Bryan Long Email & Phone Number

Indianapolis, Indiana, Us

As the Manager, Customer Success, I lead a high-performing Customer Success team dedicated to empowering clients to achieve their goals and realize the full value of our platform. I oversee the development and growth of the team, including Customer Success Managers, Enterprise Customer Success Managers, and other supporting roles. I also build and implement scalable systems, processes, and strategies to ensure that our clients are successfully onboarded, fully engaged, and growing their usage of our platform.

Indianapolis, Indiana, Us

The strategic customer success manager for enterprise healthcare clients - pharmaceutical, provider (large hospital systems), and insurance/payer companies.

As a Principal Services Program Manager, I specialize in enhancing the process from Sales to Services, ensuring a seamless transfer of information. I spearheaded the development of a custom tool, now used across all sales divisions (200+ sales reps and pre sales reps), streamlining the transfer of critical information to our Services teams. This innovation has led to a significant reduction in post-sales escalations and improved knowledge transfer between teams. This tool ensures the project goes to the right delivery team and also provides valuable information from our welcome team when reaching out to the customer to welcome them to UKG. I am responsible for optimizing processes and enhancing collaboration, while driving efficiency across UKG.Project Bolt - A special team created to reduce our TTL for all PRO WFM projects. This team looked at every aspect of the organization to determine what was and wasn't working efficiently. After our analysis we created new processes, tools, trainings, and reduced the overall TTL for all PRO WFM projects. I was assigned to focus on what happens after a deal is closed/won and handed over to our services team. Creating the Slot Tool now S2S tool, that streamlined the process and reduced escalations and allowed us to kick off projects more timely among a number of other things.

My team worked on projects with companies that ranged from 200 - 18,000 employees. (See job responsibility below, as Kronos merged and changed names)

Lowell, Ma, Us

At Kronos I managed an amazing team of 15 talented individuals that work on projects for companies of all sizes (200 -18,000 Employees) implementing UKG Ready. Exceeding team goals by 115% 3 consecutive years.• Managed a team of employees by providing goals, feedback, development, and continued learning.• Provide technical leadership and guidance to the team to ensure projects are completed within expectations.• Collaborate with direct team members, Project Managers, and peers to establish monthly delivery forecast that align with established organizational goals.• Work with peers to assign projects based on skill, experience, and availability; clearly communicates task priorities, helping team members to adjust workload as needed.• Anticipate problems or situations that could affect the team or peers. Assess the potential impact and develop and execute the best work solution.• Manage escalated situations, establish appropriate remediation plans, and execute the plan to remedy the situation.• Track and monitor all team projects and engage as necessary to remove road blocks and ensure successful project delivery.• Monitor team member performance and productivity metrics.• Create a collaborative environment within the direct business team and throughout Kronos.• Encourage open and honest communication within direct team as well as across the organization.• Continually solicit feedback from team members, peers, and supervisors in an effort to find new or better ways to operate, improve efficiency, and/or develop themselves.• Drive the business to continually improve processes and efficiencies. This includes practicing risk taking as well as creating an environment where employees take risks.• Ensure all personal and team administrative tasks are completed timely and accurately.• Ensure all personal are following the established best practices and methodologies.• Maintain fiscal responsibility within your team.

Indianapolis, In, Us

Indianapolis, In, Us

As the implementation manager I work with both our new customers and existing customers on the following. * Kick off - identify the key players at each organization that need to be trained regarding our product.* Training - Train all levels of employees at each organization on the proper way to use all our different products.* Follow Up - Monitor and assure everyone at each organization is properly using our software during and after the 60-90 day implementation.Additionally I've worked on creating a customer facing training portal that includes how-to videos and documents that allow our customers to have an on demand spot to learn and answer most of their questions. I also train current customers that need additional training, and work with my team to come up with new ways to make implementations faster, and also fix any ongoing issues that may continue to come up.At any given time, I'm overseeing roughly 30 open projects.

Indianapolis, Indiana, Us

• Work directly with the CIO to aid the company in business & IT needs• Managed project: migrating 450 exchange mailboxes to Office 365• Managed project: field employees moved from turning in time on paper, to now turning in via smartphones and a website thats integrated with our payroll process.• Training/Education: Train employees on new process and projects. Also hold quarterly IT webinars for employees to attend to learn more and ask questions.• Implemented an asset, purchasing, and ticketing tracking system for IT.• Implemented a program to collect time from remote employees in the field via cell phones and laptops.• Cut cost and managed company cell phones roughly 500 devices • Manage eleven branch locations IT issues across the country• Travel to branch locations to assist on a monthly basis, as well as job sites• Assist remote employees on any technical issue via telephone and email• Setup and manage VOIP, IPhone, Blackberries & Windows Mobile phones• Selected and deployed virus protection software company wide• Setup and purchase new software and hardware for new and current employees

Indianapolis, In, Us

• Owns the goals and objectives, and therefore the success, of the customer.• Oversees the implementation of new customers, working with project management and website development to ensure high user adoption.• Resolves customer issues and answers customer questions.• Proactively communicates with customers to ensure progress against objectives and to keep customers notified of changes.• Analyzes customer usage and success, utilizing data and reports.• Recommends best practices to meet objectives.• Connects similar customers together to increase communication and satisfaction.• Manages all customer agreements.• Project-manages resources required to meet customer needs, and project-manages the implementation of some modules and additional services.• Ensures customer accounts are current.• Ensures high customer retention and manages customer references.• Effectively documents activity related to customer management.

Us

• Assist customers with software training and troubleshooting of application issues.• Troubleshooting desktops, printers, scanners, and servers

• Implemented and designed a new manual (400 pages)• Tested their software for errors • Attended conference calls/meetings• Communicated with programmers to report errors• Ran software updates• Performed various network and PC troubleshooting

Informatics, Business (Cognate)

Bachelor Of Science (Bs), Informatics