Senior Director, Technical Success
Salt Lake County, Utah, United States
As a Senior Director, I led a global team in the implementation, maintenance, administration and on-going troubleshooting of a complex SaaS solution for a vast customer base of world-class companies. Some key achievements include:• The design and integration of a new JIRA and SFDC scorecard that improved the operational efficiency, ability to visualize and track data - enabling data-driven organizational changes, necessary staffing levels and illustrated at-risk and out of scope clients and contractual actions.• I headed an audit of recent client services metrics that helped me build a Tech Success team in Australia who served as key supports in a company acquisition in APAC; I created a remote team that met global objectives that cut overhead costs; this team was fully trained and set to pick up APAC client load in three months.• I broke down regional silos from multiple company acquisitions which were causing vast inefficiencies and disparate quality of client deliverables. I headed the alignment and globalization of the Tech Success team under a single department, reconstructed the chain of command, and introduced best practices, unifying the department and improving efficiency and clarity.• I took on a year-long initiative to migrate a live-client data process from an old software tool that needed to be depreciated to save costs; the migration of 1,800+ live data process was completed with zero client disruptions and this initiative allowed for the Engineering team to move to a cloud infrastructure, thus boosting flexibility and allowing for scale to support new sales.• I reengineered five different client feedback survey mechanisms; creating reporting solutions that streamlined the ability to leverage data to gauge client satisfaction, identify strengths and deficiencies in product offerings, and drove decisions to improve products; all which contributed to a NET client retention of 109%.
