Mark Fern Email & Phone Number

San Francisco, Ca, Us

Starting a new opportunity to drive large scale programs and projects to success!

Austin, Texas, Us

♦ Enterprise Billing Platform program Developed and structured a program to improve customer billing experiences and scale billing capabilities for product data growth.• Drove delivery of a scalable, microservices-based billing architecture, directly integrated with product data pipeline and designed for rapid product growth.• Developed operational cutover plans and successfully onboarded Indeed’s flagship products to the new architecture. • Managed the ramp of product usage on the new platform to full production levels for planned market penetrations. Delivered proactive communications and ensured support readiness. • Drove cross-functional delivery of a self-serve detailed billing report that supplements customer invoices.• Managed the delivery and ramp of a legacy billing report, resulting in an 88.38% decrease in support requests and elimination of a 5-contractor support team. ♦ Integrated the new Zuora billing system with Indeed’s Vertex tax application.• Prioritized the integration workstream to avoid risk to existing tax revenue after product migration to the Zuora billing system. • Drove the establishment of baseline functionality via E2E testing of initial state before changes. Leveraged strict change control to minimize launch risk. Facilitated UAT completion with stakeholders.• Drove requirements and completed SOW with the vendor. Tracked configuration changes, drove issue resolution, and ensured alignment between vendor and Indeed team.♦ US Sales Tax Implementation for Indeed’s flagship ads product• Delivered a new revenue stream of approx $120M/yr and achieved compliance in all 50 states. Managed workstreams for tax, marketing, sales, and support teams. • Drove teams to align on goals, deliverables, and dates. Applied change approval process with the business sponsor.• Accelerated delivery of customer communications in response to sales leak.

♦ Technical Project Manager for delivery of custom solutions for BPO clients. Managed stakeholder relationships, commercial milestones and SOWs. Created solution diagrams and user story requirements. Trained customers on new systems and facilitated completion of user acceptance plans. • Projects: (1) Order management system for insurance agency; (2) Inventory and ordering system integrated with QuickBooks for biotech device manufacturer; (3) CRM/order management system for commercial building contractor.♦ IT Consultant for a medical device start-up developing digital hearing aids controlled by smartphone app. Designed SaaS infrastructure to enable web payments, revenue accounting, and wearable provisioning. Owned technology selection for business owners. Collaborated with in-house counsel to ensure compliance with HIPAA and PCI standards for privacy and security.

♦ General Motors enterprise data warehouseImplemented hybrid project management methodology combining Agile Scrum with Waterfall phases and documents. Designed work breakdown for repeatable process. Led daily stand-ups, backlog refinement, retrospectives, and sprint/release planning. Tracked and communicated team velocity and sprint/release progress for leadership.♦ Dell recall and retrofit program for desktops and laptopsManaged development of custom CRM web application for 100+ project managers and 30 sales execs managing battery recall projects for over 750 global business customers. Created an iterative release cycle, implemented QA, and managed customer bug tracking. Provided executive reports and managed projects for escalated customers. Installed servers, requisitioned connectivity, and administered user accounts.♦ Cybertrader/Schwab product enhancement program Updated 15+ internal products supporting 10,000 day-traders. Delivered over 400 enhancements in the first 4 releases. Implemented requirements management and rapid release process. Planned releases and tracked development and QA.

Austin, Tx, Us

♦ eLoyalty Corporation (Cisco Managed Services Partner, VOIP call center solutions)Managed $9M portfolio of Fortune 1000 and SMB client accounts. Responsible for contract negotiations, customer satisfaction, revenue forecasting, and support service escalations. Managed renewals and SLA performance.♦ S1 Corporation (banking software)Overhauled web application business, reversing loss to produce $2M in gross profit with 400 customers. Led design of new delivery process for 10-member team, enabling the completion of 115 projects in 10 months. Standardized feature and client delivery expectations in sales, deployment, contracts, and support. Implemented product development process using best practices from PMI combined with pair programming and test-driven development. Managed customer requirements, prioritized development, ensured QA, and handed-off projects to support.

Mba, Business Administration

Juris Doctorate, Law And Business

Bachelor Of Arts (Ba), Sociology