Dave Sheehan Email & Phone Number

Seattle, Washington, United States

Handling spend and billing issues for selected clients.

San Francisco, California, United States

Orchestrated global technical customer support for internal and external customers and led a cross-functional team of 30 support managers, system architects, developers, and engineers to exceed customer Service Level Agreements (SLAs).• Streamlined and automated process workflows for 2K+ monthly support tickets using Jira Service Desk, Jira, and Remedy.• Implemented department Key Performance Indicators (KPIs) to evaluate team performance and identify trends, such as One-Time Closure Rate, Comment Count, Bug Creation Percentage, and Mean Time to Resolution. • Analyzed support workflows and built a set of Standard Operating Procedures (SOPs) to optimize functional processes, reducing incident resolution times by 30% and increasing customer satisfaction from 82 to 96% Top Box score.• Oversaw the development and execution of strategic initiatives to optimize Software as a Service (SaaS) infrastructure, ensuring scalability and resilience to meet evolving business needs. Examples include working with product and engineering teams to evaluate self-serve access for customers and finding opportunities to add client value and charge for access to features of a proprietary advertising technology system.• Led Jira/Tableau cloud migration, migrated user entries from Active Directory to Azure, and supported AWS VMs for infrastructure servers.

San Francisco Bay Area

Managed Salesforce.com and interfaces to Financials. Also developed sales and financial data analytics solutions using Tableau, MySQL, Salesforce.com, and Excel to deliver insights.• Designed and executed functional processes and technical sales operations strategies using Salesforce.com tools to grow overall sales revenue by 20% by increasing focus on the most effective sales channels.• Collaborated with cross-functional teams from finance and sales to redefine quote process, eliminating unnecessary documentation and approval chains. Automated approvals in Salesforce.com and shortened time to bill over 50%.• Directed the integration of Salesforce.com reporting and forecasting, enhancing data visibility and insights.• Implemented seamless data flow between various systems, resulting in a reduction of manual efforts and increased accuracy in sales reporting between Salesforce and Hyperion using REST API.

San Francisco Bay Area

Led operational support for mobile game advertising and monetization platform and provided guidance to teams across Asia, US and Europe, Middle East, and Africa (EMEA).• Planned and implemented a robust Zendesk ticket escalation process to minimize customer escalations and ensure swift resolution of high-priority issues. Resulted in a 90%+ top-box customer satisfaction score which showed a 20% increase. • Increased first-contact resolution rates 25% by giving front-line vetted solutions to the most common user problems. • Collaborated with other departments to build support capabilities, address customer issues, and improve products.

San Francisco Bay Area

• Increased Sales by 50% working to sales and support to global customer base.• Implemented Zendesk system, providing 100% increase in support activity visibility. • Successfully managed trials and closed deals.• Led website redesign project, increasing organic traffic 250%.

San Francisco, California, United States

Directed business application support for customers as well as sales teams. • Implemented Finance and Contract Renewals system using NetSuite, Boomi, and Salesforce.com to give forecast visibility and increase revenue recognition timeframes by 300%. Average Days Sales Outstanding fell from 61 to 20 days. • Enhanced Salesforce.com for Sales, Marketing and Service by interfacing to Marketo as well as adding new lead description and qualification criteria to qualify a contact more accurately. Sales performance increased by over 10%.• Built new Software as a Service (SaaS) reporting using MS SSIS to show new feature trials, usage, and conversion rates.• Worked in close cooperation with marketing to identify well qualified contacts, increasing lead conversion rates by 20%.

San Francisco, California, United States

Managed a 10-person inter-disciplinary team to unify post-merger business process and infrastructure changes, including oversight of budget management and vendor negotiation.• Provided project management of Salesforce.com implementation for Sales, Renewals, and Customer Service, including setting renewals automation and defining optimum sales actions.• Led project for post-merger transition to a new finance system as well as unifying fulfillment and service operations. Achieved significant reductions to overhead and improved service delivery speed and quality.• Worked with cross-functional teams of product managers and engineers to develop strategic product roadmaps and coordinating product Go-To-Market events. • Planned and delivered an in-person global sales training program to 50 salespeople. • Led conversion from physical to electronic fulfillment for software delivery, reducing annual costs by $8M.

San Francisco, California, United States

Led a global team of 25 technical support staff providing service for 12K+ customer organizations. • Implemented automated licensing system to expedite the process and customer time to productivity.• Planned and managed an annual department budget over $2M. • Developed a portfolio of Key Performance Indicators (KPIs) for team. Measures included Velocity, Time to Respond, Time to Resolve, complexity, and issues related to code changes.• Defined new quarterly major version Release Readiness process, reducing release-related error reports by 50%.• Maintained consistent 90%+ Top Box customer satisfaction rate for the team.• Integrated Support into Product Management’s Go-To-Market (GTM) process.

Pleasanton, California, United States

• Managed Accounts Receivable package for PeopleSoft Financial Management Suite.• Hired and trained team.• Developed metrics to drive performance improvement. • Represented Financials division in systems development and maintenance efforts.• Introduced Knowledge Centered Support to Finance Division.• Established weekly product forum with Engineering, QA and Product Management teams