LESLIE TOMIHIRO

408-***-**** ad3huj@r.postjobfree.com linkedin.com/in/ltomihiro

PROJECT AND PROGRAM MANAGER

DRIVEN ANALYTICAL INNOVATIVE COLLABORATIVE TEAM-FOCUSED HIGHLY ORGANIZED CHAMPION Results-driven executive with over 16 years of experience in program and project management, customer experience, and product management. A proven track record of driving complex program and customer projects and product requirements from ideation through production launch. Proficient in fostering collaborative relationships with vendors, partners, and cross-functional teams to expedite project delivery, enhancing process efficiency for the successful implementation of solutions that align seamlessly with expected requirements. Demonstrates a data-driven mindset and a customer-centric leadership approach, resulting in elevated levels of client satisfaction, increased adoption, and impressive retention rates. Experienced in mentoring and coaching teams to encourage ongoing learning and skill development across all functional levels. Versatile technical skills honed through experience at both startups and larger corporations.

AREAS OF EXPERTISE

● Program and Project Management

● Customer Success (pre/post delivery)

● Account Management

● Professional Services & Engagement

● Product Management & Design

● Customer Onboarding, Delivery & Training

● Usability Design (Dashboards, Mobile applications)

● Team Lead, Mentoring & Coaching

● Customer Requirements, Use Case, Metrics

● KPI’s, Performance metrics & Improvements

● Technical Customer Support (Pre-Sales and Post-Sales)

● PCB/PCBA Supply Chain and Operations inventory support

● Strategic Business Planning & Success Scaling

● Cross Functional Team Leadership

● Customer Journey, Retention and Renewal

● Agile, Scrum manager, PDLC

● SaaS, FinTech, Mobile Application, Payment

Credential tokenization, Identity & Access

Management

● Healthcare, HIPAA, RCM and securing PHI data

● IOT wellness wearable (App, backend, FW & HW)

● Network adapter cards and firmware

● Technical Startups & large-scale Corporations

SELECTED ACCOMPLISHMENTS

● Secured and managed a key account, for an industry-leading Japanese IT company, who subsequently became a large investor, by leading cross-functional teams to develop and deliver complex mobile/SaaS payments implementations. Incorporated agile and CI/CD processes to streamline project management and ensure timely delivery. Built strong relationships with the customer to ensure satisfaction, retention, revenue growth upsell and renewal opportunities.

● Led requirements and implementation planning of Sequent’s 3PSecure solutions, a new healthcare business, by identify- ing target customer requirements, needs, use cases, metrics and success criteria. Developed project plan, onboarding, customer journey, supportability requirements and training plans. Collaborated with cross-functional teams to ensure successful market delivery and customer adoption of solution to improve ROI.

● Led program management of the design and implementation of Movano's wellness device (ring), collaborating closely with diverse engineering teams encompassing mobile app, algorithms, firmware, backend, ring design, hardware compo- nent/assembly, product, manufacturing, operations, regulations and quality compliance teams, and coordinating with essential QA team and testing vendors.

PROFESSIONAL EXPERIENCE

MOVANO HEALTH / Pleasanton, CA 2023–Present

Senior Program Manager (2023-Present)

Program manager of Movano’s advanced wearable/medical device (ring) responsible for driving programs forward through the entire project lifecycle from concept through launch by coordinating development/early design prototype/testing (firmware, mobile & backend software, and PCBA/PCB, HW test tools) to deliver on requirements, testing release builds, all scheduled project milestones, UAT trials and documentation for wellness/Class II medical wearable devices.

● Responsible for program risks, including quality, schedule, coordination and tracking, technical alignment across teams

(HW design/architects, software, operations, tools and test vendors, and product teams), Jira ticket prioritization and status, timeline and risk reporting to management. LESLIE TOMIHIRO

408-***-**** ad3huj@r.postjobfree.com linkedin.com/in/ltomihiro

● Work with cross functional organizations to collect, create, manage pre-launch/launch schedule, milestones and risks throughout project lifecycle using Microsoft Project and Smartsheet.

● Work closely with Product team with focus on customer usability requirements and solutions to ensure customer experience with data analytics for improving features and services and ongoing customer satisfaction and adoption.

● Coordinate hardware (PCBA/PCB), HW test tools and software (Mobile/backend/FW) build and test efforts (including medical device specific testing) using both internal resources and external vendors.

