Alex Lambert

Spearhead product growth initiatives, resulting in enhanced customer renewals Active Customer Escalations, investigate escalations, determine root cause and coordinate solutions, ensuring timely resolution and customer satisfaction. Craft and implement strategic client success plans to meet and exceed customer journey milestones. Collaborate closely with the other teams to ensure that customer needs and concerns are efficiently addressed. Ensure customer satisfaction by providing proactive hands-on guidance and support from software on-boarding to being the primary point of contact. Craft and negotiate proposals, playing a pivotal role in contract negotiations to secure favorable terms. Foster deep understanding of client objectives, significantly strengthening customer relationships and satisfaction. Cultivate executive-level client relationships through effective communication and strategic interaction. Renewal Managers to drive strong forecasting and renewal practices that deliver high retention rates and growth of recurring revenue. Establish a regular cadence of Executive Business Reviews with the customer to track progress towards their stated business objectives (QBRs) Manage Profit & Loss (P&L) for strategic accounts, driving customer retention, growth, and return on investment (ROI) Engage regularly with customers to review progress and identify potential areas for improvement.

• Responsible for production support of HRIS applications worldwide • Managing an offshore team that responsible for both development and testing • Responsible for developing, mentoring, motivating and challenging staff • Manage quality of applications by ensuring key system deliverables are continuously met • Ensure appropriate systems processes and controls are being followed • Oversight of requirements specification, solution design, construction and implementation of all system maintenance efforts, enhancements, ongoing technical changes and vendor product upgrades • Coordinate with various teams to analyze and resolve system defects • Coordinate with senior management to meet the strategic goals of the department including process improvements, expense reduction,

• Developed methodologies and accelerators to differentiate in the ERP advisory market • Lead and mentored the senior consultants / project managers • Involved in major proposals and business development • Ensured compliance in order to meet the project budget /client objectives • Proposed new processes to enhance and improve productivity • Delegated work and conduct performance reviews • Generated new business opportunities and actively assess and present ways to apply knowledge • Developed long-term relationships and networks both internally and externally • Interacted and communicated effectively with finance and technology management executives

• Monitored project performance and budget • Adjusted project scope, timing and resources as needed • Coordinated between multi PS processes • Analyzed PeopleSoft GL & allocation bugs • Provided PeopleSoft training for clients business units • Made sure that project status was up to date

• Managed PeopleSoft HCM support team • Prepared Conference Room Pilot and made the presentation • Worked on sales proposals and managed key clients accounts • Assisted in scripts testing to insure a good use of PeopleSoft • Staff coaching to use PeopleSoft HCM Recruitment & Workforce administration module • Set up SQL Queries and tested new PeopleSoft versions • Created User’s Guide for PeopleSoft HCM Recruitment & Workforce administration module • Analyzed PeopleSoft HCM bugs and finding resolutions

• Responded to customers requests for functional and technical bugs • Tested new PeopleSoft versions and validated them • Tracked the progress of open cases for all strategic customers in order to provide the management of the issues facing top customers. • Analyzed customers inquiries and the time needed to resolve them • Resolved technical and functional bugs using ICE and Ventive • Measured average response times for customers inquiries in order to track and improve performance • Worked on PeopleSoft configuration