Project Manager Management

Brent M. Ludwig ablz11@r.postjobfree.com

*** *** ***** ****:847-***-****

Itasca, IL 60143 Cell: 630-***-****

CAREER SUMMARY: Customer Experience Manager and Technical Development Manager

• Highly accomplished Customer Experience (CX) Manager with a continuous and successful delivery track record of

programs, projects, and operations management.

• Change leader and trusted advisor developing organizational maturity and cost efficiency through process

excellence, web experiences, and process management.

• Strategic leader able to translate the business and customer requirements into tactical solutions delivering business

value reduced operating costs, and customer satisfaction.

• Proficient management across every facet of requirements, design, engineering, delivery, support, and quality

assurance to meet the company’s strategy and vision.

• Results-oriented and highly motivated with a passion for excellence and commitment to team development and

growth in balance with cost effectiveness.

Leadership & Visionary • Cloud Technologies (Web, Social, Contact Center) • Customer Relations •

Technology Management • Service & Support • Program and Project Management • Enterprise and Agile

Methodologies • Business Intelligence • Global Deployments • Contract Development • Negotiations •

Enterprise, Web and Custom Systems • Web Technologies (Web 2.0, SaaS, .Net, AJAX) • PMP Certified

Education

M.B.A. Finance M.S. Project Management Bachelor of Engineering in Computer Science

Kellstadt (DePaul) Graduate School of Business George Washington University Montana State University – College of Engineering

Project Management Professional (PMP) Certification from PMI; ID: 525674

Work Experience

RightNow Technologies (CX) Lombard, IL December 2005 – Current

Client Success Manager – Client Experience

• Focus on working with clients to reach new levels of measurable results within their CRM ecosystem. I am at ease with assisting

prospects and clients with the deployment, optimization, or augmentation of most solutions with the Customer Experience, Relationship

Management, Social CRM, Multi-Channel Deployment, and Feedback Management space.

• Responsible for maintaining and expanding an annual book of business worth $3.6 million.

• Overall owner of client’s strategic and tactical initiatives related to SaaS and Cloud Services solutions that drive increased

satisfaction utilizing cloud services: Web Experience, Social Experience, Contact Center Experience, and Cloud Platform technologies.

• Client relationship owner with a primary focus on ROI and KPI results utilizing the RightNow Customer Experience (CX)

solution.

• Drives increased client solution adoption, and is responsible for producing a strong partnership with the goal to develop a

consistent long term relationship to ensure to the full value of the client’s investment is realized.

Business Development Manager – Client Experience

• Expert in client experience consulting and strategy for executive teams from Fortune 500 technology, CPG, and retail

organizations.

• Technical & Business Architect owner for clients strategic and tactical direction related to implementation and industry best

practices for contact center transformation and customer experience management initiatives.

• The single owner for translating client business requirements into comprehensive proposals for professional services

engagements.

• An expert in SaaS, cloud computing, CRM, contact center, sales, marketing, web-self service, and customer community

transformation initiatives.

• Team member of virtual sales team directly reporting to Vice Presidents of Sales and Professional Services.

• Owner of North America – Central Region services quota ($16 million software + $6 million services).

• Consistently has exceeded quarterly services quota target.

• Responsible for technical scoping and executive alignment (vision lock) for professional services engagements.

• Responsible for securing technical and executive contract signature for professional services engagements greater than $100,000.

Senior Technical Project Manager

• Concurrently own and manage $1 million dollars in annual professional services gross revenue.

• Key contributor and senior project manager for RightNow professional services enterprise team.

• Clients Include: Overstock, Procter & Gamble, John Deere, American Express, Servicemaster, iRobot, Black and Decker,

Logitech, etc.

• Responsible for managing and on ramping project teams of 5 to 20 team resources per project.

• Technical scoping of XML and other web-centric integrations.

Versay Deerfield, IL December 2004 – Dec 2005

Lead Technical Project Manager, Consultant

• Concurrently manage advanced telephony projects for Fortune 500 clients that require automation, cost savings, or an enhanced

customer experience utilizing speech and voice automation within their organization.

• Projects focus on leveraging emerging IP technologies such as VoIP and SIP

• Lead Technical Project Manager / Consultant for multiple clients, some responsibilities include:

• Develop and negotiate statements of work (SoW) with prospective clients.

• Setting and management of internal budgetary estimates for project team.

• Establish and negotiate milestones, deliverables, payment schedule, and ultimately success of each project.

• Build, maintain, compute, and communicate all project estimates and actuals for entire project to client.

• Manages projects based on scope, time, and within budgetary guidelines negotiated with each client.

• Technical management and knowledge of IT framework technologies, including web-services concepts, C# .NET, Java J2EE,

Microsoft Speech Server, Nuance Voice Platform, VXML 2.0, SALT, SOAP.

Motorola Schaumburg, IL February 2000 – December 2004

Senior Project Manager; Consultant

• Project Manager / Owner of CTI, IVR, Multimedia, Intelligent Routing initiatives within Motorola’s One CGISS Call Center.

Managed budget, ROI, schedule, capital procurement, risk analysis, and vendor selection for off-premise hosted and on premise

solutions.

• 10+ IVR natural voice applications including;

• Utilizing Genesys GVP and CTI integration into contact center and salesforce.com applications.

• Annualized $1.7 million dollar savings over 3 years.

• Project Manager / Consultant responsible for deploying Genesys ERS (interaction router) for Motorola One CGISS call center.

• Responsible for segmenting caller base and offering differentiated services for customer’s seamless experience.

• Familiar with NetByTel, Syntellect, Right Now, Conversant, Phonetics, Genesys GVP, and VXML 2.0, IVR applications and

development environments.

• Responsible for providing ROI for all outsourcing telephony based agreements and future strategies of Contact Center for

Motorola One -CGISS Motorola.

Development Lead / Test Environment Initiatives Group

RightNow Technologies Bozeman, MT September 1998- January 2000

Software Developer – Current Engineering

Relevant Experience

ESI Managing Projects ESI Risk Management ESI Scheduling and Cost Control ESI Project Leadership

ESI Contracting for Project Managers ESI Quality for Project Mgrs ESI Project Management Applications ESI Scheduling and Cost Control

Computer Skills/Experience

Cloud Computing, SaaS, CRM, Social Media Management

Operating Systems: Windows 95/98/2K/XP, Linux, Unix, etc.

Protocols/Technologies: Most HTTP centric web-services technologies; some include: JAVA, PHP, JavaScript, XML, C/C++, SQL, .NET, SOAP

Honors/Accomplishments

Member of PMI Chicago Chapter

ASEP Coaching Certification

Volunteer 2001/ 2002 Offensive Line Coach for St. Viator H.S. in Arlington Heights IL

Captain of 1999 Montana State University Football Team

Named Preseason All-America Offensive Line by The Sports Network Publication 1999

Named to 1998, 1999 Big Sky All-Conference Football Team

Named to 1996, 1998,1999 Big Sky Academic All-Conference Football Team

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