Greg Bruno
Summary
A highly motivated, dedicated, and collaborative individual with Communication, Relationship Management and Change Management skills. Through my experience within different industries, I have gained a diverse set of skills and knowledge. Determined to achieve personal goals, while helping my team any way possible.
Overview
15
15
years of professional experience
Work History
Change Management Lead (PROSCI Certified)
DELL Technologies
03.2018 - Current
- Change Management lead who drives drive organizational change across Services organization through multiple programs
- Currently own and lead all Change Management activities for high priority program within Dell's services - Every Defect Matters (EDM), a JIRA application
- Led multiple highly visible programs by developing and delivering comprehensive training and communications for stakeholders
- Host meet-and-greets, Ask the Experts and roundtables to build relationships, train users and gain productive feedback
- Steer detailed reporting and measurement of efforts in line with project KPIs, QBRs, adoption, & readiness standards
- Successfully completed PROSCI Certification training
- Subject matter expert for all tools and functionality across managed programs to ensure quality
- Consistently develop comprehensive strategies by gathering business requirements, including business roadmaps and operational strategies while successfully estimating and procuring necessary resources
- Craft and execute program, integrating scalable and tailored strategies for internal users while working closely with Support, IT and Communication teams
- Successfully participated in and completed Dell's Mentor Circle Program which helped develop my leadership skills and business acumen
Senior Customer Success Manager – Enterprise Accounts
Upserve
01.2016 - 03.2018
- Managed 500+ accounts and 50+ partner relationships within a $5 million book of business
- Achieved and maintained 95% success rate for client retention with proactive QBRs and weekly touchpoints
- Direct sales of new (and to existing) accounts resulting in quota achievement 19 of 21 months in employ
- Evaluate and increase customer ARR with key focus on cross selling, upselling, & expanding current customer base
- Maintain and achieve 25k sales quota through developing hundreds of net new leads and referrals from existing customer base.
Senior Select Service Account Manager
Fidelity Investments
01.2013 - 01.2016
- Managed and maintained $60+ million book of business for top-tier Fidelity clients
- Pioneered major time sensitive projects for top tier clients which included working unilaterally with internal teams to solve issues in a timely manner
- Implemented concepts and key learnings for an improved client experience with leadership teams
- Volunteered for numerous Fidelity Cares team events
- Crossed trained as FLEX associate in all aspects of day to day business.
Account Manager
Access TCA
01.2012 - 01.2013
- Coordinated major trade shows for top tier clients (Monster.com
- Synthes, Fidelity, etc.) by crafting and executing detailed planning with clients and internal teams
- Retained 100% of book of business with strategic QBR's and weekly touch points
- Designed strategic plans and forecasts for each client to be successful long term
- Successfully used time management tactics to problem solve for unforeseen client issues.
Client Service Representative
Fidelity Investments
01.2010 - 01.2012
- Learned and implemented proper customer service techniques
- Resolved all unexpected issues related to client experience
- Managed client account and daily tasks with proper time management practices.
Education
MBA -
JOHNSON & WALES UNIVERSITY
Providence, RI02.2015
BS in Sports, Entertainment and Event Management -
JOHNSON & WALES UNIVERSITY
Providence, RI05.2009
Skills
- Technical acumen
- Change Management Methodologies
- Influencing skills
- Business process reengineering
- Time Management
- Quality Assurance
- Training and coaching
- Teamwork and Collaboration
- Problem-Solving
- Attention to Detail
- Relationship Management
Websites
Timeline
Change Management Lead (PROSCI Certified)
DELL Technologies
03.2018 - Current
Senior Customer Success Manager – Enterprise Accounts
Upserve
01.2016 - 03.2018
Senior Select Service Account Manager
Fidelity Investments
01.2013 - 01.2016
Account Manager
Access TCA
01.2012 - 01.2013
Client Service Representative
Fidelity Investments
01.2010 - 01.2012
MBA -
JOHNSON & WALES UNIVERSITY
BS in Sports, Entertainment and Event Management -
JOHNSON & WALES UNIVERSITY
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