Adam Heifetz Email & Phone Number

- Lead and develop 18 Technical Account Manager (TAM) direct reports delivering post-sales technical services and product usage/adoption initiatives for 40+ Enterprise clients - Developed tiered service delivery model for Enterprise Midwest market unit customers to optimize resource allocation based on client risk, renewal/expansion potential, account.

Promotion to L5 Individual Contributor prior to transitioning to people leader (Associate Manager, Enterprise Services)

- Promoted to Team Lead based on success as an individual contributor and mentorship of 13 team members- Maintained 5.0/5.0 Overall CSAT score across $4M+ book of business, outperforming team goal and global TAM team CSAT average- Developed and launched grassroots Technical Account Management pre-sales program to engage directly with prospects, drive sales.

• Led business and functional requirements gathering/validation workshops with business and IT stakeholders to develop a new software application to enable greater agility for a travel industry client
• Translated requirements into user stories and identified use cases to facilitate system design work
• Collaborated with software engineers, UI/UX designers, and database architects to develop a comprehensive target state solution to meet customer specifications
• Communicated analysis and insights to stakeholders at all organizational levels through presentations and written deliverables to inform and drive consensus

• Conducted a current state IT strategy assessment of a life sciences organization to support the alignment of target state IT functional strategies with overall business objectives
• Analyzed client’s employee onboarding/termination processes and identified opportunities for improvement by leveraging automation to increase processing speed, reduce errors, and mitigate risk
• Supported development of an IT service portal for the client’s laboratories and research organization to receive effective and efficient technology support

Chicago, IL

• Defined and executed end-to-end program delivery approach for a technology lifecycle engagement spanning 6 states across the U.S. for a $70B multinational life sciences company
• Managed $500K+ budget, risks/issues, client communications, and 4 person global cross-functional team to plan, design, and deploy a hardware/software refresh program delivered on schedule and under budget
• Prioritized features and requirements based on customer and business needs to enable mutually beneficial project delivery
• Scoped and priced prospective engagements by determining time and effort estimates for technical systems implementation projects based on client requirements
• Mentored 3 new joiners in technology project management best practices to develop internal talent and create additional client value
• Established governance procedures for teams in the Americas, Europe, and Asia Pacific to ensure accurate and timely invoicing of project work

Chicago, IL

• Facilitated client requirements gathering workshops with technical and business stakeholders across multiple lines of business to select a next-generation contact center platform for a $6B utility company
• Reduced engineer preparation time by over 80% by building a reusable tool to automate deployment processes for a financial services organization, used for 1,200+ network implementations
• Streamlined migration operations by centralizing team communication processes resulting in total time savings of 50+ hours

Chicago, IL

• Created technology upgrade implementation plans for a Fortune 150 national retailer, executed at 1,300+ retail store locations
• Led up to 7 concurrent daily network transformations by managing external vendors and internal engineers, 300+ transformations over total project duration
• Trained end users on new processes following a technical system migration to minimize business and customer disruption

Northfield, IL

• Conducted user acceptance testing of trade funds management and promotional planning tools
• Documented trade funds reconciliation processes to improve accuracy of trade spend information for field sales
• Aggregated and consolidated master schedule of batch jobs run by the 13 process areas within the trade function
• Supported the migration of over 500 devices to new systems environment in preparation for company spin-off

Lake Forest, IL

• Analyzed network infrastructure monitoring processes to identify opportunities for improvement
• Utilized various continuous improvement methods to develop proposals for streamlined monitoring processes
• Coordinated network hardware upgrades for over 30 branch locations

Master Of Business Administration - Mba, Information Systems

Bachelor Of Science (B.S.), Information Systems / Information Technology, Business Process Management