DATHAN ELLIS

SUMMARY

After nearly a decade as a software engineer, I realized that my interpersonal skills were more suited to the client-facing side of the business than the back end. Since 2015, I have enjoyed working as a Customer Success Manager, Customer Support Manager, and Sales Engineer to address customer needs and create a loyal client base. One of the greatest parts of this work is developing positive work cultures as well as building and leading high-performance teams so that they feel empowered in delivering valuable, sustainable solutions to customers.

My success is founded upon my ability to build trust and rapport with clients. With a helpful, friendly approach, I rely on the relationships I have developed to ensure a positive experience, no matter the situation. I enjoy developing solutions that improve customer experience while driving revenue for my company.

EXPERIENCE

Customer Success Manager | Customer Support Manager
Windward Studios | Boulder, CO | 2016-2018
Promoted to lead the company’s Customer Success and Customer Support teams in driving customer retention and satisfaction.
  • Built and maintained relationships with key decision makers for 250 worldwide enterprise and SaaS accounts
  • Regularly met or exceeded a $40K monthly sales quota for software license sales
  • Consulted with customers on how Windward’s document generation and reporting products met their business needs
  • Hired and managed two customer services professionals, creating a culture of collaboration and support
  • Developed customer scripts to standardize problem-solving and issue-resolution approaches
  • Proposed and implemented customer Service Level Agreements (SLA) to establish structure in the issue resolution process and improve the timeliness of resolving support tickets and bug fixes
  • Managed the knowledge base rewrite project, providing customers with FAQs and product use articles
Sales Engineer
Windward Studios | Boulder, CO | 2015-2016
Assessed needs and presented and sold document generation and reporting software to customers ranging from startups to Fortune 500 companies.
  • Carefully listened to customers to understand their needs and present solutions
  • Managed a $25K budget for the company’s IT hardware and software needs
  • Reduced time for clients to integrate tools through developing new sample code for .NET, Java, and RESTful engines
  • Decreased support tickets by designing over 200 sample templates for Windward’s design tool
  • Created user-friendly video tutorials and facilitated live training webinars to support client ramp-up
  • Recommended functional design and UI improvements to product teams to improve customer experience

EXPERIENCE

Senior Software Engineer
DragonDev | Boulder, CO | 2013-2015
Developed custom applications for clients across multiple industries. Simultaneously, assisted with business development operations to close new contracts.
  • Built, managed, and mentored a team of four software developers
  • Designed and developed three custom applications using Agile methodology for various clients
  • Implemented new processes and procedures to meet quality assurance goals
Senior Software Engineer
Civil Air Patrol | Maxwell AFB, AL | 2006-2013
Designed and developed web tools for over 80 web applications supporting aviation and youth program volunteers.
  • Built applications from scratch, including database design, functional design, and UI/UX enhancements
  • Facilitated product and feature presentations to 100+ attendees at national conferences
  • Analyzed data and created reports for end users and management teams

EXPERTISE

Areas of expertise:
  • Building Customer Relationships
  • Business Development
  • Customer Onboarding
  • Strategic Planning
  • Sales and Support
  • Project Leadership
  • Operations Management
  • Process Improvements
  • Collaborative Teamwork
  • Cross-Functional Team Building
  • Mentoring and Coaching
  • Quality Assurance
  • Computer Proficiency: Microsoft Office Suite, Zendesk, Salesforce.com, .NET, Java, CSS, JavaScript, SQL, XPath, JsonPath

PERSONALITY ATTRIBUTES

StrengthsFinder 2.0
Results:
  1. Strategic - creates alternative ways to proceed. Faced with any given scenario, they can quickly spot the relevant patterns and issues.
  2. Activator - can make things happen by turning thoughts into action.
  3. Futuristic - enspired by the future and what could be. They inspire others with their visions of the future.
  4. Relator - enjoy close relationships with others. They find deep satisfaction in working hard with friends to achieve a goal.
  5. Responsibility - take psychological ownership of what they say they will do. They are committed to stable values such as honesty and loyalty.
Myers-Briggs Type Indicator (MBTI)
Results:
ENFP - Extraversion, Intuition, Feeling, Perception

Myers-Briggs states, "ENFPs are outgoing, creative, with the key skill of perceiving complicated patterns and information and assimilating it quickly. They are flexible, highly adaptable workers. They are driven by a keen devotion to their ideals and a strong drive to help others." David Keirsey, a psychologist who expanded upon the Myers-Briggs types, referred to ENFPs as "Champions".