University of South Carolina

University of Rhode Island

Universidad de Salamanca

Locust Valley High School

Trailhead by Salesforce

Director of Client Services  -  Salesforce.org Premium Partner  -  Certified SAFe Agilist  -  Remote Leader & Advocate  -  PT Digital Nomad ☁️ 🌱  ☮

Oversee, manage and grow the portfolio of Nonprofit markets, including P&L responsibility. Develop new services/solutions and manage go-to-market (GTM) strategies. Serve as a primary liaison to the Product Team, advising on product enhancements and roadmap. Foster collaboration across internal departments, and externally with clients and stakeholders. Lead client engagement estimation efforts from the Services perspective, ensuring alignment with Business Development objectives on behalf of prospects and clients. Ensure appropriate client team resourcing and skills to successfully achieve client goals and deliver high client satisfaction. Motivate, coach and mentor client teams to manage and deliver on clients’ needs and goals. Drive methods of consistent alignment between client Executive Sponsor objectives and business user requirements, resulting in better attainment of business value objectives for Nonprofit clients.

Exponent Partners

Director of Nonprofit Markets & Portfolios

Director of Client Services managing a successful ~$5M consulting portfolio for a Salesforce Premium Partner & Certified B Corp.  Practice an advisory, success-oriented client engagement methodology in order to continually increase client satisfaction and expansion sales.  Serve as a trusted consultative advisor to nonprofit executives across North America & Australia.  Lead and coach a high-performing distributed team of 15 Solution Architects, Sr. Consultants and Data Migration experts implementing custom Salesforce technology solutions for nonprofit organizations.  Serve on the Senior Leadership Team to align Client Services portfolio priorities with Business Development, Customer Success and Product Development strategic plans.  Serve as Services delivery expert in the pre-sales process, working with Business Development to secure new logos.  Achieved 86% expansion work within current client portfolio.  Prioritize growth of recurring-revenue solutions including data services, change management services and strategic advisory services.

Key Accomplishment:
 Successfully moving Exponent's Human Services Portfolio up-market from smaller, general markets clients to larger mid-market clients with more complex scopes and implementations.

Director of Client Services

Led a growing consulting practice of Solution Architects, Senior Consultants and Data Migration Consultants for a Salesforce Premium Partner.  Served as Services product liaison for Exponent Case Management (ECM), Exponent's proprietary nonprofit case management solution built on the Salesforce platform.  Served as Engagement Manager, partnering with strategic, high-value nonprofit clients to ensure successful Salesforce & ECM implementations that met their long-term organizational needs and goals. Created new solutions and services to meet the evolving needs of Exponent clients and grow portfolio/company revenue streams.  Supported the pre-sales cycle by assisting with project scoping and estimation.  Represented value proposition for solutions needed to ensure successful implementations and client experiences.

Key Accomplishment:
 Increased Exponent's Human Services Portfolio performance from ~55% positive client health & satisfaction ---> 90% positive client health & satisfaction.

Professional Services Practice Manager

Successfully led the global go-to-market launches for new Blackbaud products, services and solutions across North America, Europe & Australia.  Provided strategic prioritization and leadership oversight for a complex portfolio of ~40 active, highly visible launch readiness projects. Directly managed and coached a high-performing, distributed team of 7 program & project managers, and led ~45 other matrixed resources. Drove company-wide security initiatives including the Transport Layer Security (TLS) & General Data Protection Regulation (GDPR) compliance programs.  Served as Leadership Sponsor for Blackbaud's onsite data center migration to the Microsoft Azure Cloud.  Implemented new Business Readiness methodologies resulting in a standard framework and consistent product launch business processes across Blackbaud.  Created and presented data-driven portfolio management scorecards and dashboards for executive operating reviews.  Drove cross-company business readiness by guaranteeing key stakeholders across the globe were actively engaged in the success of new product, solution and services launches. 

