Ryan Harris Email & Phone Number

Indianapolis, IN, US

• Directs and centralizes business processes and operations for the Global Customer Success organization. Works closely with executive and senior leadership to optimize the Professional Services, Managed Services, and.
• Drives continuous margin improvement for Customer Success by identifying savings opportunities, and working with Accounting & Treasury to apply best practice on forecasted expenses.
• Partners with the Financial Planning & Analysis team on budget management and revenue to ensure expenses hit the appropriate budgets and revenue is tracked according to project schedules.
• Works on behalf of the Procurement team to negotiate new third-party contracts and renewals, collaborates and consults with Legal, Security & Privacy, CIO council on deal terms and conditions, and tracks through.
• Partnership with business and platform owners to identify requirements and areas for savings.
• Works closely with Fulfillment Operations to ensure Salesforce opportunities are properly created/modified.

• Developed project management processes and worked closely with senior leadership to report project, client, product and business health. Identified and defined areas for improvement and established & updated processes.
• Defined and assigned work to technical and functional consultants; monitored work and deliverables to ensure quality, and that all requirements and milestones are met.
• Responsible for Change Management, and risk and mitigation strategies; both on an organizational level and within client engagements
• Responsible for all project/program financial tracking including and revenue forecasting/recognition processes.
• Worked internally to develop processes and create efficiencies for continued quality improvement.
• Managed team operations; team resource forecasting, utilization, project health, financials, vendor management, and time tracking.

• Directed and managed the implementation of Marketing, Enrollment and Market Research projects/programs from initiation through completion for strategic, enterprise-level clients.
• Served as the primary point of contact with the customer; facilitated communication between project resources, developed project plans, and provided periodic status reports and executive summaries.
• Managed and assigned all project tasks and activities with global development teams, creative team, media buyers, call center training and workforce management teams.

Indianapolis, Indiana Area

• Managed all activities of a wide scale of Student Services, Consulting and Partnership projects, from inception through completion.
• Created project timelines, schedules, and activities to ensure scope was clearly defined, and that all projects were completed on time and within budget.
• Developed and executed pre/post-sales and kickoff presentations to provide client resources with a deep understanding of the solution, implementation processes, and methodology.
• Monitored work and deliverables from both internal and client teams throughout implementation and testing to confirm quality, and that all requirements and milestones were met.
• Worked closely with call center operations staff, Product Development, Workforce Management, Telephony, Training, and Executive leadership to provide knowledge and documentation transfer for their teams to succeed in.
• Tracked and approved project resources’ time entries and monitored resource utilization and margins.

Indianapolis, Indiana Area

• Managed IT projects from inception through completion. Worked cross-functionally within technical teams, business development, and the executive team to ensure timely delivery of all milestones, and that all projects.
• Exceeded all sales, organizational, and interdepartmental goals.
• Analyzed clients’ business needs, assessed their infrastructure, and recognized opportunities for additional business.
• Was responsible for ongoing support/communication with the client, managing ongoing financials for their accounts, and providing monthly and quarterly metrics.
• Ensured support and delivery teams met all contractual objectives and SLA’s.

Indianapolis, Indiana Area

• Served as an internal and external Consultant in the For-Profit Higher Education space. Worked directly with clients and closely with the Sales teams to analyze the customer’s needs, and to provide strategic guidance.
• Consistently exceeded all sales, organizational, and interdepartmental goals.
• Assisted with developing specifications for RFP’s and sales presentations that led to closing deals with high-priority clients and key accounts in the For-Profit space.
• Contributed to landing multimillion-dollar accounts and successfully maintained existing client relationships.
• Consistently developed unique and creative solutions to help drive new business within existing accounts.
• Proactively cut costs and maximized profits by negotiating and developing new processes that allowed for repurposing existing content for new business.

Indianapolis, Indiana Area

• Served customers in the 2 and 4-year Higher Education space. Worked closely with National Sales teams in conjunction with individual instructors to architect custom digital solutions that fit their classroom.
• Developed needs analyses, budgets, schedules, and project specifications to ensure target dates were met and customers’ needs were fulfilled.
• Utilized media production experience to develop best practices for streamlining production and creating efficiencies amongst peers.
• Developed deep knowledge of McGraw-Hill Digital Learning Products, and how to customize them to fit the clients’ needs and maximize profits for Learning Solutions.

Indianapolis, Indiana Area

• Managed the large-scale development of Custom E-learning products to make them ready for client implementation and custom solutions sales.
• Exceeded all sales and departmental goals, and contributed to making over 100% of goal each year.
• Increased the scalability of the development, production, and continuing content quality improvements of hundreds of custom product courseware and digital media into variety of Learning Management Systems, software.
• Developed, organized and maintained a multimillion dollar product library which enabled fulfillment teams to deliver courses and digital media more efficiently while reducing potential for support issues.
• Headed-up all technical initiatives and content integrations within the Custom Media Group, for Pearson Learning Solutions products.
• Worked closely with internal technical teams to architect custom solutions to meet clients’ business needs.

• Oversaw the sales-fulfillment and delivery of various custom Learning Solutions digital products.
• Played a key role in contributing to the company’s 2 most successful years, capping 200% of goal in 2009.
• Developed needs analyses, budgets, schedules, and project specifications to deliver to Media Production for client implementation.
• Led a team of Media Project Managers and assisted with hiring, training, providing documentation and necessary resources to ensure each team members’ success in achieving their goals.
• Consulted with upper management on developing prototypes and acquiring inter-departmental resources for new digital learning products.

Indianapolis, Indiana Area

• Worked from specs provided by internal and external development teams to build the new eLearning products from the ground up. Delivered custom solutions to clients during peak production time.
• Completed 100% of my projects on time and under budget.
• During this time, I won the Sandbox Award at the Pearson Custom Solutions Group In-House Staff Awards. This award is reserved for a person who best exemplifies collaboration and teamwork, and helped contribute to my.