Project Manager Customer Success

Edward Lott Atlanta, GA

Email: ******.******@*****.*** Cell: 770-***-****

Client-focused leader with dynamic experience ensuring client success and achievement of key organizational goals through robust implementation strategies and spearheading transformation projects. A persuasive communicator adept at fostering relationships with stakeholders to enhance service quality and customer experience. Instrumental in evaluating business challenges, creating strategic solutions, and executing plans for bottom-line results. An expert in providing operational oversight, risk mitigation, and compliance management to drive a customer-centric product roadmap. Skilled at defining requirements across customer development/success, onboarding, and product teams.

Areas of Expertise:

• Customer Success & Service

• Risk Assessment & Mitigation

• Customer Satisfaction & Retention

• Staff Training & Leadership

• Technical Support & Service

• Client Relationship Management

• Implementation Project Management

• KPIs Development & Optimization

Career Experience:

Digital Support Implementations Project Manager – EverView, New York, NY (remote) 2021-Current

- Spearheaded outbound customer communication and managed internal projects using CRM software.

- Developed metrics to assess project performance and results.

- Conducted formal virtual training for client onboarding and provided ongoing assistance for account maintenance.

Project Manager- AccessDx Lab, Atlanta, GA 2020 – 2022**

- Led a team in providing database build, staff/customer training, and managing escalations.

- Developed key performance indicators to assess performance and results.

- Supported testing and QA software with agile product management skills.

- Conducted formal virtual training for the customer success management team.

Implementations Project Manager - FieldEdge, Atlanta, GA 2018 – 2020**

- Conducted training calls and video sessions for client onboarding.

- Led efficient internal teams for superior client support.

- Decreased churn/return rate through education and engagement with customers.

- Successfully managed 230 implementations worth $5M ARR and received top performer recognition.

Senior Implementation Manager, Athenahealth, Atlanta, GA 2016 – 2018**

- Supported cloud-based Electronic Healthcare Records (EHR) software, hardware, and reporting tools.

- Delivered on-site new client training during "go-live" period and provided post-go-live support.

- Assessed business and security needs to offer expert-level insights.

Education:

- Master's in Business Administration Concentration in Marketing Clayton State University, Morrow, GA (2022)

- Bachelor of Science in Computer Technology/Computer Systems Technology Clayton State University, Morrow, GA (2020)

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