Daniel Kahn

About Daniel Kahn

Pro-ficiency provides a tool kit of powerful technologies to help pharmaceutical sponsors and CROs virtualize trials to improve the efficiency, resiliency, and performance of clinical trial sites and subjects.Our industry has relied on meetings and face to face training for too long. These learning modes are expensive and proven to be ineffective. By utilizing powerful technologies like training simulation, automated compliance management, predictive analytics, secure, trackable site communication and engaging subject training, we can navigate the current crisis and enable human performance management for studies on a global level.Virtual trials used to be the future but the future is now. Selecting the right tools for virtual and hybrid trial enablement is key to their success and ensuring good outcomes.

Experience

1. Chief Problem Solver - Senior Director of Customer Experience

   Pro-Ficiency

   Jan 2022 — Present · NC, US

   Work with the development team on product improvements and testing Manage a high performing team of Account Management team members and Support Agents, establishing and driving monthly tracking sheets and performance delivery across essential metrics. Developing and delivering strategies to improve client experience, future growth and client retention. Partner with CXO and CLO to scope out new projects for client projects. Identifying opportunities for upsell potential by listening, understanding, and interpreting client needs. Serve as the escalation resource for Support Desk issues, coaching and mentoring the Support team and establishing Support Desk coverage and processes. Support SOP management Work with Sponsors and CROs to ensure they are happy with our system and support Systems used Redstone, AWS, Google suite, Mandril, Zendesk Provide monthly site count per program Trend analysis on support tickets

Education

• American International College

  Bachelor of Business Administration, Business

  2004 — 2009

Skills

• San
• Wireless Technologies
• Cold Calling
• Vmware
• Virtualization
• Routers
• Managed Services
• Voip
• Data Center
• Solution Selling
• Voice Over Ip (Voip)
• Network Security
• Sales
• Avaya
• Unified Communications
• Wireless Networking
• Training
• Cisco Systems Products
• Switches
• Customer Relations
• Networking
• Juniper
• Customer Service
• Security
• Wan
• Direct Sales
• Riverbed
• Sales Process
• Call Centers
• Lan/Wan
• Account Management
• Telephony
• Storage Area Networks
• Disaster Recovery
• Call Center
• Sip
• Wireless
• Video Conferencing
• Cisco Technologies
• Leadership