Taj Shaw - Cspo, Csm Email & Phone Number

- Managed end-to-end customer renewal process, including communication, contract negotiation, and execution, showcasing ownership and expertise.- Led a high-performing Customer Experience team, streamlining renewals and retention while also improving onboarding and implementation, reducing time to value for customers.- Collaborated with senior leadership and cross-functional teams to provide valuable business insights and trends, contributing to early renewals and business growth.- Revamped the enterprise customer playbook in emerging customer base, resulting in a substantial 10-15% increase in monthly average usage.

- Managed the complete lifecycle of product lines, proactively identifying and resolving obstacles to ensure smooth progression. - Anticipated potential impediments and promptly adjusted level of effort as needed, eliminating roadblocks and streamlining operations. Ensured timely submission of all deliverables and critical documents, adhering to designated timelines.

- Led a team consisting of five senior staff members, guiding and directing strategic direction for the entire product and engineering team. - Collaborated on intricate integrations with service providers to streamline data reporting and analysis, spearheading the development of features that resulted in a remarkable 30% reduction in Service Level Agreements (SLAs).- Adapted to various needs within the team as required, assuming the responsibilities of Scrum Master, Product Owner, Product Researcher, and Product Analyst.

- Cultivated strong work ethic, driving smooth daily operations and ensuring success.- Led process improvement initiatives, revitalizing procedures for enhanced efficiency.- Achieved 60% cost reduction, optimizing resources without compromising quality.- Analyzed complex data to inform strategic plans and optimize team structure for scalability.

- Led a team of CSMs, implementation specialists, and support staff to enhance user experience, resulting in a 40% increase in first call resolution rates and a 75% reduction in onboarding time.- Conducted needs assessments, performance reviews, and capacity planning exercises for resource optimization.- Managed critical operations: defined user requirements, documented technical specifications, and assessed customer service standards for continuous improvement.

- Managed diverse team of 15 employees, optimizing performance with skill-fit approach and rotating roster, leading to high satisfaction and low turnover.- Established business metric baselines and quality assurance program, benchmarking against industry leaders for exceptional service and client satisfaction.- Spearheaded three compliance programs in 2012, improving internal compliance, product delivery, and customer satisfaction through strategic process execution.