Melissa Brown
Douglasville
Summary
Results-driven implementation professional with a proven track record in leading successful SaaS implementations, onboarding clients, and delivering comprehensive training tailored to diverse business needs. Expertise in managing multiple priorities, identifying risks, and driving process improvements to ensure optimal client outcomes. Recognized for exceptional communication skills, meticulous documentation, and the ability to cultivate trusted relationships that foster adoption and long-term success. Committed to translating complex requirements into practical workflow solutions that enhance operational efficiency and client satisfaction.
Overview
8
8
years of professional experience
Work History
Senior Implementation Consultant
QGenda
2026.01 - Current
- Collaborated with cross-functional teams to ensure seamless integration of software systems for diverse healthcare organizations.
- Attained a high level of client satisfaction, maintaining open lines of communication to address concerns promptly during the implementation process.
- Designed and delivered training for clients, enhancing user adoption and proficiency in system functionalities.
- Mentored junior consultants on best practices in system configuration and project management methodologies, fostering professional growth.
- Analyzed client requirements to customize solutions, resulting in improved operational workflows and user satisfaction.
- Oversaw 10 consultants through 30 implementation workstreams over the last year, while simultaneously increasing my total number of projects completed for year.
Implementation Consultant II
QGenda
2022.04 - 2026.01
- Increased individual completion goal from 40 to 55 at year end by balancing urgency, customer impact, timelines, and complexity to keep projects on track.
- Analyzed client requirements, tailoring solutions to meet specific operational needs and improve efficiency.
- Created documentation for processes and best practices, facilitating knowledge transfer within the organization.
- Guided customer stakeholders through product workflows in a clear, confidence-building way that improves self-sufficiency and adoption.
- Monitored implementation progress, identify inefficiencies and risks, and develop lasting solutions aligned with customer goals.
SPC Implementation Manager
United Way Greater Atlanta
2020.07 - 2022.04
- Managed onboarding and implementation for donation technology solutions, including Salesforce Philanthropy Cloud.
- Led implementation and training sessions for customers and stakeholders, focusing on the tools and processes most relevant to their business needs.
- Assessed customer requirements to recommend solutions, improve service delivery, and reduce support burden.
- Created custom reports and documented implementation processes, technical configurations, and support procedures.
Customer Success Manager
United Way Greater Atlanta
2018.05 - 2020.07
- Monitored customer requests and service timelines to ensure timely responses and strong customer outcomes.
- Collected customer feedback and partnered with internal teams to improve processes and user experience.
- Built strong client relationships to better understand needs, risks, and opportunities.
- Automated reporting for partners to improve efficiency and access to critical information.
Education
B.S - Multimedia Communication, Spanish Minor
Georgia Southern University
Skills
- Customer Onboarding & Training
- Data migration
- Workflow Discovery & Requirements Gathering
- Cross-Functional Communication
- Risk Prioritization & Issue Resolution
- Customer Feedback Analysis
- Documentation & Handoff Management
- SaaS Configuration & Support
- Software implementation
- Adaptability and flexibility
- Client relationship management
Timeline
Senior Implementation Consultant
QGenda
2026.01 - Current
Implementation Consultant II
QGenda
2022.04 - 2026.01
SPC Implementation Manager
United Way Greater Atlanta
2020.07 - 2022.04
Customer Success Manager
United Way Greater Atlanta
2018.05 - 2020.07
B.S - Multimedia Communication, Spanish Minor
Georgia Southern University