New Executive Team structure focused on serving the needs of the customer throughout the relationship.
AUSTIN, TX –January 6, 2015— Dovetail Software, a leader in web-based HR case management and help desk software, today announced that Dwane Lay has been promoted to the role of Vice President of Customer Experience. In his new role, he will be responsible for overseeing the customer life cycle, including software implementation, support, account management and professional services. This is in addition to his ongoing work analyzing prospects’ and customers’ current HR processes and recommending improvements to aid in adoption efforts, as well as serving as Dovetail’s subject matter expert on HR reporting and analytics.
Since joining Dovetail in 2012, Lay has led the implementation function for customers globally. In his new role, he will continue to lead the critical task of building and maintaining relationship across the Dovetail spectrum. Lay brings with him a career of working in Human Resources for medium and large companies, focused on designing and implementing key HR processes in the employee life cycle. His background also includes experience working with HRIS management and implementation, including optimizing the HR function to fully leverage new systems.
“Dwane has been critical in setting up our customers for success since his arrival,” says Stephen Lynn, CEO of Dovetail. “I’m thrilled to have him in a position to continue developing our high standards of customer experience that our customers have come to expect. His passion for our customer is unrivaled, and is exactly the mindset we look for across our organization.”
“I’m incredibly excited for this new opportunity,” states Lay. “As our product evolves and provides additional ways to assist the Human Resources professional, we want to make sure every one of our customers is in a position to get the most of out of their technology investment. Having spent time as a practitioner, I know how important the relationship with a key vendor can be. We’re proud of the partnerships we have built with our customers, and look forward to doing great things for and with them going forward.”
Dwane holds an MBA from Lindenwood University in St. Louis, MO, is a certified Senior Professional of Human Resources with HCRI, and has earned a Six Sigma Black Belt.
About Dovetail Software
Dovetail Software delivers a SaaS-based HR case management and help desk solution that manages and tracks employee interactions with HR—including employee grievances and general policy questions, payroll and benefits, recruiting-related questions and compliance issues. Dovetail customers cite cost reduction of supplying support, increased productivity, access to complete records of employee interactions with HR, and visibility into analytics that help them improve their processes as key product benefits.