Open To Work
Jason Berkel
Edmond
Summary
Strategic leader with 20+ years in product management and customer success across various industries. Achievements include enhancing customer satisfaction through effective training programs and optimizing operations for improved service delivery. Expertise in building high-performing teams and aligning product enhancements with business and customer requirements.
Overview
27
27
years of professional experience
3
3
Certifications
Work History
Product Manager
iRely
Oklahoma City
07.2024 - 09.2025
- Owned the lifecycle for two enterprise SaaS modules, including roadmap design, feature prioritization, and release planning.
- Partnered with Support and Development teams to translate customer feedback, defects, and enhancement requests into actionable business requirements, enhancing product alignment with user needs.
- Collaborated across product, support, and development teams to align enhancements with long-term business and customer needs.
- Streamlined bug triage and resolution workflows, improving release quality and reducing time-to-resolution through more efficient processes.
- Delivered customer training and enablement in onsite and remote settings, increasing adoption rates and enhancing overall customer satisfaction.
Vice President, Hardware Operations
PDI Technologies
Oklahoma City
03.2022 - 06.2023
- Established hardware operations function, team, processes, and standards for customer-facing hardware solutions amidst supply chain constraints.
- Managed P&L and margin performance across multiple areas while directing operational transition from Tulsa, OK to Lexington, KY, including warehouse and office closures.
- Established an efficient model for hardware sales, repairs, refurbishment, and escalation support, cutting turnaround time by approximately 50% while improving service reliability.
- Rolled out a new primary hardware solution for logistics software in close partnership with Product and QA, supporting beta and live customer deployments for more than 1,000 customers.
- Supported global readiness for existing and new hardware solutions, including European and Asia-Pacific deployment considerations.
- Created hardware lifecycle strategy and six-month review process to enhance warranty, repair, and risk management for PDI and customer base.
- Managed vendor selection, contract negotiation, and strategic partnerships, contributing to an estimated 40% cost reduction while improving delivery and scalability.
Vice President, Engineering (FACTOR GM)
PDI Technologies
Oklahoma City
01.2021 - 03.2022
- Led cross-functional teams in Software Engineering, Customer Support, IT, QA, and Sales, ensuring business continuity amid restructuring.
- Drove customer-focused software fixes and engineering collaboration that reduced support case volume by about 25%.
- Oversaw line-of-business operations, enhancing customer retention and aligning product delivery with customer experience.
- Directed workforce reduction from 29 to 13 employees, maintaining key release milestones and ensuring service continuity.
- Created and implemented a remote work program ahead of the Oklahoma office closure and managed closure and move-out activities.
Vice President, FACTOR GM
PDI Technologies
Oklahoma City
12.2019 - 12.2020
- Led the FACTOR business unit through post-acquisition transition, restructuring, and customer retention efforts.
- Directed migration-tool requirements and development, reducing implementation costs by approximately 30% and facilitating transition to flagship solutions.
- Established sales criteria and customer profiling approaches to target migration efforts based on gap analysis.
- Maintained morale and productivity during workforce reduction, enhancing output with fewer employees.
- Implemented structured annual review process for FACTOR employees, establishing a foundation for ongoing performance evaluation.
Vice President, IT & Customer Support (FACTOR GM)
PDI Technologies
Oklahoma City
10.2018 - 12.2019
- Provided continuity during acquisition by leading IT, Customer Support, and FACTOR integration activities within PDI.
- Managed transition from legacy billing processes to NetSuite and facilitated migration to Salesforce, ensuring operational continuity.
- Integrated systems and teams while maintaining existing IT and support functions.
- Collaborated with Engineering, Sales, and Professional Services, expanding responsibilities to enhance cross-departmental synergy.
Vice President, Customer Service & IT / Vice President, Customer Support
FACTOR (WR Hess Company)
Oklahoma City
12.2014 - 10.2018
- Developed onboarding and ongoing training programs for support and technical staff, reducing customer resolution time from roughly two weeks to three business days.
- Transformed help desk model into a service-oriented support structure, leading to improved customer satisfaction, support quality, and net promoter outcomes.
- Established cadence calls with high-profile and high-volume customers to accelerate issue resolution and enhance relationship management.
- Established reporting, metrics, and recurring cross-functional meetings to support the customer journey from sales through implementation, go-live, and ongoing support.
- Led internal and external support through multiple software and technical teams serving more than 400 customers.
- Oversaw hardware standards and vendor relationships for equipment lifecycles; negotiated Dell contracts achieving 52% discount and 70% reduction in delivery times through standardization and vendor strategy.
- Worked with cross-functional teams to develop a low-cost tank monitor data-capture solution focused on supportability, real-time prediction services, and ease of deployment.
Informatics / Client Services Manager
Forest Pharmaceuticals (now AbbVie)
Earth City / St. Louis
01.2012 - 01.2014
- Provided comprehensive client services problem management and support leadership for regional and global field sales operations.
- Managed incident and problem resolution for second-level escalation support, ensuring optimal performance of remote sales force laptops, iPads, and peripherals.
- Developed knowledge articles and support processes, and provided SLA management for service operations.
- Oversaw multi-million-dollar budget for support services and coordinated UAT process management for hardware and software deployment.
- Negotiated vendor contracts and cost-saving initiatives, and collaborated with internal departments to support national personnel management of internal and outsourced employees.
