Kyle Utley

As a Consulting Project Manager, I successfully led NetSuite, Oracle, and custom solution projects across diverse industries including automotive, clothing, commercial clinics, and artificial intelligence. My responsibilities included overseeing key project management functions such as estimate at complete tracking, scoping, budgeting, change requests, and status reporting to C-Suite executives. Additionally, I developed training plans and managed project teams of up to 15 individuals. I also contributed to enhancing internal PMO practices and standardization, while effectively managing custom software solution implementations. These efforts resulted in successful implementations, driving significant business value, increasing customer success, and ultimately contributing to profit growth. This role enabled the leverage of key skills in adult learning, software implementation strategy, and leadership.

Preferentially selected as a consultant to focus on streamlining implementations of Avalara’s newly acquired or newly developed products. Focusing primarily on Avalara’s Cross-Border solution for clients focused on spearheading international tax compliance. The scope of this role is to not only implement this product to a book of business containing 60-70 businesses totaling 150-180 projects but also to deep dive into its functionality, versatility, user interface, user experience, and other factors that improve the adoptability of the product. Working closely with the product management and product development team to cyclically review, revisit, and enhance the product for improved implementation and increased ease of use. These efforts have resulted in increased deployment/ “go-live” velocity, a better customer experience, and the process of sending this product to the standard implementation team for implementations of General Availability products and services. This allows my team to focus on other new upcoming products and services to optimize for General Availability.

Led the two largest SmartGov implementation projects at Dude Solutions, optimizing business processes and performing system performance gap analysis. Managed go-live training for 500+ users across multiple deployments, enabling online applications, payments, inspections, and seamless electronic plan reviews. Drove efficiency improvements for municipalities while ensuring compliance with laws and regulations. Collaborated with product and engineering teams to enhance SmartGov’s functionality based on industry best practices. Also supported minor jurisdiction implementations and provided ongoing training for new and existing clients.

Reputably chosen, based on professional military experience, to perform as a product trainer for the company’s most profitable product, SMARTGOV. This role involved training, curriculum development, and application of adult learning principles. Assigned to lead various training events for customers across the United States to provide customers with a better understanding of how SMARTGOV will enhance current business and government practices regarding permitting, license, and code enforcement processing. The quality of training was directly reflected by the decline in customer support cases.

Professionally assisted existing customers with system difficulties, errors, and other unknown issues. Conducted software troubleshooting and problem-solving to allow county and city governments to continue processing permits, licenses, and code enforcement cases promptly. Issues are typically resolved by providing customers with step-by-step instructions and working with software engineers to correct “bugs” in the software. Additionally, it is designated as the main point of contact for 20% of all customers. Responsible for making monthly contacts, executing upsell opportunities, and discussing and negotiating current contracts, services, and system capabilities. A proficient knowledge base and drive to learn resulted in a decrease in the number of customer support cases from 430 open cases to 50 open cases within 4 months, improving the customer service success rating to 97%.