Eric Gilson      Cppm Email & Phone Number

Pittsburgh, Pennsylvania, Us

Growth leadership of global professional services operations teams: delivery, onboarding, implementation, support, technical services and customer succes.

Westlake, Texas, Us

As the ERP PMO Leader with ECI Software Solutions, I was an Internal consultant and team leader brought aboard by this $190M software company to transform a post-acquisition legacy implementation practice into a PMO-led professional services practice.► Implemented “brilliant basics” such as regular cadences for internal and external team meetings, templates for all standard and common escalation communications, establishment of project well-checks to provide feedback to external and internal project sponsors an all milestone and deliverables► Introduced the ETC concept and built tools to capture, track, and report it along with other key metrics, including POC, Burn Rate, Utilization, and Average Bill Rate► Accelerated and completed plan execution for 6 languishing/previously delayed implementation projects, with 8 more on track for an accelerated Go live, recognizing +$10M in past due revenue

Minnetonka, Minnesota, Us

As the Director of Professional Services with Naviga, internally know as the Director – Professional Services and Support, I returned to this $120M software company (formerly Newscycle) in this expanded role following the acquisition of a new digital product line. Integrated a remote and internationally distributed team of implementation managers, project managers, technical consultants, technical trainers, business analysts, customer service analysts, and data transfer programmers to better align with post-merger business strategy.► Orchestrated Implementation Services, PMO, and Support operations across multiple product lines, serving both SaaS/Hosted and On-Prem managed customers► Aligned escalations for all service-related client issues, partnering with Sales, Customer Success, and Product teams to ensure transparent communication and to achieve quick win resolution► Monitored KPIs and balanced resources across teams dynamically to meet the shifting demands of the business, reducing bench time by 20% and onboarding backlog by 40%

Austin, Tx, Us

As a Client Partner with Epicor Software, I advocated for the overall success of the customer relationship for this $900M software company. Governed the entire customer lifecycle from prospect to implementation and throughout continuous business improvement of the client.► Directed the regional professional services practice, achieving +100% of bookings, revenue, profitability, and customer satisfaction goals► Assessed, planned, and managed all prospect and client activities► Established and grew effective executive and senior leadership relationships► Collaborated closely with sales, consulting, product support, and other cross-functional teams

Minnetonka, Minnesota, Us

As the Director of Support Services with Newscycle Solutions, Internally known as the Director – Professional Services and Support, I advanced into this expanded role at this $60M software development company to oversee and manage Support operations. Coordinated with the Hosting (SaaS) services team to ensure seamless application and technical support.► Realigned resources to optimize utilization across teams and products, consistently exceeded the target of 85%► Cultivated a Supplemental Services team to optimize utilization further, increase revenue, and provide broader and deeper services to the customer base► Chaired a cross-functional committee coordinating efforts across all operations functions► Exceeded revenue goals consistently

Minnetonka, Minnesota, Us

Director of Professional Services with NEWSCYCLE Solutions, I enhanced information collection during the sales cycle by developing a service scope and cost estimate framework. Coordinated with recruiting/training teams to ensure quality in expanding staff. Assessed key metrics to manage growth as demanded by the business. Private Equity (Vista) acquisition of Digital Technology International.► Served as executive sponsor and escalation point for all implementation projects► Implemented OpenAir and created and implemented an MBO process ► Executed scalable service offerings based on the scope of implementation► Developed and implemented templated SaaS implementation model► Sustained overall team utilization +85%► Joined as Implementation Specialist with Publishing Business Systems (PBS) in October 1994, promoted to Project Manager in January 1998, promoted to Implementation Manager in January 2000, to Director of Implementation Services with Digital Technology International (DTI) in January 2008, and promoted to Director of Professional Services in January 2013

Bachelor Of Arts - Ba, Business Administration

Bachelor Of Arts - Ba, Psychology