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 spend, use cases, and/or customer need; service levels range from capacity-based TAM assignment to ongoing named resources- Launched targeted pre-sales free consultation concept for prospective TAM customers at Qualtrics’ annual X4 conference, generating $2.4M+ in services pipeline, now recurring event at X4- Collaborated with Sales, Customer Success, Legal, and Finance teams to accelerate review and finalization of TAM services deals totaling $1.5M+ in annual contract value (ACV)

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 of paid technology support services, averaging 23 engagement requests/quarter- Drove 47% increase in ACV on a multinational healthcare provider account by delivering multiple complex program updates and developing trusting relationships with client stakeholders - Converted prospective client from a 1 month free services trial to paid offering with 3 year contract

• 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