Tangenesis is a technology consulting firm serving the credit union and banking industry. We specialize in Temenos custom API integrations, LMS upgrade assistance, data warehousing and report building, functional consulting & training and more.At Tangenesis we never charge an initial consultation fee - we are happy to talk to you about your needs at length, at no cost to you, to ensure we fully understand your goals and how we can best assist you. We're confident in our first meeting, you will see all that we can do to optimize your business!

• Own and lead the long-range software operations strategy including roadmap prioritization, process improvement, cross-functional team management, strategic recruiting, ensuring customer satisfaction, and maintenance of the production environment • P&L responsibility over Operations and R&D • Collaborate with business stakeholders to evaluate, select, and support key business initiatives for finance, HR, productivity, sales, and other functions. • Evaluate and transform current processes to ensure scalability through predictive capacity modeling • Collaborate with leadership to understand the objectives of each business segment and prioritize based on greatest business value • Ensure smooth operation and maintenance of internal technology platforms and CRMs • Build and scale a world-class IT team to drive exceptional outcomes for Biller Genie’s employees, subscribers, and stakeholders

• Responsible for developing and executing all operational functions for a pre-revenue fintech start-up, including HR, Finance, Customer Service, Customer Success, Product Management, and Marketing, providing solutions to financial wellness, financial services, and other fintech organizations.• Hired and directed a team of C-Level executives, including a Chief Customer Officer, Chief Financial Officer, Chief Marketing Officer, and Chief Product Officer within the first 6 weeks creating the company’s first proper org structure with clear departmental separation, KPIs, and goals and an overall company size of 22.• Devised and executed a 100-day strategy to prepare the company operations for successful growth and achieved 92% of all 127 goals set across the company.• Optimized and streamlined product development with agile principles and change control management which provided clear focus and prioritization and eliminated the chaos that was hurting team morale and product quality. • Worked with Chief Customer Officer to implement KPIs, OKRs, NPS scoring, playbooks and customer surveys to guide customer success team and act as a feedback loop to product organization and reduce support ticket backlog by 90%.• Eliminated unnecessary meetings across the company to add 780 hours per year of productivity.• Worked with CPO and CMO to reduce customer onboarding process from 8 steps to 2 using modern social API signups (LinkedIn, Facebook, and Apple) and minimal requested information to yield a 30% increase in ad conversion and lower Conversion Acquisition Cost (CAC) from $35 to $15 per sign up.• Replaced customer support platform with cheaper/better alternative and automated workflows to realize an 87% reduction in backlogged support issues.• Worked with CFO to audit and streamline all expenses and reduced monthly burn rate by 20%.• Implemented mandatory 1 on 1 sessions with all managers and employees to increase morale, mentorship and prevent attrition.

Temenos is the global banking SaaS / BaaS platform leader with over 3,000 customers and 5,000 employees.•Executive leadership and responsibility for Customer Support and Success teams for 7 product lines in the US and Canada, servicing 850+ banks and credit unions, driving over $50M in support revenues annually and $250M in overall revenues.•Managed US and Canada organization with 10 direct reports, including 4 VPs, 1 sr. manager, 5 Customer Success Managers and an indirect team of 75 within the support organization.•Worked with India offshore executive management to ensure urgency and resource allocation aligned to regional needs realizing a 34% reduction in North America ticket backlog.•Led 4 Customer Support VPs with overall staff of 75 to drive team KPIs, OKRs and SLAs including initial response time, resolution duration, rejected tickets and escalation events across 7 enterprise platforms.•Final escalation point for all customers in North America, having direct interaction with C-level executives and directly participated in QBRs and EBRs.•Oversaw all aspects of Customer Success and customer-facing practice - from adoption to retention and renewal for key clients including Paypal, Commerce Bank, and Canadian Western Bank.•Led CSM team of 5 driving $10M in annual revenues through upselling professional services packages, premium support, lead generation for license add-ons and license renewals.•Pioneered concept of “extended maintenance” as new upsell option for customers behind on software upgrades – added $2M in new revenue for a total of $12M.•CSMs each managed 30+ high touch regional clients with QBRs & EBRs and reactively handled lower touch clients with automated emails and surveys to ensure all clients were engaged. •Implemented ChurnZero platform to track customer health.•Created playbooks for onboarding, upselling, retention, renewals, and escalations.•Devised team KPIs and OKRs for % ARR increase , churn rate, NPS and CSAT.