- Coordinated offsite support and planned technical needs for sales meetings with 500 to 3,500 attendees.
- Contributed to operating cost control through vendor standardization, contract negotiation, and review of technical requirements.
Informatics / Client Services Associate Manager
Forest Pharmaceuticals (now AbbVie)
Earth City / St. Louis
01.2007 - 01.2012
- Coordinated incident trending, problem management, and support-management activities to enhance service delivery across regional and global client services environments.
- Managed budget for support services department and facilitated UAT process management for hardware and software deployment to ensure alignment with operational goals.
- Defined and managed global client hardware standards to streamline operations through uniformity.
- Transitioned site-specific support processes into a global model, improving operational efficiencies and broadening support coverage.
- Negotiated pricing discounts with Dell, HP, and Verizon for globally used devices and established standards for printers and drivers.
- Provided regional team management for Midwestern offices and supported national sales meeting operations.
Client Services Lead Technician
Forest Pharmaceuticals (now AbbVie)
Earth City / St. Louis
01.2004 - 01.2007
- Recruited, mentored, and supervised technicians supporting 350+ systems, managing ticket response, trend analysis, and ensuring infrastructure uptime.
- Functioned as the onsite escalation contact for department managers and executives, managing ordering, equipment standards, and local budget activities.
- Developed and managed global security plan for 5,000+ clients, enhancing overall security posture.
- Implemented best-practice build processes, system standardization, and security performance requirements across locations.
- Upgraded and implemented McAfee ePolicy Orchestrator and enterprise antivirus controls, streamlining centralized deployment and management.
- Designed and implemented secure VPN access solutions.
Client Services Technician
Forest Pharmaceuticals (now AbbVie)
Earth City / St. Louis
01.2000 - 01.2004
- Implemented Windows 95/98 to Windows XP upgrade for 350 systems, enhancing system performance and user experience.
- Managed local EPO server and antivirus software, coordinating printer repair support to ensure operational continuity.
- Maintained 350+ local systems, addressing help-desk requests, providing printer support, and managing equipment standards.
Service Technician
Technology Solutions Inc.
Chesterfield
11.1998 - 12.1999
- Managed service responsibilities for major accounts, ensuring seamless operations for Citicorp Mortgage and Bridge Information Systems.
- Maintained service contracts, delivering depot and on-site printer and PC support to major customers.
- Trained and supported technicians while repairing specialized devices, enhancing service capabilities for Texlon terminals and PSC barcode scanners.
- Prepared client systems for Y2K readiness and installed a new time-clock system and panels for Boeing.
Education
Associate of Arts - General Academic Studies
St. Charles Community College
Cottleville, MOCottleville, MO
Associate of Arts - General Academic Studies
Greenville College
Greenville, ILGreenville, IL
Skills
- Product roadmap management
- SaaS solutions
- SaaS operations optimization
- Data-Driven Decision Making
- Strategic planning
- Client success leadership
- Customer success
- Service Desk / Client Services Leadership
- Service desk leadership
- Remote team leadership
- Change leadership
- IT service integration's
- Team management
- Support operations
- Documentation (Written & Graphical)
- Documentation
- Vendor management
- Vendor & Contract Negotiation
- Vendor evaluation
- Technical guidance
- Incident management
- Quality Control & Process Improvement
- Quality control
- Problem resolution
- Analysis
- Scalability strategy
- Strategic planning
- Hardware lifecycle management
- Hardware oversight
- Documentation
- Help desk support
- Active listening
- Interpersonal communication
- Stakeholder communication
- Executive communication
- Time management
- Stakeholder communication
- Contract negotiation
- Scalability strategy
Certification
Certifications:
*CompTIA A+ — CompTIA | Issued Oct 1998
*ITIL Foundations — Loyalist Exam Services | Issued Jan 2007
*ASE Refrigerant Recovery & Recycling — ASE | Issued Mar 1998
*CompTIA A+ — CompTIA | Issued Oct 1998
*ITIL Foundations — Loyalist Exam Services | Issued Jan 2007
*ASE Refrigerant Recovery & Recycling — ASE | Issued Mar 1998
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
On-SiteRemoteHybridSalary Range
$135000/yr - $200000/yrTimeline
Product Manager
iRely
07.2024 - 09.2025
Vice President, Hardware Operations
PDI Technologies
03.2022 - 06.2023
Vice President, Engineering (FACTOR GM)
PDI Technologies
01.2021 - 03.2022
Vice President, FACTOR GM
PDI Technologies
12.2019 - 12.2020
Vice President, IT & Customer Support (FACTOR GM)
PDI Technologies
10.2018 - 12.2019
Vice President, Customer Service & IT / Vice President, Customer Support
FACTOR (WR Hess Company)
12.2014 - 10.2018
Informatics / Client Services Manager
Forest Pharmaceuticals (now AbbVie)
01.2012 - 01.2014
Informatics / Client Services Associate Manager
Forest Pharmaceuticals (now AbbVie)
01.2007 - 01.2012
Client Services Lead Technician
Forest Pharmaceuticals (now AbbVie)
01.2004 - 01.2007
Client Services Technician
Forest Pharmaceuticals (now AbbVie)
01.2000 - 01.2004
Service Technician
Technology Solutions Inc.
11.1998 - 12.1999
Associate of Arts - General Academic Studies
St. Charles Community College
Associate of Arts - General Academic Studies
Greenville College