Overview
After almost 25 years in the legal industry, both in-house and consulting, I have experience with many aspects of various CRM, ERM and eMarketing systems, including strategic planning, configuring, implementing, training, rolling out and maintaining such systems. I also have extensive experience advising clients on best practices related to CRM, ERM and eMarketing processes and procedures. In addition, I have experience with all aspects of marketing, including events, pitches, RFPs, marketing collaterals, biographies, sponsorships, award submissions, competitive intelligence research and public relations, as well as managing a marketing budget.
Metrics / Results
When it comes to CRM, measuring results is critical. In my years in-house at law firms and as a consultant, I have played an integral role in creating processes to measure ROI on a variety of marketing initiatives. Specific initiatives for which I have created processes and procedures to measure results were alumni programs, client surveys, client teams, data quality, eMarketing, event management, recruiting programs and pitches and RFPs.
Skills & Strengths
- Strong organizational, resource and project management skills
- Capacity to work well independently with little direction and as a part of a collaborative team
- Excellent personnel management skills
- Ability to foster effective business relationships with personnel at all levels
- Strong analytical, problem-solving, and decision-making abilities
- Excellent verbal, written and interpersonal communication skills
- High degree of aptitude for learning new systems and software
Experience
Solution Design Consultant, NPI (March 2022 - Present)
Intapp, Inc. (Conroe, TX)
As Solution Design Consultant, I collaborate with other members of the NPI team and cross-functional stakeholders to develop and document best practice solution delivery. I work with financial and professional services clients participating in Intapp’s Client Innovation and Early-Adopter programs. My focus will be on new technology and solutions Intapp is working to bring to market.
My key responsibilities include:
- Establishing the implementation methodology for new Intapp products
- Participating as the Functional Lead of a project team during the implementation of new products
- Executing business process analysis, evaluation, and design efforts in order to develop a solution that aligns the client’s operational and strategic goals, and resolves challenges, through the implementation, development, and configuration of Intapp software
- Producing organized, detailed, but easily consumed design documentation for purposes of capturing and conveying design/development/configuration of Intapp software
- Supporting project Technical Lead in the implementation of the client’s design
- Delivering training to clients on the developed and configured solution(s)
- Delivering training and enablement to the Intapp implementation ecosystem as they learn the new product
- Acting as the trusted advisor and subject matter expert to Intapp clients and implementers
- Creating and maintaining centralized implementation and training support collateral for use throughout implementation teams
Principal Consultant, MBD (December 2020 – March 2022)
Intapp, Inc. (Conroe, TX)
As Principal Consultant, I led clients through the platform/product implementation processes for the OnePlace for Marketing pillar for Intapp, including Intapp CRM, Dispatch, Experience and Relationships. I provided clients with the functional and operational consultative guidance required to successfully implement and realize maximum value from their Intapp marketing product(s). I brought the professional subject matter and platform knowledge, skills and abilities to bear by capturing, translating and designing conceptual processes and thoughtful, creative and practical solutions to operational challenges in professional services firms of all sizes globally.
My key responsibilities include:
- Participated as the Functional Lead of a project team during the product/platform implementation
- Executed business process analysis, evaluation, and design efforts in order to develop a solution that aligns the client’s operational and strategic goals, and resolved challenges, through the implementation, development, and configuration of Intapp software
- Produced organized, detailed, but easily consumed design documentation for purposes of capturing and conveying design/development/configuration of Intapp software
- Supported project Technical Lead in the implementation of the client’s design
- Delivered product/platform training to clients on the developed and configured solution(s)
- Assisted the Services Sales team with the scoping of Statements of Work and related pre-sales consultative guidance
- Acted as the trusted advisor and subject matter expert to the client
- Supported other Intapp operations such as Support, Client Success, Product, and more
Technical Implementation Manager (March 2020 – December 2020)
Intapp, Inc. (Conroe, TX)
In my role as Technical Implementation Manager, I was charged with the responsibility of ensuring that clients of the Intapp Relationships product were fully trained on the product and are happy and productive with their solution. Specific tasks included:
- Planning, developing, and coordinating Relationships product training programs
- Preparing training materials and developing instructional content
- Conducting training sessions to end users at client firms
- Coordinating training schedule, dates, and logistics
- Troubleshooting and resolving problems with the Relationships product and with various external CRM systems to which it syncs
Client Success Consultant (January 2011 –February 2020)
CLIENTSFirst Consulting (Conroe, TX)
As a Client Success Consultant, I filled many roles within the CLIENTSFirst Consulting leadership team. I provided our clients with Client Relationship Management (“CRM”), Enterprise Relationship Management (“ERM”) and eMarketing consulting services for professional services firms across the country, with the goal of facilitating the CRM, ERM and eMarketing success for such firms.
