Nicholas Lines

Experience

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  Ablaze Energy

  Jan 2015 - Apr 2015

  Customer Relationship Manager

  • Managed renewable energy account relationships and implemented consultative sales strategies • Coordinated maintenance schedules of Photo Voltaic systems and communicated project outcomes

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  FareHarbor

  Apr 2015 - Jan 2017

  • Identified project objectives, developed roadmaps, and managed project deliverables via Asana for successful implementation of online travel booking software and customer experience technical support• Oversaw high-profile new client accounts generating higher than $600K in annual online revenue, delegated project requirements to internal departments, and adhered to strict timeframes and budgets • Executed qualitative and quantitative analysis to analyze client website conversion rates, applied Google Analytics to formulate actionable conversion optimization plans, and implemented A/B testing to measure the effectiveness of website updates and marketing methods • Applied CMS platforms including WordPress, Joomla, flat HTML/PHP, Weebly, Wix, and Squarespace to create and update client websites, integrate new software and setup new funnels to increase online conversion rates• Cultivated and maintained relationships with over 25 high-revenue clients, deployed customer centric initiatives including decreasing response time to inbound requests and implementing client feedback to drive the customer experience Show less • Designed and executed personalized customer training including conference calls, screen shares and one-on-one consultations to ensure smooth implementation and integration of company software for client operations • Developed and implemented SOP process improvement for Client Onboarding team, created setup framework and devised employee timeline for successful product launch• Trained new team members on company software, mentored eight-member pod team and conducted monthly audits to review each member’s onboarding processes • Led weekly 16-member team meetings to review software features and improve overall operating knowledge Show less

  • Project Lead, Customer Experience Specialist

    Jan 2016 - Jan 2017

  • Senior Client Onboard Specialist

    Apr 2015 - Jan 2016
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  Nielsen

  Jul 2017 - May 2019

  Online Coordinator

  • Plan and execute sampling and operations for 25-30 ongoing global market research projects for clients of a premier global information, market research, and measurement company• Coordinate project activities between cross-functional teams, partners, and vendors to provide sample design and implementation for market research surveys based on strict demographic requirements• Oversee project progress, troubleshoot issues, and mitigate any potential delays in project deliverables • Initiate project feasibility assessments working alongside internal panels and vendors to maintain competitive bidding, timeline, and budget management requirements Show less

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  Ardent

  May 2019 - Aug 2022

  Growth-minded, strategic, problem solver who drives strategy and execution of services and launches new services to scale in support of profitability ambitions. Ensures delivery excellence to exceed client expectations directing great talent responsible for Technology Solutions, Learning Technology, Marketing, and BI Services. Leverages intimate understanding of Ardent's capabilities and the value our clients derive from Ardent in order to build rapport and extend the value of client relationships. Creates strong partnerships with sales to grow wallet share with existing services or introducing new to support learning and development strategies, programs, and curriculum. Show less • Primary point of contact for all customers’ (employees, contractors, facilitators, clients) technology needs. • Leads the overall technical implementation and execution of solutions for clients and learners• Analyzes how different parts of clients’ business work together and how the current technology environments support business processes • Accounts for project constraints including technology, risks, scope, cost, quality, time, resources, budget• Defines and documents scope, goals, tasks, features, functions, phases and solution requirements that are aligned with stakeholders’ technical and non-technical requirements to fit the defined purpose• Maintain a roadmap for all products to ensure long term desired outcomes are at the forefront of building• Makes decisions about which solutions and approaches are advantageous and which are worthless in the relevant situation• Maintains quality service by establishing and enforcing standards for SLAs• Negotiates with stakeholders, understands the needs of all parties, manages risks and product delivery by using excellent communication skills through listening, advising, empathizing and explaining• Supports project management by accounting for deadlines and given resources available and fills the communication gap between technical and non-technical specialists• Manages vendors responsible for implementing solutions with selected technology stack and architecture including platforms, programming languages and tools• Supports business case justifications and cost/benefit analyses for accounts and technology department spending and initiatives• Support the interpretation, collection and analysis of data from a variety of sources including but not limited to Google Analytics, AWS, client LMS’s and articulate results to internal teams and clients• Play a key role in defining, developing and supporting the organizations business intelligence strategy Show less

  • Director of Technology Solutions, Marketing & Business Intelligence at Ardent

    Oct 2021 - Aug 2022

  • Senior Manager, Technology Solutions, Learning Tech & Business Intelligence Services

    May 2019 - Oct 2021
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  Udemy

  Aug 2022 - now

  Manager, Launch Services