North Carolina State University - College of Management

Customer Success Manager at Phenom People

- Lead technical and integration discovery conversations with clients to gather requirements needed to implement platforms and integrate tech stacks.
- Effectively communicate complex technical requirements to internal and external audiences of varying - levels of technical expertise.
- Drive operational excellence and help the customer teams scale by creating documentation, developing knowledge-sharing mechanisms, and improving internal processes.
- Expertly manage multiple implementations with competing needs while reallocating resources and reprioritizing tasks to best serve clients and the organization.
- Serve as a subject matter expert on CRM products, SaaS architecture, services, integrations, and best practices internally and in customer and sales calls.

QuantumWork Advisory

Technical Implementation Manager

- Owned and implemented a post-sale project plan to manage all onboarding, adoption, and utilization of Indeed Hiring Platform for book of 15+ clients.
- Engaged with client Talent Attraction/Acquisition teams to understand their goals for using IHP and how the platform will fit into their workflow and tech stack.
- Efficiently delivered enablement training and workshops to clients.
- Seamlessly transitioned IHP clients to our Client Success team at the appropriate time.

Indeed.com

Implementation Consultant

- Consistently exceeded net revenue retention rate of over 100% with a book of 25 enterprise customers
- Collaborated to understand customer KPIs, Goals and Initiatives to match those up with proper settings in the platform
- Shared best practices, key features and other system tips with customers to encourage higher system adoption.
- Assisted in troubleshooting technical issues reported by customers and collaborated internally to provide solutions.

Phenom People

Customer Success Manager

- Scope new customer processes to set them up for success moving forward in their implementation
- Assist customers post go-live to drive adoption and help them be successful from the beginning
- Collaborate with other teams at iCIMS to ensure a successful implementation of all purchased products
- Realize threats to the customer experience and proactively address the risk
- Address any escalations in a timely fashion to build trust with the customer
- Identify up-sell opportunities through a positive relationship with customers
- Communicate functionality changes with customers and assist with change management
- Review customer activity within the platform to ensure efficient usage
- Own relationship with customers to ensure their overall satisfaction and retention over time

iCIMS

- Worked with existing customers to upgrade their software to better support their needs 
- Responsible for the overall success of projects and satisfaction of the customer 
- Partnered with Enterprise Project Team members to complete project action items 
- Provided project planning, management, and status reporting internally 
- Facilitated change management within the customer organizations and provide technical implementation consulting

Implementation Manager

- Delivered accurate HR reports to cross-functional departments and management for analysis
- Acted in a lead role with cross-functional teams to understand reporting and metrics needs
- Coordinated and communicated HR system updates, configurations and scheduled downtime
- Coordinated with 3rd party vendors on HR system issues, tickets, projects and upgrades
- Created specifications for reports based on business needs
- Audited HR system processes and data to ensure accuracy and compliance
- Provided training and documentation to HR end users

Red Hat

HR Analyst & System Administrator

- Cultivated relationships with candidates to guide them through the interview process
- Assisted and participated in the planning and execution of events such as group interview days, career fairs, and professional organization meetings
- Supported interview coordination in North America
- Helped manage the onboarding process for all NA new-hires
- Supported Talent Acquisition team projects on a global basis

Recruiting Coordinator

- Delegated tasks to other employees successfully
- Ensured that every shift was staffed sufficiently
- Communicated performance standards with employees and assisted them in achieving those standards
- Evaluated employees based on the performance standards of the operation

Jason McMahan