Dawn Dugan Email & Phone Number

Burlington, Vermont, United States

Burlington, Vermont, United States

Payscale is a full suite of cloud-based compensation data management tools, acquired Payfactors in March 2021.- Managed a global team of 7 direct reports with oversight of 54 team members responsible for client implementations across 11 product lines. Responsible for ensuring the customer journey aligned with company standards of quality and service, while efficiently managing costs, expectations, and resources.- Developed standardized implementation processes, procedures, and documentation across both legacy Payscale and legacy Payfactors teams.- Created a successful cross training program that enabled legacy teams to gain knowledge and expertise in all product offerings. - Worked with ELT, product, and engineering to create cost effective and efficient product migration program. - Worked with leadership team to establish and maintain company goals, strategy, vision, and direction. - Promoted continuous improvement so that work was always consistent with Payscale's vision, mission, core values, standard of excellence, and culture. Produced and maintained internal and external training programs.

Seattle, Washington, United States

Payscale is a full suite of cloud-based compensation data management tools, acquired Payfactors in March 2021.- Managed a national team of 25 direct reports responsible for client implementations across 11 product lines. Responsible for ensuring the customer journey aligned with company standards of quality and service, while efficiently managing costs, expectations, and resources.- Developed standardized implementation processes, procedures, and documentation across both legacy Payscale and legacy Payfactors teams.- Created a successful cross training program that enabled legacy teams to gain knowledge and expertise in all product offerings. - Worked with ELT, product, and engineering to create cost effective and efficient product migration program. - Worked with leadership team to establish and maintain company goals, strategy, vision, and direction. - Promoted continuous improvement so that work was always consistent with Payscale's vision, mission, core values, standard of excellence, and culture. Produced and maintained internal and external training programs.

Braintree, Massachusetts, United States

Payfactors is a full suite of cloud-based compensation data management tools.- Instrumental in restructuring the service team and model to improve cost of services and create targeted area of specialty. - Managed a national team responsible for the post-sales Enterprise client experience for six product offerings, from new client implementations to ongoing support. Client portfolio had an Annual Recurring Revenue exceeding $60M. Responsible for ensuring the customer journey aligned with company standards of quality and service, while efficiently managing costs, expectations, and resources.- Worked with co-founders and leadership team to establish and maintain company goals, strategy, vision, and direction. Key member in development of Client Services growth and resource strategy during a three-year rapid growth phase, in which the customer base grew from 500 to 2,500, and the Services team grew more than 500%.- Created and maintained documented processes and best practices in all areas of responsibility., Promoted continuous improvement so that work was always consistent with Payfactors’ vision, mission, core values, standard of excellence, and culture. Produced and maintained internal and external training programs. - Provided a feedback loop from the client base to product and engineering. This ensured that new product features and functionality were prioritized in the product roadmap to best meet client needs and expectations. Applied expertise and contributed detailed plans to improve and add value to Payfactors products and services. - Partnered with Customer Success Leaders to unify efforts to ensure client happiness and engagement. Increased NPS from 40 to 52. Voted #1 in G2 Crowd awards in the categories of Best Relationship, Most Implementable, Easiest to Do Business With, Easiest Set-Up, and Best Support.

Braintree, Ma

Payfactors is a full suite of cloud-based compensation data management tools.- One of the first seven employees at Payfactors.- Built a scalable services operation from the ground up, inclusive of implementation, training, and support models.- Worked with clients in all industries, both national and global, to ensure HRIS data loaded into product aligned with compensation strategies, objectives, and goals. Managed post-implementation technical support and training needs. - Worked with marketing to conceptualize, write, and brand internal and external training modules and documentation.- Structured, rebuilt, and re-wrote the more than 4,000 job descriptions comprising the proprietary Payfactors market database. - Worked with product and engineering to determine areas of functionality gaps, and helped to prioritize, implement, and communicate new features. - Responsible for onboarding new team members, as the client services team grew from one to 25 members in less than 3 years.

Vermont

Drop Science Ltd. specializes in providing content marketing services for organizations in the compensation and workforce management industries, including Pearl Meyer, Grahall, Astor Levin, Clear Content Marketing, Xactly, and Advance Systems. Co-Authored 'Effective Executive Compensation' with Michael Graham and Thomas Roth in 2008. Contributed to, ghostwrote, and edited more than two dozen books that positioned compensation and Human Resources professionals as experts in their field.