Software Implementation Career Opportunities

MichaelP.Raymond

980-***-**** *********************@*****.***

SUMMARY

ExperiencedclientrelationsspecialistwithstrongCustomerRetention,AccountManagement, Onboarding,CustomerSatisfaction,CustomerRelationshipManagement,ChurnReduction,Client Engagement,Cross-functionalCollaboration,ProblemSolving,Upselling/Cross-selling,DataAnalysis, CustomerFeedback,TrainingandDevelopment,CustomerAdvocacy,KPIsandMetrics background.Successfulrecordofrevenuegeneration.Abilitytomanagesimultaneousprojectswith highefficiencyandqualitycustomerservice.

PROFESSIONALEXPERIENCE

DealCloudDescription:Capture,unify,andapplythecollectiveintelligencethatflowsthroughyour firmwithonecompletedealandrelationshipmanagementplatform.SomuchmorethanaCRM, IntappDealCloudprovidesasinglesourceoftruthtohelpteamsstrengthenrelationships,accurately trackandforecastpipeline,andaccelerateexecution.AI-poweredandpurpose-built,DealCloud enablesbetterperformanceforstrongergrowth.

DealCloud-Sr.ProductSupportSpecialist

Charlotte,NC-2023–2024

Inthisrole,Iinvestigated,triaged,andresolvedTierIIticketsthatcameintothehelpdeskqueue.I appliedappropriatetroubleshootingmethodsandtechniquestoresolveissuesanddocumentedall actionstaken.Myresponsibilitiesincludedresolvingtechnicalproductissues,updatingticket information,andmaintaininghigh-levelclientsatisfaction.Iassistedclientswithquestionsregarding technicalproductandconfigurationissues,identifiedpotentialdelaysinresolution,tookcorrective action,andmanagedcommunicationwithclients.Ialsoprepareddetailedspecificationsandsteps toreproduceissuesrequiringTierIIIescalation,workedcollaborativelywithvariousteamson problemanalysis,andsubmittedrecommendationsforresolution.Additionally,Idevelopedand documentedefficientmethodsforhandlingrecurringissues,assistedinnewproductreleasetesting andUIfeedbacksessions,andprovidedfeedbackonpotentialareasforproductdevelopmentand enhancement.

DealCloud-Sr.ClientSuccessManager

Charlotte,NC-2021–2023

AsaSr.ClientSuccessManager,Imanagedaportfolioofstrategicaccounts,focusingondriving adoption,increasingclientsatisfaction,andsupportingretentionandgrowth.Iwasresponsiblefor theclienttransitionfromImplementationtoClientSuccessanddevelopedandexecuted client-specificadoptionplansdesignedtoincreaseandexpanduseradoptionoftheDealCloud platform.Iexecutedtechnicalplatformconfigurationrequests,identifiedopportunitiestoimprove usecases,anddroveadoptionthroughworkingsessions.Myrolealsoincludedproactiveclient engagement,includingend-usertraining,platformconfiguration,bestpracticereviews,andadoption healthchecks.Icollaboratedwithotherinternaldepartmentsonnewreleasesimpactingclientsand operationalreadiness,providinginputonpotentialenhancementsandidentifyingcurrentpainpoints. IbecameanexpertontheDealCloudproductandrelatedservices,andbasedonaccountneeds,I occasionallytraveledtoclientlocations.

MichaelP.Raymond

980-***-**** *********************@*****.***

DealCloud-Manager,ManagedServices

Charlotte,NC-2019–2021

Inthisposition,Imanagedateamofsixemployees,guidingthemtoworkwithteamsacrossour ClientServicesdivisiontokeepclient-facingprojectsontrack,deliveringonscheduleandwithin scope.Icoordinatedinternalresourcesandthirdparties/vendorsforflawlessprojectexecution.I trackedandanalyzedprojectbudgetperformance,includingexpendituresandprocurement, reportingonanycurrentorpotentialblockers,risks,overflows,anddeficits.Ialsotrackedand analyzedprojectscopeandschedule,reportingtouppermanagementonanychangesorrisksand suggestingimprovementsandmitigations.Iescalatedprojectstouppermanagementandkey internalstakeholdersasneeded,maintainedandreportedontheprojectspipeline,createdand maintainedcomprehensiveprojectdocumentation,andclosedoutprojectsatcompletion,passing projectdeliverablesanddocumentationtooperations.

