Key Responsibilities:

• Evolve the overall technical vision and strategy to scale Bentley’s digital operations and increase web development and optimization velocity.
• Drive wholistic, connected digital experience across Bentley’s web properties and deliver new digital capabilities and web functionalities.
• Enable and support global enterprise and pay-as-you-go growth strategies.
• Create and evolve workflows for content lifecycle processes that include content acquisition; content creation; review and approval cycles; localization models; content publishing; content analysis and content optimization; and content archival.
• Deliver consistent improvement in users’ digital experience and lift web engagement and conversion. Own and communicate progress of KPIs & organizational goals.

• Manage projects, vendors, and a team of direct reports to develop and execute web/marketing campaigns, email communications, SMS communications, brand awareness, and long-term strategies with an annual budget of $5M.
• Responsible for strategy, development, execution, tracking, and optimization of digital marketing campaigns (SEO, SEM, PPC, social media/email marketing), serving as a bridge between the technology and content creation teams.
• Collaborate with C-suite executives and cross-functional teams to enhance digital and marketing roadmaps, determine priority investments, and develop reporting practices to assess brand performance, patient satisfaction, user experience, and competitor analysis.
• Liaison for Maimonides Children’s Hospital and OBGYN supporting all digital and marketing projects.
• Support the development and deployment of online appointments and virtual care in partnership with Amwell Health.
• Introduce new policies, procedures and establish cadence meetings to streamline operations, increasing employee productivity by +50%.
• Cultivated vendor relationships to employ the latest technology increasing operational efficiency by +25%.

• Managed the development and implementation of the new National Grid US Content Website, a site with over +8M visits per month, achieving a +20 point improvement in the overall net satisfaction score.
• Incorporated user experiences to implement measures for an increase in self-service functionality: payments of $1.7B, paperless billing of $1.5M, and report outages of 650K annually.
• Delivered projects such as customer service live chat, enabling 40K online conversations and deflecting an estimated 27% of calls; averaged 90% customer satisfaction within six months.
• Exhibited leadership as team leader for a cross-functional team of 18 professionals
• Managed an annual budget of $2M.
• Capitalized on various facets of process workflow methodologies to improve efficiency in rolling out online services.
• Established a culture of integrity, forward-thinking, collaboration, and high expectations of staff, while participating fully in company philosophy and mission.

• Orchestrated the expansion of team goals, managing a project team of 50 FTEs to design, develop, and deploy the new National Grid US Website.
• Served as the SME to groups during design, testing, implementation phases, and implemented over 2,500 user acceptance test cases to align with business requirements and expectations.
• Enhanced policies and protocols; defined the project cycle by creating accurate task descriptions and developing standards for the group.
• Collaborated with the VP of Customer Experience and key stakeholders across the organization to assess needs for the site.

• Implemented tactics for customer advocacy to the Customer Organization with a focus on identifying key customer satisfaction drivers to increase opportunities.
• Synthesized customer data by touchpoint to pinpoint key process breakdowns and isolate gaps.
• Crafted detailed customer journey maps to illustrate specific business interactions.
• Devised effective processes for workflow management.
• Evaluated customer needs, discovered potential opportunities, and identified new channels to improve the functionality of the system.

• Authored and implemented qualitative and quantitative marketing research studies to help internal clients understand their customers with the goal of making well-informed business decisions.
• Incorporated the Net Promoter Score (NPS) methodology into all customer surveys.
• Created and executed five regulated monthly studies and three non-regulated monthly studies.
• Analyzed data, identified key differentiators, and provided actionable recommendations through digital dashboards and executive scorecards.

• Designed, maintained, and provided technical support for the Customer Organization Infonet Site.
• Assisted and provided analytical support for the Executive Team and Officers.
• Lead for a $37M Corporate Integration finance project.
• Provided global user support for the SharePoint 2003/2007 platforms.
• Customer Organization Communication & Change Management (CCM) Team Representative.

• Provided analytical support to PMO Directors in the areas of budgets, processes, and training.
• Assisted in the development of project management processes and status reporting.
• Provided global user support for PSR training, SDP training, and PMO organization.
• Assisted in managing the 2007/2008 $13M software maintenance budget.
• Interacted with all levels of management in each line of business.

• Provided technical and system user support for the entire facility.
• Successfully resolved employee issues regarding networking and software.
• Assisted application support teams in the administration, installation, and training of client/server hardware, software and network systems.