● Manage resources daily scrum/standup and Jira task prioritization meetings with engineering and product team to ensure priority requirements are implemented and delivered on schedule per scope of requirements.

● Work closely with operations/supply chain and hardware engineering team members to ensure internal engineering has hardware components, assemblies, tools and boards for all planned build/testing and release milestone phases. Support operation/supply chain with tracking parts/sub-assembly inventory.

● Use QMS system to help create, edit, and track FDA required project documents. SEQUENT SOFTWARE/ Santa Clara, CA 2012–2023

Senior Program Manager and VP Customer Success (2019–2023) As a program and success executive with responsibilities for program and project management, technical support and customer experience for Sequent’s payment tokenization business solutions, I have successfully managed numerous complex product implementations from ideation through post-launch. My proven track record led to a promotion to Vice President of Customer Success, where I was responsible for aligning multiple functions, including Customer Success, Project Management, Professional Services, Accounts and Customer Support driving timely and on budget deliveries with exceptional customer experiences. By collaborating with cross-functional teams, partners and stakeholders, I fostered successful planning, implementation and delivery of technically complex solutions, ensuring quality, high customer satisfaction and retention. I communicated objectives, KPIs, project status, support metrics, and revenue targets to executive teams and board members fostering transparency and accountability. Led drafting of SOWs, SLAs, RFPs, and lead initiatives for improving operational processes between cross-functional teams.

Achievements:

● Successfully project managed and delivered technically complex multi-vendor professional services for Sequent’s secure Payment solution business.

Responsibilities:

o Collaborated with sales and customer stakeholders to identify customer needs, use cases, and usage requirements. o Crafted detailed Microsoft project plan based on the required tasks, dependencies and deliverable milestones. o Worked with cross-functional teams to define Jira stories, manage dependencies, deliverables, and project resources for budget, development, implementation, and testing following Agile methodologies. o Managed partner integration testing, defined deployment, onboarding, UX, supportability and training requirements, demo solutions, and deliverables, as well as tracking all milestones in Project Plan. o Account manager, managed project Kick-offs, meetings, communications, risks, escalation and change management. Payment solution products: Sequent Platform token requestor and token service, Card-on-File (CoF)/Card Not Present

(CNP), Issuer Token Service Provider (i-TSP) platform to connect Visa, MasterCard, Japan Card Bank, and American Express, allowing merchants to connect to schemes through a single interface, and white-label-wallet SDK for Android/ iOS for payment applications.

Example implementation projects:

o Provide JCB Card-on-File payment tokenization solution and white-label-wallet SDK for customer-hosting, and facilitate testing in JCB environment with customer merchant, and provide JCB API docs for merchant onboarding. o Provide a hosted payment tokenization for Visa solution and Android white-label-wallet SDK, for supporting customer’s IoT device for a Bank of America card production proof of concept (POC). Support end-to-end functional security testing with Visa to ensure customer satisfaction. o Implemented solutions for international banks, telecoms, and system integrators.

● Led and program managed the development and design of NEW 3PSecure’s SaaS healthcare solution, which leverages our payment tokenization solution to effectively secure sensitive PHI data for applying business analytics in the healthcare segment.

LESLIE TOMIHIRO

408-***-**** ad3huj@r.postjobfree.com linkedin.com/in/ltomihiro o I provided technical and decision-making support, led implementation and project planning, usability, designed user friendly features and UX for support tools, improved operational processes, developed customer success plan, customer journey, supportability and training requirements and training deliverables. o Conducted customer research and established communications with target customer segments to identify customer needs, desired outcomes, use cases and metrics to measure and ensure product and customer success. o Worked collaboratively with cross-functional team, stakeholders, sales, partners, and vendors, applying data-driven approach to drive product for CI/CD, usability, supportability and pre-sales needs to ensure sales and customer experience.

● Successfully implemented repeatable processes to drive improvements in project and operational process workflow and collaboration between cross-functional teams.

o Developed Pre-Sales Customer Intake form(s) for the Payments and Healthcare business. o Established ClickUp project management software for team collaboration and managing/tracking customer projects. o Developed a Customer Success Support Ticket workflow between support, product and engineering teams. o Formalized a Change Management request workflow between customer, sales and executive management. o Developed Microsoft Project Plan template for starting and delivering new customer projects.

