Rick Parks Email and Phone Number

Drive the vision, strategy, and execution of the onRamp insurance compliance product. Collaborate with cross-functional teams to work on all phases of product lifecycle including strategy/vision, market research, customer requirements, feature prioritization, engineering, customer feedback, and go-to market.

Served as leader of customer success operations program ensuring customer value creation through support and training activities.

Supported Product Manager across all domains of responsibility including conducting market research, gathering quantitative product data, refining, and prioritizing features, and analyzing customer research to help work more efficiently and effectively.

Lead the Customer Success team in a collaborative environment to develop, implement, and oversee value delivery to Roger’s customers. • Create, maintain, and execute omni-channel on-boarding experience for multiple customer personas• Serve as the primary point of contact for B2B operations stakeholders. Own the implementation process, including but not limited to overall implementation roll-out, resolving roadblocks, and any additional follow-up items as required• Develop high-level customer journey map for each customer persona, coordinating with product owners to manage engagement lifecycle• Build and manage mature, self-sustaining on-boarding programs that provide new users the opportunity for Roger lead training• Facilitate in-person and virtual customer facing engagement activities including training, on-going learning, and best practice consulting• Provide thorough sales-oriented platform demonstrations for prospective B2B customers reviewing current products/features, future roadmap enhancements, and matching capabilities with prospective client requirements• Drive internal CX engagement – coordinate and collaborate with the internal team on the importance of end-user experience emphasizing positive and reducing negative outcomes• Strategic vision input – be a voice for the strategy/vision team to help inform the direction of the technology roadmap based on customer experience feedbackManage employees within the Customer Success Team • Establish and monitor roles, responsibilities, and expectations for a cross functional team Customer Success Managers and contractors• Provide coaching, development, and feedback to team on regular and ad hoc basis • Define and monitor key performance indicators of Customer Success programs including: o Support o Implementation and On-boarding o Knowledge Management o On-going listening/Customer Engagement/Customer Experience

Developed and documented an efficient implementation process for new users, identifying key success factors that ensured a smooth transition onto the platformPinpointed repeatable quality assurance tasks, addressed potential gaps, and confirmed successful on-boarding experienceInvestigated and recommended tools for streamlined on-boardingEstablished and managed priorities, timelines, and deliverables across implementationsServed as primary point of contact, owned implementation process, included reported issues and follow-up items. Anticipated each implementation partner’s needs around significant guidanceEngaged stakeholders at appropriate stages to ensure on-boarding moved forward with useful outcomesProvided meaningful progress communication that allowed stakeholders to make course corrections as appropriate

Client portfolio focus comprised of healthcare, insurance/financial services, and professional service firmsManage processes from cross functional teams of between three and 12 in order to meet stakeholder directed timelines, ensuring project milestones are completed. Specific functions include: developing business-oriented solutions with key business partners, designing/monitoring project timelines and budgets, facilitating progress meetings for both internal and external partners, preemptively identifying risks in implementations and resolving problemsLead and facilitate overall planning, execution and delivery of project-based implementations culminating in customized briefings, reports and presentations that tell a solutions-based story for executive leaders. Created or contributed to 60+ executive presentationsCollaborate with partners to develop advanced analytics projects across a variety of practice areas including: Employee Engagement, Customer Engagement, Organizational Change, Culture, and Diversity & InclusionServe as technical translator and troubleshooter for clients on level 1 and 2 UX issues. Partner with engineers and developers for level 3 issues and solutionsConduct qualitative stakeholder interviews with customers to discover and development informed project objectivesCollect and synthesize data derived conclusions using an array of statistical and analytical methodologies utilizing SPSS, Tableau and other analytics programsLed creation of a proposal database for company-wide sales force. Created or contributed to over 300 RFP’s or proposalsAnalyze external research, survey data sets, and client metrics. Monitor key business metrics across various programs to ensure desired outcomesConduct process improvement and gap analysis studies as part of project life-cycles

Conduct background research and analysis on client industries, trends and competitive environments.Analyze external research, survey data sets and client metrics.Create customized briefings, reports and PowerPoint presentations that tell a solutions-based story for executive leaders.Partner with subject-matter experts to support projects for a diverse set of clients.Act as a liaison between Gallup’s operational teams and key client contacts.Perform quality assurance checks on data, reports and presentations.

Designed, created, and managed training products in Agile work environment to assist over 4,000 employees with a new CRM/CSS that simulated common workflows and provided answers to FAQs Served as a single point of contact for small and medium business accounts, contacted an average of 50 per dayDeveloped and maintained cross functional proficiency across multiple departments; included various risk operations and technical support functionsProficient with entire suite of business products; responsible for account management functions including product education, up sell/cross sell, and account growthProvided ad hoc consultative support to merchant accounts for range of issues including policies, best practices, disputes, and system bugs

Engaged with constituents via phone, mail, and email, addressed concerns and questions about policy and Congressional current eventsManaged project that compiled 43 Service Academy nomination packages, product was then reviewed by the Senator and a board of approving officials

Training Program Instructor January 2009 - January 2012Trained 100+ entry level personnel and provided recurring instruction for deploying troops who contributed directly to intelligence operations in Iraq and AfghanistanPerformed quality control on testing materials, course work, and multimedia teaching aidesMaintained and accounted for controlled materials at the Top Secret classificationBriefed senior leadership on training and system capabilities, increasing the knowledge level of strategic decision makersU.S. Air Force Airborne Cryptologic Linguist January 2006 - January 2009Responsible for operating, evaluating and managing airborne signals intelligence information systems and operations activitiesPerformed and supervised identification, acquisition, recording, translating, analyzing, and reporting of assigned voice communicationsRegularly performed mission planning in high threat, time critical scenariosDeployments include Iraq, Afghanistan, Qatar, and Djibouti as part of Air Force and Joint Special Operations units