Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Susan Schulz

Commerce Township,MI

Summary

SENIOR DIRECTOR, PROFESSIONAL SERVICES

Knowledgeable Professional Services Leader with over 20 years of experience bringing planning and problem-solving abilities. Focused on maximizing resource utilization to support scalable operations and increase bottom-line profitability. Organized and systematic with natural relationship-building and leadership talents.

Overview

10
10
years of professional experience
1
1
Certification

Work History

PROFESSIONAL SERVICES DIRECTOR

ECI SOFTWARE SOLUTIONS
Remote
01.2023 - Current
  • Provide leadership and oversight for a team of project managers and application consultants
  • Provide coaching, career development, performance feedback and staffing support
  • Developed program to reach out to customers recording below 75% CSAT
  • Assisted Account Executives position professional services and set delivery expectations with clients
  • Provided guidance on delivery methodologies that drive efficiency and effectiveness in customer service
  • Responsible for managing P&L, forecasting, and budgeting for two professional services businesses units
  • Achieved 10% over target forecast on utilization and billability for 5 consecutive months
  • Assisted sales in closing over $450K worth of professional services in a one-month period
  • Established a customer outreach program empowering consulting team to identify upsell opportunities.

PMO DIRECTOR

QUISITIVE/MAZIK GLOBAL
Remote
01.2021 - 01.2023
  • Adopt best practices while creating, organizing, and implementing various strategies and standard operating procedures
  • Strengthen various operations associated with escalation management while coaching 12 project managers to govern current delivery projects
  • Managed $10M+ in professional services revenue
  • Partnered with sales team in RFP requests and subsequent SOW creation representing professional services
  • Collaborated with functional and technical delivery teams to allocate resources and forecast specific staffing needs
  • Played a vital role in team development, including expanding the team from 8 to 12 to assure effective project management
  • Provided guidance and leadership to project teams and served as the escalation leader to mitigate issues or concerns
  • Proven record of hiring and mentoring project managers and consultants to develop a world class professional services organization
  • Steered hiring and onboarding process to expand remote consulting teams while fulfilling the increasing demands of the organization.

SENIOR ENGAGEMENT MANAGER/PROGRAM MANAGER

MAZIK GLOBAL (Acquired by QUISITIVE)
Remote
01.2021 - 01.2021
  • Assessed risks and collaborated with the client to develop mitigation plans
  • Functioned as the main point of contact for external communications, including customers and stakeholders
  • Managed projects in all time zones utilizing in house, nearshore and offshore teams
  • Managed goal oriented, collaborative teams implementing cutting edge Microsoft solutions to customers to provide continuous improvement to achieve company goals and provide a pleasant employee experience
  • Warranted timely delivery in compliance with scope and budget by tracking overall program progress and spearheading over 15 projects.

SENIOR ENGAGEMENT MANAGER/PROGRAM MANAGER

ALITHYA
Remote
01.2019 - 01.2020
  • Managed SMB and Enterprise implementation teams delivering Dynamics CRM customer projects from $100K to $10M
  • Monitored budget activity and estimated project variances to maintain the overall profitability of client implementations
  • Managed SMB and Enterprise CRM customers through complete implementation lifecycle
  • Managed Microsoft Dynamics CRM & ERP projects comprised of 2 remote cross-functional delivery teams with project budgets from $100K to $10MM.

ENGAGEMENT MANAGER/PROJECT MANAGER

THE TM GROUP
Farmington Hills, MI
01.2018 - 01.2019
  • Ensured customer satisfaction while nurturing working relationships with 6 clients throughout their project cycle as part of the team
  • Developed the product solutions in partnership with a technical team of 4 while streamlining implementations in six months with clients within the manufacturing and CPG industries
  • Offered professional services to clients with Microsoft Business Central and CRM engagements, driving high value to ensure customer satisfaction.

CUSTOMER SUCCESS TEAM LEAD/ENGAGEMENT MANAGER

NEXTEP SYSTEMS
Troy, MI
01.2014 - 01.2018
  • Enhanced revenue and warranted satisfaction of deliverables by establishing and fostering long-term account services relationships with 60 clients
  • Identified areas of improvement and employed efficient business processes to drive corporate success
  • Designed and implemented customer success programs and SLAs by collaborating with sales and marketing teams
  • Cultivated process to follow up with customers post-sale to ensure satisfaction of deliverables.

Education

BBA - Business Administration And Management

Northwood University
Midland, MI

Skills

  • Project Management
  • Operations Management
  • People Management
  • Financial Management
  • Program Management
  • Issues Resolution
  • Cross-Functional Team Leadership
  • Business Planning

Certification

  • Certified Scrum Master

Timeline

PROFESSIONAL SERVICES DIRECTOR

ECI SOFTWARE SOLUTIONS
01.2023 - Current

PMO DIRECTOR

QUISITIVE/MAZIK GLOBAL
01.2021 - 01.2023

SENIOR ENGAGEMENT MANAGER/PROGRAM MANAGER

MAZIK GLOBAL (Acquired by QUISITIVE)
01.2021 - 01.2021

SENIOR ENGAGEMENT MANAGER/PROGRAM MANAGER

ALITHYA
01.2019 - 01.2020

ENGAGEMENT MANAGER/PROJECT MANAGER

THE TM GROUP
01.2018 - 01.2019

CUSTOMER SUCCESS TEAM LEAD/ENGAGEMENT MANAGER

NEXTEP SYSTEMS
01.2014 - 01.2018

BBA - Business Administration And Management

Northwood University

Similar Profiles

CREATE PROFILE
Susan Schulz