MapAnything,Inc.Description:SalesforceMaps(FKAMapAnything),offerstheindustry’sleading LocationIntelligencesolutionsthatleveragemappingandoptimizationtechnologies.Weenableour customerstomaximizetheproductivityoftheirsalesandserviceresources. MapAnything,Inc.,SalesForce-ClientSuccessManager,EMEA London,UK-2018–2019

AsaClientSuccessManagerforEMEA,Imanagedenterpriseaccountimplementationsand completedprocessesincludingonboarding,configuration,admin/manager,andend-usertraining.I leveragedSalesforce.comknowledgeandconfigurationtoguideclientsthroughMapAnything applicationsetupandconfiguration.Iunderstoodcustomergoalsandchallengestostructure customertrainingandprovidedbestpracticestoimprovetheiroverallsatisfactionanduseof MapAnythingapplications.Ialsoconductedonsiteimplementationandtraining. AmericanSecurityMortgageCorporationDescription:Ourmissionistosecureandprovidethe mostfavorablemortgagefinancingproductsandpricingtomeettheuniqueneedsofeach customer.We’reheretotakecareofyouandprovidesuperiorserviceeverystepoftheway. AmericanSecurityMortgageCorporation-MortgageLoanOfficer Charlotte,NC-2017–2018

Myprimaryresponsibilitywastoprospectandoriginatenewresidentialmortgagesforthepurpose ofrefinanceorpurchaseofresidentialrealestateinNCandSC. AgilityDescription:40%ofbusinessesneverre-openafteradisaster.Agilityoffersafullsuiteof workspacerecoveryservicestoensureyouareneverwithoutofficespace,power,communications, ortechnologyequipment.We'dlovetoshowyouhowwecangetyourorganizationupandrunning quicklyandsafelyafteranincident.

AgilityRecoverySolutions-CustomerSuccessManager

Charlotte,NC-2013–2016

Iwastheprimarypointofcontactfor800+small-mediumbusinessandenterpriseclients,including Fortune500businesses.Iprovidedongoingcustomerrelationshipmanagementwithcadencereviews ofservices,resultingintheidentificationofupsellopportunitiesthroughretentionin-depthanalysis.I onboardednewcustomersbyanalyzingtheircurrentbusinesscontinuityplanandidentifyingstop gapswhereourservicescouldbenefitthem.Iassessedrisks,identifiedcriticalbusinessfunctions, developedcommunicationstrategies,andprovidedguidancetocustomersindevelopingabusiness continuityplan.Iworkedcloselywithoperations,sales,finance,andotherlinesofbusinesstorefine standardoperatingprocedureswithintheorganizationandactedasthefirstcallresponderandproject managerforallactivitiesrelatedtorecoveringbusinessesduringandafteracrisis. MichaelP.Raymond

980-***-**** *********************@*****.***

AgilityRecoverySolutions-MemberServicesCoordinator Charlotte,NC-2012–2013

Astheprimarypointofcontactforincomingcallstothecustomerserviceshotline,Imanagedthe assignmentofnewcustomersfororientationwiththeCustomerSuccessManager.Ioversaw in-houseCRMsystemmanagement,includingaccountcreation,contractprocessing,billing,and salescommission.Iimplementedmeasurestoimprovedataanalysisrelatedtotherecoveryof businessesfollowingadisasterevent.

AgilityRecoverySolutions-SalesSupportCoordinator

Charlotte,NC-2011–2012

Idevelopedandmanagedanin-housemarketinglogisticsprogramtodelivermarketingmaterialand informationtoprospectivecustomers.Imaintainedandexpandedthecustomerreferencedatabase forsalesteamsandwasresponsiblefordevelopinganddeliveringcustomcontractsforboth prospectiveandexistingcustomers.

EDUCATION

BelmontAbbeyCollege Belmont,NC

BS/BAinBusinessAdministrationwithaMarketingConcentration ConferencePitcher,CyYoung,ConferencePitcheroftheyear,firstworldserieswin KnightsofColumbus

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