Professional Summary
Project Manager and SaaS Implementation Specialist with 6+ years of experience in client-facing technology delivery, customer success, and business-platform implementation. Currently leading Simpplr intranet implementations at Endava, coordinating requirements, scope, timelines, stakeholders, risks, testing, go-live, and adoption. Delivered 47+ implementations, with a strong background in customer onboarding, process improvement, technical troubleshooting, and user enablement.
EU citizen relocating to Germany, continuing to serve English-speaking, international clients — seeking remote-friendly Project Management or SaaS Implementation roles. PMP preparation planned for 2026/2027.
Core Skills
Professional Experience
Senior Business Platforms Specialist | Project Manager — Simpplr Implementation
02/2024 – Present- Lead the end-to-end delivery of 47+ Simpplr intranet implementations, from requirements gathering through go-live and adoption.
- Coordinate engineering, business, product, and client stakeholders across scope, timelines, dependencies, risks, and decisions.
- Translate business needs into implementation plans and align technical delivery with organisational objectives.
- Support testing, user enablement, documentation, knowledge transfer, and post-go-live adoption.
Customer Success Manager
07/2021 – 01/2024- Managed customer support, technical troubleshooting, product demonstrations, and user guidance for an online learning platform.
- Reduced inquiry response time by 40% and achieved a 95% first-contact resolution rate through process improvements and structured troubleshooting.
- Built and maintained a customer knowledge base and communicated recurring issues to internal stakeholders. Dean Vaughn Support Help Center →
Customer Success Manager
12/2019 – 06/2021- Managed onboarding, account support, and post-sale engagement for business customers using an enterprise SaaS platform.
- Improved onboarding structure, customer activation, and product understanding.
- Coordinated customer needs and issues with internal support, product, and technical teams.
Earlier Experience
Customer Support Specialist — Bellabeat 04/2019 – 11/2019
- Customer support via email and chat.
- Processed orders and handled shipping/tracking follow-up.
- Resolved common account and product questions, escalating edge cases when needed.
Direct Sales Specialist — British American Tobacco 08/2018 – 04/2019
- Customer-facing direct sales execution and relationship building.
- Supported sales tracking and day-to-day pipeline follow-up.
- Ensured consistent communication and smooth handoffs across stakeholders.
Business English Teacher — HalPet LLC 01/2016 – 01/2019
- Prepared and delivered business English courses for corporate and public-sector clients.
- Tailored lessons to role-specific needs (meetings, presentations, email communication).
- Created learning materials and tracked learner progress over time.
Freelance Interpreter & Translator 01/2011 – 01/2019
- Provided freelance interpretation and translation.
- Delivered accurate, audience-appropriate translations across topics and formats.
- Managed deadlines independently and coordinated with clients end-to-end.
- Selected conference assignments — view conference list →
Education
Master's Degree in English Language and Literature, Translation and Pedagogy
Faculty of Humanities and Social Sciences, Osijek · 2006 – 2011
Certifications
Google Project Management Professional Certificate — Google / Coursera 2026
Business Analysis: Process Modeling & Requirements Gathering — SkillUp 2026
Foundations of Agile Project Management — Google 2026
EF SET English Certificate — 89/100, C2 Proficient 2026
Verify: cert.efset.org/swHEJc
- In progress: PMP Certification — preparation planned for 2026/2027
Tools & Languages
Portfolio
🔍 Click to expand examples of content I've produced throughout my career.
Dean Vaughn Knowledge Base and Playlist
Dean Vaughn Help Center
Welcome! These resources will help you set up and configure your Dean Vaughn instructor account.
sites.google.comDuring my time at Speck LLC (Dean Vaughn), I single-handedly built a knowledge base for our customers. I also recorded, edited and uploaded a number of how-to videos (playlist linked below).
Dean Vaughn Courses — Enrolling Your Learners
To enroll students into your Dean Vaughn course, you will need to set up classes (sections) and then add those students in your Course Administration - Classlist page.
youtu.beSimpplr Internal Intranet instance and Knowledge Base
At Endava, I led Simpplr intranet implementations as a Business Platforms Specialist and created a dedicated internal instance for our team. I authored 90% of the platform's content—turning it into an intuitive, interactive knowledge base.