Dana Lang Email & Phone Number

Pittsburgh, PA, US

• Recruited to analyze potential projects, business strategies, and models as well as fix weaknesses in operationalized software for energy customers.Idaho National Labs: January 2022 - Present
• Conduct analysis and provide recommendations for business optimization on established organizational processes.
• Communicate weaknesses in operationalized software to cross functional teams.
• Build requirements and identify technology solutions to drive effective and transparent customer experience.

Pittsburgh, PA, US

Directed day-to-day project operations of a $2M mandate healthcare upgrade across the Highmark Health Solutions portfolio. Responsible for the delivery excellence of project planning, scheduling, reporting, scope & change management, risk management, legal, financial & costs management, and customer satisfaction.

Pittsburgh, Pennsylvania, US

• Recruited to design and digitally transform Petuum’s first customer success team including data engineers, implementation engineers, customer success managers and customer support for the ML/ AI solutions.
• Operations leader in Petuum’s governance framework, reporting on key milestones and risks to the executive team for custom ML/AI solutions in the industrial vertical.
• Built and managed a team of data engineers' utilizing digital technologies for collecting, validating and analyzing large amounts of data to define use cases in training ML models.
• Streamlined a process for implementation engineers' team responsible for operationalizing the models and constructing dashboards used in observing the model's performance.
• Instrumental in developing project plans using Jira and smartsheets, establishing milestones to monitor and report on the stages of data wrangling, model development, training, testing, and deployment.
• Published Petuum’s first support policy, embedding it in the MSA, including a 24/7 support portal.

Boston, MA, US

• Provided senior leadership and mentoring to 9 service delivery managers with answerability of 150+ tier 1/tier 2 technicians servicing over 70,000 agents worldwide while protecting $20M in annual revenue.
• Safeguarded projected product growth of 30% by continuously building high quality help desk services and technicians through active recruitment and employee development.
• Coordinated direct report goal setting, career development planning and incentive/salary administration.
• A 20% increase in service levels was achieved by implementing plans to monitor and evaluate utilization metrics, customer satisfaction surveys and ticket quality trends to ensure professional excellence.
• Identified opportunities for automation with cross-functional teams reducing manual work by 10%.

New York, NY, US

• Directed 3 support managers with a 21-member global staff and a $2M support budget. P&L accountability for $28M ACV on 7 SaaS products to 280+ customers; instilling company mission, vision and culture.
• Coordinated the strategic design and execution of decentralized global support team to matrix managed Centers of Excellence (COE) for 24/7 customer care response. Transformed and evolved teams to be more.
• Managed the development and implementation of cross-functional department procedural improvements in Salesforce gaining consensus and adoption of 6 executive leaders resulting in standard support processes and metric.
• Optimized business solutions and revenue by negotiating maintenance agreements, introducing new tiered SLA’s and standard communication strategies to build full transparency and trust.
• Executed processes for customer satisfaction and loyalty using a metrics driven approach resulting in 10% backlog reduction and mean time to repair.

• Responsible for ABB Enterprise Software Global Customer Care throughout North America, protecting recurring maintenance revenue of over $80M for 550+ customer installations.
• Led organization of 4 direct reports (Managers, Directors) and indirect matrix accountability of 47 in US and Canada.
• Orchestrated a consistent customer advocacy program promoting a single brand image consequentially supporting a 23% increase in the Net Promoter Score (NPS).
• Galvanized and enabled operational product health readiness by leading cross-functional meetings with head of GCC, consulting, QA, product management and development, and published results to executives.
• Provided strategic direction, planning, and execution to internal business units to meet/exceed profitability, productivity, and efficiency goals for the customers.
• Expanded revenue opportunities with new tiered maintenance and performance optimization packages.

• Spearheaded and standardized customer support processes worldwide with teams in Pittsburgh, Atlanta, Philadelphia, San Francisco, London and Shanghai.
• In control of and preserved a $45M annual maintenance revenue stream while maintaining 90% margin.
• Hired, developed, trained and managed a new support team consisting of a manager and 3 support personnel after the merger of Insert Key Systems.
• Absorbed an addition business unit, EMPAC, and stabilized development, professional services and support after 85% staff reduction, including the incumbent Director.
• Established lost customer relationships with incentive strategy to sign new maintenance contracts.

• Successfully implemented the GCS Center of Excellence in Pittsburgh for eSOMS and Asset Suite.
• Rebuilt support team by transitioning highly experienced development and consulting resources into a customer support role resulting in increased utilization and throughput.
• Awarded Circle of Excellence for outstanding department leadership achievement.
• Collaborated on requirements, migration, implementation and training for a new Customer Relationship Management System, Salesforce.com.

US

Advisory Analyst and the Pittsburgh office lead Analyst for Asset Suite Supply Chain consisting of 4 analyst and 6 programmers. Systemized and directed a full software currency expansion solution consisting of all Asset Suite modules. Developed, strategized, and executed all phases of a successful implementation to ClearQuest from Lotus Notes for Asset.

US

Transferred to the software baseline team to develop and maintain the Accounts Payable application for PassPort / Asset Suite software. Managed team of 2 programmers and built the first full baseline application team in a satellite location. Identified, prioritize and designed improvements to be performed into the Accounts Payable software through 6 major.

US

Provided leadership and support to clients on the customization and implementation phases of the PassPort business solution. Worked directly with the customers and travelled to the customer sites.Assisted in the design, development, testing, implementation, and production of the Procurement Engineering module in PassPort for Northeast Utilities. Product.

Bachelor Of Science - Bs, Information Systems

Accounting