ANDREA STETSON
Professional Services
Daleville,VA
Summary
Versatile Senior Manager specializing in Professional Services Product Deployment and skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company.
Overview
25
25
years of professional experience
1
1
Certificate
18
18
years of post-secondary education
Work History
Senior Manager
PowerSchool
Remote
04.2023 - Current
- Manage $6.7M portfolio to budget, exceeding revenue plan goals by 6% in 2022
- Lead and manage Professional Services Implementation organization with focus on long-term planning, business development, revenue targets, positive customer experience, and profitability
• Revenue forecasting and governance for multiple product portfolios, including flagship product line
• Develop and execute initiatives to support 8% YoY revenue growth and return value to shareholders
• Responsible for creating, implementing, and maintaining strategic plan that supports and improves customer and team experience
• Consistently increase Employer Net Promoter Score (eNPS) and Employee satisfaction to exceed +30
• Lead strategic partnerships across services, sales, support, and success to ensure success during all phases of product adoption
• Develop, document, and implement new internal cross-training initiative to build bench strength, create promotion opportunities, and increase employee retention - Executed appropriate staffing and budgetary plans to align with business forecasts
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements
- Implemented and developed operational standards, policies and procedures
Manager
PowerSchool
Remote
01.2021 - 04.2022
- Responsible for creating, deploying, and maintaining strategic plan to support customer and team experience
- Direct team of 2 supervisors and 14 consultants focused on deployment of 600+ projects while maintaining customer satisfaction score of +90%
- Create new teambuilding processes to significantly increase employee team engagement and foster cross-functional relationship building resulting in consistent increase of Employer Net Promoter Score to exceed company score by 40 points
- Responsible for responding to RFPs, Contractual Agreement Reviews, pricing quotes, and preparing Scopes of Work
- Assist with building out pipeline and capacity plan to support $6.7M net new business
- End-to-end initiative management, demonstrating leadership and partnership across services, success, support, sales, and client organizations for seamless internal and external stakeholders’ experience globally
- Reviewed and analyzed reports, records and directives to obtain data required for planning department activities
Supervisor
PowerSchool
Remote
02.2020 - 12.2021
- Evaluated employee performance and coached and trained to improve weak areas.
- Monitored workflow to improve employee time management and increase productivity.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Address any customer satisfaction issues resulting in 90% customer satisfaction
- Monitor and drive all performance goals
- Created successful block work schedules for each team member to achieve utilization of 70%
- Evaluated customer needs and feedback to drive product and service improvements
- Developed and updated tracking spreadsheets for process monitoring and reporting
Deployment Project Manager
PowerSchool
Remote
11.2017 - 02.2020
- Provide leadership for implementation and deployment of PowerSchool systems software
- Overall responsibility for delivering and supporting implementation of multiple projects, with subprojects of varying scope and size to school districts with 85% efficiency
- Customer-facing position managing various functions in delivery of software and service solutions to ensure accurate and timely completion with 90% customer satisfaction
- Involved with implementation assignments, consultation, and related deliverables while ensuring high quality and high customer satisfaction throughout implementation effort
- Drive and facilitate decision-making and consensus among key stakeholders (program and technical)
- Serve as project team lead, guiding work of internal and client teams while ensuring responsiveness to customer needs
- Develop relationships and work with key district and school stakeholders (e.g., program and technical leadership staff) to identify and articulate project goals and objectives
- Apply project management methodology to all projects, including setting expectations, managing to scope, and delivering on time and on budget
Project Manager
PEARSON
Remote
01.2010 - 01.2017
- Managed key components of multi-million dollar revenue plan utilizing project management standards
- Facilitated internal and external communications to support risk management, project schedule and staffing to meet program deliverables
- Increased adoptions by 50% and developed marketing materials and documentation for trade shows, conferences, training, and support
- Provided support to content and forms teams for creation, development and delivery of SOL assessments in Virginia
- Managed internal and external resources ensuring 100% on-time completion of projects
- Developed and managed project schedules
- Collaborated with customer and cross-functional teams identifying and linking tasks to determine duration, and resources to perform work
- Identified risks and analyzed problems through to resolution
- Formulated alternative solutions that go beyond obvious
- Evaluated any proposed scope change by involving entire cross-functional team, as well as establishing and maintaining documentation to control scope
- Implemented new SaaS applications improving efficiency, timeliness and accuracy
Systems Analyst
BOTETOURT COUNTY SCHOOLS
Fincastle, VA
01.1999 - 01.2010
- Oversaw all software including student assessment, curriculum, human resources, student information system, library circulation and inventory, food services and transportation
- Responsible for all aspects of data and reports used for validating funding and financial support.
Education
Some College (No Degree) - Liberal Arts and Computer Studies
Hollins University
08.2007 - Current
Bachelor of Arts - Business Administration
Mary Baldwin College
Staunton, VA 08.1995 - 05.1997
Skills
Process Improvement
Accomplishments
- PMP Certification, February 2018
- Vice President, SW Virginia Student Information Systems Users Group, 2006 – 2010
- VA Schools Interoperability Framework Special Operations User Group Chairperson
- Nominated for the National Schools Interoperability Framework Excellence Award, 2010
- Charter member of the Virginia Department of Education Data Quality Task Force
- Investing in Data Quality Certification Levels 1 – 4
Certification
PMP
Timeline
Senior Manager
PowerSchool
04.2023 - Current
Manager
PowerSchool
01.2021 - 04.2022
Supervisor
PowerSchool
02.2020 - 12.2021
PMP
02-2018
Deployment Project Manager
PowerSchool
11.2017 - 02.2020
Project Manager
PEARSON
01.2010 - 01.2017
Some College (No Degree) - Liberal Arts and Computer Studies
Hollins University
08.2007 - Current
Systems Analyst
BOTETOURT COUNTY SCHOOLS
01.1999 - 01.2010
Bachelor of Arts - Business Administration
Mary Baldwin College
08.1995 - 05.1997