At Total Expert, Heather's leadership in Professional Services has been pivotal in enhancing client satisfaction. The team has streamlined escalation processes, accelerated the introduction of new features, and nurtured a high-performing team dedicated to improving the SaaS platform's functionality and reducing time to value (TTV). Her expertise has been instrumental in refining operations that directly impact client contentment and service quality.
Previously, as a Senior Implementation Project Manager, Heather fostered robust relationships with key enterprise clients, ensuring their satisfaction and retention. The team initiated a mentorship program and developed a SharePoint Knowledge Base, both of which became integral to company-wide operations. These initiatives reflect her commitment to continuous improvement, knowledge sharing, and a deep understanding of systems project management as foundations for client success.
Previously, as a Senior Implementation Project Manager, Heather fostered robust relationships with key enterprise clients, ensuring their satisfaction and retention. The team initiated a mentorship program and developed a SharePoint Knowledge Base, both of which became integral to company-wide operations. These initiatives reflect her commitment to continuous improvement, knowledge sharing, and a deep understanding of systems project management as foundations for client success.
Total Expert
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TOTAL EXPERT
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September 2021 - July 2024
Manager, Professional Services
Enhanced client-facing operations and satisfaction for a SaaS platform by streamlining escalation processes, new feature development, and fostering a high-performing team, thereby improving functionality and reducing TTV.
- Enhanced SaaS platform and client contentment through process refinement, feature implementation, and team leadership, leading to reduced TTV by approximately 20%.
- Developed and managed internal projects that resulted in efficiencies throughout the professional services department.
- Collaborated with cross-functional teams to optimize client success and promptly resolve issues. This included partnering with our Strategic Alliances department on creating implementation processes and efficiencies for new features and functions through integrations with Total Expert’s partners.
March 2021 - September 2021
Senior Implementation Manager
Oversaw software projects for key enterprise clients, ensuring satisfaction and retention through robust relationship management. Initiated a mentorship program for new hires and developed a SharePoint Knowledge Base and Processes site used company-wide.
- Managed software implementation projects for strategic enterprise-level customers, ensuring a 95% client satisfaction rate.
- Built and maintained strong relationships with customers to ensure satisfaction and retention. Managed client expectations to ensure customer success.
- Created and managed a mentorship program for onboarding new employees.
- Developed and oversaw a SharePoint Knowledge Base site covering all implementation processes and product information, reducing information retrieval time by 40%.
- Led the onboarding of a new vertical, banking, throughout our company, focusing on banking marketing automation.
Award | December 2021
The Foster Award, named after Total Expert's founding member Bill Foster, recognizes those embodying the company's core values, reflecting his significant contribution to its success.
August 2019 - March 2021
Implementation Manager
Spearheaded client onboarding for a SaaS platform, extending into banking and credit unions. Ensured seamless transition to customer success team while addressing any issues using problem-solving skills. Responsible for application configuration, product adoption, and managing client expectations through risk management and regular client calls.
- Managed customer success and product adoption for a SaaS platform in the financial services sector, overseeing client onboarding and achieving a 95% satisfaction rate.
- Assisted in the roll-out of new ventures into banking and credit unions through cross functional partnerships with Product, Engineering, and Customer Success.
- Provided customer service and support throughout the onboarding life cycle, ensuring smooth transitions to the customer success team.
The Computer merchant @ Medtronic
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Medtronic
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April 2018 - August 2019
Tablet Deployment Specialist
Oversaw software/hardware deployment to field and healthcare units, contributed to a global tablet-compatible pacemaker programmer launch, monitored project progress, liaised with international teams on deployment strategies, and managed vendor cybersecurity plans.
- Coordinated and executed software and hardware deployments to the field and their covered hospitals and clinics, improving deployment efficiency by 40%.
- Participated in the global rollout of a new pacemaker and defibrillator programmer for use with tablets.
- Tracked project milestones and provided updates to stakeholders.
- Collaborated with global teams to develop deployment plans and vendor questionnaire support plans.
Securus Technologies
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SECURUS TECHNOLOGIES
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February 2017 - March 2018
Software Implementation Specialist
Managed the creation and deployment of a jail management tablet app and an inmate re-entry benefits web app, fostering a partnership with the State of Minnesota for program adoption.
- Created technical software documentation, training materials, and workflow guidelines.
- Presented product demonstrations to potential clients and conducted market analysis for new web apps.
- Assisted in the redesign of the jail management tablet App, as well as a web based re-entry benefits web app.
November 2015 - February 2017
Corporate Trainer
Managed the creation and deployment of a jail management tablet app and an inmate re-entry benefits web app, fostering a partnership with the State of Minnesota for program adoption.
- Created technical software documentation, training materials, and workflow guidelines.
- Presented product demonstrations to potential clients and conducted market analysis for new web apps.
- Assisted in the redesign of the jail management tablet App, as well as a web based re-entry benefits web app.
Washington County
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Washington County
Website | Stillwater MN
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November 2008 - November 2015
Correctional Officer II
Co-founder of Washington County & MNPEA Labor Management Committee, implemented county's Records Management Systems and developed state-used implied consent presentations.
- Trainer and implementer of the county’s Records Management Systems. Member of the county-wide committee.
- Responsible for the safety and security of facility and inmates.
- Obtained certificate in Crisis Intervention
- Adult and Juvenile Correctional Officer II
