NICOLE KNOX
Rowlett,TX
Summary
Project coordinator and customer success professional with a background in SaaS implementation, healthcare IT, and enterprise client support. Coordinates onboarding, platform migration, and project tracking using Smartsheet, Salesforce, and ServiceNow while supporting adoption, retention, and clear communication across technical and business teams.
Overview
1
1
Certification
12
12
years of professional experience
Work History
Customer Success Manager (Temporary)
Crescendo
Dallas, Texas
03.2024 - 09.2026
- Reviewed key account performance indicators and tracked user adoption metrics with cross-functional teams to enhance customer satisfaction and retention.
- Facilitated software platform migration and onboarding, ensuring smooth setup and promoting strong client adoption across multi-sport and enterprise accounts.
- Monitored customer health metrics and tracked revenue in Salesforce to enhance support for enterprise and custom account portfolios.
- Streamlined daily customer operations by sharing real-time updates through Salesforce and Slack, enabling clear communication across departments.
Project Coordinator (Contract)
HLJ Companies / BMO Bank Merger & Acquisition
10.2022 - 03.2024
- Knowledge Sharing: Maintained centralized project documentation via Google Drive and actively mentored entry-level project coordinators on tools and best practices.
- M&A Coordination: Coordinated large-scale merger and acquisition initiatives by aligning timelines, legal documentation, and cross-departmental workflows to ensure project milestones were met.
- Execution Strategy: Partnered in developing detailed project schedules to ensure seamless, compliant transaction execution.
- Integration Support: Supported workforce integration efforts by managing staff transitions, aligning benefits, and harmonizing policies to create a cohesive organizational culture.
- Meeting Architecture: Orchestrated multi-team meetings across Teams, Zoom, WebEx, and Google Calendar, capturing and distributing concise action-oriented notes.
- Tracking & IT Support: Built project tracking frameworks in Smartsheet and resolved daily IT service and integration tickets using ServiceNow.
- Established data governance policies to enhance data integrity and compliance: Established structured, intuitive folder systems in Google Drive, significantly improving data accessibility, file organization, and version control.
Project Coordinator (Contract)
Zimmer Biomet
01.2021 - 10.2022
- Coordinated complex IT project phases, ensuring adherence to project budgets and timelines while meeting corporate objectives.
- Progress Optimization: Led routine stakeholder check-ins to evaluate milestones, mitigate risks, and dynamically pivot project plans as roadblocks arose.
- Concurrent Tracking: Maintained and tracked simultaneous project schedules using Smartsheet, maximizing delivery efficiency.
- Acted as the primary liaison between internal technical teams and external clients, fostering clear communication and client satisfaction.
- Supported IT service delivery via ServiceNow, resolving technical tickets to enhance operational efficiency.
Customer Success & Implementation Manager
DISYS / Access DX Labs
05.2019 - 01.2021
- Spearheaded client onboarding and SaaS software implementations, aligning platform configurations with business requirements to enhance user experience.
- Fostered deep client relationships through proactive communication, resulting in a 25% increase in customer retention.
- Client Satisfaction: Conducted post-implementation ROI assessments and user training, achieving a stellar 100% post-training satisfaction rate.
- Authored comprehensive training materials and user documentation, leading to a 15% reduction in customer-reported technical issues.
Implementation Software Consultant
CDK Global
05.2018 - 03.2019
- Managed technical software implementations and delivered tailored on-site user training, resulting in immediate user adoption.
- Analyzed client requirements to develop tailored implementation strategies.
- Standardized implementation deployment plays, enhancing efficiency and consistency across client accounts.
- Collaborated with cross-functional teams to ensure seamless project delivery.
- Trained clients on software functionalities and best practices for usage.
Epic Go-Live Implementation Project Manager
HCI Group
12.2017 - 04.2018
- Healthcare IT Launch: Led end-to-end Epic go-live activities, coordinating multi-module clinical efforts, tracking budget, and managing immediate risks to ensure successful implementation.
- Staff Readiness: Directed intensive training and elbow support initiatives, enhancing nursing staff readiness and accelerating system adoption.
- Managed project timelines and deliverables for multiple client implementations.
- Coordinated cross-functional teams to ensure project alignment and communication.
- Developed detailed project plans to track progress and resources effectively.
Implementation Manager I
Conexis / WageWorks
12.2014 - 11.2017
- Led the implementation of health and benefits programs for diverse clients.
- Guided clients through software implementation lifecycle and platform configurations, ensuring successful onboarding experiences.
- Managed client onboarding processes to ensure seamless transitions and satisfaction.
- Resolved complex post-implementation technical issues, facilitating seamless software transitions and enhancing client satisfaction.
- Coordinated project timelines and deliverables among cross-functional teams.
Education
Bachelor of Science - Psychology
Capella University
Associate of Arts -
Brown Mackie College
Skills
- Project management and delivery
- Agile and waterfall methodologies
- Risk tracking and resolution
- Cross-functional collaboration
- Stakeholder communication
- Client implementation management
- Status reporting
- Smartsheet and ServiceNow proficiency
- Jira and Asana expertise
- Trello and MS Project skills
- Google Workspace and Excel proficiency
- Tableau and Salesforce integration
- SharePoint management
Certification
Certified ScrumMaster (CSM) | Scrum Alliance
Timeline
Customer Success Manager (Temporary)
Crescendo
03.2024 - 09.2026
Project Coordinator (Contract)
HLJ Companies / BMO Bank Merger & Acquisition
10.2022 - 03.2024
Project Coordinator (Contract)
Zimmer Biomet
01.2021 - 10.2022
Customer Success & Implementation Manager
DISYS / Access DX Labs
05.2019 - 01.2021
Implementation Software Consultant
CDK Global
05.2018 - 03.2019
Epic Go-Live Implementation Project Manager
HCI Group
12.2017 - 04.2018
Implementation Manager I
Conexis / WageWorks
12.2014 - 11.2017
Bachelor of Science - Psychology
Capella University
Associate of Arts -
Brown Mackie College