Jim Murphy Email & Phone Number

Melrose, Ma, Us

Technical Project Management support. Process Improvement and Jira Administration.Business Analyst support for key initiatives.Product Management/Scrum Master support for web development platforms.Application best practices and support.

Westborough, Massachusetts, Us

Streamlined Processes and help scale Implementations.• Rebuilt an Implementation Team.• Coached a team of expert Implementation Coordinators in Implementing an Azure based SaaS solution.• Increased individual capacity by 25%.• Responsible for managing metrics and OKR’s (Objective and Key Results) for multiple teams.• Decreased Implementations times by 40%.• Onboarded a third-party professional services team to assist in support and implementations.• Served as the Account Manager for several key customers, fostering strong client relationships.• Hired and trained a NOC Team in charge of triaging support tickets and Incident Management.• Retooled the ticketing system to increase efficiency by 35%.• Customer advocate- “Voice of the Customer” through development and support escalations.

Boston, Ma, Us

Helped a team of experts help clients get the most out of DataDog.Reviewed Statements of work for key deliverables.

Boston, Ma, Us

Managed the Implementation and Upgrade of Boston's CRM solutions.Focusing on 311 Services using Enterprise Mobility Management.

Waltham, Ma, Us

Program Manager for the Lark Router on-premise SMS/MMS messaging Gateway.

Indianapolis, Indiana, Us

Managed the customer integrations with Tangoe’s TEM (Telecom Expense Management) solutions with a value of $556K Monthly Recurring Revenue (MRR). Supervised a team of 20 Program and Project Managers servicing Tangoe’s largest accounts.• Acted as escalation point for customers, partners and implementation teams.• Assisted Sales Teams in pre-sales activities to help close deals and maintain margins.• Improved processes and removed roadblocks to bring value to clients quickly.• Provided metrics to capture better revenue forecasting.• Reduced time to value from 183 Days to 120 Days• Enacted GDPR controls to remain compliant with clients in the European Union.• Sourced a new CRM solution to improve implementation workflows and allow better tracking providing a total cost of ownership of each customer.

Indianapolis, Indiana, Us

Managed delivery of the Mobile Device Management (MDM) solution leading transition teams from Sales to Deployment to Production Support.• Coordinated engineering, development and customer resources to keep installations on schedule.• Held requirement review sessions to define integration points into corporate network elements. • Maintained project plans using Microsoft Project 2013.• Provided critical customer support and training to maximize their benefit of MDM.• Consulted with enterprise stake holders regarding ‘Best Practice’ methodology for mobile device applications and security.• Supervised and mentored team of Implementation Managers.

• Directly supervised key product launches (Prepaid Billing, SMS, USSD, Voicemail, IVR, Mobile Commerce, and Mobile Banking) to ensure satisfaction. • Modified service offerings to work on hosted model (SaaS) and transactional based for recurring revenue models.• Developed Product Roadmaps to bring feature functionality to market in a timely manner.• Remained technical contact throughout the entire sales process for major sales leads.• Visited international and domestic carrier’s sites to track and monitor product usage and evaluate customer feedback for future development. Interfaced with customers personally to capitalize on subtle market conditions. Helped the customer increase functionality and efficiency increasing company revenue.• Created and responded to Request for Proposals (RFP’s) with strategic partners. • Trained customers and employees on all facets of prepaid billing system.• Primary technical contact for all customer needs.