KARLA NEMA

Program Manager, Customer Success

• BS, Computer Science – Louisiana State University
• Fulbright Scholar under LASPAU’s CAMPUS program
• 3 yrs of Computer Engineering – Universidad Nacional de Ingeniería, Nicaragua

Work Experience (current to oldest)

• 5 years – Senior Manager, Business Performance Manager 
• 3 years – Technical Development Manager
• 3 years – Production Support Manager
• 2 years – Systems Maintenance Engineer
• 4 years – Sr. Applications Engineer, Technical Support 
• 1  year – Software Developer, Baan ERP
• 2 years – Software Developer, Generalist

Summary 

Over 17 years of multi-industry experience in business performance, SaaS, and customer support and program management. Currently working as a Client Relations and Project Manager focused on improving overall business performance, and achieving long-term customer satisfaction and retention. Work directly with Client Relations and Business Consulting Services, providing feedback for better customer retention rates and customer satisfaction. Role encompasses proactive communications and standardization of best practices.  Business Manager capable of identifying customer’s needs or issues and translating them into projects successfully driven to completion. 

Key Contributions 

Client Relations Manager, CLASS Consulting Group 2015-current

Lead Client Relations and Client Acquisition teams to build and Maintain relationships with new/existing accounts and gauge impact of work on clients. Manage customer prospects and inquiries generated by the Marketing team, collecting business requirements for multi-functional projects.

Technical Development Manager, PrO Unlimited 2007-2009

Led diverse, cross-functional teams in the fulfillment of requirements, quality and bottom-line objectives. Led a team of software engineers in the building of the Business Analytics piece of the application. Administered mass datacenter migrations (200+ customers impacted). 

Production Support Manager, PrO Unlimited  2006-2008 

Managed production support and maintenance engineering operations for a cloud based application setup. Key factor in developing the production support team and CSM specific KPIs to improve customer experience and ensure the company’s movement in the right direction. 

Senior Tech Support/Systems Maintenance Engineer, PrO Unlimited 2004 -2006 

Supporting SaaS based Wand VMS platform as Development’s point of escalation for Production Support Issues. Performed maintenance engineering in Perl and Java environments.  

Professional Ideals

• People first
• Communication is key
• Calm, Focused & Agile
• Support/Lift others
• Grit
• Big on listening!
• Taken on big challenges 
• Display strong values 
• Execute  tough decisions
• Cross functional collaboration

Strengths

• Cross Functional Team Leadership
• Conflict Management & Resolution
• Business Development
• User Experience & Improvements
• Program Management
• Analytical & Problem Solving Skills
• Capacity Planning 
• Staff Development
• Organized and focused
• Languages: English, Spanish, Hindi

Leadership and Activities 

iMentor Bay Area, mentor
LOFT Coders (Code as a Second Language initiative)
Explorabox, volunteer
Family Engagement Committee member, FUHSD
Volunteer Coordinator for LearnStorm program, Khan Academy

Match Coach (Math Olympiad, AMC, Math Counts), FUSD/CUSD