Key Accomplishment:
	Successfully centralized the execution Blackbaud's global security compliance initiatives within a central North American Program Management Office (PMO)

Blackbaud

Senior PMO Manager, Business & Launch Readiness (Research & Development)

Established Blackbaud's first formal company-wide Early Adopter Program based on proven industry methodologies.  Partnered with strategic customers on the development of new products, solutions and services.  Advanced client success by actively recruiting and engaging thought-leading customers in the product development process.  Worked closely with senior executives across the company -- including GMs, Presidents, CFO, Legal Counsel -- as well as other leaders in Sales, Services, Success, Support, M&A's, Partnerships, Finance and other key stakeholder groups.  Established the rules of engagement with leaders in Finance, Legal and Sales to develop win/win contractual terms that satisfied clients without sacrificing company bookings and revenue. Worked with Success, Services and Support teams to develop complementary offerings and methodologies.    Created and presented data-driven portfolio management scorecards and dashboards for executive operating reviews.  Served as chief liaison between RDO & business stakeholders to develop cross-departmental launch and risk mitigation plans.  Drove cross-company business readiness by guaranteeing key stakeholders across the globe were actively engaged in the success of new product, solution and services launches. 

Key Accomplishment:
	Established the new Blackbaud Readiness Center of Excellence (COE) to successfully program manage global Early Adopter Programs & World-Wide Launches

Early Adopter Clients included:
- Catholic Archdiocese of New York
- Human Rights Watch
- Operation Smile
- University of Oxford

Business Readiness Product Manager (Product Management)

Key player within Blackbaud Professional Services division, acting as an industry expert on the application of fundraising technologies and CRM best practices.  Primary client-facing representative and subject matter expert throughout the client relationship lifecycle, including onsite consultative work and ongoing project management.  Collaborated with technical resources to ensure that customizations and integrations were completed to quality standards within scope and budget.  Served as Vertical Principal leading practice development efforts in order to ensure best practices were shared and successfully applied across projects.  Collaborated with Product Development to improve CRM functionality based on collective client feedback.  Partnered with sales account managers and solution engineers to scope and sell CRM implementations to the most complex enterprise-level and federated clients.

Key Accomplishment:
 Served as Lead Principal Consultant for Blackbaud's largest strategic, high-value client for a multi-year $8.5M Enterprise CRM implementation project

Enterprise Clients included:
- American Diabetes Association
- Canadian Diabetes Association
- March of Dimes
- Planned Parenthood
- West Point 
- Yale University

Senior/Principal Enterprise Solutions Consultant (Professional Services)

Senior director responsible for securing philanthropic revenue to preserve New England’s premiere collection of 11 historic museum properties. Directed the major giving, planned giving, annual giving, corporate & foundation relations, and membership programs.  Personally managed a portfolio of top-rated prospects through the various stages of cultivation, solicitation and stewardship.  Managed a broad agenda of donor stewardship events in Newport and along the East Coast and co-managed major fundraising events.  Implemented a comprehensive & aggressive 5-year fundraising strategy for Society’s first formal Development department.  Oversaw conversion to Blackbaud Raiser’s Edge database resulting in quicker fulfillment of member services, enhanced reporting and analytical capabilities, and significantly improved departmental efficiency. Employed Blackbaud Analytics data mining & prospect modeling services, quickly identifying a significant untapped pool of annual and major gift prospects, resulting in more effective staff and volunteer solicitations.

Key Accomplishment:
 Established The Preservation Society's first formal Fund Development Office and lead the first formal multi-million dollar Major Giving campaign

The Preservation Society of Newport County

Director of Development

Directed the membership program and co-managed the development office for one of the nation’s oldest genealogical societies.  Collaborated with the Membership Committee to develop innovative membership outreach programs.  Served as staff lead for the Prospect Review & Cultivation Committee.  Planned and executed member programming and fundraising events.  Managed and maintained the Society’s prospect & donor database.  Designed, produced and analyzed prospect, solicitation and gift reports.  Provided ongoing and meaningful stewardship to Society members and donors.

Jennifer Paquette, CFRE, SA