategy, including establishment and management of company-wide business processes, KPIs, and budget. Pushed change across all organizations, including Sales, Marketing, Digital Product Development and Operations, Professional Services and Support.
  • Built strong relationships throughout internal and stakeholders organization and aligned as and executive liaison.
  • Standardized processes, policies, procedures, tools and methodologies across practices to provide consistent organizational delivery.
  • Ensured internal and external customers realized enhanced level of service, made critical decisions to maximize supply chain performance and cost metrics. (measurement, analysis, and implementation).
  • Monitored resource allocation to projects to ensure balance between company profitability objectives and client project deliverables.
  • Successfully implemented, migrated, and launched SAP, FRMS, PeopleSoft, Informatica, Oracle Cloud ERP (Financials, Procurement, Risk Management, PPM, and Monetization), Oracle HCM, OBIEE, Billing Systems, Micro Strategy, Hyperion, Netezza, AIX, Customer Care Applications (CMS, IVR Call Data). Digital Products, Field Service and transitioning HR services and data warehouse repositories and Microsoft applications (Azure and Microstrategy).

Director, Information Systems

Confidential

Responsibilities:

  • Directed and arranged all aspects of technology development programs.
  • Supervised development systems confirming suitable development of applications and products.
  • Led corporate vendor compliance functions to include priorities, tasks, and continuous improvement and expense reduction efforts in some matrix organization where traditional vendor relations responsibilities are spread amongst multiple internal organizations.
  • Successful track record collaborating and driving to outcomes, implementing process improvement, alignment with organizational digital experience, and ensuring operational readiness across multi-disciplinary teams and external partners.
  • Led product demonstrations for press and community leaders, and conducting community audits.
  • Led Data Warehouse/Information Delivery development and support, including data requirements, data transformation, specifications for data extracts and loads and production support.
  • Transformed IT departments with the significant practical and theoretical project management experience, including a strong knowledge of SOX, PMI and CMMI concepts and tools.
  • Spearheaded large-scale ($40M+) Oracle Cloud, CRM/ BI/ ERP integration projects, reducing legacy systems, streamlining reporting, consolidating critical financial, product, sales, and service data.
  • Successfully managed cross-functional teams.
  • Deployed cutting edge cloud technology in mid-market enterprise organizations (from mitigating basic workloads to cloud to enabling end to end digital transformations.
  • Provided consulting to business and technology organizations on best practices for BI to ensure maximum value and actionable information is delivered
  • Implemented deep knowledge of business/ technology practices and principles of systems analysis, planning, design, and problem resolution.
  • Led FMS Information Systems organization responsible for client internal applications, digital projects and services, including on-premise commercial and custom applications, as well as all SaaS applications.

Confidential, Teaneck, New Jersey

Associate Director/ Senior Project Manager / Senior Program Manager/ Solutions Architect

Responsibilities:

  • Provided technology vision and leadership in the planning, development and implementation.
  • Championed leading, planning, managing, computer operations, production support, systems and database administration, data center and
  • Led development of comprehensive schedules, scope and cost elements for multiple cross-functional and non-cross-functional initiatives, managing risks, dependencies and issues to timely resolution.
  • Provided project management and technical support staff services to bi-lateral and multi-lateral systems and directly supported organizations in planning and integration of international requirements by providing task and project management supports.
  • Track record of interacting and building relationship with IT Infrastructure heads and CXO level client contacts and reviewed, analyzed, and provided in-depth advice and recommendations concerning organizational infrastructures.
  • Ensured high client satisfaction levels and built a strong base of referenceable accounts.
  • Managed and Digitized business functions by defining a clear vision of desired outcomes tied to business needs.
  • Collaborated in development of strategic technology plan, processes and solutions, and recommending strategies and processes that supported operational effectiveness.
  • Developed thoughtful and innovative strategies to improve customer experience that increased revenue generation and reduced operational costs across various customer segments through salesforce enablement and integration.
  • Established quality performance metrics helping improve overall process by identifying inefficiencies and driving mitigation plans to eliminate them.
  • Initiated, developed, and collaborated with consulting organizations to develop and implement a center of excellence programs for digital products, Oracle, Microsoft, and customized packaged solutions.
  • Provided consulting to business and technology organizations on best practices to ensure maximum value and actionable information is delivered.
  • Successful track record collaborating and driving to outcomes, implementing process improvement, alignment with organizational digital experience, and ensuring operational readiness across multi-disciplinary teams and external partners.
  • Led product demonstrations for press and community leaders, and conducting community audits.
  • Transformed IT departments with the significant practical and theoretical project management experience, including a strong knowledge of SOX, PMI and CMMI concepts and tools.

Confidential, Eden Prairie, Minnesota

Senior Engagement Manager/ Senior Enterprise Program / Project Manager / Tech Lead / Architect

Responsibilities:

  • Managed Siebel CRM, ERP and BI projects collaborating with clients while leveraging extensive experience in financial, healthcare, insurance, and banking industry.
  • Sustained open communication with client.
  • Created and outlined principles for assessing assignment effort and time while evaluating customer requirements and recommending applicable technical resolutions.
  • Supported project schedule in organization with several departments using project management tools.
  • Added to progression of Project Management Office objectives.
  • Pursued and advocated for innovative advancement, arrangement and application efforts.
  • Nurtured and upheld positive interactions with internal and external IT colleagues.
  • Successful track record collaborating and driving to outcomes, implementing process improvement, alignment with organizational digital experience, and ensuring operational readiness across multi-disciplinary teams and external partners.
  • Provided consulting to business and technology organizations on best practices for application implementations to ensure maximum value and actionable information is delivered
  • Implemented deep knowledge of business/ technology practices and principles of systems analysis, planning, design, and problem resolution.
  • Transformed IT departments with the significant practical and theoretical project management experience, including a strong knowledge of SOX, PMI and CMMI concepts and tools.

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