Alan Macdonald Email & Phone Number

Columbus, OH, US

• Led the build-out of formalized onboarding processes for edtech SaaS provider. Worked organization-wide and across account segments to improve client experience, maximize engagement and retention, and decrease time to.
• Reduced churn by 50% in one year by spearheading comprehensive and strategic operationalization of user-centric implementation and onboarding systems.
• Advanced 85% of client accounts from basic implementation into account expansion, identifying opportunities and building consistent processes for rapid up-sells, making our platform more “sticky” for users.
• Increased user adoption 70% across client departments, significantly boosting engagement.
• Built and managed the company’s first dedicated implementation team, training and overseeing 5 staff members who specialized in technical services and support.
• Advocated for users across every department, including marketing, pre-sales, and customer support, from initial client discovery through project expansion.

• Recruited to scale implementation team for food and beverage manufacturing software provider (MES/WMS) with a portfolio of multi-million and billion-dollar clients, representing a total annual recurring revenue (ARR).
• Upgraded implementation function from 4 consultants to full department of more than a dozen consultants, engineers, and project managers with a full PMO office, multiple implementation teams, and all customer-facing.
• Achieved zero client churn with a consistent record of on-time, on-budget project completion across various software platforms.
• Enabled multi-million-dollar net new implementations by establishing processes for nurturing customers through the full product lifecycle, with emphasis on process design and solutioning.
• Spearheaded talent selection, development, and evaluation.
• Collaborated closely with sales leadership to formulate and execute closing strategies to achieve rapid value realization.

• Led a team of implementation consultants and engineers, focusing on pre-sales initiatives and efficient execution of software solutions.
• Led and managed a team of 6 WMS/MES implementation consultants, engineers, and project managers to efficiently execute software solutions and reduce time to value.
• Collaborated with Leadership Team on annual strategic planning, sales strategy, product roadmap, RACI process decisions, and OKRs to ensure alignment with company’s overarching objectives.
• Instrumental in creating the account and project management teams to address client issues and improve business relationships.
• Directed pre-sales initiatives by conducting discovery and scoping activities, translating requirements into thorough Statements of Work and RFP/RFIs.
• Improved service delivery by establishing a specialized team of Implementation Consultants focused on enterprise ERP integrations, including Oracle and NetSuite products.

Kirkland, Washington

• Managed the implementation of 340B pricing and healthcare screening solutions for hospital clients nationwide. Oversaw the full project lifecycle and ensured seamless integration of pharmaceutical software.
• Provided meticulous oversight, planning, and execution of onboarding SaaS projects for new and existing customers, resulting in a smooth transition to platform.
• Enhanced company’s standing and engagement with customers by strategically coordinating supplementary training resources and participating in high-profile product demonstrations.

Greater Seattle Area

• Enhanced user experience and system functionality by leading customer implementation projects for warehouse management software (WMS).
• Conducted in-person and virtual user training sessions that increased user proficiency.
• Improved reporting accuracy and efficiency by creating complex SQL scripts and Crystal reports.

Seattle, Washington

• Ensured seamless execution and client satisfaction by coordinating customer implementation projects for chemical inventory software (inventory management and chemical research).
• Addressed rigorous regulatory reporting requirements for both hosted and cloud-based applications.

Sacramento, California Area

Sacramento, California Area