Aaron Doran Email & Phone Number

San Francisco Bay Area

Digital Commons Data is a new product from Elsevier that provides universities with a Research Data Management (RDM) platform. This allows an university faculty/researchers to make their research data available for reuse, or to fulfill grant requirements.Responsibilities:Onboard new clients-Collect configuration information and provision the client's instance of the product-Train new customers on productSupport-Provide ongoing technical support for clients, escalating to product/development as needed-Hold annual calls with customers to discuss their goals and provide guidance on how a customer can achieve those goals within the platform.-Identify customer pain points and suggest new features to product team based on those pain points-Collate customer feedback, and suggest new features based on that feedbackRenewals-Identify signs of client risk and escalate to renewals team-Assist renewals by providing data on customer's platform usage-Generally support renewals teamI also work as part of the communication working group in the Generalist Repository Ecosystem Initiative (GREI). GREI is sponsored by the National Institute of Health (NIH) and provides funding to several free repositories. These repositories operate in a Coopetition model, working together to improve their individual repositories and develop standards used across all platforms/competitors.

San Francisco Bay Area

Carry the responsibilities of a Team Manager (see below), plus:-Manage a team of 4+ Associate Consultants & Consultants responsible for 75+ clients cumulatively-Participate in cross department initiatives to support product development and sales-Lead multiple feature expert groups; answer questions and lead projects to expand resources and documentation for the department at large-I’ve personally led “bootcamps” on the internal programming language used at bepress-I’ve assisted the head of Consulting Services in major departmental projects, such as the annual “admin course” where clients visit the bepress office for advanced training on the platform

San Francisco Bay Area

Carry the responsibilities of a Consultant (see below), plus:-Manage a team of 1-3 Assoc. Consultants & Consultants responsible for 60+ clients cumulatively-Interview candidates for the Associate Consultant position; determining aptitude and team fit-Mentor new hires on team; aiding in troubleshooting, understanding complicated system behaviors, navigation of gray areas involved in client requests, and support their development as bepress employees and their careers in general-Support senior employees in skill development to further their abilities; advocate for employee advancement and identify opportunities for growth in the company-Lead weekly meetings to check in on team projects, challenges faced, and any updates to software, policies, and other operations-related information-Perform weekly 1-1 check-ins to discuss day-to-day projects and issues; quarterly in-depth check-ins to discuss long-term goals and development; and annual performance reviews-Follow department protocols for standard HR tasks such as approving timesheets and vacations

San Francisco Bay Area

Carry the responsibilities of an Associate Consultant (see below), plus: -Demonstrate advanced client management skills to engage less active clients, and aid existing clients to further success-Increase client load up to 20 clients; taking on clients with more complicated needs, communication issues, highly customized instances of the platform, etc-Assist in the training process for new Associate Consultants, leading hour-long sessions during the new hire’s first month; then act as a resource as needed via Slack and “feature expert” groups-Represent bepress at conferences (AALL 2018), and user group meetings (2016, 2019)

San Francisco Bay Area

-Provide impeccable customer service via email and phone, while developing long-term client relationships-Responsible for 15 clients after training period is concluded-Shadow onboarding process for a new client, then onboard new clients as needed-Conduct administration training sessions for client staff who are new to the product-Communicate best practices about administration and maintenance of their implementations-Provide notification of product updates that are relevant to client’s use cases for the repository-Troubleshoot issues, both common and unique, delegating to other teams when necessary-Use independent judgement to brainstorm and implement solutions for client projects-Coordinate with development and product teams to advocate for changes and new features-Update internal documentation on software platform and client status/project

San Francisco Bay Area

-Responsible for the overall management of complex operations in division consisting of 40+ employees and fleet of 20+ buses across 8 contracts-Ensure timely operations by accurately coordinating between HR, shuttle divisions, and maintenance departments-Develop procedures to increase the efficiency of managing payroll and billing for the division-Analyzed each months’ needs and schedule drivers and fleet to maintain company standards of service

-Provided exceptional customer service while driving buses that hold 25+ passengers that routed from SFO to area hotels-Assisted guests in coordinating other travel

Santa Cruz, California

-Provided exceptional customer service while driving 20+ passenger buses on campus loops following a strict time schedule-Answered passenger questions about bus routes and campus life-Proactively performed detailed vehicle inspections before each shift

Santa Cruz, California

-Transported disabled students around campus-Followed strict pick up and drop off schedule