Kristin Miller - Technical.ly
Kristin A. Miller

Professional Profile

Kamiller617@gmail.com

www.linkedin.com/in/kristinmillermba/

300 West Elm Street, #2403

Conshohocken, PA 19428

Synopsis

I am an accomplished professional services director with more than 12 years of proven business system implementation, project management, and client management experience.

My strong technical background and business acumen allow me to design effective business solutions that address complex client environments while effectively managing change, competing priorities, and expectations at all levels of an organization.  High-performing teams are critical to successful initiatives, and I strive to facilitate open feedback and coaching where all team members can develop professionally and personally.

In the near term, I seek to apply my experience to increasingly complex portfolios and process improvement and expand my knowledge of business operations and strategic planning.

Professional Experience

Aria Systems | Broomall, PA

Privately held software provider offering a cloud-based recurring revenue solution

Director, Professional Services East | January 2016 to present

  • Oversee all implementation services and client relationships in the eastern U.S. region, representing $3M annual portfolio of projects
  • Accountable for key metrics, including utilization, services revenue, project margin, and customer satisfaction
  • Recruit, manage, and coach a team of 8 project managers, implementation consultants, and solution architects. Provide oversight and manage over 25 consultants including partners supporting project portfolio.
  • Serve as a senior escalation point for implementation issues and remove barriers to successful project completion; leverage technical knowledge to offer support and potential solutions.
  • Collaborate closely with sales team to identify and manage a pipeline of opportunities with current clients, develop statements of work, and support contract negotiations and deals as needed
  • Review and authorize proposed client business solutions in order to minimize internal and client risk
  • Provide feedback to product management leadership in order to ensure successful software deployment and improve future implementations
  • Support executive team by providing data and insights for strategic planning and operational decision-making
  • Refine implementation methodology, incorporating the latest thought leadership and industry insights

Senior Solution Architect, Pre-Sales | June 2015 to January 2016

  • Defined the preliminary business solutions and implementation timelines used to draft statements of work and pricing for customer negotiations
  • Reduced risk to implementations by reviewing customers’ existing technical environment, business requirements, proofs of concept, and product applicability
  • Identified complementary services to ensure successful implementation and enhance functionality
  • Realistically managed internal and external expectations throughout the sales process
  • Developed standard methodologies and templates to evaluate the sales environment and potential customers

Senior Manager, Professional Services | May 2014 to June 2015

  • Managed and coached a team of 10 solution architects, implementation consultants and project managers; increased utilization to 77 percent
  • Established and grew client relationships and managed escalations for a project portfolio consisting of Eastern U.S. and EMEA regions
  • Lead pre-sales scoping activities for Eastern U.S. to gather requirements, document configuration and implementation plans, and write statements of work
  • Forecasted, tracked, and managed revenue to achieve Professional Services’ financial targets; improved margin to 17 percent over billings
  • Designed and implemented internal process improvement initiatives, including Aria Implementation Methodology, time entry, management of cross-functional resources, and pre-sales documentation
  • Recipient: Aria All-Star Award, September 2014

Senior Implementation Manager | November 2013 to May 2014

  • Mentored and trained new resources on Aria product and implementation tools and methodologies
  • Provided oversight and leadership on client implementations
  • Managed team of three implementation managers

Implementation Manager | May 2011 to November 2013

  • Managed Aria Platform implementations for enterprise clients with responsibilities including business analysis, product configuration, integration design, issue resolution, and support for go live activities
  • Reviewed client use cases to draft solution design and business requirements for product enhancements
  • Served as a technical resource to answer product questions, including configuration, use of APIs, event notifications, and system integrations
  • Supported the analysis and resolution of client issues through root cause analysis, proposal of resolution options, and management of enhancements and defects through Aria processes
  • Scoped new and continued implementation projects to create statements of work
  • Acted as primary point of contact for clients during implementation and post go-live activities
  • Coordinated Aria cross-functional teams to identify and resolve system issues
  • Recipient: Aria All-Star Award, April 2013

