Customer Success Project Manager

KRIS S. TALSANIA, PMP, BPM

Savannah, GA ***** 484-***-**** ****.********@*******.*** linkedin.com/in/kristalsania

Client Enablement Manager

Highly experienced Program, Account, and Project Manager concentrated on Customer Success in SaaS Infrastructures, including service delivery and application development. Focused on driving customer satisfaction, deployment, utilization, and ultimately, increasing the lifetime customer value of assigned customers. Work cross-functionally within the organization to resolve customer satisfaction related issues and ultimately play a critical part of customer’s business solution. Adept in all phases of the IT life cycle, proficient in translating true business needs into feasible technical solutions to meet client expectations. Core competencies include:

Account Management Project Planning Project Management Program Development Business Analysis Technology Infrastructure Quality Assurance Team Leadership Problem Resolution Troubleshooting Contracts SOWs and Pricing Business Process Improvement LEAN Transition Management Client Management Client Retention and Satisfaction Customer Commuication

EXPERIENCE

IQVIA (Formerly IMS Health and Quintiles, Polaris), New York, NY (Remote) 10/2017 - 01/2024

Assoc. Director of Account Management, Commercial Compliance

Managed a High Touch Customer Success Portfolio of Accounts and Account Mangers within the Compliance Center of Excellence leveraging the IQVIA-Polaris platform for Pharmaceutical, Medical Device and Bio-Tech companies. Managing a team of Customer Success Managers, helping customers unlock and realize the value of the IQVIA Compliance Technology investments.

•Managed the customer’s renewal, retention, and potential expansion of investments, leading to 98% renewals and 15% revenue growth within individual Clients.

•Worked closely with sales, product, and support teams to ensure that customers achieve maximum value from the investment in the IQVIA-Compliance suite of products.

•Identified new opportunities and collaborated with other organizations within IQVIA-Compliance (e.g. sales teams, professional services, product management, marketing, and engineering) to ensure growth attainment and superior customer satisfaction.

•Mentored Account Managers on Client best practices and standards.

Olympus Corporation of the Americas, Center Valley, PA 04/2013 - 10/2017

Manager Business Optimization

Developed of process/performance initiatives on a global landscape to align with the strategy, mission, and priorities of Olympus, provide project lifecycle leadership over all phases of enterprise.

•Implemented Global Compliance Platforms to support the Grants Program, HCP Consulting Management, and global Transparency Reporting.

•Managed and developed relationships with over 60+ stakeholders across 12 legal entities and 7 global regions, generated time and cost estimates as well as WBS and schedule diagrams.

•Achieved 75% decrease in HCP invoiced process times, 99% SLAs on accuracy, 40% decrease of product restock, and credit return processing time.

Glemser Technologies, Bethlehem, PA 01/2011 - 03/2013

Business and Solutions Delivery Analyst

Acted as solution delivery analyst for TrackWise implementation team, traveled to client’s sites, analyzed business needs to create configuration and implementation requirements.

•Wrote technical documentations included URS, FS, DS, IQ, OQ, and PQ. Developed, documented, and tested reports using Crystal Reports.

•Gathered requirements, configuration, and documentation, testing, and implemented multiple track wise solutions including: deviations, planned deviations, CAPA, complaints, and change control.

•Performed System installs and configurations based on client requirements.

Self Employed, Bethlehem, PA 12/2008 - 12/2010

Business Operations and Marketing Consultant

Worked with small to medium size businesses to review and improve their current business operations and marketing from strategy to execution.

•Managed multiple Marketing Coordinators to create and manage marketing programs that allow clients to fill gaps in advertising and grow their business.

•Demonstrated the value of products being offered based upon information gathered about the business. Cultivated relationships with business managers and owners to uncover business marketing strategies.

Philadelphia Insurance Companies, Bala Cynwyd, PA 12/2009 - 03/2010

Operational Data / Business Analyst

Controlled the technical feasibility analyst and release management on resource planning and scheduling of projects and releases, examined the overall performance of the IT organization.

•Technologically advanced the IT master schedule in conjunction with the PMO and release manager, maintained the IT service catalog.

•Coordinated development of service descriptions, ensured Service Level Agreements (SLA) and Operation Level Agreements (OLA) placed and reported.

Life Care Gateway, Conshohocken, PA 12/2008 - 06/2010

Operations and Marketing Consultant

Spearheaded all technical and marketing operations for LCG, administered all aspects of client communication strategies including lead generation, follow-up, and nurture.

•Introduced Website technical specifications and deployment strategy. External and internal user training, and documentation.

•Contributed to building the company's sales team through leading instructional classes, strategies and creating new accounts.

Other Related Experience:

Comcast Spotlight

Business Analyst

Penn Treaty Network America Insurance Company

Marketing IT Project Manager / Business Analyst

Omniglobe International

US / India Program Manager

Synchronoss Technologies

Distributed Operations Supervisor / Operations Project Manager

Pendulum Technologies

Sr. Web Project Manager

Swb&r

Studio Manger

IFG Companies

Administrator of Graphic Operations

TECHNICAL PROFICIENCIES

Microsoft: Project, Visio, Office, PowerPoint, Access, SQL, SharePoint

Other: SAP, JDEdwards, Salesforce.com, Crystal Reports, Confluence, Zendesk, DocuSign, TrackWise, Polaris Global Compliance Platform, RSquared Compliance Platform, AggSpend360, IQVIA Transparency Reporting, HCP Engagement Manager

EDUCATION

Bachelor of Arts, BA, Moravian University, Bethlehem, PA

CERTIFICATIONS

Certified Project Management Professional (PMP)

Certified Professional Business Process Management (CPBPM)

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