Thomas Gillis

Relationship-driven account management professional with 10+ years leading customer-facing operations across enterprise SaaS platforms — from hands-on portfolio ownership through building and leading teams.

Skilled at owning the full account lifecycle: monitoring health signals, driving renewals and expansion opportunities, and translating technical detail into business value for both end users and executive stakeholders. Comfortable operating with ambiguity in fast-scaling, technical environments, and practiced at building the cross-functional relationships — with product, engineering, and support — that keep accounts healthy, satisfied, and growing.

North America Support Manager at Sopra HR Software (2022-01 – Present)

• Own the health and growth of a multi-region portfolio of enterprise and mid-market accounts across North America and English-speaking EMEA, serving as primary point of contact and escalation for top-tier clients.
• Partner with Sales and Marketing to identify expansion opportunities, align customer engagement strategy, and support revenue growth within the existing account base.
• Leverage data and usage analytics to monitor account and team health, surface risk signals, and drive proactive interventions before issues escalate.
• Deliver recurring business reviews and reporting — service metrics, customer feedback analysis, and product trend insights — to senior leadership, partners, and top-tier enterprise clients.
• Scope and lead SaaS platform and infrastructure upgrade initiatives that expand feature adoption and deliver measurable business value across the account portfolio, while enforcing SLA/OLA standards and protocols for clients' sensitive data.
• Direct, mentor, and develop a high-performing support team, and lead the full talent lifecycle — hiring, onboarding, training, and performance management — while providing train-the-trainer enablement for Professional Services Consultants and Customer Success Managers.

North America Support Team Leader at Sopra HR Software (2020-04 – 2021-12)

• Redesigned workflow automation as new product features launched, reducing per-account service burden while improving CSAT and NPS; resulting time-and-quality metrics per FTE outperformed the EMEA service center at global HQ, driving company-wide adoption of the unified process.
• Rebuilt internal technical documentation aligned to case categorization hierarchy, empowering clients to self-serve an expanding range of common requests and reducing inbound support load.

Customer Success Representative at Sopra HR Software (2018-08 – 2020-04)

• Managed anchor client relationships across mid-market and strategic Higher Education and Financial Services accounts, leading recurring account planning meetings and delivering metrics-driven executive business reviews.
• Provided Tier 1 technical support and enhancement guidance to system administrators on the Neocase HR service delivery suite, covering the employee experience portal, case management, business process automation, knowledge base, and integration technologies.
• Supported project management for strategic initiatives, including a platform data migration from NaviSite to Microsoft Azure.

Delivery Consultant at Oracle Health (2017-10 – 2018-08)

• Delivered ongoing PeopleSoft (HR, Finance, ERP) implementation and expansion services for a Massachusetts-based healthcare system under Cerner's ITWorks program, working directly with the CTO and department leadership on business requirements and system integrations.

Application Consultant at Oracle Health (2016-09 – 2017-10)

• Performed data collection, validation, and cleanup using Oracle SQL and Excel; built reusable test plans for functional and end-to-end testing.

Assistant Store Manager at Rite Aid Pharmacy (2010-09 – 2014-12)

• Co-managed full store operations — customer service, staffing, scheduling, inventory, and vendor relations — making independent operational and financial decisions to drive profitability and customer satisfaction.

Master of Science in Health Informatics – Northeastern University (2016-05)

Bachelor of Arts in Psychology – University of Massachusetts Lowell (2009-05)