Villanova University | Villanova, PA

MBA Fellow | August 2009 to May 2011

  • Assisted with development of advisory council strategic objectives and program curriculum for the Center of Business Analytics
  • Supported publication of Six Sigma and Lean research through data collection, article abstraction, management of qualitative and quantitative information, writing revision, and development of summary tables and charts
  • Performed data searches, abstracted articles, and managed source data to support operations, supply chain, marketing, and information systems research projects

Exemplis Corporation | Cypress, CA

Privately held furniture company specializing in mass customization, exceeding $100M in annual revenue with 201-500 employees

Continuous Improvement Manager | May 2007 to August 2009

  • Managed cross-functional eKanban system implementation internally and externally with 75+ domestic and international vendors that standardized material replenishment process, optimized inventory levels, improved complete and on-time order metrics, and established use of vendor scorecards, improving complete and on-time order fulfillment rate from 93 percent to 98 percent
  • Led development of fabric order process and application systems re-engineering and implemented with procurement, vendors, engineering, receiving, and warehouse, decreasing average order placement and confirmation time from four days to two days
  • Determined and communicated requirements; tested and implemented Daily Planner tool design to support material planning process, reducing material stock-outs while optimizing inventory levels
  • Managed inventory reduction initiative with team of planners to achieve inventory reduction of 23 percent during period of demand decrease with material lead-times of 8-12 weeks
  • Developed Standard Operating Procedures and trained and implemented change management initiatives with vendors, buyer-planners, accounts payable, engineers, receiving clerks, and material handlers
  • Designed Access databases to support cycle count program, provide inventory reporting, and verify data integrity
  • Monitored key performance indicators for process inefficiencies and used root cause analysis to identify opportunities for improvement

Conexant Systems | Newport Beach, CA

Publically traded semiconductor company with 501-1000 employees (CNXT)

Master Scheduler | November 2005 to May 2007

  • Managed implementation of Adexa supply chain planning system, including management of IT resources, identification and validation of data and logic issues, development and execution of system testing and training plans and design, communication, and validation of new reporting requirements
  • Identified process issues and developed solutions to improve efficiency of short-term and long-term production planning, department review and root-cause analysis of late order fulfillment, and maintenance and reporting of safety and allocated stock levels from demand management group
  • Developed databases to automate, validate, and analyze weekly production plans and master schedule
  • Performed data analysis using SQL, SAP query tools, Access, and Excel to determine on-time delivery metrics and demand-planning forecast variances and identify system data and integration issues
  • Acted as a liaison between global operations and IT departments to drive system changes, identify associated process and system issues, and define new system and reporting requirements

IPS Corporation | Collierville, TN

Privately held manufacturer of cements, primers, sealers, plumbing and roofing products with 201-500 employees

JD Edwards Systems Lead | November 2004 to November 2005

  • Managed and developed RF scanning scripts to improve user functionality, apply management controls to daily processes, and improve operations of warehousing, physical inventory, receiving, and shipping functions
  • Designed an Access database to track and report material forecast accuracy and determine aggregate material requirements based on the forecast, production schedule and sales history
  • Project lead for the evaluation and review of JD Edwards World MRP system to determine usability and potential improvements for the existing production and material planning process

DDN | Memphis, TN

Privately held 3rd party logistics company specializing in pharmaceutical products with less than 200 employees

Logistics Analyst | May 2003 to November 2004

  • Logistics project lead for development, testing and implementation of custom freight management system
  • Created and provided monthly and quarterly reports to executives and clients on freight expense, carrier and mode usage, profitability, on-time performance and in-transit damage and loss
  • Responsible for carrier selection and scheduling of air, LTL, and TL shipments to maximize cost efficiency, minimize shipment loss and damage, and meet customer delivery and service requirements
  • Developed an Access database to streamline communication between customer service and logistics groups, tracking customer service calls, freight claims, and overage and shortage investigations

Education

Villanova University | Villanova, PA

Master of Business Administration | 2011

  • Fellowship Recipient
  • Member of Quality and Improvement Team to assess and drive process change for improved curriculum and student experience
  • Studied international business abroad at Bocconi University, Milan, Italy

Pennsylvania State University | University Park, PA

Bachelor of Science, Management Science & Information Systems | 2002

Sign-up for daily news updates from Technical.ly

Do NOT follow this link or you will be banned from the site!