Ty Nicholson Email & Phone Number

United States

Toronto, Ontario, Canada

Senior Client Engagement Manager • Provide leadership, guidance and support for restoration industry sales teams, sales leaders and business owners in setting and executing sales strategy • Leading, mentoring, and developing a team of client engagement specialists to provide a best in class customer experience in sales management and leadership

Consulting, managing, coaching sales teams across the country for restoration companies.

Responsibilities: • Leading clients in the adoption and use of restoration industry strategic sales software (LuxorCRM) • Provide leadership, guidance and support for restoration industry sales teams, sales leaders and business owners in setting and executing sales strategy • Leading and developing a team of client engagement specialists to provide a best in class customer experience

Toronto, Ontario, Canada

London, Canada Area

Toronto, Canada Area

Senior management team member, and customer advocacy leader. Ownership and oversight of all customer service related functions and processes, including technical support, client assistance, knowledge base/wiki development, and how-to guides and videos. Liaison between technical support, application development, and management.

Responsible for business analysis, consulting, and implementation planning for new and prospective clients for the Luxor CRM product. Manage the client services team, providing guidance and support for complex customer build outs, manage product development roadmap, created detailed application requirements/specifications, and application development/release planning. Provide technical/technology consulting to the sales team to assist in closing new business. Created user training documentation and created system installation guides.

Toronto

Providing Project Management leadership to small, medium and large organizations.

Provide consulting leadership for renewable energy and eco-energy savings initiatives, recommend and develop renewable energy solution offerings (solar PV, wind), research and document government and municipal incentives, research relevant products and create turnkey packaged solutions based on best of breed products. Utilized proprietary tools to determine cost/benefit analysis of energy retrofit and new renewable energy alternatives.

Responsible for technical and business guidance for all R&D efforts related to development of new web properties, enhancements to existing web sites, project management and oversight of all large web development efforts. Created project requirements, budgets, and sourced/procured and managed third party contract resources and vendors. Provided direction on opportunity costs/benefits of implementing new technologies (such as CMS systems, affiliate tracking technologies, and third party partner gateways/APIs).

Responsible for development and implementation of standard business operations and governance processes within existing and new outsourcing accounts for Americas. Facilitated global improvement initiative to bring together all regions for process standardization. Used CMMI guidelines to measure and improve on existing business processes, bringing 90% of critical processes to level 4. Also responsible for staffing Business Operations Manager role on major accounts, and implementing a shared BOM model for all other accounts. Introduced and rolled out a new Services Relationship Manager role within OS Americas platinum ($50M+) account base.

Provided senior leadership to the HP Outsourcing Services delivery team, program and project management office dedicated to the CIBC account. Supported the HP executive team in all facets of delivery management, operations management, relationship management and escalation management. Implemented cost savings/cost control measures and took part in service delivery improvement programs utilizing CMMI guidelines, as well as internal and external audits of project management and delivery practices and methodologies. Responsible for the mentoring and management of 45 staff, as well as the account PMO (resources and processes). Program portfolio in excess of $250M, and 300 concurrent projects. Led weekly portfolio presentations (status, schedule, risks, operational readiness, and business issues) to senior bank management and executives.

Led the HP Outsourcing Services project management team through the delivery of complex, critical technology infrastructure and application components for the CIBC High Availability environment. Provided cross tower resource requirements and delivery direction, and acted as senior escalation point for all critical project initiatives. Program portfolio in excess of $75M. Managed 30+ resources, including project managers. Developed understanding of CIBC banking products and services ranging from on-line banking offerings, branch applications, mainframe batch processes, ATM transactions, and inter-bank transaction processing.

Led senior technical teams (30+ resources) through the design, and build phases for numerous large infrastructure projects for CIBC, in the high availability environment. Managed all facets of projects, from budget planning and control, client relationship, contract management, change control and resource management. Managed infrastructure build of production, performance testing, user acceptance testing environments, as well as application deployments to all tiers of infrastructure (Web, database, OS, SAN, middleware, network). Facilitated and negotiated application release schedules, following rigorous stage/gate application release methodologies.

Led a senior technical team (6 resources) through the requirements definition, architecture design, and build phases for a very large secure messaging infrastructure project for the Ontario Ministry of Health, Smart Systems for Health Project. Managed all facets of 4 major sub-projects (interim data center build, server infrastructure build, security policy and technology build, and operations readiness).

Co -developed a strategic consulting practice/methodology for creating business, e-business and technology blueprints for clients. Responsible for building and managing a team of business consultants, professional services delivery personnel, and developing a channel of value added resellers and business partners for a proprietary, customer communications management software solution. This included leading pre-sales, negotiation and delivery of telephony based products for call centres, CTI (computer telephony integration) and remote office scenarios. Also provided sales, marketing, and deployment planning and execution for CRM (customer relationship management) software solutions (SalesLogix; ACT!).

Managed a team of business and technical consultants (15 people), providing business development and pre-sales solutions support to the Central Canada Region sales team. Duties included providing sales forecasts for professional services and consulting, providing input and guidance on new product and service offerings (servers, desktops, network appliances, business analysis), and overall management of the team. Worked with sales team to identify customer driven technology requirements and needs, and assisted technical teams in selecting products and solutions to these needs.

Successfully led numerous teams through the project delivery lifecycle. Participated in pre-sales scoping, pricing, and bid presentations.

Chief technical and process design resource of a team responsible for putting in place a platform certification program and technology refresh program for Scotiabank.

Provided key leadership on numerous provincial and federal IT infrastructure projects, including Health Canada, Department of National Defense, Canadian Cancer Society, and the MS Society Of Canada. Previously responsible for software/hardware support for numerous provincial and federal government accounts. Supervised a staff of field engineers who were responsible for hardware maintenance of customer equipment. Other duties included planning, scheduling, co-coordinating and supervising installations, customer liaison, customer training, and providing technical assistance to customers across Canada. Also performed some limited application development.