James Edington Email and Phone Number

As the Technical Partner Manager at Cluster Systems, I led the reseller partnership with Sekure Payments, ensuring growth and success across the US market. I served as the key stakeholder, responsible for driving post-sales outcomes while collaborating in pre-sales to optimize the customer journey.Key Responsibilities & Achievements:Partnership & Growth: Managed the Sekure Payments partnership, driving KPIs such as new customer acquisition (Doors Sold), customer onboarding (Doors Activated, TTV), and retention & expansion (NRR, Churn). Collaborated with the executive team to ensure business targets were met and communicated.Product Expertise & Integration: Gained deep knowledge of Cluster’s POS offerings, providing expert-level demos, support, and training to internal teams. Led third-party software integrations, ensuring smooth operational alignment, and acted as the main contact for third-party vendors. Worked with the Development team to enhance products and stay informed on updates.Installation & Technical Leadership: Led complex POS system installations, including multi-site setups, ensuring smooth execution from planning to post-installation support. Coordinated with Sales, Development, and Management teams to address installation challenges. Provided advanced technical support and developed training materials for internal teams to maintain Cluster’s standards.Customer Operations & Collaboration: Partnered with the Customer leadership team on software/tool selection, audits, and setup to ensure operational efficiency. Worked with IT/IS teams to maintain high standards in onboarding, installation, and support. Managed communication and documentation of changes to ensure effective change management.Key Skills:Partner ManagementPost-Sales Support & RetentionPOS Systems & Third-Party IntegrationsInstallation & Technical SupportCross-Functional CollaborationChange Management & Process Improvement

Conducted in-depth analysis of product performance metrics, market trends, and user behavior to inform strategic decisions.Created and maintained comprehensive dashboards and reports in Zoho Desk to track key performance indicators (KPIs).Spearheading initiatives to incorporate new technologies and methodologies into installation practices, keeping the team at the forefront of industry advancements.Performed competitive analysis to identify market opportunities and threats.Gathering and analyzing customer feedback through surveys, interviews, and usability studies.Collaborated with engineering, sales, and customer service teams to ensure alignment on product specifications and resolve any installation-related issues.Resolved high-priority technical issues, reducing downtime and improving system performance by implementing targeted solutions and providing detailed follow-up.Acting as the primary point of contact for clients, providing expert consultation and support throughout the installation processDeveloped an in-depth understanding of all aspects of Cluster's POS offerings, ensuring expert-level knowledge for demonstrations, technical support, and sales team assistance. Actively participate in the product enhancement process by liaising with the Development team, and stay informed about product updates and new releasesHandled the intricacies of integrating third-party software with Cluster's technology. This includes setting up and managing demo accounts, understanding the operational and customer-specific aspects of third-party software, and facilitating the integration process. Provide educational support to sales and support staff, and serve as a primary contact for third-party software providers.Proficiency in analytics tools (e.g., SQL, Excel, Tableau, Google Analytics).Strong understanding of Agile methodologies and product development processes.Excellent problem-solving, communication, and presentation skills.

Facilitated partner team training, enhancing launch processesUtilized data tools to perform root cause analysis when troubleshooting IAM and Network technologiesTailored implementation to specific pharmacy workflow, integrating with three different Pharmacy management solutionsCoordinated with onshore and offshore team members, promoting global collaborationDelivered mobile and cloud services within a Pharmacy, demonstrating innovationAnalyzed program metrics, translating business needs into actionable plans, impacting over $1.5M ARR.Drove customer implementations, leading to 75+ successful product launches in mobile and cloud services.Pioneered custom user guides and training, boosting client product understanding and engagement.Managed customer expectations and project updates, ensuring transparency and satisfaction.Spearheaded cross-functional initiatives, optimizing team performance and efficiency.Refined project reporting mechanisms, increasing data accuracy and stakeholder confidence.Utilized Agile methodologies to drive project execution, improve team collaboration, and deliver high-quality products to clients

Gathered key business insights through stakeholder interviewsDeveloped reusable BI assets for process optimizationAnalyzed market trends to refine strategic approachesAssigned tasks and staffed projects to enhance business flowLed analysis for tech changes across functions, optimizing operations & enhancing business intelligence.Managed projects, delivering on-time updates to stakeholders, ensuring optimal business flow.Pioneered a library of reusable assets, elevating business intelligence & competitive edge.Optimized IT operations by leading tech change analysis, enhancing efficiency.Managed key projects with on-time delivery, ensuring stakeholder satisfaction.Created a library of BI assets, boosting process efficiency and competitive advantage.Analyzed market trends for strategic business positioning, driving growth.Facilitated team collaboration, assigning tasks to improve business workflow.

• Quality Assurance Director/ Aircraft MechanicMaintained detailed records of quality and inspection intervals for $10 million worth of flight equipment.Conducted quality checks on all work performed, following blueprint specifications.Managed the Egress program, ensuring qualification compliance for over 450 Marines.Mentored and managed a team of 15 individuals within the division.Achieved 100% accuracy scores in five programs during three consecutive years of inspection.Documented all corrective and preventive aircraft maintenance in repair logs.Conducted scheduled and unscheduled inspections to ensure aircraft readiness.Led 450 Marines to achieve 100% compliance in Egress program, ensuring top aircraft safety.Guided a 15-member team, fostering skills development and achieving unparalleled inspection accuracy.Streamlined maintenance processes, enhancing efficiency and aircraft uptime through proactive inspections.Implemented rigorous quality checks against blueprint specs, zeroing in on precision and safety.Optimized aircraft maintenance, reducing downtime by 20% through strategic planning.Enhanced team efficiency, leading to a 30% improvement in maintenance turnaround times.

Managed help desk ticketing system, ensuring swift resolution of desktop issuesStreamlined the setup of new computers and mobile devices in accordance with internal policiesPlayed a key role in maintaining network uptime by promptly addressing connectivity issuesUtilized analytical skills to diagnose and troubleshoot network problems involving hardware, software, and communication issuesStreamlined IT support, reducing ticket resolution time by 30%.Implemented a mobile device setup protocol, enhancing team efficiency.Ensured 99% network uptime through proactive fault identification.Eagerly tackled complex network issues, ensuring seamless operation.s.