A Kronos Project Manager’s perspective on customer experience
Today’s guest blogger is Christine Kilroy, Senior Project Manager with the Kronos public sector services team. Christine has been with Kronos about 3 years, and she has led some of our largest enterprise implementations with state governments, higher education, and K-12 institutions. Prior to joining Kronos, Christine worked with Dell Computer in their public services group as a Senior PM for consulting and infrastructure overhauls. Christine is a seasoned Project Manager – her key strengths include working with global and vendor teams, SDLC, ERP consulting, integration, risk management, pre sales, and customer relationships.
By Christine Kilroy
What brings me to work every day? I love the fact that despite being a billion dollar company, we still operate like a mom and pop shop in certain aspects. We develop our solution in-house, and we deliver services and award-winning technical support in-house. It’s very helpful to know the right resources to help my customers have a great experience with their Kronos products. One time a state government customer was struggling with managing several thousand projects and grants within their organization. It took me just one day to get our head of engineering involved and have his team devise a workaround!
I love the technical part of my job, like helping organizations become ACA compliant, and assisting them in performing accurate labor allocation in compliance with budgetary allowances for a fiscal year! My teams help our customers set up their labor analytics and automated scheduling – for example, planning for 24 x 7 staffing in anticipation of some absences on the Monday after a big game! Part of delivering a good customer experience is making the technical stuff easier.
I also enjoy working with our change management and user adoption experts as we support our government and higher-ed customers to manage the sometimes significant change a workforce management deployment can bring. Imagine going from 100% manual (think paper timesheets pinned on a board!) to a completely automated solution! It’s a fun part of my job, especially since we can draw on change management best practices developed over 30+ years!
One change I’ve seen in 3 years is how many of our public sector customers are now using Kronos in the cloud. The investment we’ve made in developing top-notch secure data centers has helped to alleviate natural concerns about data security and downtime. Maybe the biggest benefit of cloud for my customers is helping to alleviate the IT infrastructure and staffing limitations at many state governments and educational institutions.
At the end of the day, my job is to manage people, processes, and best practices to deliver the best possible experience for my customers deploying our technology. We set the bar high to make sure you have a solution that works the way you had envisioned it. That’s a Kronite’s promise!