Frank Syma

• Achieved 23% organic growth for the company in 2023 through high sales performance and strong professional services backlog exceeding forecast.
  Built strategic alliance with ERP vendor to foster cooperative bidding opportunities which lead to $2.5M in new business and $5M in pipeline growth resulting in lower CAC for the company.
  Worked with Finance team to improve profitability, increasing EBITA from 27% to 38% through OPEX efficiencies and company growth leading to improvements in many of the operational KPIs.
  Provided quarterly forecasts and communicated business performance to group leadership and CSI stakeholders. Prepared mid-quarter updates, providing mitigation strategies to address challenges and hit revenue targets.
  Created a new position to implement and oversee customer success and reduce attrition. As a result attrition decreased from a high 8.4% in 2023 to less than 2% in 2024.
  Fostered a positive work culture increasing employee satisfaction scores to 96%, improving cross department communication, talent management, and employee retention.
  Collaborated with legal and other key teams on contracts to mitigate risk to the company and ensure compliance with regulations.

• Managed company operations for Product Development, Professional Services, Technical Services, and Customer Support. Facilitated regular leadership meetings to discuss progress on strategic goals, identify opportunities for improvement, and address challenges proactively.
  Directed professional services team and grew revenue 33% by improving fixed fee profitability on implementations and increasing billability across team eliminating scheduling "white space".
  Built Executive Summary with financial model scenarios to promote new product initiative which would integrate GIS features into our Facility Management solution enabling company to expand into State agencies that manage linear assets leading to $500k in new bookings.
  Managed budgets to ensure fiscal responsibility and provided financial forecasting to Financial Controller and CEO.
  Developed high-performing teams through effective hiring, training, and performance management strategies. Established metrics-based performance evaluations for more objective assessment of employee potential and development.
  Oversaw day-to-day operations to keep organization running smoothly while meeting business goals.

• In CPO role managed team of product managers across multiple product suites while owning the future vision, strategy, and roadmap for each. Also responsible for product engineering teams to schedule timely delivery of product releases.
• Fostered collaboration with customer groups and the product team leading to new innovative products which would identify early adopters and sales at time of launch.
• Led the successful integration of acquired technologies into company's core offerings, expanding product portfolio and driving growth.
• Evaluated competitor offerings as part of ongoing market analysis efforts, identifying areas for differentiation and improvement of solution value wedge.
• Built new product initiative that enabled company to address mid-market customers with a SaaS based enterprise system streamlining implementation which kept the product aligned with customer needs and priced competitively. New product led to new company growth and eventual geo expansion into UK market.
• Identified new product line which streamlined and automated mission-critical integration between AssetWorks products and customer external systems. New product line grew from $550k in first year in sales to $2M in the second year from launch. Streamlined integrations also improved implementation projects avoiding delays in customer go-lives.
• Developed and executed go-to-market strategies, including product datasheets, value based messaging, and demonstration material for Sales team leading to successful product launches.

• During the period from 2013 to mid 2019 managed the Product Development department and received promotions including Director, Executive Director, to VP. Lead department of 40 team members across 5-6 teams.
• Oversaw operations across all product engineering teams by implementing scaled agile approach to achieve company requirement that all products be released synchronous multiple times annually. Leveraged scrum of scrums model facilitating cross team collaboration and support to meet release goals.
• Worked with the head of product to identify product initiatives bringing six new innovative, and profitable solutions to market leading to high growth. Most successful of these had an IRR greater than 60% and payback of 3.5 years on investment.
• Spearheaded research and development efforts to explore emerging technologies that could benefit current or future projects.
• Lead the expansion of the engineering and QA teams by augmenting with off-shore staff in Pakistan to save on staffing costs and scale to meet company objective to deliver new products year over year. Worked with off-shore partner to develop best practices for recruiting and training high quality engineers and QA automation specialists to ensure success.
• As Executive Director was assigned management of underperforming Custom Development team. Implemented with best practices for scope management and quality control which lead to increased profitability.
• Oversaw the implementation of automated CI/CD pipeline streamlining development, regression, security compliance, and delivery workflows.
• Lead effort to align development and hosting support teams utilizing DevOps principles improving delivery of products and hosting services resulting in optimal hosting COGS.
• Established performance metrics for the engineering team to ensure alignment with organizational goals and mentoring high performing staff into leadership positions.

• Facilitated as the Scrum Master for several development teams while implementing transition to Agile methodology.
• Developed reusable code libraries that streamlined development efforts and improved consistency in software architecture across multiple projects.
• Managed software versioning using Git, enabling smooth collaboration among team members while maintaining detailed change records for future reference.
• Mentored junior developers, promoting culture of continuous learning and knowledge sharing within team.
• Set clear goals for project milestones, keeping development efforts on track toward timely completion dates with desired outcomes achieved consistently across releases.

• Evaluated existing systems for the company’s call center for possible integration and expansion to provide new services to partners.
• Completed the scoping, development, and implementation of a new system integration that would facilitate the promotion of services and products for the company's partners during customer service interactions. This lead to a new revenue stream by providing new services marketable to partners and strengthened partner relations.

• Enhanced user experience by designing and implementing responsive web applications.
• Collaborated with cross-functional teams to develop innovative solutions for complex client requirements.
• Evaluated third-party tools and libraries for potential integration into projects based on functionality, performance, and ease of use.

Worked with small team to design and create next generation hospital scheduling application as Java web application from the current model written in FoxPro. Critical features included the ability to schedule complex procedures that required multiple events to be coordinated and approved through the surgical staff and surgeon availability and preferences.

Managed development and maintenance of company systems and applications that supported partner sites throughout the United States. All applications were web based and leveraged SSO to access corporate networks and infrastructure. Developed end-to-end disaster recovery plan for all systems.

• Worked with select team to analyze, design, and develop new generation of products for the company. New product would be Java web based to replace and expand multiple existing PowerBuilder applications.
• Participated in peer code reviews, providing constructive feedback aimed at improving the quality of team deliverables.
• Supported the development of special projects for the company using PowerBuilder.
• Mentored and trained team of junior developers on coding practices and standards.
• Identified opportunities for process improvement, leading to several development cycle efficiencies.
• Enhanced software functionality by identifying and resolving complex coding issues.
• Designed intuitive user interfaces that enhanced overall product usability and customer satisfaction levels.