SaaS Consulting Group

- The epicenter of all customer interactions: Ensure customer satisfaction above all else
- Ensure adherence to scope, budget, and timeline via internal NetSuite instance and project planning via SmartSheets on NetSuite and Salesforce projects 
- Assist with pre-sales efforts
- Assist in NetSuite license procurement process and reseller protocols  
- Ensure resource allocations and estimated work baselines reflect reality for accurate reporting
- Assist with practice development initiatives and documentation 
- Refine internal business processes for continuous improvement initiatives
- Identify upsell opportunities for existing client base  
- Assist in other facets of the business as needed

Senior Project Manager

BTM Global

- The epicenter of all customer interactions: Ensure customer satisfaction above all else
- Ensure adherence to scope, budget, and timeline utilizing SmartSheets and Mavenlink tool set 
- Ensure accurate recognition of pertinent project costs (and expenses) on regular basis
- Enhance cross functional collaboration between Vietnam offshore team and onshore team
- Cross functional collaboration efforts between Mavenlink and Oracle Retail teams 
- Assist in pre-sales scoping procedures and opportunities
- Assist in statement of work generation process 
- Assist in optimizing internal delivery methodology
- Assist in optimization and coordination with BTM's offshore personnel 
- Assist in onboarding new project/delivery managers 
- Assist in other facets of the business as needed
- NetSuite 2021 Q4 MVP Award

NetSuite Delivery Manager 

BPM LLP

- Actively a part of the Caravel + Partners business unit beneath BPM LLP
- The epicenter of all customer interactions: Ensure customer satisfaction above all else
- Ensure adherence to scope, budget, and timeline 
- Accurately document all project interactions via SmartSheets
- Assist in identifying areas of opportunity to enhance internal delivery procedures 
- Assist in other facets of the business as needed

NetSuite Project Manager

NetSuite

- The epicenter of all customer interactions: Ensure customer satisfaction above all else
- Primarily manage the delivery of NetSuite's professional services implementation (i.e. SuiteSuccess) in the health and beauty vertical 
- Manage delivery of projects for the manufacturing, retail, wholesale distribution, and food & beverage verticals
- Manage delivery of NetSuite Planning and Budgeting (NSPB) cloud projects across multiple verticals 
- Active participant for managing technical services projects across multiple verticals
- Forecast project tasks to better gauge resource availability for future projects
- Track and communicate progress of projects, ensuring scope and budget adherence via internal NetSuite instance
- Construct the presentation and sign offs for key project deliverables 
- Create project plans for SuiteSuccess implementation methodology 
- Provide pre-sales support as needed
- Identify areas in the practice for continuous improvement to better streamline customer interactions and improve overall satisfaction 
- Active participant in NetSuite Pro Bono program 
- Assist in other aspects of the business/verticals as needed

Consulting Project Principal Consultant

Oracle

- The epicenter of Customer Success: Ensure customer satisfaction above all else
- North America Applications Customer Success Pacesetter Award (FY17Q2 & FY18Q2)
- Assist with strategic management tasks on the path to executive leadership
- Drive resolution to critical customer issues, ensuring documentation of all pivotal steps
- Continuously drive revenue for the business through renewal and expansion opportunities
- Provide customers with a conduit for reaching desired resources within Oracle
- Relentless drive to coordinate the appropriate resources to solve customers' challenges 
- Never ending willingness to go to whatever heights possible to solve customers' concerns
- Team lead for Customer Success Managers (CSMs) out of training
- Responsible for over $5 million in annual reoccurring revenue (ARR) 
- Serve as point of contact for customer escalations, regardless of severity 
- Mentor new CSMs to become successful to hit team goals
- Formulate strategic approaches to maintaining uniformity across team processes
- Specialize in support of Enterprise Resource Planning (ERP) suite of products 
- Assist in support of Taleo (Taleo Business Edition (TBE) and Taleo Enterprise Edition (TEE))
- Assist in support of Oracle Service Cloud
- Assist in support of Oracle HCM Cloud
- Assist in the development of the emerging CSM HUB model for customer success
- Assist in transition and adjustment of existing processes to the CSM HUB model
- Work with Oracle's cloud based software (SaaS) on a day-to-day basis 
- Continuous cross functional interaction across various lines of business 
- Cloud Support Accreditation L1
- MOS Support Accreditation L1
- Business Analytics Accreditation L2
- EBS Accreditation L2
- Fusion Apps Accreditation L2
- JD Edwards Accreditation L2
- Platinum Support Accreditation L2
- January 2017 MVP Award Winner for HCM Cloud CSM Team
- Fiscal Year 2017 Oracle Presidents Club Nominee 
- Assist in other aspects of the business as needed

Team Leader, Customer Success

Yodle

This role was an inbound customer success position with our prime focus being one call resolution related to the clients' needs. Throughout my time in client services at Yodle, I have been blessed to collaborate with such an extraordinary team of people. My colleagues helped provide me with a strong base for future professional development. 

