David Martin Email & Phone Number

Remote

Work with prospects and clients to identify more accessibility issues using Evinced products.

Work closely with the sales team to develop a strategy to win net new customers and drive expansion in our basePrescriptively map customer business and technical challenges to Sauce solutionsDeliver high impact product demonstrations based on the customer’s environment and testing needsManage detailed and complicated Proofs of Value with prospects and customers

Denver Metropolitan Area

As a Customer Success Manager, I work with Enterprise customers to build relationships and guide them through their journey in Test Automation and Continuous Delivery.• Manage key enterprise customers and create strategies to advance testing practices and achieve outcome based goals.• Serve as an expert in the QA & testing space, advising on Sauce product capabilities• Support the POV process by joining discovery calls and articulating the additional value the CSM organization provides. Instill confidence in the prospect by understanding the challenge they are trying to solve and customize an onboarding experience to ensure their success.

Remote

• Actively manage the success of a portfolio of assigned Sauce Labs Enterprise customers, with the end goal of reducing churn and driving expansion• Create Success Plans and track critical action items for accounts• Drive the onboarding process: Deliver onboarding presentations, provide relevant documentation, and serve as primary point of contact.• Prepare and present account reviews with customer stakeholders at all levels of the organization • Early identification of renewal risk and collaborate with Sales/Renewals teams to mitigate• Identify growth opportunities and service opportunities to deliver more value• Proactively notify customers when there are features or developments that would interest them

Boulder, Colorado

• Implemented Scrum framework on the Customer Success and Renewals team. • Facilitated all ceremonies including stand-ups, planning, backlog refinement, demos, Sprint close and retrospectives.• Provided coaching to both teams and mentored roles including: Product Owners and Scrum Masters.• Tracked and evaluated team performance using burn downs, cumulative flows, cycle/lead times, velocity and throughput. Applied these evaluations to identify efficiencies and opportunities.• Removed impediments and protected the team from any unnecessary interruptions or issues.

Boulder, Colorado

As a Customer Success Manager I am responsible for building relationships with customers, driving usage, managing deliverables, and ensuring overall customer success for their accounts.• Understand and discuss short and long term customer goals that outline their critical success factors, metrics for success, potential issues, and provide recommendations• Managed deadlines and deliverables for customers. Worked cross functionally to manage customer requests• Monitored and identified trends in adoption and utilization in order to provide guidance for improvement.• Enabled customers on Agile methodologies, providing guidance on how to implement best practices and process improvements• Accelerated account penetration by identifying opportunities to facilitate additional sales, training and consulting needs• Continuously provide customer feedback and work with product teams regarding feature requests and/or issues

Longmont

Successfully established new programs for large enterprise customers transitioning from a license to service model. Negotiated, authored, and executed Statements of Work (SOW). Implemented agreed upon services and created quality and customer service standards for the new programs.• Program Manager for new enterprise service implementations with over $3 million in revenue tied to project deliverables. Multifaceted projects involving hardware, customized software, training, network design, staffing customer team, and technical support.• Project lead for all new service requests including software and hardware enhancements, upgrades, and replacements. Create technical requirements for new development projects and champion the effort across the organization.• Single point of contact for all customer communications such as system upgrades, maintenance, incidents, and product information. Write and maintain all process and contract documents for assigned accounts.• Developed and implemented disaster recovery solutions and incident mediation. Performed yearly disaster recovery exercises documenting results and times and then provided a summary analysis report.

Longmont

Lead Project Manager providing leadership and organization of the project deliverables through project plans, schedules, change logs, stakeholder meetings, meeting minutes, and SOWs. • Responsible for managing the project deliverables, budget, project plan, scope management, issue management, and risk management. Used both traditional and agile Project Management methods to keep projects on the critical path.• Led system upgrades by directing resources and supervising the implementation of software, application, and network upgrades.• Researched and resolved technical issues including engaging the software development team for new and patch code releases. Created technical support documentation.• Managed project communications with key project staff members in the U.S. India and Canada. Escalated when necessary to resolve issues that may be detrimental to the project success.

Longmont

Single point of contact for government agencies working in the public safety and the emergency communications field.• Managed the state of South Carolina’s 911 data acting as a focal point for county coordinators and telephone service providers who were reporting 911 issues.• Mentored newer analysts on the functionality of E911 applications and the correct processes for issue resolution.

Greater Denver Area

Maintained contractual obligations and built strong relationships to provide excellent customer service. Analyzed competitor proposals and negotiated contract renewals. Gained deep understanding of customer needs and product offerings to create opportunities to up-sell services.• Proactively contacted customers within a mid-market base to create customer loyalty through product familiarity and elevated service satisfaction. Traveled to meet with customers to secure new service and solidify relationship.• Implemented and managed the contract process for mid-market data services including ATM, Frame Relay, Token Ring, Sprint.net, and ISDN.• Researched and provided resolution to billing issues including preparing credit packages, when appropriate, and correcting systems to reflect sales contracts.

Greater Denver Area

Responsible for managing the project deliverables, budget, project plan, scope management, issue management, and risk management.• Managed a CLEC local resale project for New York and California clients that included creating a project plan, defining goals and objectives, identifying resources needed, establishing budgets and timelines.• Provided complete customer service for small business customers including handling escalations and ensuring all billing and service related issues were resolved to complete customer satisfaction.

Greater Denver Area

• Worked with customers reporting issues with service and applied troubleshooting techniques to resolve and test service functionality.• Implemented new testing procedures for equipment and services increasing accuracy and efficiency throughout the team.• Researched complex network outages that involved testing with outside vendors, other organizations, and personal contacts within the industry.

Greater Denver Area

• Supported business accounts by researching invoices, billing information, and service plans to provide the most efficient services for the customer while acting on opportunities to sell additional services.• Appointed the team subject matter expert for international toll free service and voice phone cards.

Greater Denver Area

• Received inbound customer calls reporting trouble with their residential local phone service that included DSL, ISDN, voicemail, and other features.• Developed trouble-shooting techniques that were applied to each situation in an effort to reduce technician workload and ensure time and date commitments were met.

Bachelor Of Science (B.S.), Business Management, Cum Laude

Associates Of Arts (A.A.), Business, 3.3