Joseph Albert
Farmington Hills,MI
Summary
Strategic and data-driven Operations Leader with over 5 years of experience in scaling operations for B2B SaaS, start-up environments. Skilled in optimizing workflows, leading cross-functional teams, and leveraging data to drive outcomes. Known for driving operational excellence, creating scalable processes, and providing actionable insights to improve team performance and customer experience. Strong communicator with a passion for customer success and operational efficiency.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior Delivery Manager
H1
New York, NY
04.2021 - Current
- Collaborated with Professional Services and Department Leads to execute partner-led customer initiatives within defined project parameters.
- Led the implementation of over 700 project instances, streamlining the process and accelerating client access to the application by 1-2 weeks, significantly improving customer ROI and satisfaction.
- Facilitated a 25% SLA reduction by standardizing procedures over various deliverables.
- Implemented a central tracking system that analyzed customer data, leading to more accurate roadmaps by 15%.
- Developed centralized internal request system to streamline triage processes, reducing response times by 50%.
- Optimized automation and best practices for Monday.com, Salesforce, and Zendesk, reducing manual task completion time by approximately 40%.
- Played a pivotal role in designing and implementing comprehensive customer success programs, including onboarding, training, and support systems, contributing to an increase in customer engagement and product adoption.
Implementation Manager
Docnetwork
Ann Arbor, MI
06.2020 - 05.2021
- Led the implementation of various technology solutions, including Salesforce and Jira, which significantly reduced the time to value for customers from several weeks to just a few days.
- Mentored a team of implementation specialists, helping team members achieve personal and professional milestones, and increasing team satisfaction and retention.
- Created and maintained relevant knowledge materials to ensure colleagues are equipped with the most current information, queries, issues, and change management.
- Spearheaded change management for three departments following a reorganization, introducing new roles and operations to better serve our clients, as we doubled year over year.
Account Manager
DocNetwork
Ann Arbor, MI
09.2018 - 06.2020
- Managed, coordinated, and supported 115 medium- to large-sized accounts, and maintained high customer satisfaction and retention rates of 93% and 98%, respectively.
- Proactively contacted accounts ahead of the renewal date to ensure customer retention and utilization.
- Developed post-sales playbooks, adopted by over 500 accounts, resulting in a faster customer adoption rate and increased customer MAU.
- Managed client onboarding processes, ensuring efficient resource utilization, and high-quality service delivery across customer engagements.
Education
Bachelor Degree - Business
Central Michigan University
Mount Pleasant, MI12-2015
Skills
- Salesforce
- Excel
- Powerpoint
- Github
- Zendesk
- Tableau
- Confluence
- LucidChart
- Launch Darkly
- DocNetwork
Accomplishments
- 2023/24 Employee Spotlight - H1
- Selected as Values Ambassador - H1
- 2022 Client Delivery Excellence - H1
Certification
- Carew International: Excellence in Customer Service
- Carew International: Results Producing Leadership
- Carew International: Building Customer Equity
- Carew International Professional Sales: Dimensions of Professional Selling
- Carew International Professional Sales: Advanced Selling and Negotiation
- Microsoft Office Dynamics Certified
References
References available upon request.
Timeline
Senior Delivery Manager
H1
04.2021 - Current
Implementation Manager
Docnetwork
06.2020 - 05.2021
Account Manager
DocNetwork
09.2018 - 06.2020
Bachelor Degree - Business
Central Michigan University
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