Some notable achievements during my employment as a customer success specialist:  
- Ensured client satisfaction above all else 
- Met key metrics for minimum performance standards (MPS) every month
- Recipient of the first City of Champion award issued quarterly 
- January 2016 highest upsell amount totaling $6,028 
- Two time superstar award winner chosen monthly 
- Proposed a bonus structure compensation change which was accepted by upper management 
- Identified opportunities for Google AdWords upsells to enhance account performance
- Took inbound calls assisting with clients' needs
- Led by example for the rest of my team
- Assisted clients with initial set up calls and follow-ups 
- Supported internal chat and email support infrastructures 
- Diagnosed accounts for performance improvement opportunities

Customer Success Specialist

This role involved selling a product called Marketing Essentials. I am honored to be a part of such a fun-loving, supportive culture in such an awesome city. 

Some notable achievements during my time as a sales representative:
- Top trainee in December 2014 class with over $2,000 in revenue generated 
- Continuous improvement on the phones every day via call calibration meetings

Essentials Sales Representative

Costco Wholesale

Following my internship at MillerCoors, I was rehired by Costco Wholesale to resume my employment as a front end assistant at the Pewaukee warehouse.

I cannot express the amount of gratitude for all of the support I received from all of my peers throughout my employment with such a fantastic organization.

Front End Assistant

MillerCoors

Member of the Enterprise Business Solutions team
- Identified business requirements to initiate various projects
- Drew parallels between the corporate office and breweries 

Member of the Enterprise Security team
- Took ownership of routine processes within SAP
- Increased understanding of the SAP framework
- Utilized my technical communication background to update documentation 

Thank you to everyone who made this internship possible and for providing me with an experience to remember.

BIS Technical Intern: Enterprise Business Solutions/Enterprise Security

- Fully trained cashier and cashier assistant
- Provide constant customer service to enhance member experience
- Assist front end supervisors as needed
- Reorganize product and tidy up the warehouse
- Provide assistance to other departments as needed (i.e. Food Court, Merchandising, Maintenance, 
  etc.)

Materials-Plastics Lab
- Certified "L1" competency to train new hires
- Conducted various flame rating and glow wire tests
- Electrical properties testing (i.e. high voltage arc resistance)
- CTI electrical properties testing
- Data sheet modifications as needed 
- Sample preparation and conditioning documentation for all projects
- Interaction with American National Standards Insitutute (ANSI) audit personnel 
- International business and customer satisfaction communication
- Interaction with "new work" engineers from various corporate departments
- Weekly contribution to lab group meetings

HLGO-Fluids Lab
- Test apparatus assembly
- Sample preparation
- Leakage testing 
- Pressure testing
- Electrical properties testing 
- Coordinating "new work" projects with engineers

Laboratory Technician

***PURPOSE & SUMMARY***

🚀 As a senior project manager at SaaS Consulting Group (SCG), I leverage my B.S. in Business Management and minors in technical communication and mathematics to drive success in the Oracle | NetSuite and Salesforce ecosystems. Based just outside vibrant Austin, TX, I thrive on expanding my knowledge daily and bring a unique, unorthodox approach to problem-solving that ensures everyone wins.

🌟 Living in the moment, I cherish each day as a privilege and an opportunity to promote positivity. Gratitude fuels my perspective, and I am committed to fostering an environment where success is not just a destination but a journey shared by all.

🌐 Looking ahead, I aspire to continue thriving in the professional realm, explore entrepreneurial ventures, and embrace side hustles. Outside the office, my passion for post-collegiate distance running drives me to chase elite-level goals, with my sights set on national championship qualifications and personal records (PRs).

📸 Connect with me on Instagram (@steve.g.guy) for a glimpse into my life beyond the professional sphere. Let's connect and explore possibilities!

#SeniorProjectManager #NetSuite #Salesforce #BusinessManagement #AustinTX #Entrepreneurship #DistanceRunning #LifelongLearner

***PERSONAL MANTRAS***

"Hard work beats talent when talent doesn't work hard." - Tim Notke

"Success comes before work only in the dictionary." - Vince Lombardi

"There is no substitute for hard work." - Thomas Edison

"It's not about money or connections - it's the willingness to outwork and outlearn everyone." - Mark Cuban

"The only way to achieve the impossible is to believe it is possible." - Charles Kingsleigh

"It's not whether you get knocked down; it's whether you get up." - Vince Lombardi

"What people say is a reflection of them, not you." - Unknown author

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