Adam Jacoby Email & Phone Number

Franklin, Ma, Us

Burlington, Ma, Us

Franklin, Ma, Us

DIRECTOR CENTER OF EXCELLENCE AND PROGRAMS (2015 TO PRESENT)Direct ongoing customer implementations and onboarding programs in addition to creating a formal PMO process. Implement CEO vision of an executive briefing center for presales and post sales customer engagement. ● Selected to lead and facilitate company wide transformation and new product innovation● Created and managing PMO with multiple project managers and diverse projects● Created and managing the daily stand-up process and capacity planning● Directed and implemented companywide COVID-19 facilities response● Designed and managed the construction and fit out of the Interactions Executive briefing center and the Center of Excellence

Franklin, Ma, Us

Manage multiple client implementations of the Virtual Assistant application. Oversee post-sales design, development, budget, margin and project plan. Direct project lifecycle and control resources, including development, QA and UAT release cycles. Key clients included: Citi, Enterprise, SRP, MACU, SoftBank● Managed and implemented the first international client including language and software localization● Manage multiple projects with multi million-dollar budgets and maximized revenue and margin● Managed and implemented projects with annualized revenue of $45MM● Ongoing continuous improvement processes for existing clients being implemented as a standard within Professional Services organization

Round Rock, Texas, Us

Head global implementation of cloud-based telephony platform to be utilized by remote support organizations. Oversee global disaster recovery and business continuity processes, including second- and third-tier planning and implementation, and vendor and internal planning and design.• Awarded Gold Excellence at EMC • Streamlined processes and consolidated seven telephony platforms. • Designed platform’s 200+ menu structures and queues with associated answer groups.

Round Rock, Texas, Us

Remotely directed company’s partner relations in 24-hour-support-center environment. Led teams, totaling 320 employees, in diagnosing and troubleshooting issues relating to EMC’s platform and software products. Drafted global sourcing processes and procedures. Oversaw $24M/year budget. Crafted training/mentoring plans and business reviews that aligned with existing performance goals. Headed ongoing Six Sigma projects, identifying and correcting process gaps and breakdowns. Implemented recovery plans to resolve process-related issues.• Strengthened customer satisfaction rating from 56% to 85%.• Implemented cost-saving process improvement.• Designed support flow process for 15 product support teams.• Chosen to oversee India support center partners as a result of previous success and track record.

Round Rock, Texas, Us

Led platform support center discovery and design process for $125M re-design of global CRM platform. Expanded and leveraged executive- and operational-level contacts to advance processes. Represented platform support center business as subject matter expert. Communicated with global technical support managers to issue prompt resolutions and collaborate on alternative strategies. Developed solution to ensure continuous processes during regular maintenance outages. • Selected to travel to India to oversee six-week project. Supported business simulation and go-live period.

Round Rock, Texas, Us

Oversaw escalation issues for worldwide accounts. Marketed consistent messaging to clients that addressed recurrent questions. Developed and deployed 50+-page, tailored “action plan” for each client to resolve issues. Trained and educated local account teams in managing global accounts.• Attained numerous awards from field organizations for resolving customer site issues.