Darrell Ahee

Experience

• 

  Club Assist – North America

  Jun 2009 - Oct 2014

  • Provided training classes and demonstrations via webinar or on location for SaaS Electronic Point of Sale (EPOS) system on Windows Mobile or Android devices• Provided Pre- and Post-Sales consultations with external customers to gather requirements for configuration, installation/implementation• Acted as the Project Manager for new implementations including project documentation, risk management, meeting with internal and external stakeholders to determine and manage timelines • Provided analysis and product requirements to internal business teams to meet customer needs• Managed 3-4 simultaneous deployments while continuing to provide support to previous deployments• Built and maintained strong customer relationships leading to satisfied customers and a high level of customer retention Show less • Was an active member of the Global IT Leadership Team making strategic decisions for projects, budgets, hardware/software standards and the future of the IT Department• Led a team of 7 (3 in North America, 4 in Australia) internal IT Professionals and 2(1 in North America and 1 in Australia) Service Desk Contractors• Measured vendor SLA commitments and ensured they met contract commitments and ITIL practices• Was responsible for third-party maintenance and supported relationships with service vendors and suppliers• Negotiated, procured, and managed service and support contracts and SLAs for IT Services• Responsible for planning and executing the Disaster Recovery Plans for all aspects of IT Operations Show less

  • Technical Solutions Analyst and Global Operations Team Lead

    May 2012 - Oct 2014

  • Global IT Operations - Team Lead

    Jun 2009 - May 2012
• 

  TITUS

  Oct 2014 - Jan 2022

  • Apply in-depth understanding of security frameworks and experience with a variety of customer environments across business sectors and countries to successfully deploy our suite of security products• Engage with customers to understand use cases, analyze business requirements, and share experience and expertise to ensure the best deployment strategy for each individual company is adopted• Trusted with a mentorship role and consistently relied on as an internal subject matter expert for colleagues on products and program delivery• Provide onsite deployments globally, routinely training groups of project stakeholders, including C-suite executives, on proper project deployment• Act as Project Manager for multiple (15-20) deployments simultaneously ensuring requirements and deadlines are met• Manage customer expectations about product features and functionality• Train customers to understand their environments and requirements, deploy Titus Products, and create policies that meet their specific needs• Engage with all levels of customer organizations, from C-suite to project stakeholders to align responsibilities and set expectations Show less • Engaged enterprise-level partners or potential partners with product offerings to demonstrate the benefit of the solution• Provided product demonstrations to new and current customers• Documented new features requested from customers and delivered to product team• Provided onsite deployment for POC, trial or full roll-out• Troubleshooted product with customers remotely and onsite• QA testing with development team to verify solution met the customer’s needs• Worked with software partner organizations to build software integrations for customer use• Provided post-sales technical consultation Show less

  • Professional Services Engineer/Consultant

    Nov 2016 - Jan 2022

  • Sales Engineer/Solutions Architect

    Oct 2014 - Nov 2016
• 

  HelpSystems

  Jul 2020 - May 2022

  Professional Services, Lead Technical Consultant

  • Develop/Monitor metrics on team utilization and to identify opportunities for improving service delivery and customer satisfaction• Perform scoping calls to understand customer requirements and set expectations• Manage daily tasks and KPIs for the North American Professional Services Team• Create SOWs for customer engagements/delivery• Mentor team on delivery best practices and technical knowledge• Engage with Sales and Customer Success teams to build plans for customer retention ensuring continued revenue• Understand project fundamentals such as risk management, communication, and task tracking• Develop processes and procedures for improving the overall delivery model • Manage projects to completion with Revenue and Customer Satisfaction in mind• Assign customer projects/deployments to team members Show less

• 

  OnX Canada

  May 2022 - Oct 2022

  Services Principle
• 

  Fortra

  Oct 2022 - now

  In this role, I will be the main point of contact for our customers for our Data Protection suite of products. This will include troubleshooting issues, problem solving, assisting with business decisions, account reviews, and be the liaison between customer and support or product teams.

  • Senior Customer Success Manager

    Jan 2023 - now

  • Senior Technical Consultant

    Oct 2022 - Jan 2023