David Miller Email & Phone Number

Havertown, PA, US

Havertown, Pennsylvania, US

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.

Miami, Florida, US

• 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.
• 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

Berkeley, California, US

• 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.
• 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.
• 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.
• Eliminated unnecessary meetings across the company to add 780 hours per year of productivity.

Lancy, Geneva, CH

• 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.
• 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.

Lancy, Geneva, CH

• 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.
• 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.
• 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.
• 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.
• 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.

Lancy, Geneva, CH

• 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.
• 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.

Malvern, PA, US

• 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.
• 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.
• 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.

Malvern, PA, US

• 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.
• 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.
• 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.

Malvern, PA, US

• Managed the key project implementations of CollectAnywhere product for financial institutions, including requirements discovery and elaboration, budget and resource planning, client relationship management, workflow.
• 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.
• 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

Malvern, PA, US

• 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.
• 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.
• 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.
• 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.

• 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

Masters, Technology Management (Emtm Program)

Bachelor'S Degree, Communication And Media Studies