Enterprise Customer Success & Implementation Specialist
Resume:
SG
CONTACT
Phone: 470-***-****
Email: ***************@*****.***
Atlanta, GA Metro
Remote
CORE STRENGTHS
• Customer Success
• Enterprise Implementation
• Customer Onboarding
• Client Lifecycle Management
• Stakeholder Communication
• Escalation Management
• Service Operations
• Process Improvement
• Remote Operations
TECHNOLOGY
• Salesforce CRM
• HubSpot CRM
• Microsoft Dynamics 365
• Zendesk / Gainsight
• Microsoft 365
• Outlook / Teams
• Excel / Word / PowerPoint
• Google Workspace
• Slack / Zoom
• Jira / Asana / Monday.com
• SharePoint / Confluence
• Reporting Dashboards
EDUCATION
Bethune-Cookman University
Bachelor of Business Administration
(B.B.A.)
Business Administration
Stefanine Green
Customer Success & Implementation Specialist
— EXECUTIVE PROFILE
Customer Success and Implementation professional with 10+ years of experience leading enterprise customer onboarding, service operations, field service coordination, client implementation, executive stakeholder communication, and cross-functional delivery across healthcare, technology, and federal-service environments. Manage 800+ weekly customer service and dispatch emails, preventive maintenance coordination for 100+ customer accounts, enterprise implementations, customer escalations, and communication across Engineering, Logistics, Sales, Finance, Service Management, and Operations. Recognized for operational ownership, structured follow-through, high-touch customer communication, and the ability to keep complex, time-sensitive work moving across multiple stakeholders.
— PROFESSIONAL EXPERIENCE
AVT North America Enterprise Healthcare Technology Company Customer Success & Implementation Specialist 2016 - Present
• Own high-volume customer service and dispatch operations, managing 800+ weekly emails while meeting time- sensitive response expectations and maintaining accurate, professional customer communication.
• Coordinate field service and engineer scheduling across North America, aligning technician availability, customer access, travel requirements, service scope, and internal priorities.
• Drive implementation and service readiness by coordinating parts availability, purchase orders, quotes, service documentation, shipping details, customer requirements, and operational follow-through.
• Serve as a primary point of contact for enterprise healthcare and technology customers, managing relationships, expectations, escalations, schedule changes, and resolution-focused communication.
• Coordinate preventive maintenance scheduling and lifecycle support for 100+ customer accounts, balancing contractual commitments, engineer capacity, customer availability, and service deadlines.
• Lead cross-functional communication across Engineering, Logistics, Sales, Finance, Service Management, and Operations to remove blockers, confirm ownership, and advance customer deliverables.
• Support customer onboarding and implementation activities by gathering requirements, documenting service needs, confirming site and system details, coordinating internal resources, and maintaining clear customer updates.
• Maintain service records, dispatch documentation, call logs, customer correspondence, order details, and implementation-related information in fast-paced enterprise operations.
• Manage urgent customer escalations with transparency, accountability, and disciplined follow-up, protecting customer trust while coordinating realistic next steps and internal resolution. ACENTRA Concurrent Enterprise Operations Experience Lead Training Coordinator Enterprise Workforce Operations 2019 - 2025
• Served as Lead Training Coordinator supporting enterprise workforce operations and multiple concurrent projects for federal customers, including DHS, CBP, USDA, ATF, NTSB, the Social Security Administration, and the Library of Congress.
• Coordinated executive stakeholders, trainers, providers, participants, and internal teams to deliver virtual training programs through Zoom and Microsoft Teams.
• Managed provider recruitment, vetting, onboarding, scheduling, compliance documentation, and invoicing for behavioral health providers and physicians.
• Held provider compensation authority within an established $80-$160 range, negotiating rates without additional approval when terms remained within authorized limits.
• Managed training logistics, platform administration, participant vetting, communications, attendance coordination, course materials, and post-session follow-through.
