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Project Manager | SaaS Implementation Specialist
Client Onboarding · Business Platforms · Stakeholder Coordination
Based in Croatia | 🇩🇪 Relocating to Germany 🇩🇪
Phone: +385 95 500 2662 · Email: msalic@pm.me · LinkedIn
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 enterprise SaaS 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.
Seeking project-management and SaaS implementation opportunities in Germany; planning to begin PMP preparation in 2026/2027.
Core Skills
Delivery & coordination
Project coordination
Stakeholder management
Cross-functional delivery
Risk and issue tracking
Implementation & adoption
SaaS implementation
Requirements gathering
Platform adoption
Process improvement
Enablement & docs
User training
Documentation
Technical troubleshooting
Client onboarding
Professional experience
Senior Business Platforms Specialist | Project Manager
Endava · Osijek, Croatia · Hybrid · 02/2024 – Present
Lead the end-to-end delivery of 47+ enterprise SaaS 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
Peterson's LLC / Speck LLC · Remote · 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. Click here to access the knowledge base: Dean Vaughn Support Help Center
Customer Success Manager
Sedam IT d.o.o. / Paldesk · Zagreb, Croatia · Hybrid · 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: Conference interpreting 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
Planned for 2026 / 2027: PSM I, Salesforce admin, PMP
Tools
Jira · Asana · Trello · Teamwork · Rocketlane · Salesforce · HubSpot · Zendesk · Microsoft Office · Google Workspace · Notion · WordPress · SQL · Confluence · OnRamp · Intacct
Languages
🇭🇷 Croatian : Native 🇺🇸 English : C2
🇪🇸 Spanish: B2 🇩🇪 German: A2
Portfolio
Dean Vaughn (Speck LLC)
During my time at Speck LLC (Dean Vaughn), I single-handedly built a knowledge base for our customers. These resources are meant to facilitate activities like user enrollment, course management and analytics. I also recorded, edited and uploaded a number of how-to videos (playlist and knowledge base linked below).
Simpplr 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—including step-by-step guides, onboarding walkthroughs, video tutorials, pricing sheets, and release updates—turning it into an intuitive, interactive knowledge base. This enabled our team to test features firsthand, streamline knowledge sharing, and stay fully prepared for new product rollouts.
Contact me
If you are interested in working together or would like to learn more, please feel free to reach out!
Email: msalic@pm.me
Linkedin: https://www.linkedin.com/in/sakalic/
Phone: +385955002662
Google Sites
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