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Copy of Dan Holmes - Resume - 2023`

Dan Holmes

Eau Claire, WI | 503-893-0082 | holmes.dan@gmail.com | LinkedIn

FloQast | Sr. Technical Program Manager, GTM & Finance Business Systems | 1/24 - Current

Driving agile delivery, process improvement, and operational excellence across go-to-market and finance business systems teams.

  1. Lead agile delivery, process improvement, and operational excellence across go-to-market (GTM) and finance business systems and managed strategic initiatives in partnership with Revenue, Partner and Marketing Operations, Finance and Accounting.
  2. Revamped sprint planning and capacity processes improving sprint velocity by 62.9% over 13 months and reducing Mean Time to Resolution (MTTR) by 77%..
  3. Drove 25% efficiency increase in issue submission and intake effort via enhanced intake workflows capturing, prioritizing, and tracking user requirements.
  4. Led various operational initiatives including ARR calculation refactor, implementation of multi-currency capabilities for International sales (GBP, EUR, AUD) and cross-departmental planning and implementation of Highspot, Impartner PRM, SkillJar and other GTM tools.

Palmetto | Sr. Program Manager, Product & Engineering Operations | 6/21 - 9/23

Reported directly to CTO managing operations for 100+ product and engineering employees during a period of rapid growth.

  1. Enhanced Technical Support program with metrics and reporting, product feedback loops, system integrations and escalation paths. Reduced program cost by 50% with 65% lift in resolution time and 190% increase in bug fixes.
  2. Launched Technical & Security Incident Response program reducing mean resolution time by 60% and enabling SOC 2 compliance.
  3. Reduced costs by 20% and enabled operational clarity migrating software-development lifecycle work from Trello to Jira. Established metrics, reporting dashboards. Learned a lot about Atlassian’s query-language.
  4. Drove organizational cadence, planning and execution of rituals. Streamlined monthly roadmap planning and comms production.
  5. Hired, coached and managed program staff. Oversaw consumer data compliance and business systems integrations.

New Relic | Sr. Business Operations Manager, At-Risk Customer Programs | 2/19 to 6/21

Partnered with GTM, CX, Product and executive leadership to operationalize unblocking high risk renewals and expansions.

  1. Unblocked $201M in revenue by developing and driving product feature prioritization for at-risk renewals and expansions with 60% improvement in resolution times. Learned about running tough meetings and driving hard decisions.
  2. Designed and managed program portfolio in partnership with SteerCo and functional working groups. Instilled operational rigor and drove program cadence, governance, metrics and reporting.
  3. Tamed chaos operationalizing the GTM to Product feedback loop. Facilitated repair of customer confidence in Product commitments.

SurveyMonkey | Sr. Manager, Market Research Customer Success | 11/2016 - 11/2018

Developed and managed the customer success function during transition from sales-assisted to self-serve market research product.

  1. Led onboarding, enablement and consumption for new and transitioning customers with +300% in revenue from FY ’16 to FY ‘18.
  2. Increased AOV 58% YoY partnering with Product to prioritize and develop key product features. Learned to love Product Managers.
  3. Built playbooks and developed workflows, systems and metrics to grow project pipeline, streamline throughput and meet SLAs.

SurveyMonkey | Sr. Manager, Market Research Services | 7/13 to 11/16

Upleveled and scaled service delivery team for market research product. Developed and launched new services.

  1. Developed and managed a global team responsible for $30M+ annually of project-based market research services and support.
  2. Enabled +30% AOV identifying, developing and launching new research services, products and implementation capabilities.
  3. Drove +20% delivery efficiency by improving processes, specializing roles and enhancing project management tooling.
  4. Provided pre-sales solution consulting and implementation planning to support new opportunities.
  5. Up-leveled customer presence, execution quality, and market research domain expertise. Cultivated learning and self-improvement culture within the team. Owned team performance, CSAT and delivery costs.

Emerge Interactive | Account Manager | 7/11 to 7/13

Full cycle sales and accounts for a small digital product and marketing agency.

  1. Delivered $2M in new business annually from lead gen to account development. Scoped technical and functional requirements, wrote and delivered proposals, closed deals, oversaw delivery to client satisfaction.

Rumblefish, Inc. | Licensing Manager | 2/06 to 2/11

Full cycle sales and accounts for creative music agency and on-line licensing platform.

  1. Closed $3.5M annually in traditional and new media music licensing and creative services. Onboarded and enabled new customers. Developed service packages and oversaw delivery of content, searches, clearances and creative.

Professional Certifications & Education

  1. Scrum Alliance - Certified ScrumMaster - 2024
  2. Northeastern University - Bachelor of Science in Music, minor in Business - Boston, MA - 2004|
  3. Co-Chair, Family Advisory Committee, Eau Claire Area School District - 2024 to present
  4. Volunteer Youth Cycling Coach, 906 Adventure Team - 2024 to present

Volunteer & Public Service Experience

  1. Co-Chair, Family Advisory Committee, Eau Claire Area School District - 2024 to present
  2. Volunteer Youth Cycling Coach, 906 Adventure Team - 2024 to present

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