Zachary Adair
Denver
Summary
I bring 10 years of experience managing multiple simultaneous IT implementation and Product projects—overseeing initial discovery meeting to determine clients’ business needs, requirements and the scope of work—managing all phases of the implementation and Product processes, through delivery, training and sign-off.
Results-driven VP of Customer Operations with forward-thinking approach centered on company success and competitive growth. Demonstrated record of success in building successful teams and managing profitable operations.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Vice President of Customer Operations
ProductPlan
07.2024 - Current
- Identified opportunities to improve business process flows and productivity.
- Increased company growth through collaboration with sales and marketing departments.
- Collaborated with senior management to develop strategic initiatives and long term goals.
- Increased company GRR by 22% TTM
- Increased company NRR by 24% TTM
Product Manager
Mitratech
03.2023 - 06.2024
- Reviewed sales, customer concerns, and new opportunities to drive business strategy at weekly planning sessions.
- Collaborated with sales, marketing, and support teams to launch products on time and within budget.
- Prioritized roadmap in order to achieve product goals and metrics.
- Delivered scalable products that increased customer application and time to apply rates
Associate Product Manager
TALENTREEF
09.2021 - 03.2023
- Liaised with clients to better understand business needs and current market landscape.
- Analyzed metrics to measure product performance.
- Consulted with product development teams to enhance products based on customer interest data.
- Managed product demonstrations and testimonials for performance evaluation.
- Conducted market research to identify new opportunities and target markets.
Manager, Implementation
TALENTREEF
08.2020 - 09.2021
- Developed and maintained relationships with customers and suppliers through account development.
- Maximized performance by monitoring daily activities and mentoring team members.
- Accomplished multiple tasks within established timeframes.
- Controlled costs to keep business operating within budget and increase profits.
Senior Project Manager
TALENTREEF
06.2019 - 07.2020
- Monitored contracts and service level agreements to identify potential risks and implement mitigation actions to protect development process from unforeseen delays and costs.
- Oversaw large portfolio of projects to support teams, report progress, and influence positive outcomes for key stakeholders.
- Communicated project plans and progress to key stakeholders and project contributors.
- Directed changes to project scope and cost and implemented appropriate change management processes to keep project on track.
Project Manager
TALENTREEF
04.2017 - 06.2019
Activation Manager
TALENTREEF
07.2016 - 03.2017
Customer Care Analyst / Implementation Consultant
TALENTREEF
01.2015 - 07.2016
Education
Bachelor of Liberal Arts - Communication Studies
COLORADO STATE UNIVERSITY
Fort Collins, Colorado07.2014
Skills
- Portfolio optimization
- Targeted marketing
- Forecasting
- Critical thinking
- Recruiting and hiring
- Partnerships and affiliations
- Budget administration
- Customer and employee rapport
- Operations management
- Customer education
- Staff recruiting and retainment
- Results-driven
- Team leadership
- Product demonstrations
- Market research
- Company guidelines
- Recruiting and interviewing
- Innovation management
- Performance metrics analysis
Accomplishments
- Gainsight: Customer Success Leader Certified Professional
- FCRA Basic Certification Certified
Certification
- Customer Success Leader Certified Professional (GainSight)
- Certified Scrum Product Owner Certification – CSPO (ScrumAlliance)
- FCRA Basic Certification Certified Training
- Denver Outlaws Professional Lacrosse Team - Game Day Marketing Intern (June to August 2014)
- Denver Broncos Football Club - Marketing & Promotions Intern (June 2013 to June 2014)
Timeline
Vice President of Customer Operations
ProductPlan
07.2024 - Current
Product Manager
Mitratech
03.2023 - 06.2024
Associate Product Manager
TALENTREEF
09.2021 - 03.2023
Manager, Implementation
TALENTREEF
08.2020 - 09.2021
Senior Project Manager
TALENTREEF
06.2019 - 07.2020
Project Manager
TALENTREEF
04.2017 - 06.2019
Activation Manager
TALENTREEF
07.2016 - 03.2017
Customer Care Analyst / Implementation Consultant
TALENTREEF
01.2015 - 07.2016
Bachelor of Liberal Arts - Communication Studies
COLORADO STATE UNIVERSITY
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