Scott Shull Email & Phone Number

Grantham, Nh, Us

London, Gb

Drive usage, adoption, and renewal of academic content platforms by developing customer education and engagement strategies for academic, corporate, and government customers. Lead and mentor team of 14 training and consulting partners and 2 customer relationship managers, engaging 5,000 accounts in consulting and training activities to optimize client experience and ensure achievement of client goals. ➤ Secured over 72% engagement with top-tier strategic accounts by developing, implementing, and enhancing customer segmentation program that prioritized engagement with high-value accounts. Sustained average of 99% customer satisfaction rates with 28% survey response rate.➤ Championed ongoing employee development and evolution by implementing Korn Ferry competencies and StrengthsFinder assessment programs. Promoted several staff into senior training, leadership, and management roles.

Ann Arbor, Mi, Us

Recruited to reimagine and transform company’s knowledge management capability, creating and executing comprehensive new strategies to optimize knowledge management platforms, ecosystems, tools, and policies. Implemented and managed shifts in culture, materials, and processes, including introduction of new e-learning instructional design methodologies and governance to ensure consistency across global customer experience team.➤ Spearheaded redesign, redevelopment, and relaunch of new global governance policies, operational procedures, and assets, maximizing customer experience by consolidating access platforms into self-service models with improved materials and instruction.➤ Increased efficiency of education content discovery and self-service access by 17%, doubled quantity of education assets, and improved usage rates by 400% year-over-year by redesigning and consolidating LibGuides knowledge delivery platform.

London, London, Gb

Hand-picked by COO to develop customer education curriculum development competencies for newly acquired software-as-a-service (SaaS) organization. Leveraged corporate training experience, change management skills, and instructional design expertise to optimize customer engagement, knowledge retention, and application of new concepts for multiple software platforms.➤ Received 2017 Ex Libris Global Professional Services Employee of the Year award recognizing redesign, development, and early delivery of updated knowledge base curriculum in alignment with strategic updates to user experience/user interface of company’s largest customer-facing platform.➤ Responsible for planning and execution of 4-day global technical seminar, collaborating with internal partners and leadership stakeholders over 6-month period to design networking and education event serving up to 700 customer attendees. Identified educational topics and facilitators; created agenda and marketing plan; coordinated resources, attendees, and guests; and established metrics to measure outcomes.

Ann Arbor, Mi, Us

Selected for promotion into leadership role, evolving communication and management style to optimize shift from training and consulting peer to team leader who mentors and coaches up to 17 staff. Directed assessment and evolution of operational strategies, educational assets, and training methodologies to maximize delivery of educational content to global customer base. ➤ Delivered $100K in incremental revenue by developing, piloting, and launching highly successful standardized modular training program across all global accounts.

Ann Arbor, Mi, Us

Ensured product implementation, adoption, and usage by delivering technical product education and consultation services to global clients. Designed, developed, and facilitated client-facing education programs and served as client advocate, collaborating with cross-functional teams, overseeing product management and development, and driving awareness of and adherence to adult learning and retention principles. ➤ Improved customer adoption and satisfaction rates, as well as overall customer experience scores, by diversifying team skillset and influencing shift to modernized training and engagement methodologies.➤ Earned 2014 Global Impact Award in recognition of influence and impact on global training team, customers, and internal strategic business partners.

Master Of Science - Ms, Management, Organization Development, And Training

Bachelor Of Arts - Ba, Humanistic Psychology With Honors: Summa Cum Laude

Associate Of Culinary Arts, Chef, With Honors