Chris Gagner Email & Phone Number

Raleigh, Nc

Facilitated multiple concurrent Enterprise level SaaS implementation projects consisting of Clari’s Forecasting, Opportunity Management, Analytics, Mutual Action Plans, and Conversational Intelligence products making up their Revenue Platform.  Responsible for the success of a revolving portfolio of 6-10 projects generating approximately 3 million in ARR. Constructed and presided over custom hybrid project plans with waterfall and agile properties in a Software as a Service framework. Managed project teams consisting of Technical Solution Consultants, Strategy Consultants, and Enablement Consultants while collaborating with and managing expectations of Support, Engineering, Project Management, and Executive Stakeholders. In charge of overseeing the complete project lifecycle, ensuring a smooth transition to the Account and Customer Success Managers, while adhering to the committed schedule and budget.  Recognized for consistently achieving outstanding customer NPS scores with a promoter average and zero detractors.  Exceeded utilization objectives within the confines of project budget constraints 9 quarters running. Managed executive level stakeholder expectations both internally and customer facing via consistent and timely communications, escalations, etc. Implemented a Kanban methodology and monitored its performance for all Enterprise projects across multiple teams, utilizing offshore resources to enhance task execution.

Raleigh, North Carolina, United States

Senior Manager, Global Sales Support (03/2012 - 10/2020) Orchestrated a high-performance team of senior technical resources in supporting global Sales, Presales, and Marketing. Headed full-cycle program management of integrated demos and demo environments for Teradata’s Marketing Application Suite. Operated diverse demo environments: cloud-based standalone & integrated versions of Teradata’s SaaS Vantage Customer Experience (VCX); Customer Interaction Manager (CIM); Real Time Interaction Manager (RTIM); and Celebrus (3rd-party partner product). Facilitated formal client demo preparation and execution by administering 24/7 globally available and supported environments.  Showcased Teradata’s analytic and marketing solutions by building-out scripted, interactive, multi-industry demos, adopting a story-based end-user approach from a fictional company as a production quality customer zero installation. Improved Teradata Marketing Applications’ product demo process. Took a deep dive into its effectiveness and optimized application demos with professional quality video and presentation materials and revamped enablement process. Drove dynamic execution in Gartner Magic Quadrant and Forrester Wave analyst activities by providing comprehensive support. Assisted account executives with Request for Information (RFI) and Request for Proposal (RFP) business processes. Owned enablement of major/minor enterprise releases and net new feature functionality released in SaaS products as project manager. Ensured Global Sales Support needs were accounted for during planning and execution phases by leveraging engineering using Agile product management principles. Enabled a 450-person user base of sales and marketing professionals by delivering regular, compelling demo content using various formats (newsletters, webinars, Teams) and providing hands on sales initiative support.

Raleigh, North Carolina, United States

Senior Project Manager, Professional Services (01/2010 - 03/2012) Held end-to-end ownership of complex Teradata Marketing Applications implementations and integrations for retail, insurance, pharmaceutical, and E-Commerce industries. Executed cross-functional team leadership of both technical and business resources. Simultaneously managed multiple projects with durations ranging from 10 weeks to 1.5 years and multi-million-dollar budgets. Oversaw client relations and coordination of three to eight-member teams with diverse skills and experience levels. Achieved consistent on-time, on-budget, and on-quality delivery of new installation and migration projects. Honored with the Project of the Year Award in 2011: an award based on projects from referenceable accounts and measured on revenue, margin, hours/budget, and on-time completion. Exceeded billable objectives by 15% or greater while maintaining high levels of customer satisfaction. Maximized resource use and efficiencies by creating detailed task-based project plans leveled by resource. Prevented project derailment by leading daily direction of the project team while managing and reporting task-level progress. Partnered across multiple business units and stakeholders, including Marketing, IT, and client project/program managers. Maintained workflow continuity and effectiveness as the first line of resolution for all project-related issues. Sustained project transparency via frequent project status communications to all levels of client and internal management. Seamlessly transitioned all completed projects to the Global Support Center for on-going support.

Mandeville, Louisiana, United States

Project Manager / Account Manager Commanded a leadership role at this start-up residential and commercial technology company, comprising responsibility for design, sales, project management, scheduling, customer interface, and overall project profitability. Managed residential and commercial tech projects through all phases of new construction and retrofit applications. Grew annual sales revenue from $200K to $2.45M while increasing the product and installation margin from 15% to 35%. Engaged and influenced clients as Lead Designer and Customer Interface. Oversaw customer sales meetings and the design of home technology proposals based on customer feedback and interaction. Supervised six installers and two programmers in implementing site-specific designs throughout the project lifecycle, continuing into post-installation preventative maintenance agreements for a supplemental revenue stream. Oversaw projects ranging from $35K to $950K per installation, with an average account of $100K over 10-12 months. Managed $1.5M to $2.25M in accounts annually. Optimized customer experience by providing initial customer support for all existing accounts and managing all support-related escalations to resolution. Recognized as an industry and project thought leader by clients, designers, architects, contractors, and subcontractors.

Manager, Critical Care Team (11/2001 - 07/2004)Marketing Analyst (10/2000 - 11/2001) Held a progressive tenure with the company, achieving roles of increasing responsibility with the Teradata subsidiary of NCR Corporation, working on the Customer Relationship Management (CRM) application. Facilitated Fortune 500 company clients in maximizing the value of their technology investment. Collaborated with both their IT and Marketing resources with best practices to administer and leverage the application to generate higher ROI with direct marketing and web-based campaigns. Selected to join and later manage the CRM group Critical Care Team. Partnered with a highly technical and experienced group of developers, testers, and analysts as a level 4 software support vehicle to large corporations using the CRM application. Built effective collaborations with technical and business resources at Hallmark, Wal-Mart, Lowes, Kmart, and JCPenney. Utilized various Teradata CRM application modules to efficiently use information contained in enterprise data warehouse for CRM purposes. Ensured optimal customer support by managing an eight-member team of Delphi, Java, and Visual Basics programmers in addition to four offshore developers as the final support level for customer and professional service P1 and P2 priority issues.  Managed all P1 and P2 bug fixes and feature requests in maintenance releases based on severity and customer urgency. Worked with software requirements to relay specific customer requests and time estimates for complex bug fixes and feature requests. Cross-nationally collaborated with various Teradata Professional Services groups worldwide to help with customer support, including sales, installation, minor & maintenance releases, and client-specific bug fixes. Ensured code was propagated and tested in all major, minor, and maintenance releases by partnering with QA with use case generation as part of a Closed Loop Corrective Action process.