Brian Hardt Email & Phone Number

East Aurora, Ny, Us

Working with Digital Enablement team to explore and define the most value-added use cases for application of generative AI technologies. Do deep dives on the requirements, mutually explore the applicability of the technology, the opportunities and challenges of the stakeholder teams or departments and help them adopt new solutions to improve their effectiveness and productivity.• Engage with the stakeholders to prioritized use cases for Generative AI.• Work with Product Manager to manage backlog and write user stories.• Explore vendors who provide relevant commercial solutions and help narrow the solution options.• Assist and communicate with Legal and IT Security to develop established guidelines for product use

East Aurora, Ny, Us

Develop and implement initiatives to further the goals of creating valued partnerships across Moog to include EHS early and often in business decision-making, creating an environment of collaboration, mutual respect, and understanding. • Build and own the vision and roadmap for EHS data products that align with the overall strategic intent. • Managing EHS data domains and prioritizing product backlogs• Creating user stories, defining acceptance criteria, and implementing process in cross-functional teams.• Push 15 data products into production.• Work with Environmental, Health, & Safety Steering Committee to direct development of company-wide goals, including strategy development, data collection, reporting, analysis, adoption, and support across all Moog sites.• Pilot EHS Ticketing system in partnership with Moog IT to help manage, document, and resolve over 12,000 annual EHS request. Analyze data to more effectively manage EHS resources.• Create EHS Leadership Training path, collaborate to build Technical Skills Assessment tools for EHS professional, and launch pilot program that helps corporate, operating groups, and affected personnel to develop and optimize EHS talent across the business.• Built and managed the EHS Data team to provide a trusted, single version of the truth for strategic and tactical decision making around EHS for Moog.

Boca Raton, Florida, Us

Worked across the company to implement a strategic shift from a product-based approach to a value-based approach to customer interactions. Scaled CS department to create formal framework for post-sales customer lifecycle, incorporating industry best practices. • Secured 103% net revenue retained and 98.5% renewal rate through creation, design, and implementation of new B2B customer success model across multiple business lines and seven customer success teams affecting $8.9 million in re-occurring revenue• Partnered with marketing on initiatives to increase cross-sell lead creation and brand advocacy, resulting in 5% boost in qualified leads and over 400 referrals over two quarters.• Collaborated with CS leadership to develop annual department strategic priorities and align team metrics across seven teams• Pioneered initiative to create time-to-first-value accelerator during contracting and sales conversion stage.• Reduced technical onboarding time by 10% by conducting user research, capturing pain points, and implementing internal solutions.• Designed customer segmentation model for customer success and account managers to properly allocate resources for enterprise, mid-market, and SMB.• Developed and maintained cycle of continuous improvement and delivery of customer success practices and strategies to grow customer lifetime value.• Mapped and continuously improved customer success journey across four business lines with product managers and marketing.

Boca Raton, Florida, Us

Product owner of new customer relationship management software system adopted companywide. Built and managed system data and business processes. Drove one-to-many messaging for customer retention marketing across two different business lines reaching 800+ customers. • Designed and deployed Voice of the Customer and NPS programs to create actionable customer insights, user stories, and business requirements, leading to 11% increase in NPS scores.• Created, managed, and deployed customer retention communication and marketing strategy across two business line reaching 800+ customers.• Product owner of new CRM system as Certified System Administrator, including data management, business process development, internal training, and automation efforts company wide.• Built and managed data analytics and reporting for business intelligence, team metrics, reporting dashboards, and executive KPIs • Partnered with product and marketing to develop feature release strategies, conduct competitor research, and codify customer feedback.

Boca Raton, Florida, Us

As a Customer Success Manager, I successfully led a portfolio of 40+ clients through technical implementation, onboarding, training, and configuration processes across the strategic planning and assessment product lines ensuring an exceptional end-to-end customer experience.• Led the re-design of client training processes reducing onboarding time by 21 days.• Created and maintained a library of user content, functional product guides, technical documentation, and a collection of best practices• Wrote marketing and content messaging for one-to-many communications• Created and run internal and client facing training regarding authentication, single sign on, digital identify, and data exchange best practice• API guidance and documentation

Bowling Green, Oh, Us

Qualitative and Quantitative research focusing on Formal Modeling and Statistical Analysis, Program Review and Development, Curriculum and Instructional Design. Taught multiple courses per semester in-person, online, traditional students, adult learners, First Generation students.

Cullowhee, Nc, Us

Buffalo, Ny, Us

Buffalo, Ny, Us

Doctor Of Philosophy (Ph.D.), Political Science And Government

Bachelor'S Degree, Communication, Journalism, And Related Programs