Phillip Nelson Email & Phone Number

Portland, Oregon, United States

Portland, Oregon, United States

In my current role as Director of Customer Success/Customer Onboarding at Vesta, I bring extensive experience:Global Expansion Leadership:Directed global expansion for APAC and LATAM, driving Vesta's success.Team Building and Management:Built, trained, and managed a team of Integration Specialists, ensuring seamless partner/customer life cycle.Team Expansion and Scalability:Grew the team from 2 to 9 members, strategically scaling for rapid domestic and international growth.Voice of the Customer Initiative:Introduced "Voice of the Customer," using tools like Customer Thermometer and Survey Monkey for valuable feedback.Global Partner Onboarding:Spearheaded global partner onboarding, scaling programs for Vesta's rapid expansion.Guidance in Integrations:Provided expert guidance for seamless partner/client integrations, ensuring exceptional results.Partner Enablement Program:Contributed to designing a partner enablement program, enhancing collaboration with strategic partners.Cross-Functional Collaboration:Collaborated with teams to align products, delivering optimal solutions and a cohesive partner service approach.Pre-Sales Expertise:Served as a subject matter expert, offering pre-sales guidance to international teams during key opportunities.Employee Engagement and Mentorship:Conducted weekly 1:1 meetings, fostering engagement, building relationships, and providing mentorship.Continuous Process Improvement:Led process improvement meetings, shaping a successful and forward-thinking Customer Success department.

Portland, Oregon Area

• Promoted to Director of Service Delivery, overseeing key responsibilities and strategic initiatives within the organization.• Established a new Production Support department under my leadership, focusing on optimizing roles and responsibilities.• Implemented a streamlined structure, enabling Integration Specialists to disengage and concentrate on generating new business revenue.• Ensured seamless post-production support for partners, maintaining a balance between ongoing support and driving business growth.• Led efforts to enhance organizational efficiency, aligning service delivery with revenue-generating opportunities.• Played a pivotal role in shaping the direction of the Service Delivery team, contributing to the overall success and growth of the company.

Portland, Oregon Area

Driven by expertise gained through 20 years of delivering integrated payment and risk management solutions to the world’s largest and most demanding brands, our fraud solutions incorporate best-in-class decisioning, monitoring and alerting systems; patented risk technology; and a dedicated team of data scientists and engineers that build industry leading predictive models that focus on CNP behavioral patterns. In tandem, vSafe leverages proprietary consortium data to maximize the number of accepted transactions — tightening controls to stop fraud during high-risk periods, and optimizing parameters to drive revenue during low-risk periods.• Led client onboarding processes for Vesta's SaaS e-commerce platform as a Senior Technical Service Delivery member.• Guided REST API integrations, ensuring smooth communication between clients and the platform.• Implemented client-side JavaScript components for device forensics and behavioral analysis during the checkout process.• Developed and documented internal processes and procedures, contributing to standardized practices.• Collaborated with cross-functional teams to gather and provide valuable customer feedback for data-driven decisions.• Enhanced overall customer experience through technical expertise and client-focused solutions.

Portland, Oregon Area

Janrain provides a software-as-a-service user management platform with solutions for social login, social sharing, registration, and profile data collection and storage to help companies improve user acquisition, intelligence and engagement.The Technical Delivery Manager at Janrain fulfilled two primary responsibilities: Direct and manage the Technical Support Department, as well as, facilitate and manage all enterprise deployments of Janrain’s Saas software packages.Technical Support Manager Responsibilities:• Oversaw all operational aspects of the support department, including managing direct reports, budgeting, procurement of internal and external tools, SLA and MSA service agreements, hiring, and on-board training.• Defined and reported customer satisfaction and KPI metrics to the VP of Delivery and Services, ensuring transparency and accountability.• Acted as a direct escalation point for Account Managers, addressing customer care concerns promptly and effectively.• Ensured the quality of production support exceeded all SLA/MSA agreements across Janrain's global customer base.• Successfully established a 24/7 Support Team at Janrain Headquarters, eliminating the expense of an offshore 3rd party team and improving customer satisfaction and response times.Enterprise Delivery Manager Responsibilities:• Managed and directed a team of Integration Specialists, coordinating their efforts for successful enterprise deployments.• Collaborated with Operational Managers to contribute to the overall performance of the Delivery and Services department.• Played a key role in defining the overall Delivery flow for Janrain deliverables, outlining steps from SOW creation, requirements gathering, technical configurations, UAT acceptance, live production, to technical support handoff.• Ensured SMB Deliveries were completed as scheduled in the SOW by collaborating with cross-functional teams, including Project Managers, Application Developers, and Engineers.

Portland, Oregon Area

Janrain provides a software-as-a-service user management platform with solutions for social login, social sharing, registration, and profile data collection and storage to help companies improve user acquisition, intelligence and engagement.• Hired as a Technical Integration Specialist on the Business Development team for possessing a strong technical background and adeptness in customer-facing roles.• Played a key role within the Business Development team, focusing on enabling Janrain to on-board partners and cultivate the partner ecosystem across various vertical channels.• Managed technical relationships with key partners, overseeing the integration process from sales kick-off to production certification/deployment.• Developed reference implementation projects to streamline partner onboarding, collaborating closely with the Partner Enablement Manager and Director of Business Development to ensure a seamless hand-off between pre-sales and support teams.• Provided a unique blend of heads-down deployment integration engineering and partner-facing technical project management, ensuring project schedules were met as per the defined scope.• Gathered technical specifications and business requirements for custom partner solutions, demonstrating a comprehensive understanding of both technical and business aspects.

Tigard, Or.

• Natural leader through hard work, empowering team members, open communication and a collaborative team objective.• Designed and architected a new mobile web application to deliver flagship desktop Point of Sale system on tablets and HTML 5 browsers (using Sencha Touch framework and a RESTful backend API using Spring and Java).• Worked closely with the project manager and executive stakeholders to clearly define technical and business requirements, and ensure all use cases were implemented and fully tested.• Delivered product training to field support technicians and corporate sales teams.

Tigard, Or.

• Responsible for automating internal build systems integrated with variety of source repositories. Decreased effort and cost associated with the build cycle while increasing the reliability, quality and time to production.• Designed software requirements and identified core product technologies.• Key developer for core product technology upgrade from Dataflex to Java.

Tigard, Or.

• Responsible for maintenance and enhancement programming on legacy Point of Sale system. • Solved end user problems in a production support capacity.• Trained support supervisors and staff on product functionality.

Tigard, Or.

• Directly managed 10-12 Support Technicians. Responsible for department schedule and ensured adequate phone coverage at all times.• Professionally handled all customer escalation issues. Empathetically listened to the issue at hand before collaboratively working towards a solution • Maintained a queue percentage that exceeded customer expectations.• Managed all aspects of support team’s performance, including call evaluations, progress interviews, and employee reviews. • Implemented a job rotation schedule to lower burnout rate among employees. • Provided suggestions to development department to enhance existing product.• Continued self-study of Linux operating system and programming technologies used in our POS product and all 3rd party interfaces.

Tigard, Or.

• Directly supervised a team of 4 technicians to ensure accurate and timely solutions. Provided training for new hires. • Performed personal progress interviews and employee evaluations monthly. • Created technical documentation to provide more efficient solutions to customers.

Tigard, Or.

• Delivered technical support and training for multi-faceted, Linux-based, point of sale software package. • Utilized extensive diagnostic, technical and communication skills to analytically trouble shoot and problem solve software and hardware related issues. • Primary liaison between the customer and Product Management for the implementation of multiple beta software releases.