Brian Nicholson Email & Phone Number

Colleyville, Tx, Us

Colleyville, Tx, Us

Boston, Ma, Us

• Member of the executive management team with the CEO, CIO, CTO and CFO• Responsible for Academic HealthPlans (AHP) post-sales organization (40+ employees), including Operations, Account Management, Client Experience, Business Process Management and IT/Development• Work directly with Account Executives and key stakeholders on all key accounts, ensuring 99+% retention year-over-year• Reorganized previous back-office structure (enrollment reps, waiver audit agents and customer care agents) into one Client Experience team, resulting in a scalable model for current and future customer growth as well as internal growth opportunities for high-performing employees• Outsourced select business processes that are seasonal in nature, allowing for overhead cost reduction• Implemented Zendesk for all internal and external tickets (100,000+ per year), utilizing workflows, rules engine and auto assignments to eliminate manual steps and improve overall operational efficiency• Played lead role in moving entire organization to a fully remote model when COVID-19 hit within two business days of corporate direction• Served as project manager on office move (downsized due to remote/hybrid staffing model)• Work directly with carrier partners to implement new or moving (from one carrier to another) clients• Worked with IT & Operations staff to move the company to a fully paperless environment• Chair the committee tasked with moving all AHP university clients from the current legacy systems to a newly developed, custom enrollment/waiver/plan administration system (beginning in 2022)

Boston, Ma, Us

Dallas, Tx, Us

• Report directly to the Owner & CEO• Worked closely with the Owner and CFO on all aspects of the acquisition of BizNet by TA Associates/insightsoftware from December 2018 through March 2019• Responsible for BizNet's Customer Success team of 14, including Customer Care, Customer Advocacy/Rewards Program (Influitive), Customer Support (Product), and Training/Consulting; and the Operations team of 3, including Product Release Management, IT and all back-office systems

Dallas, Tx, Us

• Reported directly to the President• Responsible for BizNet's Customer Success team of 8, including Customer Care, Customer Advocacy/Rewards Program (Influitive), and Training/Consulting; and the Operations team of 3, including Product Release Management, IT and back-office systems • Worked directly with partners to carry out licensing agreements for various BizNet products• Implemented Net Promoter Score (70+) and Customer Advocacy/Rewards Programs (Influitive) to take advantage of engaged customer base, as well as a customer onboarding program for new customers, creating a clear path from purchase to adoption• Developed “Key Account” program for Customer Care team, resulting in increased number of proactive touchpoints between the Customer Care team and customers• Launched an E-Commerce engine, automating the order, payment and distribution processes in order to eliminate manual order-entry and fulfillment steps• Led systems integrations projects, eliminating multiple data entry points across CRM, E-Commerce and distribution/licensing solutions, creating a single source of truth• Implemented a subscription product training program, consisting of on-demand training, live sessions, and on-site training and consulting• Executed a project-based solution (ERP/CRM specific applications) development life-cycle in order to accurately predict release management timeframes• Played lead role in the planning and execution of Excelapalooza, BizNet's annual user conference with 175+ participants • Built a product release lifecycle across all departments, and hired a Product Release Manager to handle day-to-day responsibilities of the product release process• Established an early adopter program for all new products, prior to full market release• Implemented and maintained a product distribution and licensing system (Flexera), including product catalogs, documentation, file versions, customer account records, customer entitlements, internal/external notifications

Coppell, Tx, Us

• Directly reported to CEO and member of senior management team, representing the customers in all company decisions• Built a customer-first attitude within, resulting in a customer retention rate of over 96%• Responsible for all aspects of post-sale client interaction and day-to-day project management and communication for 200+ customers• Expanded the client services team to 10 full time employees to better manage relationships with current and new customers• Hired, trained and managed document composition team, formed to build workflows and layout for all new document types (utilizing GMC software suite)• Worked with sales to improve customer transition from sales to implementation • Developed Statement of Work models for all product lines to better manage project timelines and customer expectations • Served on strategic team to improve online Client Portal enhancements, managing all user testing within Client Services team and customer base

Coppell, Tx, Us

• Hired, trained and managed client services team (6 employees) that served all customers in every aspect of post-sales• Implemented time-tracking methods to properly evaluate projects, customers and client services representatives, creating equal distribution of customers across the team• Executed project tracking system to manage customer change requests and new projects• Hired, trained and managed implementation team to work closely with all new customers, improving the initial client relationship and moving all customers to production more efficiently• Worked with CEO and CTO to create all specifications and user interface for newly developed client portal; managed client portal roll-out to 170+ customers• Developed and managed Lanvera’s tax form processing methods, resulting in 600,000+ tax documents processed each year• Represented Lanvera at trade shows attended by current clients and prospects

Coppell, Tx, Us

• Served as primary point of contact for 70+ clients• Developed methods and documentation for customer processes, including job set-up, inventory ordering, materials movement and change management• Hired and trained additional client services representatives and managed all customer inventory• Retained 100% of customer-base, expanding the relationship with those customers to additional product offerings

• Helped build a client services team of 50 for an internet start-up that specialized in web sites for the private club industry• Worked with over 700 private clubs and strategic investors, including ClubCorp Inc. and Fairmont Hotels and Resorts, to provide interactive, online member communities • Managed the “High Profile” team within client services; responsible for the day–to-day interactions with the largest and most prestigious clubs in the Lifecast.com network• Managed the operations team, that used custom applications to build and maintain sites for all clubs in the Lifecast.com network