THOMAS E. SHANNON
Elgin,SC
Summary
Proven ability to implement strategic initiatives and enhance operational performance. Valued for collaborative team leadership and adaptability to evolving business needs.
Overview
37
37
years of professional experience
Work History
Vice President, Customer Success
Snapfulfil WMS
01.2022 - Current
- Responsible for Customer Success activities for the North American business segment
- Established the North American Customer Success program for Snapfulfil WMS
- Worked with Account Management to secure Customer Success Professional Services business
- Maintained a 100% successful Customer Success implementation rate resulting in a 0% Customer Churn rate for clients that engaged in projects with the Customer Success Team
- Reduced overall churn rate from 30% to 10% in first year
- Customer Success engagements have resulted in numerous 'unsatisfied' customers renewing contracts, extending subscriptions, becoming referenceable sites and Snapfulfil WMS advocates
Customer Success Manager, North America
Snapfulfil WMS
01.2019 - 01.2021
Product Manager
Snapfulfil WMS
01.2015 - 01.2019
- As the company's first Product Manager, developed the Product Roadmap and roadmap execution process
- Responsible for global product strategy, management of Product Roadmap, and feature development prioritization for Snapfulfil Warehouse Management System
- Led and conducted market/customer research and outreach to existing customers to identify solutions that address current and future needs
- Established new product priorities, served as the voice of the customer, and worked to identify profitable product enhancements
- Built business cases and product documents to drive initiatives forward with clarity
- Worked closely with the development team to define and manage feature and project deliverables
- Collaborated with product marketing, sales, and support to gain a deeper understanding of customer needs, thereby identifying and solving problems
- Established and maintained the product roadmap for next generation product design
Project Manager
Snapfulfil WMS
01.2011 - 01.2015
- Directed WMS implementations, customer training, and professional services consulting engagements
- Responsible for post go live customer support and training
- Delivered contract specified project deliverables (status reports, documentation, products, services)
- Set objectives and expectations throughout the project life cycle
- Assured customer requirements were understood and communicated to the product development team
- Translated client's business process into application functionality and produced gap analysis documentation
- Managed modification and code changes throughout the implementation project
- Achieved 100% successful WMS implementation and on-time, go-live delivery rate
Senior Consultant
Boxcar Central, Inc.
01.2004 - 01.2011
- Mentored junior consultants, helping them enhance their skills and contribute more effectively to projects.
- Developed innovative strategies to address complex business challenges, resulting in increased profitability for clients.
Regional Analyst
Southeastern Freight Lines
01.1998 - 01.2004
Logistics Officer
Department of the Army
01.1988 - 01.1998
Education
M.A. - Business Administration
Webster University
St. Louis, MOB.A. - Computer Science
Indiana University of Pennsylvania
Indiana, PASkills
- SQL
- MS SQL Server Management Studio
- MS Office
- MS Project
- MS Teams
- MS Nav
- Avaza
- Zendesk
- API
- Postman
- csv
- FTP
Business References
Available Upon Request
Timeline
Vice President, Customer Success
Snapfulfil WMS
01.2022 - Current
Customer Success Manager, North America
Snapfulfil WMS
01.2019 - 01.2021
Product Manager
Snapfulfil WMS
01.2015 - 01.2019
Project Manager
Snapfulfil WMS
01.2011 - 01.2015
Senior Consultant
Boxcar Central, Inc.
01.2004 - 01.2011
Regional Analyst
Southeastern Freight Lines
01.1998 - 01.2004
Logistics Officer
Department of the Army
01.1988 - 01.1998
B.A. - Computer Science
Indiana University of Pennsylvania
M.A. - Business Administration
Webster University
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