Patrick Donalson Email & Phone Number

Texas, United States

Houston, Tx, Us

Responsible for leading development of global product strategies and implementation of Speedcast’s eCommerce experience. Focused on driving business results and customer experience transformation across all digital channels, regularly collaborating with cross-functional stakeholders on roadmap planning and rollout. - Leading digital transformation initiatives over a 6-12 month horizon, developing new digital capabilities with a focus on creating an integrated end-to-end customer journey. Designing innovative concepts to address customer satisfaction and business growth opportunities, making a business case for new product development and ongoing enhancements.- Promoting a continuous focus on experience optimization, by regularly gathering consumer, operational, and business insights, to identify and prioritize product enhancements. Create and deliver strategic direction, prioritization, resource planning, deliverables, and timelines.- Leading collaborative, cross-functional teams with a combination of Product, Business and IT stakeholders, to drive product delivery, implementation, and ongoing support. Additionally partnering with IT to drive best practices and forward-thinking product architecture. Owner of product backlog priorities and sprint planning.- Member of the Digital Transformation Leadership team, providing executive decision-making, strategy development, and priority management, working closely with other Executives to maintain cross-product alignment for a seamless end-to-end customer experience.- Problem solving to determine best path to address ongoing business needs including identifying process improvements, system enhancements, and opportunities for enablement and adoption. Responsible for developing an ongoing approach for measuring the success of customer experience and digital transformation programs.

Irving, Texas, Us

Managed business operations of D2C fulfillment programs for more than 30 brands in the world's largest cosmetics portfolio.

Austin, Texas, Us

Lead a global Customer Success team responsible for client adoption, strategy, and retention. Managed enterprise client relationships with Kibo's largest retailers and brands. Responsible for developing and refining the customer experience journey. - Conducted ongoing business analysis and developed refreshed onboarding, new business review processes with supporting materials, and stood up a net new strategy program to drive product adoption. - Periodically reported key business metrics for the Success organization to executive leadership and board of directors. Lead ongoing business initiatives that drive retention and process improvement and optimization.- Responsible for developing positive client relationships by aligning closely with internal and external stakeholders on engagement and product adoption with a focus on client reference-ability. - Lead team enablement to support sales-related goals, including contract renewals and up-sell opportunities. - Evaluated holistic customer health and engaged with executive leadership teams to ensure communication, responsiveness, and issue resolution satisfaction. - Responsible for managing documentation and maintaining data accuracy of CRM data within Salesforce.- Collaborated cross-functionally on customer-facing marketing initiatives and events. Hosted annual client conference.

Austin, Texas, Us

Austin, Texas, Us

Acting as team lead for Client Success Managers focused on clients utilizing Kibo's Order Management solution.

Austin, Texas, Us

Acted as a strategic advisor for enterprise eCommerce clients, supporting Kibo's unified eCommerce platform including order management and personalization from Certona + Monetate. Responsible for cultivating positive client relationships by aligning closely with internal and external stakeholders on engagement, product adoption, and evaluation of process and performance. Focused on referenceability and customer retention and identified cross-sell and up-sell opportunities. Coordinated all cross-functional engagement with client including regular business reviews. Evaluated customer health and engaged with executive leadership teams to ensure satisfaction in communication, responsiveness, and issue resolution. Managed documentation of client contacts and strategic account plans within Salesforce.

Charlotte, North Carolina, Us

Acted as ongoing program manager for post-implementation engagements with Fortune 500 clients. Owned the end-to-end client relationship from onboarding to renewal. - Worked with Project Managers in designing, and implementing new processes for enterprise mobility deployment, telecom expense management (TEM), and mobile device management (MDM). - Acted as team lead for up to 5 operations support representatives who perform daily operations tasks including customer follow-ups, and ticket and order processing. - Oversaw factory deployment logistics, device configuration (including MDM implementation), and inventory management and reporting for customers.

Charlotte, North Carolina, Us

Provided operations support to the Account and Project managers to maintain service level agreements. Assisted with evaluating, designing, and implementing new processes for enterprise mobility deployment and acted as an account liaison by handling client escalations to facilitate communication between clients and wireless carriers. Created and maintained accurate customer reports. Processed order requests for mobile devices and assisted with VIP customer relations including mobile device troubleshooting and setup. Assisted in factory deployments, device configuration and inventory management and reporting.

Bellevue, Wa, Us

Provided account management services and technical support for mobile devices. Assisted customers in the setup and troubleshooting of various device platforms including Windows Mobile, Android, Blackberry, and Symbian. Also provided installation assistance of Wi-Fi networks for use with Unlicensed Mobile Access protocol and web browsing. Selected to participate in career development training program to gain further experience in call center queue management and scheduling.

Seattle, Wa, Us

Denton, Tx, Us

Monitored computer lab and assisted users with technical support for Windows and Macintosh computer platforms as needed.

Denton, Texas, Us

Maintained and operated camera and video equipment for live sports broadcasts.

Houston, Tx, Us

Operated camera and video editing equipment for marketing and instructional video productions.

Plano, Tx, Us

Assisted customers with exchange and return of merchandise. Supervised a group of 10-15 cashiers whilemaintaining cash handling procedures. Created and organized store marketing displays.

Bachelor Of Arts - Ba, Communication And Technology

Education record

High School Diploma