Zoran Savic

Experience

• 

  Contra Costa County

  May 2009 - May 2017

  Confidentiality Worker | Customer Success Manager

  Dedicated Customer Advocate: Acted as the primary customer advocate and account specialist, cultivating enduring relationships and providing unwavering customer support to ensure client satisfaction and loyalty.Cross-functional Collaboration: Fostered seamless collaboration across diverse teams, including marketing, sales, product, and engineering, to streamline product development processes and enhance project cohesion, ultimately delivering high-impact results.Risk Management and Mitigation: Proactively identified potential areas of risk and executed timely corrective actions, demonstrating a commitment to risk mitigation and maintaining project integrity.Ensured customer success by proactively monitoring customer usage and providing timely supportDeveloped a customer success program that improved customer satisfaction by 64%. Show less

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  Aspiranet

  Jun 2017 - Jan 2019

  Customer Success and Impact Manager

  Contributed to Agency Accreditation: Played a pivotal role in maintaining the agency's prestigious accreditation status, ensuring compliance with industry standards and regulatory requirements.Data Measurement Development: Assisted in the development of comprehensive data measurements, facilitating data-driven decision-making processes within the organization.Agency Performance Analysis: Contributed to the analysis of agency performance metrics, identifying areas for improvement and strategic enhancements.Strategic Improvement Planning: Proactively suggested actionable plans for improving operational efficiency and effectiveness, fostering a culture of continuous improvement.Directorial Support: Provided vital support to the Director in managing critical agency reviews, including best practice reviews, environment of care assessments, and mock surveys.Policy & Procedure Oversight: Assisted in overseeing and updating Aspiranet's policies and procedures, ensuring alignment with evolving industry standards.Cross-functional Collaboration: Collaborated closely with divisional leaders on various projects, fostering synergistic efforts to achieve organizational objectives.Training Program Development: Worked alongside the Wellness Assurance Impact Director to identify, develop, and implement fundamental agency-wide practice training programs, enhancing staff capabilities and adherence to best practices. Show less

• 

  Fictiv

  Jan 2019 - now

  Agile Project Leadership: Spearhead agile project management as a Scrum Master, orchestrating cross-functional teams to achieve project goals, ensure adherence to Agile/Scrum principles, and maintain a high level of team productivity.Requirements Elicitation: Collaborate closely with stakeholders to gather and document detailed business requirements, ensuring a clear understanding of project scope and objectives.Process Optimization: Analyze and optimize business processes through data-driven insights, resulting in streamlined workflows, reduced inefficiencies, and increased operational effectiveness.User Story Creation: Craft comprehensive user stories, acceptance criteria, and documentation to guide development teams in building products aligned with business needs.Stakeholder Communication: Serve as the primary liaison between business stakeholders and development teams, facilitating communication, resolving conflicts, and ensuring project alignment with business priorities.Quality Assurance: Oversee quality assurance efforts, conducting thorough testing and validation to guarantee the delivery of high-quality software products.Project Tracking: Utilize agile project management tools to track and report project progress, keeping stakeholders informed about milestones, risks, and issues, and ensuring projects stay on track.Continuous Improvement: Drive continuous improvement initiatives within the team by implementing retrospective feedback, fostering a culture of adaptability, and encouraging innovation.Documentation and Reporting: Create and maintain project documentation, including release plans, sprint backlogs, and progress reports, to ensure transparency and accountability.Training and Mentoring: Provide guidance and mentorship to team members on Agile/Scrum practices, fostering a culture of learning and growth. Show less Proven ability to deliver exceptional results in facilitating service levels and aligning solutions throughout the entire client engagement life cycle. Offering strategic leadership and direction in managing implementation scope, schedule, and budget.Key Achievements:Portfolio Management: Successfully managed a diverse portfolio of 50-60 accounts, totaling over $5.2 million in Annual Recurring Revenue (ARR), ensuring consistent growth and satisfaction.Cross-functional Collaboration: Collaborated closely with sales teams to guarantee the fulfillment of service levels and meet customer needs, leading to enhanced customer retention rates and surpassing client renewal targets.Developed a customer success dashboard that visually represented key metrics and customer trends, allowing for better decision-making.Provided customer service and technical support to ensure customer satisfaction and loyaltyCollaborated with internal teams to define customer success metrics and measure customer success. Show less

  • Strategic Program Manager

    Dec 2023 - now

  • Business Analyst

    Sept 2022 - Dec 2023

  • Technical Customer Success Manager

    Jan 2019 - Sept 2022