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Courtney Thomas

@courtneythomas2

Implementation manager at Essintial Enterprise Solutions who migrated 300+ accounts to a cloud service management platform.

United States

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At Essintial Enterprise Solutions, I configured onboarding across 800+ accounts and projects, translating client processes into workflows and automation for multiple SaaS platforms. I also migrated 300+ legacy accounts to a cloud service management platform.

For those implementations, I ran ETL and data-loading workflows that moved more than 500,000 records, achieving 95% data accuracy. I mapped client fields and configured SLAs, alerts, dashboards, and reporting.

I also configured Qualtrics XM and Salesforce Service Cloud workflows, including triggers, routing, and escalation paths. A Qualtrics implementation automated 90% of workflows and reduced staffing from five to two FTEs.

At Cotiviti Inc., I managed client onboarding from kickoff through go-live and steady-state handoff, using milestone gates and dependency analysis. Earlier, I worked on the customer side of field service, call center, and depot repair operations, which grounds my approach in the operational needs these platforms support.

Experience

Work history, roles, and key accomplishments

Implementation Service Manager

Cotiviti Inc.

Jul 2022 - Mar 2026 (3 years 8 months)

Led end-to-end client onboarding, coordinating cross-functional teams and overseeing quality assurance to deliver seamless transitions to steady-state operations. Managed milestone-gated projects and validated requirements before handoff.

Smartsheet RAID Project Management Client Onboarding Quality Assurance Milestone Planning Cross functional Coordination

Director, Implementation

Essintial Enterprise Solutions

Jul 2017 - Jul 2022 (5 years)

Configured technical onboarding for 800+ accounts and projects across multi-tiered business structures, mapping processes, building trigger and action logic, and running pilot tests. Led delivery leadership, coordinating alignment across IT, product owners, and clients.

Qualtrics Salesforce Service Cloud ETL Data Migration Workflow Automation UAT Monday.Com FieldNation WorkMarket SLA Management Project Management Documentation

Manager, Project Implementation

Essintial Enterprise Solutions

Dec 2015 - Jul 2017 (1 year 7 months)

Gathered project setup requirements from clients and internal stakeholders, converting contract requirements into system specifications. Configured Salesforce Service Cloud for onboarding and led the Qualtrics XM implementation.

Salesforce Service Cloud Qualtrics Requirements Gathering Project Management Technical Documentation Pricing Scheduling

Project Manager / Manager, Entitlement

Essintial Enterprise Solutions

Aug 2014 - Dec 2015 (1 year 4 months)

Served as the primary client-facing point of contact while managing customer satisfaction, SLAs, costs, and revenue reporting. Coordinated entitlement operations for all service requests and resolved coverage gaps.

Client Management SLA Management Service Event Management Escalation Management Invoicing Revenue Reporting

Account Manager & Client Operations

Essintial Enterprise Solutions

Jan 2000 - Aug 2014 (14 years 7 months)

Managed customer accounts of all sizes and met monthly profitability, satisfaction, and SLA targets by interpreting MSAs and SOWs. Managed consigned inventory accounts and scheduled field service.

Account Management SLA Management Inventory Management Field Service Scheduling Billing Customer Service Training