Walter Harlov Email & Phone Number

Boston, Ma, Us

Portsmouth, New Hampshire, United States

Boston, Massachusetts, United States

Boston, Massachusetts, United States

▪ Scaled Tülogy from idea to production, successfully overseeing the launch of Tülogy’s iOS, Android and web apps▪ Lead Agile product development from wireframes to release, managing a team of three backend developers, two frontend developers, one iOS developer, one Android developer, and one UX designer ▪ Set product vision/roadmap, managed backlog, and daily/weekly scrum ceremonies ▪ Collected feedback from internal and external stakeholders and user metrics and insights, to drive product decisions ▪ Built and manage the Customer Success and User Acquisition (CS/UA) team and processes▪ Manage Tülogy’s guerrilla marketing team▪ Lead Tülogy’s Admin Portal as Product Owner▪ Delivered multiple features leading to enhanced user satisfaction, platform growth, and operational support capacity▪ Drove my teams to deliver user growth of >100k users and >1.75M visits in 18 months

Ipswich, Massachusetts

▪ Identified and developed internal processes improvement initiatives for Single Sign-On (SSO) solution implementation▪ Configured EBSCO SaaS products including proprietary SSO and OpenAthens SSO for customers▪ Supported pre-sale and requirement gathering calls with clients, and provided customer onboarding support▪ Collaborated with 3rd party vendors and partners to establish resource access for EBSCO’s mutual customers▪ Utilized NetCRM for partner and customer communication, case management, and KPI tracking▪ Trained peers on cross-functional teams on new products/features▪ Served as the lead technical contact for customers during EBSCO product implementation▪ Provided technical expertise related to SSO, SAML protocols as lead SME▪ Technically advised Sales and Account Executives on SSO and seamless auth throughout the customer relationship▪ Served as SME and escalation point for SAML and SSO implementations across all systems.▪ Contributed to development and continual improvement of internal support documentation and training materials▪ Configured platform capabilities and conduct remote product training▪ Shared success stories and ideas for continuous improvement initiatives to add customer value

Topsfield, Ma

-Provided internal training as necessary-Provided virtual training for Customers of Products-Generated FAQs for our customer knowledge base-Made proactive contact with non-target customers regarding feature utilization-Ensured all customer communication and activities are logged-Acted as liaison between customer and internal groups as necessary-Advocated on behalf of customers for issues, enhancements and defects-Prioritized tasks in fast-paced environment-Worked on Customer Relations projects as necessary

800 Cummings Center Beverly Ma

Served as a Therapeutic Mentor for young adults assisting with developing a strong, nurturing relationship on trust and respect, which allows mentees to grow and express themselves in a constructive manner, identify their strengths, and gain a new appreciation and acceptance of others in their community.