Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Timeline
Generic

Nikki Soares-Morand

Glendale,AZ

Summary

Veteran Project Manager with many years of experience overseeing program design and project execution. Collaborated with internal department heads and external partner representatives to define program goals and achieve results. Effective professional exceeding expectations.

Overview

10
10
years of professional experience

Work History

Director of Program Management

J-Curve Technologies
Tempe, AZ
06.2016 - 02.2020
  • Responsible for the oversight of Project Management teams, new client implementations for enterprise accounts, account management, and sales support.
  • Project oversight for internal teams, including software development teams, and professional services departments.
  • Management of key client accounts, including Cox Business, Vonage Business, and Walmart Streaming Services (VUDU product).
  • Implementation of over $10M of total revenue, with ongoing account management ownership for over $350,000 of monthly recurring revenue.
  • Responsible for the scope, requirement definitions, and solution design processes for software/application development initiatives across the organization.
  • Oversight of sales support and service delivery processes, including management of the proposal process, fulfillment of contracts and legal agreements, and implementation of client services, followed by a transition to the operational environment.
  • Oversight of monthly and quarterly business reviews for key clients.
  • Key operational activities include monitoring and controlling Service Level Agreement (SLA) and quality metrics for key accounts under the enterprise umbrella.

Senior Project Manager

J-Curve Technologies
Tempe, Arizona
05.2012 - 06.2016
  • Working with the sales and business development teams to coordinate sales support efforts, as well as develop requirements and design services for new clients.
  • Managing the implementation of new client accounts, including coordinating employee training, process design, infrastructure design, inclusion of operational teams, managing to a project plan, and remaining compliant with key dates and goals.
  • Leading project management efforts with the internal software development team(s) to improve proprietary systems, and implement new systems and infrastructure.
  • Responsibility for sales and marketing efforts, including the company website, collateral, proposal templates, scope of work parameters, etc.
  • Implementation of internal systems, coordinating with external vendors, inclusive of two HRIS systems (ADP and Paychex), and an internal instance of Salesforce.
  • Designing Standard Operating Procedures and communication plans for key accounts while gaining agreement from internal and external stakeholders.
  • Oversight of consulting engagements with prospective clients, existing clients, and strategic partners to obtain business, and additional recurring revenue.
  • Ongoing account management responsibility for key enterprise accounts, inclusive of communications, quarterly business reviews (QBRSs), and tracking key initiatives.

Technical Team Lead

J-Curve Technologies
Tempe, AZ
06.2010 - 05.2012
  • Oversight of a team of approximately 15 to 25 technicians, including metric management and individual coaching.
  • Identified areas of improvement in existing systems and proposed solutions or alternatives.
  • Conducted regular performance reviews with direct reports.
  • Acting as a subject matter expert (SME) within the team.
  • Working with clients regarding ongoing areas of improvement, and coaching the team to meet metrics and goals associated with these improvements.
  • Handling of customer escalations and customer requests that required advanced technical expertise
  • Monitoring service level, ticket queues, individual employee performance, and other metrics.
  • Troubleshooting in unique client environments, with a focus on enterprise cloud communications, unified communications, and IP telephony.
  • Coordinated with stakeholders from different departments to ensure alignment between business objectives and technical implementation plans.
  • Configuration of a new customer environment, including provisioning devices and the setup of networking equipment.

Education

Bachelor of Arts - Interdisciplinary Studies

Arizona State University
Tempe, AZ
12-2019

Skills

  • Project management
  • Client account management
  • Requirements gathering
  • Solution design
  • Sales support
  • Customer relationship management
  • Business analysis
  • Process improvement
  • Stakeholder communication
  • Risk assessment
  • Cross functional leadership
  • Event planning and execution

Affiliations

  • Volunteered time as a CASA (Court Appointed Special Advocate) for youth in the care of the Department of Child Services from 2021 to 2024.
  • Assist low-income families with legal strategies and support on an ongoing basis.

Accomplishments

  • Graduated summa cum laude from Arizona State University.
  • Consistently promoted for over a decade at J-Curve Technologies due to outstanding results and performance.

Timeline

Director of Program Management

J-Curve Technologies
06.2016 - 02.2020

Senior Project Manager

J-Curve Technologies
05.2012 - 06.2016

Technical Team Lead

J-Curve Technologies
06.2010 - 05.2012

Bachelor of Arts - Interdisciplinary Studies

Arizona State University

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