• Directed the entire North American post-sales operational process for the Temenos' Lifecycle Management Suite financial software product line, managing a $5M P&L and overseeing Customer Success, Professional Services, and Product Development departments driving $50M/annually in revenues with 650+ customers.• Led a direct executive leadership team of 4 VPs across Professional Services, Product Development, Quality Assurance, and Customer Support, a Delivery Manager and Strategic Account Manager, and mentored 140+ FTEs including analysts, developers, project managers, architects, QA testers, and support representatives delivering innovative online end-to-end customer acquisition solutions fully integrated with fraud services, banking core, and account funding providers.• Defined and drove the product roadmap for cloud-based packaged banking applications on innovation and integration initiatives related to expanding the Temenos product offerings and delivering customized solutions to Banks and Credit Unions.• Spearheaded the cross-functional team collaboration between all areas, including product development, professional services, support teams, and partners on strategic customer accounts to ensure delivery of solutions to customers, including key clients PSECU, BECU, First Tech CU, Bank of Oklahoma, and Partners FCU.𝐊𝐞𝐲 𝐀𝐜𝐡𝐢𝐞𝐯𝐞𝐦𝐞𝐧𝐭𝐬• Optimized software implementation processes in the Professional Services group to reduce average project duration by 2 months and increase average profit margin by 33%• Implemented dedicated team structure in customer support to better align resources to customers yielding higher ticket throughput delivering a 43% reduction in ticket backlog.• Implemented a cross-disciplined team structure in the development organization to right-fit resources to feature development projects and thus yield a 65% reduction in released software bugs.

• Executive responsibility for Customer Support for 2 Temenos financial software product lines in USA and Canada servicing 650+ customers driving $30M in support revenues annually.• Responsible for managing the post-sales and implementation support for all products in the portfolio, managing a diverse team including 5 direct reports (VP, Customer Support – Core Banking, Support Manager – Private Wealth, VP, Customer Support – LMS, Account Managers), and 53 support team.• Led the team as the primary liaison between Temenos and the client partners, ensuring and maintaining strong relationships, client satisfaction, and high-quality deliverables on time while achieving target profit goals.• Accountability for successful migration of technical support unit from onshore to offshore location and managing premium support with an onshore team.• Created support documentation that empowered and enabled the user community to extend skills, leverage system features, and find resolutions to questions without intervention from the support team.• Collaborated with Account Management in sales presentations and product demonstrations to prospective and existing customers, providing critical input to the company's ability to achieve sales and profitability objectives by maintaining deep product knowledge and analysis of potential solutions.• Assisted Account Management with the customer ongoing trying to sell them training packages, new add-on licenses, and custom development to drive more revenue. • Continuously provide the product team with customer feedback and suggestions to facilitate product improvements in future releases.𝐊𝐞𝐲 𝐀𝐜𝐡𝐢𝐞𝐯𝐞𝐦𝐞𝐧𝐭𝐬• Established clear KPIs for Customer Success and managed through metrics to bring customer reference-ability from 20% to 98% in the first 2 years• Oversight of 3 Strategic Account Managers driving $2M annually of upsell revenue

Akcelerant was the US industry leader for software solutions for credit unions and banks, having over 400+ customers. Was on the ground floor when the company was 20+ people and grew with them to 200 when they were acquired by Temenos in 2015.• Led the Akcelerant software development organization managing the entire product lifecycle from inception through deployment and maintenance, impacting 400+ customers and 28K+ end-users.• Coached and steered a team of 34 FTEs, including Software Developers, Senior Software Developers, Technical Leads, and Architects driving the project’s software development, framework, architecture, process flow design, deployment, and data migration and conversion.• Organized and implemented the SDLC for the Productivity Framework product line, which provided financial software to credit unions across the US.• Aligned business requirements and processes in the client environment with the client’s architect solution and strategic program objectives. This was be achieved via:• Collaborated and communicated (project's requests) with pertinent internal/external key stakeholders.• Streamlined the Maintenance organization by creating a repeatable process for delivering updates to clients and worked closely with the support organization to identify the process bottlenecks and remove the same.• Environment: .Net technology stack including MSSQL, SSRS, VB.net, ASP.net MVC, Ajax, JQuery running on Windows OS platforms𝐊𝐞𝐲 𝐀𝐜𝐡𝐢𝐞𝐯𝐞𝐦𝐞𝐧𝐭𝐬• Worked closely with the Quality Assurance team and the Architecture team to design, code, test annual releases to a customer base of 300+ customers• Transformed SDLC from waterfall methodology to agile methodology over the course of 1 year