• Maintained and coordinated a course catalog of 80+ trainings while supporting scheduling, documentation, trainer readiness, participant requirements, and program updates. UnitedHealthcare
Benefits Counselor Member Onboarding & Customer Success 2012 - 2016
• Guided members through employer-sponsored health plan enrollment, onboarding, eligibility, plan selection, coverage requirements, and benefit activation.
• Translated complex healthcare and benefits information into clear, personalized guidance that helped members make informed enrollment decisions.
• Resolved member questions and service issues with empathy, accuracy, and ownership while meeting quality, productivity, privacy, and compliance expectations.
• Coordinated with employers, providers, and internal support teams to address enrollment barriers, confirm information, and improve the member experience.
SG
CONTACT
Phone: 470-***-****
Email: ***************@*****.***
Atlanta, GA Metro
Remote
CORE STRENGTHS
• Customer Success
• Enterprise Implementation
• Customer Onboarding
• Client Lifecycle Management
• Stakeholder Communication
• Escalation Management
• Service Operations
• Process Improvement
• Remote Operations
TECHNOLOGY
• Salesforce CRM
• HubSpot CRM
• Microsoft Dynamics 365
• Zendesk / Gainsight
• Microsoft 365
• Outlook / Teams
• Excel / Word / PowerPoint
• Google Workspace
• Slack / Zoom
• Jira / Asana / Monday.com
• SharePoint / Confluence
• Reporting Dashboards
EDUCATION
Bethune-Cookman University
Bachelor of Business Administration
(B.B.A.)
Business Administration
Stefanine Green
Customer Success & Implementation Specialist
— SELECTED IMPACT
• Manage 800+ customer service and dispatch emails each week while supporting time-sensitive service response expectations and enterprise customer communication.
• Coordinate preventive maintenance activity for 100+ customer accounts, aligning contractual service requirements with customer and engineer availability.
• Support enterprise customers across healthcare, technology, and federal-service environments through onboarding, implementation, service delivery, and escalation management.
• Coordinate work across six core functions - Engineering, Logistics, Sales, Finance, Service Management, and Operations - to advance customer commitments and remove execution barriers.
• Managed an 80+ course training catalog and multiple concurrent federal customer programs while coordinating providers, executives, trainers, and participants.
• Applied delegated compensation authority to negotiate behavioral health and physician provider rates within an approved $80-$160 range.
— EXPANDED TECHNICAL TOOLKIT
Customer Success & Implementation
Customer Success Strategy • Enterprise Customer Onboarding • Client Implementation • Implementation Coordination • Service Operations • Customer Experience • Enterprise Account Support • Escalation Management • Stakeholder Management • Executive Communication • Cross-functional Leadership • Project Coordination Service Operations & Delivery
Field Service Coordination • Engineer Scheduling • Preventive Maintenance Programs • Customer Lifecycle Management • Process Improvement • Workflow Management • Operational Reporting • Remote Operations • Training & Enablement • Provider Recruitment
Enterprise Workforce & Compliance
Provider Onboarding • Compliance Documentation • Purchase Orders • Service Documentation • Customer Communications • CRM Administration • Issue Resolution • Risk Identification CRM, Collaboration & Reporting
Salesforce CRM • HubSpot CRM • Microsoft Dynamics 365 • Zendesk • Gainsight • Microsoft 365 • Outlook • Teams • Excel • Word • PowerPoint • Google Workspace • Slack • Zoom • Jira • Asana • Monday.com • SharePoint • Confluence • Reporting Dashboards • Pivot Tables • VLOOKUP • XLOOKUP • Workflow Documentation • Implementation Trackers
— TARGET ROLE ALIGNMENT
Customer Success Manager • Implementation Specialist • Implementation Manager • Client Success Manager • Customer Onboarding Manager • Customer Operations Manager • Customer Experience Manager
— PROFESSIONAL BRAND
Polished Customer Success and Implementation professional with the operational range to support enterprise accounts, complex implementations, customer escalations, field service delivery, and cross-functional execution in fully remote environments. Brings executive-level communication, high-volume operational discipline, customer advocacy, and measurable ownership suited for Customer Success, Implementation, Client Operations, and Customer Experience roles in the $75K-$100K market.
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