● Implemented Customer Success and support improvement initiatives focused on promoting customer satisfaction, engagement and retention, and scaling customer base. o Developed product support, training, usability, documentation, onboarding and customer retention plans and strategies based on product and target customer segments. o Developed necessary education materials including pre-sales product quick start cards, online Q&A, video snippets, product whitepapers, 1-1 training, seminars to ensure customer onboarding, adoption and success. o Launched customer community portal using Commune software to support customer self-service and scaling customer success.

o Published monthly Customer Success newsletter to engage customers with product updates, success enablement. o Established cross training of team members between customer support, project management, training and customer success to ensure CSMs have highest level of expertise. o Led initiative to integrate automated monitoring tools into our SaaS solution and troubleshooting dashboard, resulting in a 25% reduction in support tickets and escalations over 3 years. Utilized Datadog software for remote monitoring and fostering early customer usage issue resolution.

● Monitored and reported on customer success strategies, objectives and respective Key Performance Indicators (KPIs) o Retention Rate strategy included offering dedicated customer engagement, customer-first support strategy, self- intuitive training, easy-to-use and onboard strategy, proactive feature adoption strategy, and clear features roadmap. o Escalation and Time to Resolution of support ticket issues tracked via Atlassian Jira/service desk tool. o Customer Satisfaction (CSAT) through customer surveys post deployment, then monthly and quarterly. o Net Promoter Score (NPS), through customer surveys we secured two strong reference customers who joined several pre-sales calls with our clients and happily answered questions and promoted our product and services. Senior Technical Program and Customer Success Manager (2012–2019) As a senior technical project and customer success manager for the payment business, I managed new and existing payment customer accounts with close collaboration with cross-functional teams to ensure seamless solution implementation with payment schemes and integration testing and certifications with key third-party payment partners. I facilitated customer requirement gathering, project planning and implementation, provided technical support, and oversaw delivery operations and ensuring customer expectations and acceptance based on agreed upon metrics. Managed Professional Services, including customizations, enhancement and feature request projects, crafting customer journeys and custom project plans that aligned with specific customer requirements, dependencies, training needs.

● Drove infrastructure improvements to support continuous delivery for ensuring the customer experience.

● Fostered relationships with partners, customers, and teams to forge trusting relationships to secure retention and more business opportunities.

● Point of contact for major customer accounts, support pre-sales and product members, drafted statements of work and support service-level agreements, managed responses to RFPs.

● Drove customer needs and requirements as priority to Product and Engineering. o Identified support and training requirements for Payment products and solutions. o Conducted one-on-one sessions, created video training, Quick Start cards, FAQs and cheat sheets. LESLIE TOMIHIRO

408-***-**** ad3huj@r.postjobfree.com linkedin.com/in/ltomihiro

● Analyzed and monitored usage data to derive precise cost estimates for project budgets and conducted usage analytics to identify areas of improvement and drive product development.

● Implemented solutions for international banks, telecoms, and system integrators, including, CitiBank HK, Sberbank, Rogers Telecom, Sprint Telecom, CIBC, NBK, and Saudi Arabia Monetary Authority (SAMA) ViVOTech / Santa Clara, CA 2006–2012

Senior Professional Services Project and Product Manager Coordinated and delivered mobile application and payment solutions, executed professional services to meet evolving market and technology needs while controlling costs, meeting deadlines and budgets, and monitoring milestones.

● Prepared and supported customer pre-sales demo environments and setup alphas and POCs.

● Managed high-performing project team members including offshore third-party developers to deliver projects on time.

● Drafted Project Plans to outline objectives, deliverables, dependencies and specifications, staffing, resources, training and support requirements, and Microsoft Project Plan with tasks and milestones. Prior to 2005 additional experience at Hewlett Packard (HP) as Senior Product Support and Services Manager, executing project life cycle implementation, onboarding, support engineering, and technical marketing. Conducted training, usability inspections and troubleshooting in customer-facing role. Developed and launched new support services products for server network interface cards. EDUCATION and ACTIVITIES

San Jose State University; San Jose, CA – Bachelor of Science, Computer Science Engineering Common Interest HOA (2018–Present) Asian American Women – Secretary (2013–2020) TECHNICAL PROFICIENCIES

Microsoft Teams, SharePoint, Visio, Project, Word, Excel, PowerPoint Monday.com Confluence ClickUp JIRA/Service Desk Insightly Align CRM Salesforce SurveyMonkey Smartsheet Agile & Scrum QMS Medical device II

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