Thomas Gillis

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.

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