Open to opportunities

Clayton Griffin

@claytongriffin

Implementation & Customer Success Leader | Enterprise SaaS | Onboarding, Deployment & Go-Live | Client-Facing Technology

United States

Message

What I'm looking for

Seeking remote or Tampa Bay opportunities in Implementation, Onboarding, Customer Success, Deployment, or Program/Project Management. I’m strongest in client-facing SaaS roles involving discovery, configuration, integrations, testing, training, go-live, adoption, and optimization. Especially interested in SaaS, live-event/sports technology, POS/payments, and technology services

I’ve spent my career helping customers succeed with technology. The industries and platforms have changed, but my approach has remained consistent: listen to the customer, understand what they are trying to accomplish, learn the technology, solve the problem, and make sure they can successfully use the solution.

My experience spans SaaS implementation, customer success, onboarding, deployment, technical support, service delivery, POS and payments, and enterprise technology.

I began my career supporting Florida healthcare providers as a Medicaid Field Representative for Unisys. As part of the implementation team, I developed procedures and training materials, trained users, analyzed billing issues, and worked directly with customers to solve operational problems.

At Computer Generated Solutions, I led an IBM-contracted technical support team supporting PwC’s VPN environment. That experience developed my foundation in technical troubleshooting, team leadership, knowledge management, training, and coaching. I continued developing those skills at PwC and later as a manager with Tata Consultancy Services, adding enterprise service delivery and ITIL-based service management experience.

My career then moved into SaaS.

At Revel Systems, I developed deep expertise in cloud-based Point of Sale technology, troubleshooting complex configurations and helping turn at-risk customers into advocates.

At SmartCare, I found how much I enjoyed implementation and hands-on customer onboarding. I configured accounts and devices, trained users, supported onsite deployments, and helped customers successfully launch their technology.

Then came Venuetize, where I joined as employee #6.

Working in a startup meant there wasn't always an existing process or playbook. I helped build them. My responsibilities have included SaaS implementation, requirements gathering, system configuration, integrations, testing, content management, documentation, client training, go-live support, troubleshooting, process improvement, and ongoing customer success.

That work has taken me into professional sports and live events, supporting technology used at MLB ballparks, MLS venues, NBA and NHL arenas, NFL stadiums, PGA golf tournaments, and a Super Bowl. It has also given me experience with POS systems, payments, digital wallets, mobile ordering, identity verification, mobile applications, APIs, and third-party integrations.

I’m now looking for my next opportunity in Implementation, Onboarding, Deployment, Customer Success, Client Success, or Program/Project Management. I’m particularly interested in roles where I can combine customer relationships, technology, implementation leadership, and problem solving to help customers successfully launch and adopt complex solutions.

Experience

Work history, roles, and key accomplishments

Current

Manager, Software Applications

Current

IGT

Dec 2016 - Present (9 years 10 months)

Lead SaaS implementations for sports and live-event clients, including 4 MLB and 2 MLS teams. Manage discovery, configuration, integrations, testing, training, go-live and optimization. Experience spans mobile apps, POS/payments, digital wallets, mobile ordering, APIs and IDmission identity verification. Partner with Product, Engineering and clients to drive successful deployments and adoption.

SaaS Implementation System Configuration Integration Support APIs Stakeholder Management Risk Management Jira Confluence Salesforce Process Improvement Change Management

Customer Success Manager

SmartCare

Dec 2015 - May 2016 (5 months)

Managed SaaS onboarding and implementation for veterinary practices, including configuration, hardware setup, training, onsite deployment and go-live support. Built strong client relationships while troubleshooting technical and operational issues. Developed an improved training and implementation approach that reduced typical onsite deployment time from two days to one.

Onboarding and Support Implementation Services Client Management

Escalation Support

Revel Systems

Jul 2014 - Dec 2015 (1 year 5 months)

Provided Tier 3 support for cloud-based POS and payment technology, resolving complex technical and configuration issues. Partnered with at-risk customers to understand business needs and configure inventory, matrix products and recipes. Served as a product SME, managed escalations and translated customer requirements into practical solutions that improved the client experience.

Support Services Onboarding and Support

NOC Lead

Serve Virtual Enterprises

Sep 2013 - Apr 2014 (7 months)

Led second-shift Network Operations Center operations, managing incident response, service availability, technical escalations and SLAs. Coordinated priorities and resources, owned complex issues through resolution and communicated business impact to stakeholders. Managed shift handoffs and partnered across technical teams to restore services and improve operational processes.

Service Desk Manager

Tata Consultency Services

Mar 2011 - Sep 2013 (2 years 6 months)

Managed enterprise technology service delivery and support operations in a global environment. Led teams, monitored SLAs and KPIs, managed escalations and partnered with business and technical stakeholders to improve service quality. Applied ITIL service management practices to incident, problem and operational processes while supporting continuous improvement and customer satisfaction.

IT Coordinator

PriceWaterhouseCoopers

May 2002 - Feb 2011 (8 years 9 months)

Supported PwC Global Financial Systems in an enterprise technology environment, coordinating service delivery, escalations, training and knowledge management. Helped develop and train a new 30-person support organization that achieved SLA targets ahead of expectations. Worked across technical and business teams to improve processes, documentation and customer support.

Team Lead

Computer Generated Solutions

May 1997 - May 2002 (5 years)

Led a 12-person evening/weekend support team contracted to IBM during the launch of support for PwC's VPN client. Monitored service activity, coached representatives, identified training needs and implemented corrective actions. Provided technical and customer support, assisted with candidate interviews and helped establish effective processes for a new enterprise support operation.

Medicaid Field Representative

Unisys

Feb 1994 - May 1997 (3 years 3 months)

Served as a regional Medicaid Field Representative supporting healthcare providers in Pasco and Pinellas Counties. Participated in implementation, developed procedures and training materials, trained medical staff on Medicaid claims, analyzed billing reports and resolved provider issues. Planned and led training seminars and presentations and completed Unisys Total Quality Management training.

Current

Celebrity Guest Handler / Liaison

Current

Freelance

May 2016 - Dec 2026 (10 years 7 months)

10 years of paid and volunteer live-event experience supporting celebrity guests and agents at conventions. Coordinate guest schedules and changing event needs, manage autograph/photo sales and cash handling, track transactions, organize signing areas, communicate guest requirements to attendees, and provide high-touch VIP service in fast-paced event environments.