As a CRM Consultant, I focused on many areas of success for CRM systems such as InterAction, ContactEase, OnePlace and Salesforce, including:
- CRM configuration review, assessment, analysis, recommendations, and best practices
- CRM goal definition
- Resource and process review, analysis, recommendations, and best practices
- CRM rollout and implementation best practices, strategies, and project management
- CRM integration recommendations and best practices
- CRM data quality and maintenance review, analysis, recommendations, and best practices
- Documentation of best practices and recommendations for all assessments and analyses
- Strategic and personalized CRM training of personnel at all levels
As an ERM and eMarketing Consultant, I focused on many areas of success for ERM systems such as Intapp Relationships (formerly Gwabbit) and InterAction IQ and eMarketing systems such as Vuture, Tikit, Concep and Constant Contact, including:
- Advising on configuration best practices, as well as performing configuration tasks
- Providing recommendations for planning, implementation, and rollout strategies
- Preparing customized training resources and documentation specific to firm’s unique needs
- Training marketing personnel on use of the systems
In addition, I provided InterAction Application Collaboration consulting including:
- Advising and providing recommendations on settings, data sources, data sets and best practices
- Configuring Application Collaboration module through the creation of data sources and data sets
- Troubleshooting and resolving errors in module while collaborating closely with the client’s Information Technology department
As an outsourced CRM Manager for many firms, my responsibilities varied by client. I routinely performed the below tasks.
- Advised on the configuration, design, and usability of the system
- Performed configuration and customization changes
- Advised and established best practices for processes and procedures of all areas of CRM systems
- Created and established formatting standards to implement throughout the firm
- Handled the day-to-day maintenance of the CRM systems
- Analyzed, developed, and generated custom reports for key system users
- Identified opportunities and provided advice and recommendations to automate business processes
- Advised key users in defining and implementing processes to maximize utilization of the system
- Monitored database processes to troubleshoot and resolve errors and failures
- Served as help desk, in collaboration with the Information Technology department, to provide end user support
As a Certified Trainer for Cole Valley Software, I provided training to firms throughout the country on the ContactEase CRM system, including:
- Assessing and analyzing training needs of client firms
- Preparing training documentation, presentations, training guides and user guides
- Providing in-person power user training, recommendations and best practices to marketing personnel and end user training, recommendations and best practices to attorneys and staff
As Key Personnel & Data Quality Manager (2011-2015), I worked closely with CLIENTSFirst Consulting personnel at all levels specializing in onboarding, training, mentoring and coaching of data quality personnel at all levels, in addition to actively supervising and managing client teams.
Marketing Coordinator (March 2008 – October 2010)
Bryan Cave (Phoenix, AZ)
Responsible for all details of marketing and business development initiatives for the Phoenix office including:
- Coaching attorneys on marketing and business development efforts
- Preparing responses to requests for proposal (RFPs), pitches, brochures, and other marketing collaterals
- Identifying and facilitating participation in sponsorships, memberships, speaking opportunities and other profile-building opportunities
- Mailing list management and coordination of electronic distribution of firm newsletters, bulletins, and invitations
- Planning and coordinating all details for social events, client entertainment outings and seminars
- Creating and maintaining local office marketing budget
- Managing firm-wide marketing initiatives for the firm’s environmental and bankruptcy practice groups
Marketing Technology Coordinator (November 2002 – March 2008)
Snell & Wilmer (Phoenix, AZ)
As Marketing Communications Coordinator, I managed the creation and distribution of all direct mail campaigns for electronic and hardcopy mailing lists within the InterAction CRM database for newsletters, announcements, invitations, broadcast emails and key client communications regarding firm initiatives, progress and other efforts.
As Marketing Events Coordinator, I assisted in the organization of the firm’s client events, seminars and other internal meetings and trainings. I also served as backup event coordinator for the firm’s annual attorney retreats.
As Research Specialist, I worked with attorneys and staff to perform extensive market and competitive intelligence research for business development purposes.
As CRM Administrator/Manager for the firm’s InterAction CRM database, I was responsible for managing the firm’s InterAction CRM database, including configuration, implementation, training, rollout, and maintenance of the system.
Education
Associate of Science
- Lone Star College System, graduated in 2018, summa cum laude, with a 4.0 GPA
- Member of Phi Theta Kappa Honor Society
Paralegal Certificate
- Harcourt Learning Direct, 2000
Proficiencies
- CRM (Intapp CRM, InterAction, ContactEase, OnePlace, Salesforce, 3EBD and Contact Manager)
- eMarketing (Tikit, Vuture, ExactTarget, Concep, Constant Contact and Mailchimp)
- ERM (Intapp Relationships (formerly Gwabbit) and InterAction IQ)
- Hubbard One Business Development Suite (Proposal Generator, Contact Manager, ContactNet and eMarketing components)
- Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
- Social Media (LinkedIn, Twitter, and Facebook)
Civic Involvement
- Legal Marketing Association, Southwest Chapter
- Technology Committee Chair (2007-2009)
- President (2008) and Immediate Past President (2009)
- Vice President (2007)
- Treasurer (2005-2006)
- Legal Marketing Association Careers in Transition Task Force – Member (2009)
- International Legal Technology Association
- InterAction/Blackberry Data Corruption Sub-Committee – Member (2005)
Articles and Presentations
- “CRM Is a Marathon, Not a Sprint” Blog Series, Author, 2017
- “Data Quality in Challenging Economic Times,” Webinar Co-Presenter, International Legal Technology Association, 2009
- “Gain a Clear View: Track and Report on Your Business Development Efforts,” Co-Presenter, International Legal Technology Association National Conference, Dallas, TX, 2008
- "Successful InterAction Deployment," Co-Presenter, International Legal Technology Association National Conference, Phoenix, AZ, 2005
- More than forty internal law firm newsletter articles on the use of InterAction CRM, 2002-2008