Rob Jackson

About

I will always be happiest working with an organization that is constantly looking to improve itself, improve their client experience, and improve the lives of their team members.

  • Education: Elon University
  • Degree: BA Communications

I've been a people person as long as I can remember. I've lead kayak tours in the waters of Hawai'i, organized a 2-stage music event with a team of 30+ student volunteers, stood in front of hundreds of clients and taught class after class on utilizing our software, engaged with the Board of Directors of various organizations to review processes and propose opportunities for improvement, and spent years working with teams full of people I now count as some of my closest friends. My ability to engage with every and anyone has consistently placed me in the role of a leader. I take that responsibility seriously and hold myself to the highest standards to ensure that my teammates trust me and the decisions I make.

My career has been spent learning various technologies and project management processes so that I can effectively contribute to any organization I'm part of. I like to think of myself as a jack-of-all-trades that can adapt to whatever scenarios might come my way. Over the years I've had to learn and utilize a wide variety of tools including: SQL Server and SSRS, Final Cut Pro, Adobe Suite, JavaScript, HTML and CSS, Atlassian products, MS Office, Salesforce, Google Analytics (GAIQ), Raiser's Edge, accesso's Siriusware and Passport, Pro Tools, Reaper, Brackets, TFS, Basecamp, C#, Objective-C, Flash, MS Dynamics, Visual Basic, Visual Fox Pro, and many more.

Skills & Experience

  • Product Optimization
  • Business Analysis
  • Project Management
  • Corporate Training
  • Remote Engagement
  • Guest Journey Development
  • SQL & SSRS
  • Microsoft Office Suite
  • Atlassian products
  • Basecamp
  • HTML & CSS
  • JavaScript
  • TFS
  • Salesforce
  • Google Analytics (GAIQ)
  • Audio & Video Editing
  • Digital & Analog Interactive Design
  • Public Speaking

Professional Experience

Director, Product Optimization

May 2021 - Present

accesso - Remote Employee

  • Provide input to Product Managers to help inform the priority of items on the product backlog.
  • Measure KPIs important to our clients and identify opportunities to improve those KPIs through better use of accesso products and solutions.
  • Review and triage new development requests and determine if the client can achieve their near desired result with current offerings and/or reconfigurations.
  • Actively engage with CSMs and client teams to review product usage and deployment.
  • Identify, refine, and prioritize optimization opportunities that align with the overall company product strategy.

Product Optimization Manager

Dec 2020 - May 2021

accesso - Remote Employee

  • Ensure ideas submitted for development follow Product-driven initiatives.
  • Craft and propose alternative solutions to reduce development overhead and improve client usage of existing features.
  • Evaluate product offerings to determine areas of improvement with largest ROI.
  • Provide leadership to team of Product Optimization Managers overseeing multiple product lines.

Global Implementation Manager

May 2015 - Dec 2020

accesso - Remote Employee

  • Successfully managed projects accounting for more than $2M in revenue.
  • Created client and industry-specific training materials including written and video-based documentation.
  • Developed client-facing and in-house utilities using technologies such as: JavaScript, HTML (Bootstrap and WordPress-based), JSON objects, Windows batch files, custom SQL queries and reports, and Arduino.
  • Effectively engaged with clients remotely and with on-site visits in Europe, Canada, Mexico, Australia, and throughout the US. Coordinated development and QA efforts with the Product team to deliver enhanced system functionality and acted as a client advocate to promote efforts in the most needed areas.
  • Lead design and management efforts of a new client portal for access to software updates, support, documentation, and user-forum.
  • Performed in-depth business analysis and guest journey reviews for clients looking to improve sales and efficiency at their sales points.

Integration Consultant

July 2014 - May 2015

PeopleMatter - Charleston, SC

  • Provided guidance and technical support on integrating the PeopleMatter SaaS B2B talent acquisition software with payroll systems to large-scale employers in the fast-food, retail, and entertainment industries.
  • Participated in 2-week sprints with the Integration Development Team in a QA and client-impact role using the Agile Methodology.
  • Evaluated existing workflows surrounding the customer support experience and implemented changes to reduce ticket resolution time via automated processes and data-logging.
  • Wrote and maintained code using JavaScript, C#, and XML.

Database Administrator & Programmer

Sept 2010 - July 2014

South Carolina Aquarium - Charleston, SC

  • Owned administrative duties for 30+ databases and associated business systems.
  • Created custom reporting and dashboards using SQL, SSRS, and SharePoint for use by all departments to evaluate financial and guest-visit data.
  • Managed project to select and deploy a new Point of Sale and eCommerce system resulting in more unified data management and system efficiencies.
  • Built interactive exhibits using both digital and analog technologies to enhance the guest experience.

Audio Visual & PC Technician

June 2009 - Sept 2010

South Carolina Aquarium - Charleston, SC

  • Maintained audio-visual interactive exhibits and sound systems throughout the facility.
  • Installed and maintained computers and printers for 100+ end-users.
  • Designed A/V interactive exhibits for major gallery renovations.
  • Produced video and audio projects for use in-house and online using Adobe Premiere and After Effects.

Other Experience

  • Audio Visual Technician - Kiawah Island Resort, SC
  • Wedding Videographer - Kailua-Kona, HI
  • Kayak Tour Guide & Sales Manager - Kealakekua, HI
  • Teaching Assistant: Audio Production - Elon, NC
  • Executive Team: WSOE 89.3FM - Elon, NC
  • Marketing Intern: WSTW/WDEL - Wilmington, DE