Customer Success Program Manager

Nicholas Duval

***********@*****.*** 916-***-****

Mountain View, CA

Summary

● Technology Expert known for adopting emerging tools, processes, and frameworks to rocket teams’ productivity

● Leader and Trusted Partner engaging stakeholders and inspiring resilience, who is capable of owning ambiguity and delivering remarkable results on time and in budget

● Agile Thinker and driver of large-scale, complex projects through software development lifecycles for top-tier technology companies specializing in software engineering, consumer products, and customer success Core Expertise and Technology Skills

● Program and Project Management of Scope, Time, Cost, Quality, Resources/Procurement, Communication, Integration, and Stakeholdership

● Risk Assessment and Mitigation

● Agile and Scrum Methodologies

● PMI/PMP Frameworks

● Customer Success

● Iterative Process Improvement

● Enablement Documentation

● Data and Trend Analysis

● Root Cause Analysis

Tools, Software, and Systems

● Asana, Atlassian, CSS, Confluence, FileMaker, GSuite, iWork Suite, Javascript, Jira, Jive, Microsoft Suite, Omni Group, Radar, Salesforce, Slack (Apps), Smartsheet, SQL, Tableau, Visio, WebEx, Wrike, Zoom Education / Certification:

● University of California, Santa Cruz, B.S. Health Sciences, 2013

● PMI-based Training (PMP, Scrum Master, Agile), Salesforce Trailheads, LinkedIn Courses Experience

TEKsystems / Apple – Sunnyvale, CA

Study Engineering Program Manager (SEPM)

June 2024 – August 2024

● Budget, timeline, and Stakeholdership responsibilities for clinical trial studies working with 3rd party Contract Research Organizations (CRO), Institutional Review Boards (IRB), and internal hardware, firmware, software, operations, and PMO teams

● Health Technologies - Health Study Programs

● Exec presentations to Directors and VPs for $4.11M program focusing on all aspects of study trials project

(Details under NDA)

● Software and Firmware management for power and thermals’ teams for novel features; UX/UI consultation for user-facing quality of software

● Daily integration of fast-paced updates from >10 stakeholders to meet critical timelines and reviews Walmart Global Tech – Sunnyvale, CA

Staff Technical Program Manager (STPM)

August 2023 – May 2024

● Core Data Lead TPM for eCommerce Data Analytics and Platform departments covering database and table preparations for downstream teams: Measurement and Reporting, Data Science, and Infrastructure teams which enable Walmart.com, the Walmart app, and its 3rd party advertising network US Omni and Platforms Technology - Software Development

● Cross-functional coordination across Product, Engineering, and PMO team members for delivery of 30 separate OKRs from FY24Q3 - FY25Q1.

● Weekly leadership reporting in the form of slide decks, digests, and Scrum-of-Scrum meetings

● Engineering team scrum leader for Agile sprint management and backlog grooming exercises utilizing Kanban boards, Jira Epics and Stories.

● Accountable for unblocking hindrances to projects’ progress by escalating to other teams’ management chains Salesforce, Inc. – San Francisco, CA

Senior Manager, Technical Program Manager (SM-TPM) May 2019 – March 2023

Lead TPM for 3 distinct departments at Salesforce: High Availability Readiness Reviews (HARR), Customer Centric Engineering (CCE), and Site Reliability Engineering (SRE) - All parts of the Technology, Marketing, and Product org High Availability Readiness Reviews - Architecture

● Conceptualized and implemented end-to-end program structure completing 120+ reviews of microservice teams onboarding to Hyperforce (Salesforce on AWS) from legacy first-party to mitigate risks in the deployment process and integrate architectural best practices across multiple web services in Core, Marketing, and Sales Clouds

● Researched and filed 500+ architectural recommendations to address critical technology gaps and vulnerabilities based on priority levels (risk) for the following categories: Resiliency, Recovery, Performance/Scale/Capacity, Monitoring, Blast Radius, Quality, and Operations contributing to the ability of a service in attaining high availability

● Unified executive dashboard metrics, KPIs, escalations, and work extension processes with cross-organizational alignment from Enterprise Resiliency, Problem, Change, and Release Management teams Customer Centric Engineering - Customer Support

● Substantial reduction in # of escalated investigations (6%) within 1 year of partnership with Customer Support Group by improving TTx metric tracking, documentation and bug/case annotation, and mentor-mentee case training

● Developed multichannel operating model for 155-person global org including annual goal setting, org evolution, Rhythm of the Business/Scrum-of-Scrum meetings, release planning, and regularly cadenced Slack/email communications

