Stuart Brown Email & Phone Number

Vancouver, British Columbia, Canada

Vancouver, British Columbia, Canada

On April 7, 2021, Galvanize was acquired by Diligent.

Vancouver, British Columbia, Canada

Vancouver, British Columbia, Canada

Vancouver

Galvanize (formerly ACL Services), a leader in the GRC and data analytics space, builds software to solve for risk management, compliance, audit, and vendor risk management. As a Customer Success Manager I pursued the opportunity to deepen the relationship and help each one set and achieve impactful business goals with the use of purchased—and future—solutions.• Managed and grew a customer portfolio of 4 Million ARR• Managed the subscription renewal process, including all quotes, terms, negotiations, approvals, and invoices - achieved target retention rate• Maintained existing ARR by ensuring adoption, driving customer satisfaction & engagement, and identifying & addressing churn rusk• Promoted ways to expand usage within current purchased solutions, as well as with additional product offerings• Provided training and demos to support usage, including introducing new features and enhancements• Was my customers' voice to the rest of the company, including all teams such as Support, Sales, Product, and Marketing• Provided tier 2 support for all escalations and issues within my account portfolio

Edmonton, Ab / Vancouver, Bc

The Application Support team is substantially integrated into clients’ everyday business processes. I provided answers to simple software how-to questions, but also solutions to accommodate changing industry standards, application add-ons to complement existing applications, as well as continual evaluation and reporting to improve overall efficiency and compliance.• Acted as a liaison between clients, developers, account managers, and management to meet all client expectations.• Analyzed data and medical device software anomalies to identify potential risks to individual health and safety, advising appropriate levels of internal and external organizations.• Performed routine investigations and data fixes on client databases.• Provided customer service and assistance 24/7 for hosted applications, managed outages and after-hours issues.• Develop, test, and review PL/SQL data-fix scripts used to fix, migrate, or upgrade client systems.• Gathered and analyzed requirements to provide scope of work and time estimates for various small projects; managed these projects to completion.• Built reports to meet clients’ needs and/or improve process efficiency.• Provided support and maintenance for secure interfaces to ensure safe and accurate transfer of sensitive information in an efficient manner without diminishing performance. • Created, reviewed, and utilized employee training materials. Mentored employees; held a subject matter expert role with multiple clients and applications• Was the lead analyst on the team responsible for supporting the software replacement for what was the flagship application for 20+ years. This involved working with colleagues and clients to train, identify gaps, and build temporary solutions.

Edmonton, Canada Area

The software applications are considered medical devices, and as such we had to uphold strict adherence to regulatory bodies worldwide. An internal quality system guided us through these industry regulations and ensured we remained in compliance with them. The Quality Assurance team is responsible for maintaining the quality system, as well as ensuring the entire company actively participates in it.• Investigated, wrote, and reviewed company procedural documentation.• Wrote, executed, and reviewed software application test protocols and related test scripts for various testing phases as per project requirements. Tracked all software issues and defects as they were encountered.• Reviewed software design documentation and validated user documentation.• Managed, contributed content to, and submitted successful 510(k) submissions to the US FDA for software application’s major release changes.• Participated in internal and external audits, resolved corrective and preventative actions, addressed nonconformances.• Hired and trained new staff as projects grew and/or new ones were initiated.• Within our quality system, created and maintained a sub-system to meet the unique needs of a project with the US Department of Defense (DoD).

Computer Systems Technology

Education record