Jake Warren Email & Phone Number

Austin, Texas, United States

Austin, Texas Area

• Oversee Support function of ~100 employees located across the globe who support a portfolio of 25+ products• Maintain high level customer satisfaction (95% CSAT / 87 NPS-T score)• Create and maintain a master “bowler” document to help organize monthly metrics for each product and overall org• Handle personnel requests and staffing decisions to ensure teams are right sized for incoming volumes• Conduct and plan for quarterly All Hands meetings to present metrics, current initiatives, celebrate wins, and announce awards to promote positive department culture and morale• Highest escalation point for products residing under me, participating in incident management process and RCA deliverable creation for strategic customers• Major stakeholder and contributor in buildout of company go-forward customer portal• Introduce new Operations Analyst position to help with operational improvements• Implement efficiency tools such as automated case routing and client facing scheduling tools• Partner with Finance in budget review and yearly planning of department needs• Assist business in RFP responses for Support related items and worked with Legal during contract negotiations

Austin, Texas Area

• Led both front-line teams and also pivoted to leading managers who are junior in role• Participated and often led weekly tactical meetings with broader Support management group • Heavily involved with acquisition activities such as pre-close diligence and review, as well as systems and people integration after close• Developed new processes to enhance data collection in Salesforce • Organized and documented metrics for consumption by senior leadership, department, and organization

Austin, Tx

• Managed team of 5-10 individuals at any given point, providing guidance, implementing process changes, conducting weekly 1x1s, and writing yearly performance reviews to justify promotions and merit increases • Developed tiered training curriculum and content that maps each Support Engineer level requirement• Trained new hires pointed towards Accruent Suite product in multiday in-person classroom setting• Handled mass comms for product releases, maintenance, holiday closures, etc. using Qualtrics

Austin, Tx

• Provided support to client admins and trained users of on-premise Accruent Suite enterprise software solutions• Analyzed log files, database traces, and configuration files to determine root cause of issues• Tested product defects for discussion with Product Management and assisted in future release scope planning• Created both internal and external documentation and knowledge base articles

Lubbock, Texas Area

• Assisted in completion of multiple GIS related projects, including realignment of tax parcels data with aerial imagery and digitizing of Petroleum Land Management Oil Field Easements (published in ESRI Map book Volume 26 – page 7)• Worked in an ArcGIS Server and ArcSDE multi-user environment• Execute GIS methodology and analysis• Document software management procedures