Professional Services, Application Support - Director level

CHARLES E. SCHNEIDER 508-***-**** **************@*****.***

https://www.linkedin.com/in/charles-e-schneider/ Greater Boston Area PROCESS AND OPERATIONS STRATEGIST

Process Improvement Six Sigma Project Management

• Target-driven team-management strategist with 20 years of experience leading business transformations, implementing Six Sigma and Agile methodologies, and streamlining operations.

• High-tech industry specialist in operations management, professional services, and application support.

• Six Sigma certified; expert in creating Key Performance Indicators (KPIs) and process improvements.

• Proven leader in improving team cost structure, throughput, and financial performance. PROFESSIONAL EXPERIENCE

CLEAResult - Westborough, MA/Austin, TX 2018 – 2020

$420MIL global energy services company with ~3,500 employees that develops software to manage energy usage. Director, Application Support

Managed day-to-day operation of 35-person Application Support team who supported a custom Salesforce application solution. Oversaw all aspects of support, including staff recruiting and mentoring, inbound issue handling processes, service level agreement management, success metrics, defect escalations, knowledge base development, and executive reporting.

• Managed P&L for Application Support in excess of $20MIL and provided guidance to programs for annual support and change request budgeting and spend.

• Developed process improvements and KPIs to measure team efficiency and throughput; and adjusted team structure and methodology to decrease annual spend/cost per ticket.

• Spearheaded and implemented company-wide support and engineering software migration from JIRA to Azure DevOps to improve project planning and reporting. VECNA TECHNOLOGIES - Cambridge, MA 2017 – 2018

$50MIL supplier of mobile, web, kiosk and robotics technologies for the health care industry, with 150 employees. Director, Operations and Product

Led 24-member team that developed, manufactured, and supported new products. Directed 6 Product Managers who planned product lifecycles from inception through implementation. Oversaw manufacturing team of 8, who built and repaired the company’s kiosks, tablets, and tele-presence robotic solutions. Managed 10 Support Specialists who provided ongoing post-implementation support to clients.

• Managed P&L for Product, Manufacturing, and Support, in excess of $15MIL

• Provided strategic vision, pricing, and growth models for the company’s Patient Self Service (PSS) software and hardware solutions.

• Developed, implemented, and oversaw operational controls to include processes, workflows, and KPIs. BRAINSHARK - Waltham, MA 2016 – 2017

$65MIL Sales Enablement software company with 250 employees based in the United States. Director, Implementation Services

Led team of 13 Implementation Consultants who deployed and trained corporate clients on software solutions. Directed improvements in team efficiency, and oversaw internal and external problem resolution.

• Managed resource allocation for Professional Service engagements and monitored results against KPIs and Management Business Objectives.

• Created and implemented best practices, processes, and procedures for successful client engagements. CHARLES E. SCHNEIDER Page 2

ASURE SOFTWARE - Dedham, MA/Austin, TX 2011 - 2016

$95MIL global software and hardware company specializing in human capital management, with ~400 employees. Global Senior Vice President of Operations (July 2014 – February 2016) Managed global Professional Service and Support divisions consisting of 37 employees. Developed project implementation and support methodologies and tracked results against KPIs including staff utilization, client satisfaction and retention, and project profitability.

• Managed P&L for Professional Service and Support organizations, in excess of $8MIL.

• Led and mentored Services and Support management teams in establishing processes for accountability and alignment with other departments.

• Created account plans to strengthen revenue stream and collaborated with leadership team to set goals for business growth, strategies for implementation, and long-term client relationships. Vice President of Client Services (formerly PeopleCube: January 2011 - July 2014) Managed global project implementation and support team of 21 consultants, and collaborated with Product Management, Engineering, and Sales departments to guide product innovation.

• Managed P&L for Professional Service and Support organizations, in excess of $3.5MIL.

• Partnered with executive leadership to optimize “Software-as-a-Service” (SaaS) offerings by developing consistent pricing methodologies and scalable consulting and managed-service models.

• Built and maintained client relationships through team leadership and direct account management. Lionbridge – Waltham, MA 2007 – 2010

$705MIL global localization company, with 6,000 employees. Business Unit Manager, Life Sciences

Led team of 10 Project Managers responsible for globalization of Life Science client collateral.

• Managed P&L for $3.5MIL division, increasing gross margin by 8% and client satisfaction scores by 11%.

• Collaborated with Sales and Account Management teams to anticipate client needs and plan resources. EDUCATION

Certificate in Advanced Management (In Process)

Babson College, Wellesley, MA

Bachelor of Science, Business Management (Business Policy and Strategy) Framingham State University, Framingham, MA

TECHNICAL SKILLS

• Business Operations Applications: Salesforce, Adaptive Insights, Workday, Azure DevOps, JIRA, ServiceNow, ZenGRC, Smartsheet, Oracle, Clarizen, SAP

• Highly proficient with Microsoft 365, Word, Excel, Access, Visio, Project, Outlook, PowerPoint, SharePoint CERTIFICATIONS / TRAINING

• PMP Certification

• Six Sigma Green Belt Certification

• Effective Leadership and Communication

• Situational Leadership

• Insights: Discovering Team Effectiveness

• ASQ Seminars

• Azure DevOps Training

• SOC2 Compliance Training

VOLUNTEER EXPERIENCE

• Framingham Youth Baseball: Board of Directors (2018 – present); Coach (2017-present)

• Framingham Town Meeting (2009 – 2017)

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