Wesley Cox Email & Phone Number

Raleigh-Durham-Chapel Hill Area

➙ • Work directly with medium and enterprise businesses and provide project management leadership and strong technical skills for this growing B2B software firm catering to fire protection and commercial HVAC service companies.• Defined and developed new subscriber-based TAM (technical account manager) offering and hired and trained support team of four technical account managers and one account coordinator.➙ Increased predictive annualized recurring revenue (ARR) from $0 to $500,000 in year one with 98% first-year renewal retention.➙ Positioned TAM subscriber product as top revenue generator for ancillary offerings.• Provide direct support for 15 accounts and subject matter expertise and mentoring support to junior TAMs for 100 accounts.➙ Solve customer/user technical problems involving process automation, website integration, business intelligence and cross-platform integration.➙ Provide technical stack consulting to solve customer technical challenges (CRM, ERP, etc.).• Partner closely with account management sales team to build and support processes for lead generation and closing deals.

Raleigh-Durham, North Carolina Area

Durham, Nc

• Managed at-risk/demanding projects to identify and analyze risks and offer creative solutions to obstacles for accounts which included the top four customers.• Promoted QuickSight BI adoption (new product offering) by implementing standard (using API deployment) and customized reports contributing to an increase in closing more enterprise-level deals and developing internal support channels.

Remote

• Worked directly with small/medium businesses, providing technical project management leadership.• Ensured successful client transition to ServiceTrade SaaS platform, including technical stack implementation, data transformation, workflow process modification and customer onboarding training.➙ Applied Agile methods supporting developers, bug management and client implementation.➙ Partnered with new clients to conduct business process analysis and consultation to tailor solutions and training.➙ Used Excel, MySQL and web API tools for data extraction and processing.• Provided pre-development architecture for module-based training system (LMS) to increase learning options and effectiveness.• Introduced project management tools to improve internal and external efficiency, communication and customer satisfaction.• Implemented and closed over 40 new client onboarding projects each year.• Recognized for supporting one-third of total company non-recurring revenue out of a team of eight implementation engineers.• Assigned all at-risk projects to identify and analyze risks and offer creative solutions to obstacles.

Raleigh-Durham-Chapel Hill Area

• Supported customer needs including general usage questions, customer service issues, feature requests and advanced technical troubleshooting.• Worked closely with developers and product owner to log, prioritize and test bugs and new features.• Created and supported self-service resources including tutorials, videos and FAQs.• Oversaw integration of new customers, including training (remote/onsite), support, feature requirements and strategies for implementation within current business processes.

Durham, North Carolina

• Led technical support for the Genius Bar (retail operations) in high-volume, dynamic environment.➙ Developed, managed and provided performance reviews for over 130 employees as part of a cross-functional management team with direct responsibility for 40 technical team employees.➙ Directed employee development through SMART goals, blueprints and Lominger competency tools.➙ Recruited and hired external talent and developed internal candidate pipeline.• Collaborated with sales and operations teams to ensure tech support team achieved overall business goals, exceeding YoY revenue goals through improved operational efficiency and team performance.• Interpreted and drove key metrics including wait time, turnaround time and customer satisfaction through communicating vision and purpose.➙ Improved Genius Bar performance from last in the region to top 5.➙ Increased customer satisfaction 30% and employee satisfaction from -12% to 50%.➙ Increased team efficiency to enable 2,000 additional support appointments.➙ Increased number of support appointments taken on time from 39% to 76% on approximately 20,000 delivered sessions.

Bethesda, Maryland, United States

• Led supply chain, inventory control, loss prevention, payroll, workforce optimization and hiring for a retail store generating $100 million in annual revenue.• Developed, managed and provided performance reviews for over 100 employees as part of a cross-functional management team with direct responsibility for 15 technical team employees.• Achieved recognition as best workforce manager.➙ Assisted region and market operations managers with performance improvement including transfer of knowledge for best practices, scheduling and payroll management.➙ Consistently maintained quarterly payroll expectations by strategically managing workforce.• Served on elite enterprise-wide team charged with developing best practices and training for rollout across all stores nationally.

Raleigh-Durham-Chapel Hill Area

Raleigh-Durham-Chapel Hill Area

Bachelor Of Science - Bs, Biomedical Engineering, Cum Laude

Postgraduate Degree Program, Computer Science, A+

Activities and Societies: Completed 30 credit hours. Independent study