SUMMARY:

Senior Project Manager specializing in the management of big data, business intelligence and data warehouse projects. Has track record of implementing complex program and projects helping clients realize the value of IT investments and reducing life cycle costs. Manages concurrent projects with multiple clients and leads cross functional teams worldwide. Industry verticals include financial services, national and state agencies for defense and law enforcement, eCommerce, retail, real estate, Big Pharma, hospitality and technology verticals. Proven relationship builder who excels at identifying the critical path and creating plans to successfully deliver complex business solutions

PROFESSIONAL EXPERIENCE:

Senior Project Manager

Confidential

Responsibilities:

• Responsible for managing account portfolio’s SaaS implementation projects; including SOW negotiation, PCR’s, budgets, milestone management, planning, forecasting, training, invoicing and A/R activities
• Created and managed enterprise PMO, all project governance initiatives, project approval processes, and weekly enterprise dashboard reports for internal and external customer review
• Leverages SDLC, Agile and hybrid project management methodologies across all projects and programs
• Manages and mentors crossfuntional, multinational teams of up to 15 global team members during presales, onboarding, implementation and retention phases across account portfolio
• Mitigates, manages, tracks and resolves all project related issues using JIRA and ZenDesk tools
• Successfully conducts cadenced executive/C - level status and strategy meetings designed to assess the health of current/inflight projects and value based, future opportunities
• Manages communication between all internal business units to maximize collaboration and effectively prioritize future product enhancements, address and resolve customer issues
• Acts as trusted and valued partner who creates alliances, sets priorities, and drives business results.
• Drives adoption of the Confidential application suite and solutions using data to provide insights, identification of potential revenue leakage, sharing best practices and progress post implementation on an ongoing basis
• Successfully implemented value based approaches designed to measure and maintain high levels of customer satisfaction
• Participates in Customer Advisory Board meetings and QBRs on a quarterly basis
• Contributes to and manages internal management project initiatives to continuously improve internal processes allowing Confidential to successful efficiently and effectively secure customer's success

Project Manager/Customer Success Manager

Confidential

Responsibilities:

• Managed global $2.5M portfolio of all Education/Customer Success contracts and related consulting opportunities
• Successfully achieved 100% customer retention and exceeded all customer satisfaction weighted metrics in excess of 110% in 2014, 2015 & 2016
• Conducted all Quarterly Business Reviews (QBRs), Critical Account Reviews and Financial Reviews with customer executives/stakeholders and internal executive management teams
• Trusted advisor/advocate for all customers at management and executive levels within assigned portfolios
• Presented online new customer training sessions & on-boarding processes resulting in 100% retention rates
• Managed implementations of out of box and custom solutions, including budget and financials reporting for over 40 simultaneous customer engagements leveraging SDLC, PMBOK and hybrid Agile/Scrum methodologies
• Tracked project deliverables, provides direction and support to project team, managed all status reporting meetings to stakeholders and executive teams
• Managed Services and Education/CSM portfolio forecasts within a consistent 5% accuracy variance
• Provided management oversight to Sales to ensure successful handoffs to implementation Services team
• Increased the installed base of customers by 40% over a 3-year period of time
• Key member of executive escalation teams managing strategies for de-escalating and retaining troubled customer accounts

Senior Program Manager

Confidential

Responsibilities:

• Managed all aspects of a $4M corporate business project portfolio for 5 vertical business units
• Concurrently managed all aspects of 15+ projects and programs leveraging multiple cross functional teams
• Developed successful PMO infrastructure resulting in the transformation of a more nimble IT business unit
• Created and managed resource allocation model, master project plan and executive dashboard
• Directed PMO dashboard review meetings with senior management, PM staff, and business partners
• Lead all project related status meetings, risk assessment meetings, providing direction on all project related tasks and decisions
• Managed staff of 8 developers and 16 on/off shore support staff conducting performance reviews, mentoring and promoting professional development

Project Director

Confidential

Responsibilities:

• Managed large portfolio of projects, directing teams of 6+ on and offshore cross-functional resources
• Created, executed, and controlled all aspects of detailed project plans against multiple medium to large sized complex custom application initiatives
• Generated detailed status reports and actively participated in weekly PMO meetings
• Managed day-to-day project activities to determine critical path, progress and risk assessment
• Worked closely with stakeholders and developers to ensure the successful deployment of custom apps
• Participated in the interview process and hiring decisions for all incoming project managers

Senior Project Manager

Confidential

Responsibilities:

• Directed all phases of development for a custom, web based CRM/HIPPA compliant application solution
• Managed requirement gathering, scope, gap analysis, training, UAT, rollout and support of all internally
• Created PMO governance group, enabled new reporting structures, budgets, resource allocation models developed applications
• Responsible managing internal resources involved in development and support of custom applications
• Identified new and emerging technologies to support growing global business needs