CRMpeople

CRMpeople.com

Presents

Resume 824.

Senior Level Manager for software companies with 21 years of progressive technical and management experience applying technology to solve business problems. Experienced in software development, product management, professional services, quality assurance and Customer Relationship Management. Background includes extensive commercial software production experience.

Professional Experience

NeoCore, Inc. (www.neocore.com), Colorado Springs, CO

Senior Program Manager - June 2002 to March 2003

Responsible for creation and management of Professional Services organization for leading XML database company. Accountable for development and execution of implementation plans for major customer accounts. Work closely with Business Development to identify customer opportunities and properly position product within the marketplace. Reporting directly to VP of Field Operations, served as liaison for Field Operations group to Product Engineering and Product Management.

Developed organization and processes for providing professional service to customers and prospects
Led successful implementation projects for several companies including, Merck & Company, Ford Motor Company and Qwest
Developed and delivered training programs for sales, sales support and consultants
Direct input to product road map decisions based on product requirements gathered from competitive analysis, direct prospect, customer and partner meetings, industry analysts and trade show participation
Successfully positioned product as a solution for legacy data aggregation and analysis
Developed relationship and integration with ETL vendor (Data Junction)
Development and delivery of company, product and technical presentations
Worked closely with Marketing group to develop sales collateral, white papers and other sales support materials

CustomerSoft, Inc. (www.customersoft.com), Englewood, CO

Vice President of Product Development - January 2001 to March 2002

Director of Product Development - April 1998 to January 2001

Final responsibility for all areas related to product management and development of the company’s Customer Relationship Management (CRM) software application (acquired from Teubner and Associates). Recruited and trained staff and implemented operational processes to meet the requirements of a startup application development company. Responsibilities include market research, functional requirements, analysis and design, customer service, quality assurance, account management, project management and participation on the Executive Management Team. Report directly to CEO. Other duties including preparation and presentation of updates to company Directors.

Led the design and development of a leading edge, object-oriented, web-based Customer Relationship Management application
Closed company’s two largest accounts resulting in $500K in immediate revenue and $75K of annual reoccurring revenue
Designer and chief architect of product that has been purchased by over 500 companies
Managed expenses at or below $2M annual budget
Assembled a team of 14 designers, developers and QA analysts utilizing a mix of permanent employees and contractors
Developed and managed all product release projects
Continued to provide first-rate customer service and product upgrades despite company downsizing
Developed product that successfully competes against industry leaders with a significantly smaller team
Led a product shift from the Customer Service market to the more lucrative CRM market
Implemented processes that increased developer productivity from 39.5% to 76% as well as stabilized major product releases at two per year
Implemented QA processes that decreased customer support calls by 35%
Awarded 1998 Call Center Magazine Product of the Year
Awarded 1999 Support Management Magazine Product of the Year
Awarded 2000 Communication Solutions Innovation Award in CRM

Teubner and Associates, Stillwater, OK

Product Development Manager - January 1995 to April 1998

Application Developer - September 1993 to January 1995

Charged with functional requirements, design and development responsibilities for a customer service software application. Duties included developing functional and design requirements, coding, implementation services and customer support.

Member of the original v1.0 development team
Developed the first commercially available web application for customer self help
Led the design and development effort for new client/server architected product
Brought the product to market in one year with a staff of three

Frontier Engineering, Stillwater, OK

IS Developer/Network Manager - June 1992 to September 1993

Leader of a self-directed work team. Participated in the decision making process for the IT department of this Department of Defense Contractor. Developed departmental budget and policies that directed operating procedures.

Provided project management and software development services for internal business areas
Major development projects included Bill of Materials tracking, 401K Tracking and Human Resources Information Management
Provided network management and technical support for a 300 user Novell Network boasting a 99% up-time record.

CompuTech, Cushing, OK

Entrepreneur and Owner - January 1990 to June 1992

Sole owner of an enterprise that provided computer related services to over 40 clients in Oklahoma. Services included needs analysis, custom software development, software support, hardware installation and support and network design, installation and support.

Creative Systems Consulting, Stillwater, OK

Computer Consultant/Partner - January 1987 to January 1990

Principal in a partnership that provided computer related services to over 100 clients in a ninety-mile radius of Stillwater.

Call, Barrick, Ethridge, Webb and Company, Cushing, OK

Technology Consultant - August 1983 to January 1987

Connecting Point, Stillwater, OK

Computer and Software Sales - August 1982 to August 1983