Director Of Client Solutions Resume Example Flexport

DIRECTOR OF CLIENT SOLUTIONS

Experience

Director of Client Solutions
January 2012 to CurrentFlexport － Seattle , WA

Datascan provides retailers with a mobile solution as part of a Solution-as-a-Service Self Scan inventory model.
The solution comprises mobile computers, communications equipment and related software that are specific to each individual client.
Lead and coach a wonderful team of 4 successful Business Analysts and Pre-sales Technical Consultants on the development and deployment of software development lifecycle (SDLC) solutions.
Gather client requests from my team of subject matter experts (SME's), consolidate similar data, analyze trends, and highlight business pain points to bring critical insights for future implementations.
Right hand man to the Product Development Manager when identifying, defining and prioritizing business needs.
Main contributor to small team design sessions for the overall product design and existing product enhancements.
Establish and report KPI's to measure team's performance and compliance such as providing accurate specifications to IT without IT inquiry, completing tasks on time and ensuring software programs are debugged before they are released to the client.
Interview and collect feedback from Enterprise clients to distinguish new business needs, identify trends and articulate proposed solutions that satisfy requirements across multiple verticals.
Recognize internal stakeholder inadequacies and develop processes and tools to improve inefficiencies.
Notable Achievements: Successfully managed platform conversion of 200+ client specific programs over the course of 3 years.
Project consisted of facilitating meetings between Account Executives, Analysts and IT to perform client/program analysis and providing guidance on which customizations to implement in the new platform.
I managed the timeline and scheduling of completion in line with predetermined client utilization dates and onsite demo's, oversaw timely submission of specifications to IT, worked closely with the Director of IT to balance IT workload and align initiatives and ensured complete user acceptance testing prior to a client's initial use.
Due to great success within business analyst testing and the lapse in IT testing, the Director of IT requested I develop testing scripts for IT use.
I created scripts which included all available client specific configurations available on the Datascan scanner and website.
These scripts have been successfully used for the last 4 years, decreasing the number of bugs that bypass IT testing by 80% and reducing the amount of IT resources used to recode and/or reconfigure then retest the software.

Senior Business Analyst
January 2008 to January 2012Caci International Inc. － Fort Campbell , KY

Acted as the key liaison between IT engineering groups and the business facing roles of 5 Account Executives and 4 Business Development associates, including international.
Possessed the most in-depth knowledge of both a client's technical configuration, how it works with their physical inventory processes and how the solution will be used in the field.
Facilitated over 50 client-facing requirements gathering sessions with business unit and end-user; elicit and document end-user requirements for program functions, data quality, reports and analysis.
Served as subject matter expert (SME) on internal systems including intimately understanding the functionality of the system, how to translate business requirements into system changes, and the impact of changes to end-users.
Tracked software development lifecycle (SDLC), developed comprehensive E2E test cases and performed technical testing and UAT to ensure all requirements are met.
Identified and documented system deficiencies and recommended solutions.
Notable Achievements: Originally hired as a Client Support Associate in 2007, I started to identify gaps within processes and testing programs to ensure the client's program was working as expected.
Unknowingly, I was creating a position as the first Business Analyst at Datascan.
Created a database of client specific requirements and specifications which did not exist within the company.
This initiative prompted a company Wiki to be implemented.
Today all functionality, procedure, configuration and specification requirements are documented on the company Wiki.
Executed the first company-wide change request procedure to streamline all client requests through the Account Executives and Business Development to the Business Analysts who then spec'd out the requirements and entered them into Jira.

Education

Bachelor of Science : Entertainment Business, 2011Full Sail UniversityEntertainment Business

Summary

Project & Change Management | Best Practice & Process Efficiencies | Strategic Planning & Analysis | Leadership & Team Building | Software as a Service (SaaS) | Software Development Lifecycle (SDLC) QUALIFICATIONS Accomplished Client Solutions Director with 10+ years of experience working with Software as a Service (SaaS). Detail oriented, self-motivated and forward thinking. Adept at operating in a high-stress, fast paced environment. Experience working with top companies in the retail industry such as Nordstrom, Dick's Sporting Goods and H&M.

Skills

streamline, articulate, balance, Business Analyst, Business Development, coach, conversion, client, clients, Client Support, database, inventory, Director, meetings, works, Enterprise, processes, product design, Product Development, quality, requirements gathering, sales, scanner, scheduling, SDLC, scripts, software development, specification, website

Resume Overview

School Attended

Full Sail University

Job Titles Held:

Director of Client Solutions
Senior Business Analyst

Degrees

Bachelor of Science : Entertainment Business , 2011

Director of Client Solutions Resume Example

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