Michael Roff
Senior Training & Implementation Manager @ROLLER
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WORK HISTORY
Senior Training & Implementation Manager @ROLLER
Handling large / strategic customers working on projects ranging from 5- 70 sites, project iACV $35k-$190k with multi million annual revenue• Complex project management handling rapid / phased rollouts of groups, building bespoke plans tailored to competencies utilising strong requirement gathering skills to avoid later roadblocks or scope creep & pre-empt change management across all levels. • Business consultancy to identify process optimisation outside of software implementation (adaptive scoping).• Heading up acquisitions involving full migration of the company’s portfolio• Proven track record of successful launches with high customer satisfaction & confidence• Ability to prioritise multiple projects based on milestone deadlines & risk mitigation to ensure timelines remain on track.• Owning executive-level escalations & churn-risk accounts, restoring delivery confidence for colleagues across new & existing customer base• At the forefront of system betas, liaising with customer & product team, acting as the translator for feedback & challenges• Responsible for delivering company firsts in terms of scale & project as the company shifted from small start up to top 0.1% of Leisure SaaS.• Team leadership heading up weekly meetings from own team to cross functional calls ensuring agenda & purpose, training & mentoring of new starters & peers within own team & across wider teams where relevant.• Striving for process improvement ensuring the teams base materials were optimised, feeding back to those involved in the sales cycle to set accurate timelines & expectations to set the implementation team up for success & developing processes to support efficiency & optimisation e.g. Email templates, clear tracking in CRM that addresses team needs & ability to manage projects.• Ability to map company wider goals to customer needs to help steer the product roadmap to delivery / CSAT advantage- Working with software such as Salesforce, Confluence, Slack, Jira
EDUCATION
Gerlev Idrætshøjskole
High School, Parkour, Brazilian Ju-Jitsu, Yoga
Sir Joseph Williamsons Mathematical School
High School
University of Glasgow
Bachelor's Degree, Psychology
SKILLS
ABOUT MICHAEL ROFF
I bring structure, calm, & momentum to complex, high-risk implementations. Experienced project manager, hyper focused in the delivery phase of a project with overlaps in product feedback. Skilled in system migrations & acquisitions. Strong pursuer of continuous improvement to streamline the overall process to improve metrics & deliver strong customer satisfaction & success throughout stakeholder management.
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