James Heffer Email & Phone Number

London, England, Gb

London, England, United Kingdom

I lead the strategic development and execution of innovative software solutions, ensuring alignment with market demands and business objectives. My role encompasses the full product lifecycle to deliver optimal user experience and satisfaction.Key Responsibilities:Product Strategy & Vision: Develop and communicate a compelling product vision and roadmap, based on thorough market research, competitive analysis, and customer feedback.Stakeholder Management: Collaborate with key stakeholders, including executives, sales, marketing, customer support and client point of contacts, to ensure alignment and drive product success.Agile Product Development: Work closely with developers to continually improve our development process while maintaining alignment with the principles of the Manifesto for Agile Software Development.User-Centric Design: Work closely with users to create intuitive and engaging user interfaces, leveraging user research and usability testing.Key Achievements:Led the transition of two products from a project to business as usual. Established an in-house product development team and laid the foundations for agile software development for the business.Spearheaded a major redesign of key functionality that improved user satisfaction and drove adoption.

London, England, United Kingdom

Assisted a gelato business to set up base business operations including a website with Google Analytics, cloud accounting package, Google Business Suite, social media, and business plan development.

Auckland, New Zealand

SAM Computers develops and sells dealer management and mechanical workshop software. SAM is used by half the mechanical workshops in New Zealand, I am in the Product and Marketing team. My role was to ensure that every point of the user journey was easy and delightful, and I was responsible for the product experience in every part of the user journey. This means I need to connect and coordinate with many different parts of the business, including Marketing, Sales, Operations, and Development.I continued working with the Product Manager on the product roadmap and prioritising the backlog while working with our UX/UI Designer to help them design our latest product workflows and layouts to improve the customer’s experience using my knowledge of the industry. I regularly talk with customers to create and refine user stories for the product backlog and act as their voice in product meetings.• Played a Pivotal role in the development of digital estimates and job sections in our SaaS product.• Created and documented our sales, support, and onboarding processes.• Created a self-guided system setup walkthrough to further automate our onboarding using Adobe XD.• Set up HubSpot forms, landing pages, workflows, dashboards, and reports for our sales, support and onboarding.

Auckland, New Zealand

I was in the Sales and Marketing team and my primary responsibilities were to contact any inbound sales (including trials/market research), new customer onboarding/support, account management, report any bugs, scope enhancements, and test the software. I was also responsible for maintaining Hubspot and creating process improvements. • Created new business processes for account management, defection risk management, and onboarding.• Responsible for managing inbound sales, software trial process, and new customer onboarding.• Cold called over 800 workshops across Australia and New Zealand.• Provided sales support to account managers and managed our Hubspot sales database.

Auckland, New Zealand

Systime has the rights to Autoline DMS for Australia and New Zealand. I was a software consultant and worked on the software helpdesk. I provided software support, helped customers create enhancement requests for Autoline, and set up extracts and imports into the system as well as set up and scheduled SMS service and booking reminders. My main areas of focus in Autoline were parts (including importer management parts), warranty, vehicle importer tracking, and vehicle stock management.• Set up and configured Hubspot.• Set up and configured the Cradle VOIP phone system.• Provided a KPI framework and led workshops to help the general manager and team create KPIs.

Auckland, New Zealand

I managed a fleet of 450 cars and a team of car cleaners. I was also responsible for liaising communication between departments.

Auckland, New Zealand

I worked at the Customer Service desk dealing directly with customers during the check-in and check-out process. additionally, I prepared cars for rental and drove the shuttle to pick up customers from the airport.

Auckland, New Zealand

Worked on account implementation and support for clients, making sure they had the best start theycould from the software. I worked on client accounts both domestically and internationally, primarily headoffice based but some onsite work with clients as well.Was quick and effective at learning and delivering and was promoted to work on complex accountsdirectly on-site with clients.