David Oakes Email & Phone Number

Nashville, Tn, Us

Remote

After taking ownership of our APAC and EMEA Services team, I leveraged dynamic leadership to enhance service delivery by steering cross-functional teams to accomplish complex projects within deadlines, budget, and beyond client expectations. By employing a strategic approach and direct involvement, I escalated revenue, improved service solutions, and maintained strong client relationships. I led project management efforts by integrating service strategies with business objectives and utilizing analytical insights to refine operations. Additionally, I integrated emerging technologies to ensure our company remained a leader in industry advancements.I guided high-achieving teams toward extraordinary customer success in the SAAS sector, efficiently directing both remote and site-based teams by promoting collaboration and using exceptional interpersonal abilities to connect with clients and stakeholders. Over four years, I sustained and improved a world-class Net Promoter Score (NPS), maintaining scores above 60 and reaching as high as 87 in the last fiscal year. By delivering unmatched customer experiences, I consistently surpassed expectations and effected meaningful impacts. Moreover, I collaborated with the Solutions Architect teams to build and release a global Statement of Work (SOW) build/review/release process, further enhancing our service delivery and operational efficiency.

Remote

In my extended role as a Program Manager, I served as a Veteran Director of Professional Services, guiding high-performance teams to exceptional customer success in the SAAS industry. I led dynamic leadership in optimizing service delivery and managing cross-functional teams to complete complex projects on schedule, within budget, and surpassing client expectations. By aligning service strategies with corporate objectives and leveraging data-driven insights, I streamlined operations to ensure efficiency and effectiveness. I fostered team collaboration and employed robust interpersonal skills to establish strong connections with clients and stakeholders, adeptly managing both remote and site-based teams.I achieved 119% and 123% of regional financial goals in fiscal years 2022 and 2023, respectively. Through a strategic approach and direct involvement, I drove revenue enhancement, expanded service offerings, and cultivated enduring client relationships. My efforts consistently resulted in elevated service standards and operational excellence, reinforcing our position as a leader in the SAAS industry.

Seattle, Washington

In my role, I developed and implemented multiple Repeatable Service Offerings to streamline product training and enablement across our client base. By refining a cross-functional program, I enabled the Customer Success team to leverage Delivery resources in providing complimentary training to at-risk clients, significantly improving client satisfaction and retention.I was elevated to the leadership of the North American Professional Services team, where I surpassed regional financial targets with achievements of 119% and 123% in fiscal years 2022 and 2023. I expanded the North American Delivery organization from a singular entity into specialized Project Management, Engineering, and Training teams to facilitate scalable growth. Additionally, I optimized pre-sales focus and enhanced delivery execution by partnering with the Solution Architect team to create a Proof of Value (POV) Services offering, ensuring our clients received tangible benefits from our solutions.

Seattle, Washington

Appointed as a Project Manager, I joined a team comprising engineers and another Project Manager within the North American Region. I led the establishment of a Project Management Office (PMO), drafting, receiving approval for, and implementing the initial PMO structure within nine months. This included creating supporting documentation, and the PMO framework remains active and undergoes regular updates and reviews by the global PM team.I engineered and rolled out a Time & Materials (T&M) and Expenses tracker to enhance client management. Consistently, I delivered projects on time and within budget for various Fortune 500 clients, ensuring high standards of quality and client satisfaction. My efforts contributed to the efficient management of resources and the successful execution of complex projects, reinforcing our reputation for reliability and excellence in project delivery.

Greater Seattle Area

I orchestrated multiple concurrent projects, collaborating closely with sales teams to align customer expectations with feasible timelines and project deliverables, ensuring consistent communication and adherence to implementation dates. I spearheaded comprehensive stakeholder engagement throughout all project phases, organizing regular status meetings to ensure alignment with initial goals and transparent communication on project progress. Additionally, I directed technical sales presentations in collaboration with senior sales executives, effectively communicating the advantages of proposed solutions through on-site and online demonstrations, tailored to meet the specific needs of prospective clients.I led the design and implementation of scalable Workforce Optimization solutions, catering to a diverse client base from small businesses to large enterprises, and leveraging in-depth knowledge of Avaya, Cisco, Nortel, and Aspect PBX systems. I managed the preparation and submission of detailed client RFPs, assuming full responsibility for project management tasks while functioning as a Sales Engineer, ensuring all proposals precisely matched client technical and business requirements. My efforts resulted in streamlined project executions, enhanced client satisfaction, and successful business outcomes.

Greater Seattle Area

In my role, I served as a Tier 3 escalation point for the support team and facilitated escalations to the development team. I developed and implemented a case review process, establishing weekly meetings for technicians to discuss all open cases. These meetings provided technical assistance, actionable next steps, and strategies for handling challenging customer interactions, thereby improving resolution times and customer satisfaction.I created a standardized case creation form to ensure consistent information collection across all cases, streamlining communication and reducing inefficiencies when escalating issues to the development team. Additionally, I designed a comprehensive upgrade process document for patch and dot release upgrades, detailing pre-, during, and post-upgrade procedures. This documentation significantly reduced knowledge-based errors post-implementation, ensuring smoother upgrade processes.

Greater Seattle Area

* Provided technical and project management services while on-site using a variety of different hardware platforms such as Dell, HP, IBM, and Alliance Data Systems.* Implemented small, mid-size and large enterprise solutions to customers such as Northwest Airlines, Southwest Airlines, Microsoft, and Lufthansa.* Established a technical and personal rapport with a long-term international Reseller and one of their clients. This allowed for a successful remote forklift implementation of the Envision recording platform. This removed the need to travel to all of the various sites reducing the cost of implementation.* Worked as an escalation point for our support department to resolve high priority and high visibility issues received from our customer base.* Developed and implemented solutions to customer-specific issues on-site under aggressive timelines. Collaborated with the customer, Envision support team and engineering resources to ensure timely resolution.* Interfaced with development and customer engineering teams to define bugs based on issues experienced on-site.* Coordinated with call center managers, telecom, IT, and project managers to roll out our solution on-site. Utilized the customer’s team to ensure the successful implementation of the product within the compressed time frame.* Trained new support staff, installation engineers, and senior support on product functionality, integration-specific nuances, and common issues to expedite troubleshooting process.* Trained several international Valued Added Resellers to implement the full spectrum of Envision product suite within their market space.* Provided technical instruction on maintenance and general troubleshooting of the Envision solution to domestic and international customers.* Created process documentation for standardizing server build-out for customer servers.* Published documentation for customer use in the deployment of Envision products in their environment.

Greater Seattle Area

Greater Seattle Area

* Interfaced with our customers to resolve issues received from the web, email, and phone support tickets.* Upgraded client servers remotely to resolve code related issues.

Pmi Project Management Certificate, Project Management

Completed 99 hours of PMI approved courses for a Project Management Certificate

Education record

General Studies for my AA

Computer Science