Brian Hassler Email & Phone Number

Centennial, CO

Support third party hardware and software integrations. Coordinate with Implementation, Engineering, and Sales organizations to provide customers with account management and technical support for SAAS high value asset tracking and yard management. Report directly to the COO, and charged with designing and implementing best practices and documentation for.

Centennial, CO

• Work closely with executive account management team to provide customers with quality operational and technical support. Prepare technical documentation, interface with customers, and provide in-depth product.
• Chosen to work with customers with more complex business needs, gathering technical requirements and providing optimal technical product / service solutions to meet needs and often exceed customer expectations.
• Contributed to restructuring of organization by partnering with Directors, executive account management, and solutions specialists in creating and implementing comprehensive workload engineering strategy with training.
• Aligned core job functions with defined business goals for restructuring by designing and 35 customized training sessions to support multiple teams in transitioning to new roles. Provided oversight to trainers for each.

Centennial, CO

• Selected to fill organizational gap and identify support breakdowns. Served as subject matter expert in client side aspects of 3rd party integrations.Selected accomplishments:
• Facilitated over 100% YOY growth for first 3 years of product life by ensuring positive post-delivery customer experience for both customized and self-service products ($100M+ revenue in 2015).
• Enabled launch of new product feature by designing ongoing support model for self-service 3rd party integrations.
• Ensured uninterrupted service levels during employee turnover by recruiting and training 10+ new contractors.
• Managed triage and escalations previously unresolved via normal support channels by coordinating efforts across multiple internal teams and 3rd parties and providing resolutions that met or exceeded customer.

Centennial, CO

• Held leadership role to support team. Provided expertise on product information. Assisted team in professional development, facilitated training, and monitored / ensured targets and deadlines were met.
• Reduced impact of downtimes and issues by promoting transparent communication across team of technical information via meetings, email, and document repositories.

Centennial, CO

• Acted as spokesperson for program administrators at for profit and not for profit educational institutions. Managed daily operational support for multiple high profile/strategically valuable customers.
• Drove customer retention by acting as voice of the customer, boosting product engagement, and ensuring deliverables and deadlines were met.
• Introduced quality best practices, platform features, and dashboards / reporting tools, providing administrators with simplified methods to transform customer experience.
• Met regulatory compliance by advising on standards and best practices, facilitating delivery of security audit information as requested (SOC 1, SSAE 16, SAS 70).
• Achieved revenue goals by working closely with senior account managers and product teams.

Centennial, CO

• Provided operational support for high volume of customers. Maintained product viability with ongoing issue triage involving customers and internal technical teams
• Supported complex integration of multiple software systems, meeting defined technical requirements and deadlines.

Greater Denver Area

My earlier work experience includes working as a Business Analyst at eCollege, where I provided project management and business analysis for custom projects, created SOWs and technical specifications for custom dashboards and reporting. Prior to that position, I was a Course Developer at eCollege, converting and delivering electronic content to web format.

Bachelor Of Fine Arts (Bfa), Theatre/Theater

Bachelor Of Fine Arts (B.F.A.), Theatre/Theater