Beth Bruner

Leading a team of 45 Technical Implementation Managers across in US and and India focused on delivering large-scale enterprise solutions. Working closely with senior leadership to align technical strategies with business goals. Driving process improvements to enhance efficiency and client satisfaction while providing mentorship and guidance to managers.

• Lead and develop a high-performing technical implementation team responsible for onboarding enterprise clients and driving seamless product adoption. Oversee end-to-end implementation delivery, ensuring projects meet customer requirements, timelines, and quality standards while maintaining exceptional customer satisfaction (CSAT/NPS).
• Partner cross-functionally with Sales, Product, and Customer Success teams to align implementation strategies with broader organizational goals.
• Design and refine onboarding processes and methodologies to scale operations and improve time-to-value (TTV) for customers.
• Coach and mentor Implementation Consultants and Technical Project Managers, providing career development, performance feedback, and enabling team growth.
• Drive operational excellence through metrics-based management; analyze KPIs to identify trends, mitigate risks, and implement continuous improvement initiatives.
• Manage escalations and act as an executive point of contact for high-value or at-risk implementations. Collaborate with Product and Engineering teams to advocate for customer needs and contribute to roadmap planning.

• Resolved complex technical issues, leading process improvements, and maintaining strong client relationships to ensure customer satisfaction and seamless service delivery. Skilled in documentation, stakeholder communication, and troubleshooting customer account challenges.
• Facilitated the resolution of complex technical issues, serving as the primary point of contact for escalated cases.
• Led or supported the implementation of customer-facing process changes, ensuring smooth transitions for both teams and customers.
• Built and maintained strong relationships with key customers, stakeholders, or clients.
• Acted as a point of contact for important customers, ensuring they were satisfied with services/products.
• Identified and resolved any issues or challenges that arose in customer accounts.
• Ensured that technical documentation and implementation guides were clear, accurate, and accessible for clients and internal teams.

• Worked with clients during the onboarding process to set-up and connect their Engage platform with their email, CRM, and the ZoomInfo main platform.
• Provided direct technical support to clients during the implementation phase, resolving integration issues and ensuring a smooth transition.
• Provided follow-up support directly after the implementation for any questions or concerns.
• Collaborated with Account Management, Client Solutions Managers, and our Learning and Development team to ensure we provided the highest level of support to our clients.
• Provided feedback to our Product Management team to identify any enhancements or issues that were found during the implementation process.

• Took ownership of the department to lead client system integration projects. Created standards and processes to support and facilitate integration projects and initiatives. Communicated with customers’ internal points of contact and teams throughout the implementation project life, ensuring proper documentation was provided to post onboarding teams.
• Provided integration environment technical knowledge and experience during planning, execution, and management phases of the process.
• Created and sent integrator's weekly reports, including total usage, breaking down applications approved, and different errors.
• Researched and diagnosed software issues in customer web application products in relation to API connectivity.
• Analyzed service request tickets that needed engineering attention.

• Launched the department to lead client system integration projects. Created and implemented department policies and procedures. Served as liaison with internal teams, clients, vendors, and government agencies.
• Introduced strategic and tactical action plans to successfully reduce client integrations from a 2+ year timeline to 6 weeks by creating set-up, testing, and go-live procedures.
• Led 118 projects in 2018, encompassing escalation management and mission-critical data migrations, completing over 95% on time.
• Coordinated custom meeting with third parties throughout the implementation project.
• Directed client meetings, identifying business requirements to deliver best-practice recommendations.
• Maintained expert level knowledge of E-ticketing, IATCI, and GDS/Interline/Codeshare to assist in set-up.
• Stayed informed about emerging trends and industry best practices, including IATA and ATPCO, ensuring compliance and alignment with industry standards in client integrations and operational processes.

• Spearheaded the creation of a new department accountable for managing the new client onboarding process. Traveled internationally to provide on-site support for system migrations and product launches.
• Developed test scripts for client use in the testing system during onboarding, ensuring system functionality prior to go-live.
• Worked closely with new clients via on-site and virtual sessions, learning client business models to aid in the development of technical support systems and enable accurate system setup.
• Evaluated team performance and oversaw departmental training activities, ensuring all department members received functional product expertise.
• Created and implemented policies and procedures to streamline cross-departmental collaboration and strengthen the overall efficiency of client implementations.

• Coached and developed a global team of representatives providing high-quality customer service who investigated requests and resolved customer issues through telephone and email.
• Expanded department operations from Monday-Friday to 24x7 support with staff in the US, India, and Costa Rica, a growing team from 4 to 12 employees.
• Created and implemented a program to monitor key performance indicators (KPIs) and metrics, including calls, chats, tickets, and adherence to service level agreements (SLA).
• Developed and launched a searchable, shared knowledge base, enabling team members to easily access and retrieve release notes, troubleshooting tips, installation guides, and policies/procedures.
• Introduced software system which enabled clients and internal partners to track support tickets as well as manage client product enhancements and inquiries.
• Sourced and hired support team members, coaching and mentoring through weekly meetings and annual reviews to ensure professional growth within the organization.
• Established and documented department policies and procedures, addressing performance expectations and ensuring consistency in day-to-day operations.

• Oversaw daily activities and supervised a team of client support representatives providing first-level technical assistance to customers. Coached team members to research issues and resolved escalated tickets.
• Created and facilitated training sessions and workshops for client service team members, reviewing new release items and ensuring understanding of policies and procedures.
• Developed product documentation and education, ensuring the team had the needed information to provide accurate and timely feedback to clients.
• Monitored and reviewed tickets submitted to the development team, ensuring complete and accurate data was provided along with supporting documentation to achieve quick resolution for the client.