Christine Bowers
North Royalton,OH
Summary
Results-driven Implementation Manager with a proven track record in project management, risk assessment, and cross-functional collaboration. Developed training materials and enhanced software adoption, driving customer satisfaction and operational efficiency.
Overview
14
14
years of professional experience
Work History
Implementation Manager
Foundation Software
Strongsville, Ohio
03.2018 - Current
- Created training materials for end-users, facilitating software adoption and improving usability.
- Evaluated project risks and developed mitigation strategies during implementation phases.
- Analyzed customer feedback and identified areas for improvement in existing implementations or processes.
- Managed the implementation of new software systems, ensuring that all requirements were met and deadlines were adhered to.
- Coordinated cross-functional teams, driving project alignment and ensuring timely execution.
- Documented project plans and progress to maintain clear communication with stakeholders.
- Developed and tracked project plans and timelines for each implementation, ensuring on-schedule completion.
- Identified potential risks associated with new implementations and developed strategies to mitigate them.
- Conducted training sessions for staff members on how to use newly implemented systems effectively.
- Provided regular updates to stakeholders regarding project status and progress towards objectives.
- Developed detailed reports outlining the scope, timeline, budget, resources required, and other relevant information pertaining to each implementation.
- Analyzed workflows and established priorities for daily operations.
- Kantata
- Trainer Tier Structure
- Department Bonus Structure
- Conducted employee reviews and recommended raises based on performance.
- Developed tracking system for client cancel calls
- Developed guidelines on timeframes for implementing specific modules
- Identified problem areas within the Implementation process and developed new roles around them
- Hire and document to terminate employees.
- Contract Cancellations - negotiate with clients opting out of their contract and evaluate early contract release and refunds.
- Employee and Client Retention Assessments - understand the urgency of a situation and escalates accordingly.
- New Client and Additional Training Assignments - analyzes Implementation Specialists book of business and provides product knowledge, then assigns clients accordingly
- Implementation Data Analysis - Using Kantata, project clients' time to value by evaluating customer attributes and implementation specialists' experience.
- Kantata (Mavenlink) Administrator - led department onboarding and software maintenance, collaborating with external consultants and cross functionally with internal teams. Includes: Commission sheets, Google Docs, Microsoft Outlook and a client portal. Integrations with Customer Success, Sales, Tech, Accounting and Salesforce teams.
- Mentorship - supports, coaches and guides implementation specialists and supervisors to deliver exceptional customer satisfaction.
- Strategic Growth - partnered with upper management to develop and implement innovative implementation strategies and goals.
Implementation Coordinator
Foundation Software
Strongsville, Ohio
03.2016 - 02.2018
- Managed project timelines and deliverables to ensure smooth client onboarding.
- Developed process documentation to streamline implementation workflows and improve client interactions.
- Resolved client issues promptly, ensuring satisfaction throughout the implementation phase.
- Resolved customer inquiries related to software implementations in a timely manner.
- Facilitated conflict resolution during implementation process, ensuring client satisfaction.
- Monitored progress of projects against established milestones and communicated any delays or issues to stakeholders.
- Developed processes to improve efficiency of future implementations.
- Identified potential problems that could impede successful completion of projects.
- Analyzed customer feedback to identify areas for improvement in existing systems.
- Strengthened customer relationships and loyalty through personalized experience plans.
- Collaborated with internal teams to ensure proper integration of different components.
- Assisted in the development of project plans and schedules for software implementations.
- Monitored milestones and deliverables to stay ahead of schedules and proactively spot potential roadblocks.
- Assigned specific tasks to personnel, balancing scheduling demands, available resources and personal skill sets to achieve best possible project outcomes.
- Brought in additional project personnel and resources to meet demands.
- Developed Role
- Posted Balances
- Talked to angry clients
- Developed client facing documents explaining the implementation process
- Delivered presentations for CPA roadshow events
- Managed 6 Implementation Specialists; monitored onboarding KPIs and mentored trainees.
- Evaluated client satisfaction and offered strategies to drive desired business goals.
- Guided clients through financial data conversations and bookkeeping operations.
- Collaborated with management to compose workflow documentation and internal best practices.
- Organized and presented customer educational virtual learnings via GoToWebinar.
Field Trainer
Foundation Software
Strongsville, Ohio
02.2012 - 02.2016
- Developed and delivered tailored curriculum for virtual and on-site training sessions.
- Developed training materials for new product features and updates.
- Conducted on-site training sessions to ensure proper implementation of company policies and procedures.
- Trained field staff on software installation and operational procedures.
- Assisted in troubleshooting technical issues during on-site training sessions.
- Collaborated with management to identify training needs and gaps in knowledge.
- Developed and implemented training programs for new field employees.
- Created a library of resources, such as videos, documents, and articles, for use by field trainers during their sessions.
- Created instructional videos to help clients effectively navigate system features.
- Guided groups of 15-20 clients through five-step onboarding process, ensuring successful graduation.
- Presented at User Conference
- Managed multiple projects simultaneously while meeting tight deadlines without compromising quality standards.
- Provided ongoing client support, addressing escalations to resolve customer concerns and promote alignment.
Education
Bachelor of Arts - Exercise Science
Baldwin Wallace College
Ohio05-2009
Skills
- Software implementation
- Project management
- Risk assessment
- Data migration
- Workflow analysis
- Process improvement
- Customer relationship management
- Stakeholder communication
- Cross-functional collaboration
- Team leadership
- Department management
- Analytical thinking
- Problem solving
- Attention to detail
- Time management
- Adaptability and flexibility
- Multitasking Abilities
- Technical training
- Excellent communication
- Excellent communication
Timeline
Implementation Manager
Foundation Software
03.2018 - Current
Implementation Coordinator
Foundation Software
03.2016 - 02.2018
Field Trainer
Foundation Software
02.2012 - 02.2016
Bachelor of Arts - Exercise Science
Baldwin Wallace College