Jeremy Roedde Email & Phone Number

Grow customer relationships with key strategic customers as a facilitator to develop and implement integration customizations to the core product. Performed multiple roles as an individual contributor with the goal of growing customer success.• Build customer trust by providing strategic guidance on the implementations• Acted as the solo Customer Success Manager, Project Manager, Business Analyst, and Engineer and Quality Assurance to ensure all integrations were successful.

GoogleAs a consultant focused on publisher video solutions providing leadership to integrate publishers' video work flow with the digital ad insertion platform.• Act as a core subject matter expert in video solutions with server side digital ad insertion.• Scope and collect customer requirements, provide guidance on best practices and applying technology and product knowledge to address customers’ business and technology needs.• Document technical solutions through solutions design documentation, flowcharts or use cases.• Provide product management and services management with product status and serviceability concerns so they can be proactively addressed. • Ensure project team, internal management and external customers are provided with appropriate, timely and accurate project information and status updates. Closely manage key milestones and tasks to ensure accurate metrics and timeline visibility.• Troubleshoot technical issues, manage internal escalations and assist with product enhancements.

Provides strategic leadership of both quality assurance and customer support teams within the organization. The mDialog Smart Stream PlatformTM dynamically delivers in-stream uniquely addressable advertising within linear, live and video on-demand programming. Customer Support • Implement and manage a new support organization ensuring enterprise level support services are provided to all clients. • Develop and drive adherence to standard methodologies that provide consistency in customer service.• Manage an on-call rotation to ensure 3 tiers of customer support are always available to provide quality 24/7 support.• Ensure team has adequate tools to provide a high level of customer service. • Manage and deliver metrics to key stakeholders ensuring all support SLAs are met while delivering excellent customer service for each support incident. • Negotiate and approve support contracts for all new clients. • Escalation management of customer tickets to senior management group. • Interface with development, quality assurance, sales and product management groups to provide customer input and escalation. • Department budgeting, staff reviews, career planning and training• Lead weekly calls with target customers and provide input to customer account teams. Work with customer account team's to ensure total customer satisfaction by representing our customers needs and requirements to product management and engineeringQuality AssuranceBuilding a highly professional team to provide quality assurances services • Manage a team providing quality assurance for product engineering, professional services and customer support projects • Provide strategic thought leadership to the quality assurance team resulting in strong methodologies and processes • Provide mentorship to entire team

Manage implementation and execution of industry-accepted standards, methodologies, processes, and tools while ensuring that GuestLogix’s software products are of the highest possible quality. Additionally manage the support & release management process for production support issues, operations analysis and level 2 production support for all GuestLogix’s customers and software using ITIL processes. Guestlogix provides a point of sale solution to the airline industry.Quality Assurance• Manage a team of 22 QA Analysts with both onsite and offshore resources. • Develops and manages a team of professional testing employees by executing recruiting, training, coaching and mentoring.• Defines objectives and accountabilities with the team and conducts informal and formal performance assessments. • Ensures the team continuously enhances their knowledge of tools, processes and procedures necessary for testing activities.• Certifies test process, methodologies and tools are applied appropriately. Ensures that test phase entry/exit criteria are agreed to by stakeholders and applied by the test team. • Manages relationships with project team members, third party vendors/ service partners, release teams and client areas as appropriate. Customer Support• Manage a Customer Support Organization of 7 individuals which includes various roles (Customer Operations Team Lead, Customer Operations Analyst, Business Analysts and Developers)• Manage customer issues and service requests while planning and allocating resources to ensure team availability to resolve customer issues within established response times. • Create a process to continually prioritize support tickets within the Salesforce ticketing system using ITIL standards.• Manage necessary client communications and processes to deliver high quality support, enhancements, and modifications including change requests, and processes and performance improvements to meet or exceed customer expectations.

Overseeing the daily adherence of a QA policy and process for testing, documenting and approved “best practice” approaches ensuring the highest level of quality of products. In addition oversee a team production artists for AAC web properties such as HGTV.ca, Foodtv.ca, Showcase.ca, and Slice.ca

Duties: Lead Automated testing team designing and developing a Java framework to test the multi-tier workforce management software. The following technologies were used: Java, Junit, BEA Weblogic, Websphere, Oracle, DB2, SQL Server, VSS, Ant, and Perl.

Duties: Design/Develop java code to produce integration tests that assesses software functionality, reliability and performance.

Duties: Design/Develop components for a 3G wireless value added service management system for the telecom industry.