James Seay
Customer Experience Manager / Customer Research Analyst / Senior Business Analyst / Survey Manager
- Role
- Customer Research Manager Senior Business Analyst at Cisco
- Location
- Reno, NV, US
- LinkedIn followers
- 500 followers
About James Seay
Context: Customer Experience Manager / Customer Research Analyst / Senior Business Analyst / Program Manager• Career spanning support services, high-tech, consulting and industry/market research. Self-motivated “jack-of-all-trades” possessing the ability to succeed in ever-changing environments with limited direction. Customer-facing both in consulting and research roles. Ability to raise domain and subject matter expertise in colleagues and stakeholders.Hard Skills:• Customer Research Ops: Implementing in-app site-intercepts, surveys, & interviews. End-to-end—listening through action.• Qualitative Analysis: Mapping processes, journeys, & workflows. Analyzing competitors and industries. Analyzing sentiment.• Quantitative Analysis: Analyzing using descriptive, significance, and correlative statistics. Analyzing survey results.• Design & UX Back Office: Analyzing usage. Researching personas. Planning user, account, & platform migrations. Explaining technical detail to creative audiences. Supporting interaction, visual, & content design. Reviewing lo/hi-fi wireframes.• Customer Experience and Customer Success Back Office: Introductory and stakeholder training, analyzing digital-tier platforms. Providing “Guerilla” metrics for lifecycle and digital-tier Customer Success platforms.• Strategic Planning: Deriving division-level business strategy. Strategy Maps, Balanced Scorecard, OKRs, strategic portfolios.• Program and Project Management: Planning and scheduling. Managing timelines. Identifying and mitigating risk. Reporting. Portfolio management. Experienced in Agile, Scrum, SDLC, and Waterfall methods.Soft Skills:• Customer Engagement: Consulting in customer-facing roles both onsite and remotely. Engaging customers for research.• Executive Engagement: Building relationships. Deriving strategy. Providing regular qualitative and quantitative readouts. Communicating complex analyses in everyday language. Presenting to executive audiences.• Stakeholder Engagement: Communicating to stakeholders including bad news. Communicating verbally, in-writing, & online.• Cross-Functional Collaboration and Leadership: Coordinating portfolio tracks. Coordinating business to technical direction. Solving problems creatively within teams. Evangelizing. Influencing without authority or budget.
Experience
Customer Research Manager Senior Business Analyst
Nov 2020 — Present · Reno, NV, US
Context: Supporting Design / UX Team to deliver Cisco CX Cloud—the first Services digital property and feature set in over a decade. Keystone feature for upselling to premium services. Services went from launch to almost $2B in annual recurring revenue in 5 years.• Targeted $4M in annual cost savings by delivering migration plans for four legacy tools into CX Cloud.• Co-led an effort to deliver a feature that helps customers plan their network upgrades and refreshes. The results were then transmitted to the customer’s Cisco or partner Renewals Manager to streamline an accurate and comprehensive renewal.• Developed a series of staggered rollout campaigns to migrate Cisco Services entire account, user, and contract base onto CX Cloud into appropriately tiered experiences. Rollouts would be paced to not overwhelm success and support teams.
Education
Dartmouth College
Bachelor of Arts - BA
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