Sean Chance Singleton
Atlanta
Summary
An enthusiastic AML professional with a strong background in customer support, relationship management, product testing, client training, and implementing solutions for Tier 1 Financial Institutions. Solution-focused and adaptable, I embrace change, take on responsibility, and approach challenges with positivity. As a self-motivated and high-energy individual, I thrive in both independent and team environments. With excellent communication and interpersonal skills, I build strong relationships both externally with customers and internally within organizations. Highly organized and able to perform well under pressure, I am also comfortable working remotely when needed. Holding both Irish and American citizenship, I bring a global perspective to my work.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Senior Project Manager
SymphonyAI
London
05.2023 - 03.2025
- Maintained schedules to meet key milestones at every project phase.
- Directed changes to project scope and cost and implemented appropriate change management processes to keep project on track.
- Presented regular status reports to executive leadership, providing insights into progress made toward achieving key milestones.
- Mentored junior project managers and team members to enhance their skills and career growth.
- Project/Implementation Management - Managing the lifecycle of the project from post-sale into business as usual
- Developed and maintained project budgets to control costs and meet organizational and project goals.
- Led cross-functional teams for successful project delivery within scope, schedule, and budget constraints.
- Conducting requirements gathering workshops onsite and virtually
- Identify and mitigate risks that arise throughout the project
- Creation of User Acceptance Testing plan/strategy
- Leading Customer User Acceptance Testing to completion
- Delivering detailed Training in person and virtually: Train the trainer, Train the SME, Train theend-users
- Running Configuration and Validation workshops with the Customer
- Developed comprehensive project plans, identifying risks and mitigation strategies for timely completion.
Senior Implementation Manager /Customer Success Manager
AMLRightsource
London
10.2022 - 05.2023
- Implemented continuous improvement initiatives within the team, resulting in greater efficiency and effectiveness in delivering solutions.
- Coordinated with sales teams to identify potential upselling opportunities during the implementation process, increasing overall revenue.
- Managed client expectations during implementations by maintaining clear communication about project status and any potential delays.
- Developed comprehensive implementation plans for complex projects, ensuring all stakeholders were engaged and informed throughout the process.
- Streamlined implementation processes by identifying and resolving bottlenecks, leading to more efficient project timelines.
- Reduced project risks by conducting thorough assessments of potential challenges before beginning implementations, allowing proactive mitigation strategies to be put in place.
- Created customized onboarding materials tailored to each client''s unique needs, facilitating smoother transitions to new systems or processes.
- Supported successful system integrations by working closely with technical teams to troubleshoot issues and address client concerns promptly.
- Served as a trusted advisor to clients during implementations, providing expert guidance and recommendations based on extensive industry experience and knowledge.
- Established strong relationships with clients through regular check-ins and progress updates, fostering long-term partnerships.
- Managed the execution of multiple simultaneous implementations, ensuring all projects were delivered on time and within budget.
- Collaborated with cross-functional teams to ensure timely delivery of quality solutions for clients.
- Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
- Conducted post-implementation follow-ups to solicit valuable feedback from customers, enabling further enhancements in service quality.
- Created customer support strategies to increase customer retention.
Senior Implementation Manager EMEA
VTS
London
10.2021 - 10.2022
- Presented findings from completed implementations at industry conferences and events, showcasing organizational expertise and promoting thought leadership.
- Evaluated success metrics post-implementation for ongoing analysis of project outcomes and identification of areas for improvement moving forward.
- Developed comprehensive implementation plans for complex projects, ensuring all stakeholders were engaged and informed throughout the process.
- Championed data-driven decision making within the organization, using insights gleaned from past projects to inform future strategies and approaches.
- Collaborated with cross-functional teams to ensure timely delivery of quality solutions for clients.
- Managed the execution of multiple simultaneous implementations, ensuring all projects were delivered on time and within budget.
- Coordinated with sales teams to identify potential upselling opportunities during the implementation process, increasing overall revenue.
- Enhanced client satisfaction by providing detailed training and support during solution rollouts.
- Created customized onboarding materials tailored to each client''s unique needs, facilitating smoother transitions to new systems or processes.
- Established strong relationships with clients through regular check-ins and progress updates, fostering long-term partnerships.
- Supported successful system integrations by working closely with technical teams to troubleshoot issues and address client concerns promptly.
- Conduct requirements gathering sessions
- Conduct product Launch days at large commercial buildings - ensuring as many tenants sign onto the app.
- Managing the complete lifecycle of the project from post sale into business as usual
- Managing budgets to ensure projects are on budget, timelines are met, and deliverables are delivered
Technical Implementation Consultant
Arachnys Information Services
London, KY
10.2018 - 10.2021
- Collaborated with cross-functional teams to ensure seamless integration and adoption of new systems for clients.
- Maintained clear documentation of project progress, ensuring transparency among all stakeholders throughout the implementation process.
- Managed project risks effectively, establishing contingency plans and proactive issue resolution strategies to minimize disruptions during implementation.
- Provided exceptional remote support to clients during off-site implementations, ensuring minimal downtime during critical transitions.
- Ensured seamless data migration, developing comprehensive data mapping plans to support accurate transfer between systems.
- Collaborated with internal departments to confirm timely and accurate delivery and implementation of customer orders.
- Optimized client''s workflows, analyzing existing processes and recommending improvements during system integration.
- Improved client satisfaction by providing tailored implementation solutions to meet their business needs.
- Developed strong relationships with clients, fostering trust and long-term partnerships through professionalism and expertise.
- Communicated effectively with third-party personnel involved in implementation efforts, coordinating activities to maximize progress.
- Authored user documentation to help train third-party personnel on newly-implemented [Product or Service].
