Daniel Durham

About Daniel Durham

Accomplished Customer Success Leader | Project & Program Management Expert | Driving Growth and Innovation Thanks for taking a moment to read my profile.With over two decades of exemplary performance, I\'ve had the privilege of leading transformative project and program management solutions for prominent NYSE organizations. My passion lies in enhancing customer service, optimizing project management methodologies, boosting operational efficiency, strengthening vendor relationships, and accelerating team performance. Core Competencies and Achievements Permitting and Licensing Expertise:Recognized as a leading authority and Subject Matter Expert (SME) in enterprise permitting and licensing. I have a proven track record of identifying multi-million-dollar cost savings by eliminating waste and efficiently managing enterprise licenses. Enterprise Software Implementation and Maturity:As a key resource in launching the Online Ordering platform for Chipotle restaurants, I leveraged my background in IT Service Management to develop implementation strategies and seamless technology integration plans for large-scale projects, including go-lives and change management. Project Delivery Excellence:I\'ve hosted more than twenty-five go-lives as a Project Manager and Senior Consultant, covering a diverse range of projects, including software implementations, change management, and permitting and licensing projects for large municipalities. I pride myself on delivering on-time, under-budget results, including a complex licensing and permitting project for the largest county in the United States. Team Leadership:Throughout my career, I\'ve had the privilege of coaching, mentoring, and leading teams of up to twenty top performers. Together, we\'ve consistently delivered optimistic and proactive approaches to customer service, project management, vendor management, cross-functional collaboration, and communication. Performance Management:My proven ability to create successful departmental collaboration and seek out efficiencies while working closely within teams ensures that day-to-day tasks are executed with high quality and consistent results.Let\'s connect and explore opportunities to drive growth and innovation in the ever-evolving landscape of technology. I look forward to connecting with like-minded professionals and thought leaders. Feel free to reach out!#ITExecutive #ProjectManagement #ProgramManagement #Innovation #Leadership #TeamManagement

Experience

1. Manager, Customer Success

   Tyler Technologies

   Mar 2022 — Present · Lakewood, CO, US

   Leads a top performing Customer Care team that includes three Account Managers and five consultants.• Analyzes customer care performance metrics and KPIs to identify opportunities to elevate customer experiences, increase client retention, and improve the customer journey at every touchpoint. • Serves as the executive sponsor for 45 customer engagements with recurring annual revenue of $2.5 million. • Monitors overhead expenses and cost of service delivery to maintain a profit margin of 20%.• Member of the diversity and inclusion committee to strengthen DEI initiatives across the organization.

Education

• North Metro Technical Institute

  Business, Management, Marketing, and Related Support Services

  1993 — 1995

• The University of Georgia

  Bachelor of Science (B.S.), Education

  1995 — 1999

Skills

• Vendor Management
• Project Management
• Training
• Business Analysis
• Pos
• Networking
• Management
• Sales
• Salesforce.com
• Customer Service
• Team Leadership
• Customer Satisfaction
• Sdlc
• Account Management
• Team Building
• Process Improvement
• Software Project Management
• Change Management
• Business Process Improvement
• Leadership