Zach Pollack

Constant analysis of customer success program performance using early indicators of decisive client action to evaluate customer telemetry.  Manage the delivery and methodology behind the the customer lifecycle through maintaining the the timing and touch methods right for each situation.  Develop opportunities for improvement across the organization by identifying critical acceptance criteria.  Coordinate cross functional process to help drive attainment of department goals.  Management of resources and people to enable every member of the organization the opportunity to achieve their goals.  Management of customer success organization tools and systems to ensure a high level of cleanliness, usability, and power to the mission.  Design and deploy scalable strategies for data hygiene, process compliance, and policy frameworks.  Drive scalable automation and efficiency improvements across the organization.  Support the broader customer success organization teams to address client needs and ensure customer delight.

Worked on site with a new enterprise size client to oversee the successful implementation of PowerSchool products. This position was originally designed to take 1 year to complete the goal of a successful implementation and roll out but I was able to accelerate the timeline and still provide a successful roll out. Worked daily with stakeholders across the school district to gather requirements, convert those requirements to configuration changes or enhancements, and train a wide user base on the customized platform. Our training and roll out included individualized training by each user’s role with separate training and resources created for end users, administrative users, and help center staff. By the end of my tenure with the client, they were a top performing client equipped with all the tools to remain successful on their own.

Responsible for collection, processing, and storage of image and video resources to be used for parent communications, social media, and traditional marketing.  Responsible for meeting a collection quota and maintaining hygiene standards across the collection.  Additional responsibilities included storage and upkeep of equipment, social media post composition and publishing, and supporting broader marketing initiatives.

Prepared a VC style pitch to school executives to secure funding to form a live, online television station.  Funding was granted in the form a first year budget of over $20,000 with a recurring budget the subsequent years to cover services and expendable charges.  Purchased and configured the equipment for live broadcasts including multiple camera angles, multiple audio sources, on screen graphics, and video overlays.  Managed the training of a staff of peers to operate as a production crew.  Fostered relationships with other local schools and organizations to provide production services for their events.  We were some of the earliest to use YouTube Live and likely the first high school to broadcast their own sporting events on YouTube Live.