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 Student Success call center technology landscape, manage third-party budgets, track expenses, and automate revenue operations. Improves efficiency and establishes a competitive advantage through simplification, process, structure, and governance.• 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 contract execution.• 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.• Manages and implements project change requests & upsell for Sales and Business DevelopmentProject highlights• Led effort with platform owners and third-party vendors to achieve >$2.4M in COGS savings across the Global Services portfolio in 2021 initiative ($35M budget across 130 vendors, reduced to $32.5M expense). Implemented process and rigor ensuring expense targets were met, challenges mitigated, and investments championed• Managed initiative to migrate over 20 Hubspot client CRMs to a single Salesforce instance, resulting in $220k in 2020 savings, and an iterative savings of $30k increase each year

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 and documentation to create efficiencies and improvement across the organization.• 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.• Responsible for the development of delivery strategies, methodology, internal processes, systems, and training staff.

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 maintaining targeted SLA’s and client satisfaction, post-project hand-off.• 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 are completed under budget and within scope.• 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 to ensure that deals get closed and that customers are left with the best digital solution for their faculty and students. • 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.• Provided leadership to the staff, and succeeded by developing best practices in development and production processes for client implementation. This included writing documentation, and training in-house staff and external vendors.• Consulted with and delivered presentations to clients to ensure that their platforms can be fully integrated with MHE digital products and platforms for a stable and seamless user experience.

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, web portals, and mobile devices.• 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.• Worked with Sr. Media Project Managers, various Sales groups, and clients to provide technical consultation for custom solutions based on clients’ 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 being offered a Sr. Media Project Manager position.