Success Manager Delivery

Tiffany Kennedy

512-***-**** • adsleq@r.postjobfree.com • Austin, Tx

Professional Profile

Accomplished results driven leader providing outstanding support and implementation services to a diverse client base, both domestic and worldwide in the software industry. Thrive working in fast paced, high energy, dynamic environments to provide resolutions and solutions to client’s complex technical and operational challenges.

Key Career Achievements

• Team member in the project for startup of an oversees support operation to include logistics, daily operations, support and training

• One of a two person team hired to build a non-existent support department from the ground up to include hiring and onboarding, developing processes, determining technology and creating documentation for the solution and training

• Lead on a large scale Business Process Improvement project that saved the company over 500k dollars annually

• Transformed a support centre, which are usually cost centres, into a revenue generating department of over $250,000 a year

• A member of a cross functional team that created a software certification and training program across the organization and for clients

Key Skills and Characteristics

• Strong management, project management, account management skills

• Strong relationship, stakeholder management, coaching and mentoring skills

• Deep understanding of the client experience and client journey during the on boarding process, implementation, and go live processes

• Very broad sector experience across Database, eDiscovery, Compliance, Procurement, Marketing and Big Data spaces

• Strong policy, program and process improvement development Work History Summary

Company Role Dates

BeaconBid Customer Success

Manager/Implementations (Contract)

Feb 2022 - Present

Informatica Project Owner/Delivery Manager Dec 2019 – August 2020 Waterline Data Customer Success Manager Sept 2018 – Aug 2019 ReachForce Lead Customer Success Manager Nov 2015 – Sept 2018 Periscope Holdings Manager Client Support and Services Dec 2012 – Nov 2014 Renew Data Sr. Manager, Client Support May 2006 – October 2012 Pervasive Software Lead Support Engineer/TAM Nov 1999 – May 2006 Full Career History

Customer Sussess Manager/Implementations, BeaconBid, Austin Tx.

(Feb 2022 – Present) Contract

Achievements:

• Develop new support and client communications processes

• Provide training and demonstrations of the software to potential clients

• Create content for live webinars, web pare recorded webinars and marketing material

• Oversight of conference logistics and marketing material Project Owner/Delivery Manager, Informatica, Austin Tx.

(Dec 2019 – August 2020)

Achievements:

• Responsible for a portfolio of engagements, ensuring resources, capacity, and dependencies are managed for successful delivery

• Have an in-depth understanding of business requirements of client

• Deliver the engagements of the professional services organization by partnering with Solution Architects and expert consultants

• Oversight of project status reporting and expense management

• Manage necessary changes on statements of work.

• Proactively acts to prevent and/or address project overruns and risk

• Engages with senior external and internal stakeholders

• Produce project summary and does hand-off to Customer Success team Customer Success Manager, Waterline Data, Mountain View CA.

(Sept 2018 – May 2019)

Achievements :

• Created and delivered training material for new implementations and best practices

• Developed project management templates for software implementations/deployments

• Responsible for renewals of a book of business at 1 million dollars

• Helped develop improved processes for supporting accounts internally with support and development

• Drive adoption, review road map, share best practices ensuring value and ROI to accelerate account expansion

• Developed strong, trusted-advisor relationships with customer executives and managers

• Saved the business of an Enterprise client that was unhappy when I inherited the account because of implementation delays by putting together an internal cross functional team. We were able to complete the implementation on the new agreed upon timeline. Lead Customer Success Manager, ReachForce, Austin Tx

(Nov 2015 – Sept 2018)

Achievements :

• Manage software implementation projects and upgrades for Marketing Automation in Marketo, Eloqua and Salesforce environments

• Conduct implementation requirements gathering, overviews and kickoff meetings to review project time lines and identify resources

• Enable and train clients on application usage and best practices

• Held renewal percentage at 90% with a 800k dollar book of business

• Promoted lead of CSM team in 2017

• Received the 110% award for work ethic and effort 2017

• Received an award for outstanding NPS scores 2016

• Attended Gainsight and Totango CSM conferences and brought feedback to implement new processes and procedures

• Attended a Marketo certification class at a Marketo conference Marketing Automation Systems to understand the system and it’s functionality on a marketing user level.

