Bruce Dales Email & Phone Number

Charleston, South Carolina, United States

Partner with Marketing and Finance to identify Customer Success needs for all offers going to market related to the Portfolio of Blackbaud products and Customer Success owned solutions, particularly Tier 1 and Tier 2 initiatives, as well as:•Work with fellow Project Managers on internal initiatives not related to product releases, but that are still impactful to the Customer Success journey•Lead the ongoing product launch and release management initiatives within the Customer Success Readiness portfolio, as it relates to products and solutions. • Partner with program management, product management and product marketing to successfully launch new products, solutions, services as well as significant upgrades. • Represent customer operations non-functional requirements, key deliverable's and requirements to ensure the entire customer operations business unit is successful post-launch.• Lead the consolidation of Customer feedback coming out of the many listening posts, across Success, Support and Services and providing visibility into these requirements to drive solution and/or product strategy

Charleston, South Carolina, United States

Work collaboratively with product management, product marketing, customer success and services portfolio management teams to build and define complete offers for our clients and ensure Customer Operations business readiness for new product launch and feature release. Additionally working with Marketing and Pricing to represent services for all offers going to market related to the Portfolio of Blackbaud products and Customer Operations owned solutions.

Charleston, South Carolina Area

Overall accountability for Quality Monitoring programs, Work Force Management programs, as well as oversight of cost-reduction initiatives, including responsibilities related to cost-per-case and call-volume reduction efforts, and other business framework process improvements for support margins/efficiency.Accountable for Workforce Management processes and procedures, including evaluating both volume growth and staff utilization to guide efficiency improvements. Accountable for Quality Monitoring (QM) programs, which includes oversight of objectives, case management evaluation programs, and random call/chat quality monitoring. Accountable for proactive support methodologies, focused on anticipating or identifying customer issues and, when possible, proactively resolving issues to achieve volume deflection.

Daniel Island, Sc

Manage the development and support of custom solutions of emerging products for our Enterprise client base. Responsible for a team of 18+ support developers, technical engineers and report writers, overseeing their day to day to ensure client satisfaction. Defining team and department goals that directly impact the companies overall mission and strategy, and monitoring their progress on a daily,monthly and quarterly basis. Responsible for the budgeting process to ensure fiscal accountability, including assessing staffing and hiring needs, and customer retention by ensuring my team delivers a world class support experience.

Managed a team of 4-6 Product Leads for Blackbaud's 3 core products. Worked closely with Product Management to ensure clients issues were being addressed in a timely manner via service packs and product updates.

Served as the product expert in triaging product issues with the customer and advised the Support analysts on product specific instances. Worked closely with the Release Manager to prepare Support for releases, assisting in beta and release planning. Acted as the primary leadership role on all product-related issues, always keeping in the forefront what is in the best interest of the client. Served as a decision-maker and single point of contact representing Support and customers in all decisions made by Product Development, working closely with the Program Manager to review designs, documentation, and test plans and to serve as a resource for designers, developers, testers, and writers regarding usability issues. Was the final authority from Support on Impact and Release Targets for all client reported issues, participating in defect reviews.

Used advanced troubleshooting techniques to address client concerns ranging from basic questions to critical/time-sensitive issues via phone, email and online resources. Reported any product bugs to Product Development.

Education record

Education record