Chad Gould Email & Phone Number

Acton, Ma, Us

Burlington, Massachusetts, United States

Assigned to several key Global Systems Integrators.Key Responsibilities:Regularly connect with customers to discuss their upcoming priorities and identify ways to better optimize our software to solve their unique challengesServe as the primary escalation point for any critical support issues, and coordinate all internal activities to ensure the issues are resolved quickly and satisfactorilyCoordinate product upgrade workshops to communicate tips and tricks from subject-matter expertsEnsure pending customer product upgrades have the best opportunity for success by proactively reviewing upgrade plans and then provide advice, consul and feedback to help avoid issues during the upgrade processOrganize customer environment assessments and make change and upgrade recommendations based on best practices and current product release availabilityDirect discussions on upcoming product schedules and features to help customers better understand what future product plans are, and incorporate their input whenever possibleDrive training and enablement activities at the partners, to ensure that sufficient staff is skilled in each product area to allow them to sell, implement and support the productsDeveloped and maintained strong relationships with key stakeholders within client organizations, including executives, managers, and end-usersCollaborated cross-functionally with sales, product development, and support teams to address customer needs and resolve issues in a timely mannerProvided proactive guidance to customers on best practices for utilizing the company's products to achieve their business goalsIdentified upsell opportunities within existing accounts by understanding customer pain points and aligning them with appropriate solutionsActed as a trusted advisor to customers by staying up-to-date on industry trends and providing insights on how they can leverage emerging technologies or strategies in their businesses

Burlinton, Ma

Framingham, Ma

Responsible for defining, leading and driving the Global Escalations Management Team Technical Support and CA, creating and executing business strategies to meet organizational goals; to influence increased customer satisfaction and new business partnerships. Key Responsibilities-Lead the activities of the NA/LA regional team directly, and the global team on a dotted line basis, and exercise full supervision in terms of costs, methods, and staffing. Establish and assure adherence to budgets, schedules, work plans, performance requirements and execution. -Create and coordinate the weekly E-Team briefing to inform and educate the executive team on a weekly basis on the status of the most critical customer escalations.-Lead the effort to implement salesforce.com as the tracking mechanism for escalation activity.-Participate with the senior management team to establish and implement strategic plans, goals and objectives. Define and lead projects; select methods, techniques and evaluation criteria for obtaining results. -Influence team performance standards through leadership to drive performance improvement across the region. -Drive the vision of performance measurement to meet organizational and company goals; provide timely feedback to employees. -Lead the region by setting training standards, addresses needs and authorizes training opportunities. -Articulate the company vision and competitive strategy for driving business; facilitate discussions with customers and partners to promote the value of doing business with CA. -Encourage recognition and reward for achievement at all levels. Seek opportunities to engage Recognition and Reward programs, to inspire greater productivity, motivation and satisfaction. -Lead the formal Goal Setting and annual Performance Management process for the region, including measurement and appraisal of employees. Ensure organizational and company deadlines for completion are met.

Framingham, Ma

Responsible for the coordinating and managing complex projects in order to achieve business objectives. Create weekly executive summary of key critical Support issues, and ensure all leaders in management chain are prepared to brief the CEO.Manage all aspects of multiple large and related projects to ensure the Global Escalations program is closely aligned to and directly supports the achievement of the company's strategic objectives in a professional and successful way. Manage a portfolio of the most complex initiatives that span multiple lines of business and strategic partners. Understand the interdependencies between technology, operations and business needs. Ensure consistent use of common processes across all projects. Ensure the work effort remains feasible from a business standpoint. Has both business and technical focus. Ensure the program is successful in both aspects. Work on complex issues where analysis of situations or data requires an in-depth knowledge of the company. Keep management informed of key issues and changes which may impact expected business results. Ensure that the program goals/milestones are met and budgets are in accordance with financial goals. Manage complex resources indirectly as part of a cross-functional team that is required to complete a project. Analyze current state and design of future state processes. Develop and define a structure and operating model for the program. Establish and track success criteria and metrics for the program. Act as internal quality control check for all /projects to ensure they meet client requirements. Mentor team members, motive team to success and give recognition for results. Act as a subject matter expert on various areas and an advocate in adopting new best practices and processes. Identify opportunities for improvement and leads implementation of changes.

Framingham, Ma

Responsible for driving the interaction between CA Support and Business Units throughout CA on all phases of product development, by serving as a Virtual Team Lead aligned to a Delivery BU. This position represents the conscience of the install base and the face of CA Support to the R&D BU's; also drives support readiness and portfolio management by serving as a Agile Core Team member.

Bachelor Of Arts, Human Resource Management

Activities and Societies: Sigma Nu

Bachelor Of Science, Information Systems

General Studies

Activities and Societies: Student Government Association