Justin Donarum
Westbrook
Summary
Dynamic leader with proven track record of successfully managing projects and initiatives and achieving desired business objectives. Skilled in developing and executing strategies, managing budgets and resources, and leading cross-functional teams. Consistently produces tangible outcomes that exceed expectations.
Overview
19
19
years of professional experience
Work History
Program Director - Gov't & Professional Services
Symplicity
01.2018 - Current
- Lead high value Government program overseeing the development, management, and support of multiple custom SaaS solutions
- Exceeded strategic upselling targets by nearly five times compared to the previous year.
- Oversee team of 16 personnel focused on support, development, and project management functions
- Improve success of Government program by making proactive adjustments to operations in order to execute key company initiatives
- Orchestrate smooth and efficient program development by collaborating cross-functionally across departments to uncover issues, identify applicable solutions and offer guidance
- Interact with partners and clients to identify business needs and requirements in order to maximize customer outcomes
- Identify risks and develop mitigation plans
- Provide ongoing direction and leadership for program operations.
- Supervised program staff, managing and evaluating performance provide high-quality services to program participants.
- Collaborated with various teams to uncover issues, identify applicable solutions, and offer guidance.
- Collaborated closely with executive leadership to develop strategic plans for long-term growth.
- Established strong partnerships with internal and external stakeholders for collaborative problemsolving.
- Managed cross-functional teams to deliver exceptional program outcomes within budget and time constraints.
Manager of Customer Support Services
Symplicity
01.2015 - 01.2018
- Maximized productivity by supervising, mentoring and scheduling team of 25 customer support personnel to meet organizational and operational objectives
- Oversaw daily support of 1,300+ SaaS systems
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team
- Monitored employee performance and metrics to identify areas for improvement and additional training needs
- Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations
- Collaborated with cross-functional departments to formulate product and process improvements based on customer feedback.
Sr. Implementation Project Manager
Symplicity
01.2011 - 01.2015
- Successfully led 200+ SaaS system implementations
- Responsible for 95% client retention rate of post-launch implementation clients
- Monitored contracts and service level agreements to identify potential risks and implement mitigation actions
- Outlined work plans, determined resources, wrote timelines as part of project scope determination
- Created implementation methodologies to control project costs and meet deadlines
- Supported business continuity and disaster recovery.
- Managed stakeholder expectations through clear communication of goals, objectives, and timelines.
- Collaborated with cross-functional teams such as sales, marketing, finance, IT support services ensuring a smooth execution of multiple concurrent projects.
- Documented specialized data and requirements to address business demands.
Product Support Specialist
Symplicity
01.2009 - 01.2011
- Devised solutions to operations issues related to commercial SaaS software, working closely via phone, email, live chat and web teleconference
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
- Increased sales by educating prospects on benefits of products and services in comparison to competitors
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
Digital Project Manager
Quinnipiac University
01.2005 - 01.2009
- Deployed focus-group testing to ascertain pre-release product performance within key demographics
- Analyzed customer usage patterns to detect and prioritize areas in need of future enhancements
- Collaborated with project owners and team members to set ambitious but achievable goals
- Closely collaborated with project members to identify and quickly address problems.
Education
Master of Science - Organizational Leadership
Quinnipiac University
Hamden, CT05.2009
Master of Science - Interactive Communications
Quinnipiac University
Hamden, CT05.2007
Bachelor of Arts - Communications
University of Massachusetts Amherst
Amherst, MA05.2005
Skills
- Customer Support
- Training and Mentoring
- Customer Relations
- Process Implementation
- B2B
- Program Leadership
Timeline
Program Director - Gov't & Professional Services
Symplicity
01.2018 - Current
Manager of Customer Support Services
Symplicity
01.2015 - 01.2018
Sr. Implementation Project Manager
Symplicity
01.2011 - 01.2015
Product Support Specialist
Symplicity
01.2009 - 01.2011
Digital Project Manager
Quinnipiac University
01.2005 - 01.2009
Master of Science - Organizational Leadership
Quinnipiac University
Master of Science - Interactive Communications
Quinnipiac University
Bachelor of Arts - Communications
University of Massachusetts Amherst
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