Canada

Generalist Product Management

Technical Product Management

Project Management

Business Transformation

Master's degree

Engineer's degree

Carl Hajal

Senior Software & Robotics Segment Manager

Public Speaking

Product strategy

Communication

Collaboration

Stakeholder management

Leadership

Python

Salesforce

ChatGPT

Figma

Zendesk

I am responsible for driving the growth of our software products and annual recurring revenue, utilizing a multifaceted approach. 
My role involves close collaboration with customers, Sales, Product Management, Engineering, and Marketing teams. Together, we align strategies, execute our shared vision, and are committed to ensuring customer success and product adoption.

• Achieved impressive business objectives: NPS of 77, SLA response time of 98%, and CSAT of 96%, 70% recurring business
• Successfully launched after-sales services, developing go-to-market strategies, messaging, and coordinating cross-functional efforts to drive market penetration
• Developed a comprehensive customer success vision & strategy focused on ensuring successful deployment, retention, and growth, resulting in increased customer satisfaction, improved retention, and expansion opportunities
• Collaborated closely with product management, engineering, and sales teams to translate customer needs and market insights into innovative product enhancements and features
• Proven ability to analyze market trends, conduct competitive analysis, and gather customer feedback to drive data-driven product decisions and prioritize product roadmap initiatives
• Built and led high-performing teams of automation engineers in North America and Europe, fostering excellence and collaboration
• Oversaw post-sale journey, providing valuable insights for satisfaction and adoption
• Leveraged strong business acumen to successfully implement the Win-Scale framework, driving a significant reduction of resolution time by 31% and surpassing business objectives
• Established the voice of the customer sync with every department, incorporating it into their strategic decision-making
• Implemented a root cause analysis process, to improve the product quality and reduce client cases
• Strong technical background in industrial automation and robotics, facilitating effective communication with engineering teams
• Led Zendesk implementation, integrating with Salesforce for streamlined support and data-driven decision-making
• Managed product recalls, safety notices, and associated logistics, ensuring compliance, customer communication, and risk mitigation
• Demonstrated exceptional problem-solving, conflict resolution, and stakeholder management skills in highly escalated client situations

• Designed, programmed, and validated automation systems based on client's specifications using Python
• Programmed and validated robot applications (Fanuc, Doosan, Universal Robot, EPSON) to optimize manufacturing processes and reduce cycle time.
• Provided valuable feedback to the Vention Product Development team on new features and improvements for the Vention automation platform
• Led the project management of several high-priority client systems integration, collaborating with cross-functional teams to ensure timely and successful project delivery. Managed project timelines, budgets, risks, and stakeholder expectations to ensure project success
• Collaborated with the sales team and application engineers to participate in over 50 client discussions and identify best-suited solutions for our clients
• Developed and maintained a range of support assets for Vention's clients, including user manuals, how-to guides, and troubleshooting guides, resulting in a reduction in support requests
• Established the foundations for a Vention technical user community
• Provided timely engineering support to over 100 clients and led several high temperature situations successfully

• Supported the development of the new control system allowing the connectivity of cloud-based applications, such as Maintenance AI.
• Developed the following software packages, vital for digitalization and connectivity effort: 
- UA Datalogger: an application to log the telemetry data from OPC UA server  
- UA Aggregation server: an OPC UA server collecting data from many severs and acting  as a single datasource for Datalogger  
- UA PPT:  a black-box equivalent, an application that records data before and after turbine emergency stop at high frequency to be made available for diagnostic purposes 
• Softwares were developed using the .NET development platform and the programming language C#

• Designed and implemented software solutions for improvements and fixes for the SGT-A65 gas turbine control system
• Performed verification and validation by using desktop and hardware simulation to ensure the optimal software solutions were developed.
• Updated Siemens documentation (EPLAN) for Alarms & Trips along with their respective response procedures.
• Aided in the development of a desktop simulation tool to be used with Siemens TIA software

Carl Hajal🇨🇦