Data Innovations LLC

Vice President

• Build and mentor a high-performing global team of service managers, support engineers, and customer success specialists.
• Foster a culture of accountability, continuous improvement, and customer-centricity.
• Drive hiring, training, and professional development initiatives.
• Inspire high-performing teams by setting ambitious goals, aligning people and processes, and communicating a clear business vision that motivates others to exceed expectations.
• Use data to inform decisions, embrace change, and continuously seek opportunities to improve business outcomes through innovation and flexibility.
• Build strong relationships, coach others for growth, and create a learning environment that encourages ownership, performance, and long-term organizational success.
• Develop and execute a global strategy for implementation and support aligned with company growth goals.
• Manage departmental budgets, resource allocation, and vendor relationships.
• Report on performance metrics to executive leadership and recommend strategic improvements.
• Oversee global software services projects, ensuring timely delivery, quality outcomes, and customer satisfaction.
• Develop and refine implementation methodologies, playbooks, and best practices.
• Collaborate with Sales, Product, and Engineering to ensure smooth handoffs and alignment with customer expectations.
• Use AI-based project forecasting and risk modeling to improve delivery success rates and reduce time-to-value.
• Monitor KPIs such as time-to-value, project success rate, and customer onboarding metrics.
• Lead global support teams across multiple time zones, ensuring 24/7 coverage and high-quality service.
• Define and manage SLAs, escalation protocols, and customer communication standards.
• Implement scalable support systems, including ticketing platforms, knowledge bases, and self-service tools.
• Analyze support trends to inform product improvements and reduce case volume.
• Implement AI-powered support systems, including intelligent ticket routing, predictive analytics, and chatbot/self-service tools to enhance responsiveness and reduce case volume.

Vice President – Services and Support

Consultant

• Design and implement connectivity solutions and/or best practice laboratory solutions for customers and business partners using Data Innovations software
• Provide advanced level support and guidance from pre-implementation through post-live support
• Provide customers and Business Partners with appropriate training and education on the company’s product and solutions
• Develop and maintain an advanced level knowledge of the use and functionality of the company’s software products, its associated modules, and the laboratory industry
• Maintain strong professional relationships with strategic customers, business partners and industry colleagues
• Successfully execute project plans through their completion for assigned service implementations
• Manage and accurately track time spent on assigned projects and tasks
• Ensure customer concerns are proactively communicated to management and team members as appropriate
• Document and deliver project status updates to all necessary individuals responsible for the service activity
• Work collaboratively with other departments within the company to ensure the company’s operational readiness for new releases
• Responsible for keeping current on all product releases and enhanced/modified features
• Perform demonstrations/presentations of the company’s products and solutions to customers
• Actively participate in tradeshows, workshops and educational events as needed

Laboratory Solution Consultant

Security Analyst

• Responsible for planning, organizing, and executing vulnerability scanning across all
• Collaborate with development to drive progress towards a model of continuous integration and continuous delivery of vulnerability scanning
• Report all vulnerability findings to development and collaborate with engineers to provide guidance on remediation or mitigation of the findings
• Establish metrics and Key Performance Indicators (KPIs) and lead regular security
• Work closely with the Director of Software Quality Assurance to define and implement process and security program improvements
• Assist in the creation and maintenance of the application Threat
• Participate in vendor and tooling selection evaluation and provide recommendations to management for scanning solutions as well as Manual Penetration Testing providers
• Implement selected tooling and coordinate Manual Penetration Testing with the vendors across the
• Review security documentation and product architecture documents to determine security status of products and applications including Cloud products
• Perform security audit and compliance tasks for all
• Assist in the response and completion of security questionnaires from
• Provide status reports to management and project
• Ensure internal process documentation is complete, accurate and up to

Cyber Security Analyst

• Resolve and respond to customer requests, support tickets in a polite, professional and timely manner
• Design and implement connectivity solutions for customers and business partners using Data innovations software
• Provide advanced level support and guidance from pre-implementation through post-live support
• Provide customers and Business Partners with appropriate training and education
• Maintain strong professional relationships with strategic customers, business partners and industry colleagues
• Manage and accurately track time spent on assigned projects and tasks
• Work collaboratively with other departments within the company
• Act as and provide escalation support for the company’s customer support and sales teams
• Document and deliver project status updates to all necessary individuals

Laboratory Technical Consultant

Project Manager

• Lead and manage project teams, assign and coordinate tasks, provide guidance and motivation to team members
• Successfully manage multiple projects simultaneously, from initiation & planning to closure, while keeping project documentation up to date and communicating with key stakeholders the status of projects
• Collaborate with key stakeholders, including clients, internal cross-functional teams, and business partners
• Develop comprehensive project plans, including timelines and resource allocation
• Procure adequate resources to achieve project objectives in planned timeframes and manage day-to-day project activities
• Monitor project progress, ensuring adherence to timelines, budgets, and quality standards, and make necessary adjustments to keep projects on track
• Identify potential risks early on and develop proactive measures to mitigate their impact on project outcomes
• Track and resolve project issues with timely and effective communication of status, including clear identification of owners, action items, and targeted dates for resolution
• Act as an internal quality control check for the project team
• Recognize up and down stream impacts and act as needed to ensure the success of a project
• Escalate issues as appropriate to ensure successful completion of projects, including immediate escalation to leadership on any issues impacting service delivery
• Conduct regular project status meetings, providing updates to stakeholders, addressing concerns, publishing meeting minutes, and ensuring effective communication throughout the project lifecycle
• Manage all aspects of multiple projects to ensure the overall portfolio is aligned to and directly supports the achievement of strategic objectives
• Report on project delivery metrics and success criteria results, while regularly maintaining project portfolio data in the supporting technology solution
• Work creatively and analytically in a problem-solving environment, demonstrating teamwork, innovation, excellence, while fostering cross-functional knowledge sharing among team members
• Drive client satisfaction by ensuring the delivery of high-quality services that meet or exceed client expectations, while developing a trusted advisor relationship with assigned customers

Vice President – Services and Support

Laboratory Solution Consultant

Cyber Security Analyst

Laboratory Technical Consultant

Laboratory Solution Project Manager