Roderick Edward Jackson

Experience

1. Senior Technical Manager, Professional Services

   Medallia

   Nov 2021 — Present

   Proven track record of ensuring technical excellence and client satisfaction within a regional portfolio of client programs. With strong leadership and team management skills, I have successfully delivered high-quality and scalable technical solutions, resulting in client retention. My expertise lies in designing and documenting technical solutions, improving implementation accuracy. I have a strong ability to coordinate and oversee the work of technical Analysts, Sr Analysts, and offshore resources, ensuring timely project delivery. Resolving critical client technical needs and issues is a key strength, consistently meeting service level agreements (SLAs). Through conducting thorough QA and UAT checkpoints, I have been able to drive improvements in post-implementation quality. Additionally, I have implemented a comprehensive platform performance recovery program, resulting in enhanced system response. Experience: • Ensure technical excellence and client satisfaction within a regional portfolio of client programs. • Lead and manage a team of Technical Managers and Analysts fostering collaboration and maximizing productivity. • Deliver high-quality and scalable technical solutions for assigned projects, contributing to client retention. • Design and document technical solutions for client programs, optimizing implementation accuracy. • Coordinate and oversee the work of technical Analysts/Sr Analysts and offshore resources, ensuring efficient project execution and on-time delivery. • Resolve critical client technical needs and issues, consistently meeting service level agreements (SLAs) and exceeding client expectations. • Conduct thorough QA and UAT checkpoints with clients and the implementation team, improve post-implementation quality, and minimize defects. • Implement comprehensive platform performance recovery programs, enhancing system response and maximizing operational efficiency.

Education

• The University of Georgia

  Bachelor of Business Administration (B.B.A.), Management Information Systems, General

  2012 — 2016

Skills

• Public Relations
• Powerpoint
• Photoshop
• Microsoft Excel
• Social Media
• Event Planning
• Social Networking
• Social Media Marketing
• Facebook
• Microsoft Word
• Customer Service
• Research
• Editing
• Time Management
• Public Speaking
• Indesign
• Leadership
• Teamwork
• Microsoft Office