• Responsible for directing the management and daily operations of three areas, Product Development, Professional & Client Services (PCS), and Sales Engineers (SE).• Oversight of processes and KPIs for each team.• Act as leader and coach for the managers of the three teams • Report directly to CEO and support the development of company roadmap.Product Development• Manages processes for developing concepts into product definitions.• Determines viability of concepts in terms of market demand, costs, and potential revenue.• Manages product through all stages of lifecycle. PCS team• Team delivers and coordinates all levels of support throughout the client relationship.• Activities include training, escalations, managing vendor interactions, project management, etc.• Coordinates the delivery of billable professional services. SE team • This team acts as a technical resource during the pre-sales process.• Defines client requirements, technical integration plans, and scope of work.• Interacts with other departments to ensure efficient transition from pre-sales to post-sales stages.• Acts as third level in the NOC escalation process.

• Defined what consultative, billable services company could offer. i.e. engineering support, software development, training, documentation etc. • Established processes for service delivery across several departments.• Expanded the Customer Support team to coordinate delivery of such services.• Directed all activities related supporting customer success.• Managed process improvement for all levels of client support.

• Led the implementation of a new project management system that streamlined related processes, increased efficiency, and lowered overall project labor cost by 25% resulting in faster customer deployment and higher overall satisfaction rating.• Participated as member of the Executive Team that developed the three-year strategic roadmap for transition of company into new verticals.• Established Professional & Client Services (PCS) Department to create a new revenue stream via consultative and managed service propositions.• Oversaw an average of 20 projects per month and coached PCS team which processes an average of 400 support tickets per month.• Oversaw prioritization of project pipeline to achieve efficient delivery schedule.• Improved internal and external protocols for managing key accounts by introducing on-site consultation initiative. • Participated in the assessment and vetting of business acquisitions targets.• Oversaw end-user support delivery via 3rd party outsource call center vendor.• Managed vendor relations to ensure service level delivery as well as cost/price management.• Provided subject matter expertise and institutional memory for the company.• Contributed to product/feature development roadmap and its prioritization.• Created succession plan and provided channels for career and educational opportunities for PCS staff.• Revised SLA and related protocols for all products.• Worked with consultants to introduce process improvement changes and quality measurements to enhance overall company operations.

• Cultivated Operations team for integration and deployment of customers and their product offerings.• Established goals, objectives, and KPIs to measure performance of Operations team, products, and customer products.• Participated in pre & post sales process at executive or C-level.• Managed vendor relationships; contract negotiations, service definitions, KPIs. • Delivered customized reporting and data analysis needs for business customers.• Collaborated with customers in order to effectively design product offerings.

• Managed customer success through consultative support and collaboration.• Created customer training curriculum.• Defined internal and external support and escalation protocols.• Implemented 24x7 call center support 3rd party vendor.• Designed trouble ticket system requirements.

• Managed relationship with distribution channels of retail long-distance products.• Defined & managed product line. (rates, costs, distributor, discounts, etc.)• Managed the profitability of product line via hosted vendor platform.• Responsible for all aspects of day-to-day business operations.• Coordinated vendor relationships (telecoms, printers, shippers, etc.)• Managed logistics and production of product inventory and marketing collateral.

● Deployed and managed 24x7 call center.● Grew call center staff from team of 3 to 125.● Promoted and groomed 5 supervisors and 2 QA agents.● Developed training curriculum & content for support staff.● Established processes for delivery of support to end-user and business level customers.● Defined KPIs and escalation procedures.● Designed ticketing system for call center.

● Trained and managed support team of 3 for a hosted POS management solution. ● Defined and documented support procedures.● Offered help desk support for POS terminals at retail locations.

● Managed teams of help desk technicians (12 – 24 staff) ● Maintained and monitored KPIs on team and individual levels.● Coached staff towards meeting QA department standards.