Highly professional with twenty plus years of experience at all levels of management. A very organized, dependable problem solver who excels at making intelligent, informed decisions while thinking outside the box. Recent experience includes five years in a Customer Success role and five years as a Services Director for a market leading Project and Product Portfolio Management company.
Has a thorough knowledge and understanding of the software development life cycle including post deployment, along with project management methodologies and sales training.
Self-Motivated and a strong team player/leader.
Consistently achieved or exceeded targets for several years.
Expert at gaining customer respect and increasing customer satisfaction.
Mentored team members resulting in better customer success across the board.
Excellent communication at all levels of the organization.
02/2012 to 01/2017
Customer Success ManagerPlanview, Inc. － Austin, TX
Primary point of contact with a portfolio of mainly major customer accounts.
Trusted advisor responsible for customer success with the following emphasis: customer retention, customer satisfaction, customer's willingness to provide references, etc.
Regularly scheduled calls with each customer to discuss progress to date, plans for the near/middle/long term, assistance with escalation of support tickets, upcoming Planview software releases and events.
Coordination of additional calls as required to discuss specific requirements with key Planview representatives.
Regular interaction with the following: Account Executives (identify up-sell opportunities for software), Managing Consultants (identify additional services opportunities - consulting, enablement, migration to current software release etc.), Accounting (assist with invoicing related questions etc.), Customer Care/Support (assist with escalation of customer tickets), Product Management (discuss upcoming release content and customer enhancement requests), Senior Executives (assist with executive sponsorship of), Renewal Specialist (assist with upcoming customer renewals).
Maintenance of customer records in Salesforce, Gainsight, Parature.
10/2007 to 02/2012
Regional Services DirectorPlanview, Inc. － Austin, TX
One of three Directors, responsible for all services/consulting-related activity with customers.
Geographic area - East coast of North America, Toronto, and Montreal.
Direct line management of a number of consultants.
Responsible for all consulting activity in geographic area, leading to management responsibility for more than twenty consultants.
Responsible for discussions with prospects (pre sale) describing Planview's implementation methodology, scoping of activities to accomplish customer's objectives, creation and presentation of Statements of Work for upcoming engagements, allocation and management of Planview consulting resources, achievement of consultant utilization targets, management of services budget.
07/2007 to 10/2007
Engagement ManagerPlanview, － Austin, TX
Responsible for managing implementations: confirming business objectives and required outcomes, configuration of Planview Enterprise to obtain those objectives, working to agreed project plan, demonstrating configuration meets the stated objectives, ensuring that enablement is carried out to schedule and in budget.
Identifying risks and issues and notifying the Regional Services Director of scope changes to initiate the Change Order process.
03/2005 to 03/2006
Program DirectorSevern Trent Laboratories (STL) － Houston, TX
Assisted in implementation and rollout of in-house developed Laboratory Information Management System (LIMS). Project previously running over budget with little or no management controls in place, and inaccurate project reporting.
Completed implementation of initial phase of the rollout and planned second and third phases. All went live to schedule and within budget.
Achievements included identifying process improvements in the following areas: Project Planning, Management Reporting, Helpdesk, Communication Channels, Documentation, vendor/customer relationships.
Introduced project planning methodologies including: Management control of implementation program, Management reporting - regular project updates for the President and board, Maintenance of Implementation Master Project Plan, Project planning rigor into the Development team, mentoring of CIO in project planning methodologies and activities.
Improved management reporting from LIMS. Also advised on requirements to automate KPI reports, expand documentation and create process follow documentation.
09/2003 to 02/2005
PresidentSevern Trent Systems (STS) － Houston, TX
Officer of the company, responsible for budget of around $6m and all operational aspects of STS in North America.
Instrumental in turning around the fortunes of STS, helping to take the company from a huge negative financial situation to a viable trading position but other influences stopped company growth and from 9/2004 headed up the activities required by the parent company to sell the business.
Planning and coordination of activities with Head Office (U.K.), and culminating in the successful sale of the business to a major software organization.
03/2003 to 09/2003
Director of OperationsSevern Trent Systems (STS) － Houston, TX
Directed operations of all U.S. staff for the CIS product, and for all project related activities.
Member of senior worldwide management team with responsibility for new initiative development, staff communication and management, task assignment and priority definition, product/project planning, staff training, change management and process improvements.
02/2002 to 03/2003
Software Development and Support DirectorSevern Trent Systems (STS) － Houston, TX
Directed software development and support divisions for the CIS product.
Responsible for development of software changes and resolutions to customer tickets.
Presented to a number of clients.
Developed and maintained standards and procedures for internal IT development in client/server environments.
Position required thorough knowledge and understanding of the full software development life cycle, and of product sales and consultancy.
02/2001 to 02/2002
Director of Product DeliverySevern Trent Systems (STS) － Houston, TX
Responsible for U.S. project planning, budgeting and Quality Assurance.
Instrumental in installation and implementation of version control software and techniques, including user training.
06/1996 to 02/2001
System and Automated Test ManagerSevern Trent Systems (STS) － Houston, TX
Responsible for system testing and automated QA testing of the CIS product in Birmingham, UK and in Houston, TX.
Team lead in initial development of the CIS product.
Moved to QA role in 1997.
Provided key strategic direction in the field of automated testing.
Instrumental in selection, development and implementation of Mercury Interactive testing tool.
08/1978 to 06/1996
VariousPriorHeld a number of technical positions prior to 1990 after leaving school including computer operations, programming, system testing, systems analysis, IT help desk.
Rice University － Houston, TX, UKManagement Training: Project Management: Making Projects Work
Project ManagementCITI － UKProject Management: Making Projects Work
Sales Software: Salesforce.com
Customer Success Manager Software: Gainsight
Microsoft Products: Word, Excel, Powerpoint, Outlook
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Companies Worked For:
Severn Trent Laboratories (STL)
Severn Trent Systems (STS)
Job Titles Held:
Customer Success Manager
Regional Services Director
Director of Operations
Software Development and Support Director
Director of Product Delivery
System and Automated Test Manager
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