Director of Professional Services, Customer Success

Johnathon Pasley

Email: *********.******@*****.***

Web: https://johnathonpasley.com

Phone:+1-914-***-****

EDUCATION

Masters of Science in Information Systems Pace University - New York, NY Bachelors of Science in Information Systems The Pennsylvania State University -University Park, PA EXPERIENCE (as a matter of brevity, expected management responsibilities have been excluded) Pymetrics New York, NY

Head of Professional Services (Global) April 2019 - Current

● I built a newly formed global team (London, Singapore, and NYC) that consisted of Implementation Managers, Solutions Engineers, and Operations Managers to ensure ongoing customer success on all delivery projects.

● Key responsibilities included the creation and optimization of Solution Design, Technical Scoping, and the introduction of Change Management principles during the presales phase of the client lifecycle.

● I was able to achieve a 40% time reduction and optimization of key deliverables by implementing cross-department process optimizations and SFDC, Monday.com, Google Apps, and Jira automation.

● To conclude, additionally as a Director I oversaw elements of product commercialization, Account Planning, Customer CSAT (Post Implementation & Annual NPS Surveys), and Technical Partner Management. Qubit.New York, NY

Manager, Professional Services, North America July 2018 - April 2019 Sr. Team Lead, Professional Services Oct 2017 – July 2018

● I managed client delivery across Qubit’s North American client base. Services included Project Management, Strategy Consulting, and Front End Engineering.

● Highlights of this role include the scoping and creation of Statement of Works (SOW), enabling cross-functional knowledge sharing, overseeing members of our customer success strategy and team, leading account planning, account forecasting, and resource management.

● Additionally, I stabilized margins for the North American Professional Services team through cost reductions and by implementing process optimizations.

Pitney Bowes Inc.New York, NY

Manager, Professional Services, Global Ecommerce March 2017 - July 2017 Team Lead, Project Management, Global Ecommerce January 2015 – February 2017 During my tenure, I took the team from being a New York based group of Project Managers to a global team that consists of Technical Project Managers, Implementation Consultants, Technical Account Managers, and Solution Engineers in New York, London, Toronto, and Sydney.

● In 2015, I integrated 2 Professional Services teams in Toronto (Pitney Bowes) & New York (Borderfree) to lead integrations across 3 product lines.

● In 2016, I led a small subteam that completed platform consolidations which saved Pitney Bowes an estimated $500k in operating cost for FY 2017.

● In 2017, I implemented and process improvement plan, that allowed us to maintain headcount with a 40% increase in billable activity.

● Lastly, I executed and created personalized development plans for my direct reports that aligned with corporate career progression plans.

Senior Technical Project Manager May 2014 – January 2015 Technical Project Manager May 2012 – May 2014

During my time as an individual contributor, I oversaw and driven the successful completion of over 100+ Pitney Bowes and Borderfree e-commerce integrations using the 5 phases of Project Management (initiation, planning, executing, monitoring, and closing) for well-known global brands such as Saks Fifth Avenue, General Pants Australia, Eddie Bauer, and many other brands.

Concep Inc. New York, New York

Technical Product Manager February 2011 – May 2012 My primary responsibilities consisted of managing client implementations and platform migrations. Projects consisted of writing product documentation for Concep’s client-facing knowledge base, testing Concep’s XML API for third-party integrations, and QA’ing product releases. As a Technical Product Manager, I gathered and documented technical specifications and functional requirements for bug fixes and product enhancements. I also provided product demonstrations of the Concep’s SAAS platform, showing how Concep’s platform could be tailored and integrated into prospects CRM platforms.

Symantec New York, New York

Associate Provisioning Specialist May 2008 – February 2011 As an Associate Provisioning Specialist, I executed Statements of Work’s (SOW) and change requests for clients on the Symantec SAAS platform. Projects include conducting technical best practice advisory sessions with new and existing clients. In those sessions, I advised clients of Symantec Best Practice methods to optimize their email and web security products. I also acted as a point of escalation for the first and second line Symantec support teams.

Contact this candidate