- Exceeded client expectations by delivering customized training sessions that enabled efficient utilization of newly implemented systems.
- Conducted post-implementation reviews for continuous improvement opportunities in future projects.
- Contributed to sales efforts by participating in pre-sales meetings and presenting compelling demonstrations of consulting capabilities.
- Offered client training services via on-site and online interaction to streamline onboarding process for newly implemented systems.
- Studied customers' business processes to customize implementation measures for minimal disruption to operations.
- Configured implementation parameters based on customer requests and personal inspection of clients' limitations.
- Delivered exceptionally high level of professionalism and support to each client, upholding company's commitment to service.
Customer Success Specialist
Arachnys Information Services
London
06.2018 - 10.2018
- Conducted regular account reviews to assess client status, identify opportunities, and ensure continued success.
- Collaborated with cross-functional teams to advocate for customer needs and drive product improvements.
- Implemented process improvements that resulted in increased efficiency within the Customer Success team.
- Enhanced team collaboration, sharing best practices and working together to resolve complex issues.
- Developed comprehensive product knowledge to provide accurate information and effective troubleshooting assistance.
- Analyzed usage data to identify trends, anticipate challenges, and proactively address potential issues before they escalated.
- Provided ongoing training sessions for clients in order to maximize software adoption and utilization.
- Reduced churn rates by identifying at-risk customers and implementing targeted retention strategies.
- Increased customer satisfaction by addressing concerns and providing tailored solutions for their needs.
- Actively sought customer feedback on products/services in order to improve quality and enhance overall experience.
- Boosted customer retention rates through proactive communication and building strong relationships.
- Promoted a positive brand image by consistently delivering exceptional customer service experiences.
- Managed a portfolio of key accounts, ensuring timely issue resolution and consistent communication with stakeholders.
- Mentored new hires within the Customer Success team contributing towards overall improvement in team performance and cohesion.
- Improved response times by streamlining support processes and prioritizing urgent requests.
- Delivered detailed reports on account progress/health allowing management to make informed decisions about resource allocation.
- Negotiated contract renewals/upgrades with existing clients leading to increased revenue streams.
- Led customer workshops and webinars to educate users on product features, updates, and best practices.
- Created product training plans centered on customer success and satisfaction.
- Worked closely with sales team on understanding customer requirements, promoting products and delivering sales support.
- Responded to specific customer requests, including RFP responses and industry-specific solutions.
- Collaborated with cross-functional teams to deliver successful product implementations.
- Configured and modified product systems to meet customer-specific needs.
English as a Second Language (ESL) Teacher
Intercontinental Language Center
Ho Chi Minh City
11.2016 - 04.2018
- Teaching math, science, and English to students between the ages of 5 and 18 years old with a primary focus on the English language.
- Leading group study, discussion and demonstration
- Introduction of new concepts
- Behavior and rule enforcement
- Objective communication
- Evaluation and observance of students
- Challenging students in preparation for advanced education
- Material preparation and delivery
- Assisted struggling students by offering one-on-one tutoring sessions to address specific areas of concern.
- Improved student engagement by incorporating interactive activities and group projects in lesson plans.
- Strengthened students'' writing skills through focused lessons on grammar, punctuation, and overall composition techniques.
- Boosted student confidence in speaking abilities through consistent practice and constructive feedback.
Authentication Analyst Enterprise Accounts
Symantec Corporation
Dublin
08.2012 - 07.2016
- Management of all authentication levels and products for enterprise accounts of Symantec's VeriSign and Thawte brands focusing on the EMEA region.
- Ensure that the Customers comply with Certificate Authority's policies and procedure on Organization and Domain’s Certificate Enrolling requirements (KYC investigations).
- Responsible for verifying the Operational existence of the Organization requesting the certificate using qualified premium independent databases, open-source research, analysis of client outreach documentation.
- Ensure that Certificates are monitored against the U. S. Export, Treaty and Trade Compliance Laws, meet the compliance requirements set by CA/Browser Forum and pass the security audits conducted by KPMG.
- Cooperated with Trade & Compliance teams to evaluate and confirm customer eligibility for services while complying with a set of external policies and internal guidelines
- Built, maintained and expanded relationships with major enterprise customers while liaising with various teams across Symantec’s different locations.
Education
Bachelor of Science - Public Relations / Marketing, Psychology
Sage University of Albany
Albany, NY05-2010
Associate of Arts - Liberal Arts
Hudson Valley Community College
Troy, NY05-2006
High School Diploma -
Saratoga Springs High School
Saratoga Springs, NY01.2004
Skills
- Project planning
- Scope management
- Client relationship management
- Project scheduling
- Project plan development
- Cross-functional communication
- Training and mentoring
- Cost control
- Agile methodology
- Requirements gathering
- Documentation management
- Multi-project management
- Problem-solving
Certification
Introduction to Project Management
- The University of Adelaide College
Teaching English as a Foreign Language Certificate (TEFL)
- TEFL Institute
Timeline
Senior Project Manager
SymphonyAI
05.2023 - 03.2025
Senior Implementation Manager /Customer Success Manager
AMLRightsource
10.2022 - 05.2023
Senior Implementation Manager EMEA
VTS
10.2021 - 10.2022
Technical Implementation Consultant
Arachnys Information Services
10.2018 - 10.2021
Customer Success Specialist
Arachnys Information Services
06.2018 - 10.2018
English as a Second Language (ESL) Teacher
Intercontinental Language Center
11.2016 - 04.2018
Authentication Analyst Enterprise Accounts
Symantec Corporation
08.2012 - 07.2016
Bachelor of Science - Public Relations / Marketing, Psychology
Sage University of Albany
Associate of Arts - Liberal Arts
Hudson Valley Community College
High School Diploma -
Saratoga Springs High School
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