John Kincaid Email & Phone Number

Raleigh, NC, US

Raleigh, North Carolina, US

Raleigh, North Carolina, US

Raleigh, North Carolina, US

Raleigh, NC, US

• Led a global team of technical engineers, providing daily guidance and support
• Acted as a key point of contact for internal and external stakeholders
• Ensured consistent team success through strategic management
• Addressed and resolved highly technical customer issues and managed escalations
• Fostered collaboration among support, engineering, product management, sales, and professional services teams
• Provided mentorship, direction, and skills evaluation for individual and team development

Cary, NC, US

• Led a team of client support specialists for Dude Solutions healthcare product suite
• Leveraged legendary service philosophies to achieve client retention and high net promoter scores
• Collaborated with internal departments for product enhancements and client usage trends
• Utilized data from Salesforce, Cisco Finesse, and Qlik to gain insight into support trends
• Facilitated the development of proficiency in technical skills and general client service skills using project management tools such as Basecamp and Microsoft Planner

Cary, NC, US

• Main liaison between client and internal departments involved with their implementation delivery
• Streamlined implementation delivery and project of clients purchased services and solutions
• Managed and monitored project status for all clients throughout the implementation project
• Collaborated with clients to establish goals/processes and develop a project timeline
• Designed and executed plans for assigned projects to maximize client time to value
• Developed process improvements and focus on compliance – audit and coach on processes

Cary, NC, US

• Served and mentored colleagues as Team Lead through the onboarding process, instilling company culture and philosophies, product and back-end process education, and administering skill/knowledge-based assignments
• Responsible for client implementation for strategic accounts with a client revenue value over $240,000 and a projected lifetime value of over $2.7 million
• Client Services Team Lead for Dude Solutions’ new energy management software suite – Energy Manager
• Developed and refined the new-hire onboarding process, working with an online LMS system to create and fine-tune content
• Collaborated across departments to ensure efficiency and transparency in build/buy/partner strategies
• Leveraged legendary service strategies to achieve retention and maintain client success during high growth

Cary, NC, US

• Managed clients through the implementation process by providing resources, guidance, and assistance with change management, industry knowledge, and software application
• Successfully implemented over $260,000 in client revenue with a projected lifetime value of over $2.6 million for 15+ SaaS-based solutions
• Consistently reduced client time to value over 15%
• Led learning sessions at Dude University and conducted on-site client training

Cary, NC, US

• Provided technical support to clients through phone, email and live chat channels
• Performed web-based product training, led on-site deliverables and presented at conferences
• Researched competitive products and industry-specific trends
• Mentored new employees throughout their onboarding process

• Provided comprehensive and skilled client support for North Carolina agencies using the North Carolina Accounting System (NCAS), CMCS, EAGLE, CJLEADS and E-Commerce applications
• Maintained the NCAS Central Files and system access security
• Conducted month-end processing by ensuring agencies received reports and certification
• Served as administrator for internal technical issues, account setups, and maintenance
• Processed onboarding and off-boarding requests for technical setup for new and separated employees
• Supported all other initiatives that fall under the various sections of the Office of the State Controller

Purchase, New York, US

• Directly supervised 20-25 specialists
• Managed team staffing, goal setting, and key performance indicator development
• Developed daily/monthly reporting that drove improvement in metrics
• Analyzed receivables for customer trends to develop and establish game plans to minimize bad debt
• Completed monthly analysis to ensure team effectiveness
• Ensured all team members were adhering to all financial controls

Purchase, New York, US

• Drove cash flow and reduced aged receivables by managing relationships with internal and external customers
• Managed a portfolio with an annual net balance over $38,000,000
• Served as a team lead in creating daily reports to ensure all accounts were within terms
• Maintained client credit status based on payment performance
• Reviewed, analyzed, facilitated and aligned on optimal resolutions with client accounts to facilitate collection efforts
• Identified account projections and analysis of portfolio for month end reporting

Bachelor’S Degree, Agricultural Business Management

Minor, Economics