Oz Akman
Telford,PA
Summary
Dynamic, results-oriented leader with a proven track record in onboarding slashing onboarding times by 75% and enhancing team performance through strategic leadership and effective communication. Certified Project Manager Penn State with expertise in developing scalable onboarding strategies, streamlining processes, and driving operational efficiency. Adept at building and leading high-performing teams, delivering measurable results, and enhancing customer experience. Skilled in ERP implementation, training delivery, and cross-functional collaboration to achieve organizational goals.
Overview
10
10
years of professional experience
Work History
Director Customer Success Onboarding & Training
Softrip
06.2022 - Current
- Oversee the end-to-end onboarding and implementation process for new customers and technologies.
- Provide the vision and leadership for the team ranging from short-term tactical steps to long-term direction and strategy to improve customer experience.
- Reduced onboarding timelines by 75% through standardized project plans and documentation and AI tools.
- Streamlined data migration processes and executed for customer transitions
- Design and execute Proof of Concept (POC) sessions during the sales process to showcase system capabilities.
- Continuously improve onboarding methodologies and project management processes.
- Manage and develop a team of CS engineers and support staff, ensuring high performance and professional growth.
- Collaborate with Sales, Product, and Engineering teams to align customer onboarding with business objectives.
- Define KPIs and generate reports to measure onboarding success and customer satisfaction.
- Conduct webinars and training sessions on new technologies and processes to enhance user adoption.
- Drive process improvement initiatives, system documentation, and customer experience strategies.
- Responsible for system documentation and process improvement working with the Product team.
- Ensuring continuous delivery of services through oversight of project plans with customers.
- Conducts research to remain up-to-date and knowledgeable of industry trends and emerging technologies in anticipation of new business processes and system alterations.
- Conduct webinars for customers on new technologies and new processes.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
Implementation Project Manager
Softrip
01.2018 - 06.2022
- Managed 2 project teams in Agile environment, realizing success through application of SDLC methodologies and exceptional leadership skills.
- Led and managed staff of 5 team members engaged in administering complex IT infrastructure.
- Created standardized macro and micro project plans and project documentation for new implementations.
- Working closely with sales, development, and training teams to successfully implement a new customer from beginning to end.
- Working with a team(s) of developers for the successful delivery of projects.
- Created documentation to gather data from potential customers to determine business needs and requirements for discovery and proof of concept sessions.
- Identifying opportunities for new service offerings to meet ongoing customer needs.
- Created presentation and training agenda material to support the customer onboarding process.
- Facilitated onsite customer/partner meetings/trainings.
- Worked closely with the product development team acting as customer liaison for prioritizing product fixes, developing new features and communication of fixes or features to customer base.
- Maintained user guide documentation and recordings as new fixes/enhancements were deployed to customers.
- Assisted product and quality assurance teams with QA testing.
- Worked with Director of Customer Satisfaction to ensure customers had a seamless transition in using the service to its fullest potential post go-live.
Senior Project Manager
Softrip
01.2015 - 01.2018
- Maintained schedules to meet key milestones at every project phase.
- Directed changes to project scope and cost and implemented appropriate change management processes to keep project on track.
- Presented regular status reports to executive leadership, providing insights into progress made toward achieving key milestones.
- Mentored junior project managers and team members to enhance their skills and career growth.
- Established effective communication channels with stakeholders to ensure transparency and alignment of expectations.
- Defined, created and implemented project management practices for development team to manage various projects.
- Lead teams of 4 to 5 developers to drive development to Softrip Next application and its 5 main modules.
- Develop and maintain detailed project plans throughout project cycle via Smartsheet project management tool and Redmine issue tracking tool.
- Transitioned customers from legacy Softrip Net Application to Softrip Next Application.
- Identify project scope, manage vendors, and cross functional teams, coordinating efforts to achieve customer goals.
- Producing and maintaining the project management plans.
- Create and execute company policies and procedures for reporting, tracking system bugs and creating root cause analysis improving delivery time by 30%.
- Risk management and contingency planning, with solutions presented to executive management team.
- Resource management and scheduling.
- Created new testing procedures, implemented quality-assurance and quality control to ensure compliance with QA standards
- Conduct formal and informal product design reviews throughout the software development lifecycle to provide input on functional requirements, product designs, schedules and potential issues.
- Technical writer for Softrip application documentation.
Education
Bachelor of Science - Business Management
Stockton University
Absecon, NJCertificate - Project Management
Pennsylvania State University
Abington, PASkills
- Customer Success Strategies
- Customer Onboarding Process Optimization
- Customer Journey Mapping & Analysis
- Training & Development Programs
- Webinars and Training Delivery
- E-learning and Knowledge Management Systems Implementation
- Go-Live Planning and Execution
Customer Success & Onboarding
Project Management & Implementation
- End-to-End Project Delivery
- Agile and Waterfall Methodologies
- Project Management Tools: Rocketlane, Smartsheet, Jira, MS Project
- HubSpot CRM Management
- Proficient in MS Office Suite / Office 365
- Application Testing and Quality Assurance
- SQL and KPI Monitoring
Technical Expertise
Timeline
Director Customer Success Onboarding & Training
Softrip
06.2022 - Current
Implementation Project Manager
Softrip
01.2018 - 06.2022
Senior Project Manager
Softrip
01.2015 - 01.2018
Bachelor of Science - Business Management
Stockton University
Certificate - Project Management
Pennsylvania State University
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