Doug Callahan Email & Phone Number

New York, Ny, Us

Redmond, Washington, Us

Burlington, Ma, Us

Sydney, Nsw, Au

Ridgefield, Ct, Us

-Ownership of full product roadmap and direction ensuring value is provided to both clients and their alumni/members. -Created product roadmap taking into account client commitments, stakeholder input and market research.-The driving force migrating the disperse development teams to Agile Scrum improving collaboration, quality, and predictability.

New York, New York, Us

- Ownership of customer success, client onboarding and support.- Implemented a holistic approach to client onboarding focused on the client program strategy/success, early time to first value, interactive training, and the customer experience.- Attained Support client satisfaction scores > 90% very satisfied, NPS > +50 (from negative ten),response times under 10 minutes and average resolution within 2 days.- Created and owned a new line of business with over $1 million in revenue and $600k inARR in less than one year at 82% margins. This solution became a competitive differentiator, retention tool for clients and first value for several prospects.- Member of the Product Council and performed client health and risk analysis in order to effect continuous improvement.

Tolland, Ct, Us

- Responsible for the Support and Maintenance of YuniquePLM and webPDM solutions globally.- Ownership of 1st, 2nd and 3rd level PLM application support and related infrastructure and maintenance.- Management of maintenance contract revenue planning, generation and assurance.- Overseeing Support and Engagement P&L, budget planning and forecasting. Build staffing models that enable the attainment of company goals with maximum utilization, scalability and profitability.

London, Gb

- Responsible for the Global Application Support organization with support analysts and engineers in New York and London. Also managed global prioritization of bug resolution.- Ownership of client communications during times of severe incident and author of incident reports for clients.- Ensured client satisfaction and reference-ability. - Managed strategic partners from a support perspective ensuring SLAs met and issues resolved. Also owned the partnership with Akamai (content delivery network).

London, Gb

- Responsible for the critical role in delivering Venda’s services to clients and ensuring successful client experiences that are consistent with Venda's high standards.- Responsible for the proper functioning and development of both the US Account Management team and the US Support teams.- Leading the Account management team, a value-added, strategic and tactical resource for clients. Account managers understand the marketing, usability, and conversion techniques used in growing partner online revenues. AMs are Venda experts that understand the Venda’s platform and its use in a holistic manner (its place in an eCommerce ecosystem).- Leading the Application Support team, including front line helpdesk staff who are tasked with creating, monitoring, and communicating issues and resolution to our clients. US support also includes senior support analysts who can dig deeper, troubleshooting within the database and log layers.

Austin, Tx, Us

- Managed a team of 21 Support Analysts and Engineers, locally and remotely, supporting over 1200 non-profit clients with the usage of Convio’s 3 SAAS product platforms.- Worked closely with all departments to improve the client experience especially Engineering for bugs and sprint reviews, Product Management for feedback and feature requests, IT for emergencies and day to day activities, Account Management for cliet satisfaction issues, Professional Services for complex issues and deployments, Sales for RFP responses, Marketing for Client Community, Conferences and corporate blog, and the Executive Team for high visibility items, clients and strategy.- Maintained strong relationships with administrators, directors and C-level executives at National and Strategic organizations.- Tasked with controlling external and internal communication during times of emergency or severe incident, ensuring proper notification and communication to clients and client-facing staff.

Cupertino, California, Us

- Directed 20+ AppleCare education and Tier2 support representatives and oversaw 100+ technical support representatives, monitoring calls to ensure a high-quality resource and excellent customer satisfaction.- Motivated and developed a team, focusing on metrics, sales, and client approval.- Led weekly team meetings within the entire Level 2 desktop technical support organization.- Interviewed and evaluated prospective employees and agents pursuing advancement within a company

Ba, Physics

Education record