Maria Teresa Rains
Project Manager @eGain Corporation
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WORK HISTORY
Project Manager @eGain Corporation
Sunnyvale, CA, US
Project Manager• Responsible for managing projects including scope, scheduling, and change management in a project management or customer service role.• Act as the client advocate, responsible for insuring a successful implementation of software at the client’s site, working closely with customers to ensure that customer expectations are met in and address any issues in a timely manner.• Coordinate internal resources and third parties/vendors for the flawless execution of projects.• Primary point of contact for all project related activities.• Responsible for working with clients to manage expectations within the scope of the project deliverables.• Closely track and publish the quality metrics of all deliverables highlighting any deviations from the target quality criteria to ensure projects are delivered on time, within scope and within budget.• Responsible for Risk, Quality and Timeline management to identify and mitigate project issues as they occur. • Managed internal cross collaboration globally to ensure a deliverables are met working cross functionally with internal departments. • Developed proposals and project plans to manage deliverables, taking appropriate actions to ensure timely project completion.• Conducted internal bi-weekly meeting for status update and project tracking activities.• Recommended mechanisms and tools to automate Project Management and related functions to streamline the process.
EDUCATION
St Louise de Marillac
Bachelor's degree, Education
ABOUT MARIA TERESA RAINS
Customer Success Manager • Serves as the primary liaison between customers and eGain to create a seamless customer experience • Facilitates retention and growth within the customer base by increasing Quick Value Services engagements with customers and improving the adoption of eGain solutions• Works closely and collaborate frequently with cross-functional teams within eGain. • Identifies and closely monitor ‘At Risk’ accounts and coordinate appropriate engagement from cross-functional teams to ensure retention • Provides accurate and proactive visibility into the individual accounts• Visits customer offices often to understand their use cases and usage of eGain products and bring in eGain SMEs to detect and provide optimization opportunities and deepen customer engagement• Work closely with the finance team on the renewal process • Work with eGain executive team and Digital Transformation team to connect high within the customer organization (Director level or above on the Business side and VP level or above on the IT side
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