Supervised daily operations of North American technical support for web-based financial software managing technical issues and escalations reported by 75+ financial institution customers across the USA, including key customers PSECU, BECU, First Tech CU, Bank of Oklahoma, and Partners FCU.• Led and coached a Technical Support Manager and Customer Support Manager leading a team of 25 Technical Support Developers and Customer Support Representatives providing 24/7 support assistance to banks and credit unions.• Provided solutions to operations issues for loan origination, account origination, and software users, working closely via phone, email, live chat, and web teleconference with end-users.• Created support documentation enabling user community to extend skills, leverage system features, and find resolutions to questions without intervention from the support team.• Increased efficiency by analyzing data and maximizing opportunities for improved productivity across several areas.• Evaluated product development strategy effectiveness and prepared alternative approaches to exceed goals.• Helped streamline repair processes and update procedures for support action consistency.• Mentor other Product Support Developers in those developmental disciplines specific to Temenos in conjunction with Managers, and the VP, Customer Care.𝐊𝐞𝐲 𝐀𝐜𝐡𝐢𝐞𝐯𝐞𝐦𝐞𝐧𝐭𝐬• Established KPIs and metrics-based management to track ticket inflow, outflow, days to resolve, customer fix rejection rate, and root cause analysis• Created training program for technical support developers to pair them with product architects to grow their skills and provide vertical mobility to help retain them in the organization

• Managed the key project implementations of CollectAnywhere product for financial institutions, including requirements discovery and elaboration, budget and resource planning, client relationship management, workflow prioritization, and subsequent client testing, training, and governance phases as part of a clients’ 'Transition To Live' deployment process.• Directed project teams ~ 30 internal and direct hire contract personal working on converting bookings into revenues.Key AchievementChampioned the 95% on time and on budget completion rate and improvement strategies for projects that were not on time or not on a budget• Responsible for planning, monitoring, and executing assigned core system conversion projects with a heavy emphasis on unit tests, integration tests, acceptance tests, data migration, rollout, and warranty support areas.• Agile Scrum software delivery methodology throughout the life of projects extensive use of OnTime for epics, backlog grooming, sprint planning, sprint execution, velocity tracking, and overall execution across teams.• Successfully established and implemented a Project book system to enhance communication, project control and effectively track all phases of the implementation projects.𝐊𝐞𝐲 𝐀𝐜𝐡𝐢𝐞𝐯𝐞𝐦𝐞𝐧𝐭𝐬• Championed the 95% on time and on budget completion rate and improvement strategies for projects that were not on time or not on a budget

• Responsible for coding new features and bug fixes for Akcelerant’s CollectAnywhere product line, troubleshooting time-sensitive critical issues in a live environment with rapidly shifting work priorities assigned based on business needs.• Performed on-call duties supporting institutions with any technical issues related to web application and investigated and documented any issues occurring outside of the scope of the system, thereby facilitating third party contact and resolution to provide excellent customer technical support and swift resolution of business-critical items.• Worked on adding custom code to the live environment during hours and off-hours to find the root cause of the reported application error. • Ran SQL queries, reviewed SQL upgrade script to identify defects in the upgrade script to prevent issues introduced by the upgrade.• Communicated with customers via case management system by user stories, communicated with BA via product question site to understand system design based on the functionality observed from the code. Provided BA and Architects with code behavior and coded, tested, and deployed the fix to production.• Documented discovered application defects, proposing a fix for the immediate problem and promoting fixes to continuous build for future software release using source code control and maintained customer code streams.• Performed business analysis, managing the backlog, and prioritizing resolution of defects.• Skilled in VB6/VB.net, Classic ASP and ASP.net, SQL Server, stored procedures, views, database tuning, debugging/troubleshooting

• Managerial responsibility for team of 5 developers during the .com boom for an online job board that collected resumes from job seekers and then sold access to companies for a fee• Originally coded the site myself in the first year as it was a start-up and then was promoted to VP, Development once we got investment capital and built a team• Technologies used were Classic ASP, VB6 and SQL Server