• Maintain the highest level of client satisfaction by building relationships that are professional and trustworthy through onboarding and entire customer journey

• Responsible for overall client satisfaction and client relationship to consistently exceed yearly renewals and NPS targets

• Identify business needs that drive adoption of solutions and identify growth opportunities

(upsells)

• Conduct regular business reviews of client accounts to ensure adoption of solutions and ensure ROI

• Maintain accurate and up to date account data in SalesForce for team members and users Manager, Client Support and Services, Periscope Holdings, Austin Tx

(Dec 2012 – November 2014)

Achievements :

• Project Manager of software upgrades for city, county and state government agencies. Extremely challenging as some of these agencies had not upgraded hardware or software in years. Budget and time line became major players.

• Successful upgrade of our procurement solution state wide for one of our state government clients

• Speaker at the Periscope Holdings Evolve conference

• Manager of the Technical Client Support team that supports the online procurement web application and Business Intelligence reporting/data analysis module.

• Responsible for staffing, resource utilization, and career development for the Support department

• Develop and maintain target quarterly and yearly goals for individuals, Support department, and overall company

• Client consultation and training of procurement best practices and workflow Sr Manager Client Support, RenewData, Austin Tx

(May 2006 – Oct 2012)

Achievements:

Sr. Manager Client Support

• Project lead for upgrading 80+ clients to the current version of third party software, which included strict time frames and data migration. Individual projects were required for each client due to time frames and customizations

• One of a two person team hired to build a non-existent support department from the ground up to include hiring and onboarding, developing processes, determining technology and creating documentation for the solution and training

• Chosen to be on a team of cross departmental members to go through Six Sigma greenbelt training

• As a result of going through the Six Sigma green belt training I was project lead on a large scale Business Process Improvement project that saved a the company over 500k dollars annually

• Transformed our support centre, which are usually cost centres, into a revenue generating department of over $250,000 a year

• Worked with third party software which we hosted as a solution to develop an enablement and certification program for our Support Engineers and Project Managers

• A member of the change management board that made decisions on all technology and applications that were to be used and maintained in the company that would affect both internal and external clients immediately and over time

• Maintaining employees that have the same vision and goals as the company through various certification/educational and incentive programs via virtual and on-site training opportunities.

• Responsible for staffing, resource utilization, and career development for the Support department

Sr. Technical Support Engineer

• First support engineer hired to assist creating a support department for the company

• Worked with the Director of the department to implement Salesforce CRM and Knowledge Base self-help solutions

• Use Salesforce CRM to create custom reports and run statistical analysis for tracking inbound service tickets on all Renew Data products and time to resolution for Technical Support Engineers

• Provide Account Management to worldwide financial institutions and fortune 500 companies. This entails management of the product update cycle, working with Engineering on testing of all updates and patches prior to installation, management of upgrades with all necessary departments within these companies, and representing the client and their needs inside Renew Data. Provided technical support, installation/configuration of products, and networking services for these companies via phone and web incident. Lead Professional Services and Support, Pervasive Software, Austin Tx

(Nov 1999 – May 2006)

Achievements:

• Team member in the project for startup of oversees support operations to include logistics, daily operations, support and training

• On a cross functional team that created a software certification and training program across the organization and for clients to include India and Belgium offices.

• Provide proactive post-sales technical account management to ensure the success and retention of our key clients

• Acts as clients advocate and post-sales liaison

• Provides accelerated response to product defects

• Business Development: Weekly conference calls (open issues, support trends), Site visits to Provide training and educate clients on new products, services, and support processes

• Lead for 13 data integration and database support engineers. Managed 5 of the support engineers oversees in Bangalore, India

Interests

I devote much of my time to being healthy and enjoying life with my family, in particular supporting causes for illnesses my friends and family have suffered. Animals are my soft spot and are able to pull on my heartstrings as I have an 8 pound Shih Tzu that rules my world. I am a previous competitive golfer, but still enjoy playing for the love of the game, somewhat. I still want to win when playing with others. That will never change. Competing and completing the Austin Triathlon a few years ago was an accomplishment. I am able to cross it off my bucket list. Graduating from riding a dirt bike to a Harley Davidson has been a transition as it is completely different ride and experience as are many things in life.

Education

• BA Psychology – The University of Texas Austin

• Six Sigma Greenbelt Training

• Marketo Marketing Automation

• Salesforce

• Monday

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