● Trained and onboarded engineers on unified incident responses, facilitating executive buy-in to realign business definitions across orgs and escalation channels which dictated customer response, SLA/SLOs, and escalation protocols

● Operationalized dev work and ensured team members have the tools, knowledge, and inspiration they need to complete critical team functions

Site Reliability Engineering - Incident Management

● Led research and development of Chaos Engineering Testing tools for Core platform scrum teams to self- diagnose service/feature resiliency prior to production, e.g. controlled blast radius of platform and infrastructure components

● Decrease in customer infrastructure event cancellations (15%) via efficiency assessments of the disaster recovery program (Continuous Site Switching) with iterative improvement of SMEs’ automation and workflow efforts

● Increased annual customer satisfaction, improved on the Salesforce Trust Status website due to better Account Executive relationships, communication around service availability and performance Apple, Inc. – Cupertino, CA

Biocompatibility Project Manager (Contract)

September 2015 – May 2019

● Spearheading global AppleCare Post-Market Surveillance of customer returns for wearables and devices across APAC, EMEA, and AMER. Created internal and customer-facing tracking systems, triage workflows and questionnaires for customer-reported data and devices (Apple Watch, Air Pods, Beats headphones, MacBook)

● Tracking delivery and prioritizing test schedules to Environmental Technologies’ chemistry and FA teams.

● Iteratively designed energy and sensor testing workflows in addition to destructive and non-destructive testing for original device specifications

● Trusted partner of all privileged and confidential incidents for the Legal/Media/Executive Relations Counsel.

● Resolving complex technical issues and contributing to overall process improvements. Led data excellence program to capture best practices and implement process improvements to all service channels

● Effective cross functional communications with Legal, Media, Engineering services, Hardware, Software, and Operations teams

● Maintained tracking of hardware inventory in storage and testing throughout Failure Analysis and destruction.

● Solely responsible PM for Master Data Management of global AppleCare wearable health data and its consolidation into Tableau providing ownership, accuracy, and data consistency for all customer-related incident trends with visualizations, web-based dashboards, and PivotTables.

● Enterprise Resource Planning in a matrixed organization across AppleCare, Hardware Engineering, Environmental Technologies, Failure Analysis, Legal Counsel, Dermatology, Toxicology, and Product Safety - de- siloed duplicative data across products and geographies enabling a SSoT for all stakeholders.

● Delivering hardware to requestors and providing on-site lab support

● Failure testing (FMEA) of thermal, energy consumption, and heart rate sensors’ firmware/hardware in both clinical and laboratory settings.

● Analytical chemistry and metallurgy test optimization in state-of-the-art laboratory settings executed against industry-leading Apple and EU policies and standards.

● Management of Failure Analysis testing via Design of Experiments for multiple instruments: 3D scanners, ICP- MS, GC-MS, and LC-MS.

Cisco Systems, Inc. – San Jose, CA

IT Project Manager (Contract)

September 2014 – September 2015

● End-to-end planning and execution of projects for European telecommunications’ strategic architectural plans, multi-generational phased implementation, gap analysis/risk elimination, as well as performance of Scrum Master duties for engineering teams.

● Managed IT projects focused on new Router and Switch HW/SW configurations for Branch, Data Center, Inter- Cloud Fabrics, Networking, Unified Communications, and Solutions Engineering groups.

● Led Agile weekly meetings to track engineers’ progress to quickly address time and finance constraints. Documented and communicated findings using Jive resulting in improved team cohesiveness and capabilities. Open Medicine Institute – Mountain View, CA

Clinical Project Manager

February 2013 – August 2014

● Health IT start-up company based on the El Camino Hospital campus primarily focused on neuroimmune disease diagnostics and treatment.

● Dual-role PM and laboratory technician responsible for the management of multiple, simultaneous swimlanes across IT, lab, and research branches of the business.

● CRO contact to medical companies pursuing 1) Class II FDA 510(k) device and supporting software, 2) cognition and exercise studies, 3) biobanking of specimens, 4) online neurological tests, and 5) point-of-care STD tests.

● Managed creation and publishing of 10+ Institutional Review Board submissions as part of the in-house Contract Research Organization (CRO) including full documentation of protocols, SOP's, informed consent forms, project plans, implementation instructions, and medical staff training.

● Translation of customer needs into final end-product design within Agile framework with a team of international engineers to continuously deliver new features (e.g. billing, coding, scheduling, email/fax, test results).

● Dev coordinator of a cloud-based Electronic Medical Records platform, Open MedNet, used for clinical practices and collaboration on a national, multi-year CDC Chronic Illness research project for ME/CFS.

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