SUSAN LYNCH

Greater Chicago Area

708-***-****

www.linkedin.com/in/susan-k-lynch/

ac4hot@r.postjobfree.com

IT SENIOR PROJECT MANAGER

Application Development Systems Integration Customer Success Programs Sales Operations

Accountable for successful delivery of large application development and system integration projects through diligent management of project scope, schedule, cost and budget while maintaining quality, communications and resource engagement. Effective communication of business objectives and success criteria to the technical team while providing motivation and direction as well as communicating timely audience appropriate status and risk/issue resolution with relevant stakeholders.

Leadership Problem Solving Trusted Advisor Program Management Product Adoption Business Process Consulting Software / Systems Implementation Analysis Facilitation Collaboration Risk Assessment

PROFESSIONAL EXPERIENCE

IBM CORPORATION, Chicago, IL

Software & SaaS Adoption / Client Success Leader, IBM Collaboration & Talent Solutions

2013 – Present

Develop and implement programs and business processes that stimulate deployment and adoption of software products / solutions sold, as well as accelerate business value and return on investment in IBM’s solutions for clients.

• Spearheaded programmatic initiative to engage with client post-signature, ensuring successful deployment of $90M in software sold, protecting stream and growth revenue and deceasing amount of reversed revenue impacting software brand division 75%.

• Partner with sales specialist and management on account planning; provided client health leadership, handling escalations on at-risk accounts, strategizing on successful initiatives, and proactively recommending how to best leverage service offerings, business partners, and client success resources.

• Established pilot program focused on activating SaaS subscriptions that leverage trusted advisor relationship with customers to identify sponsor and use case for implementation effectively migrating 30K subscriptions to cloud. The success of program’s approach provided business case for implementing Customer Success Manager (CSM) role.

• Recognized thought-leader for SaaS activation and adoption. Provided deep knowledge and real-world insight on challenges around activation to cross-functional teams, enabling clear prioritization of product enhancement, establishment of new service offerings and sales plays, high-quality user training, as well as winning customer success strategies.

• Advanced successful growth strategies by analyzing client consumption and usage data, health indicators, renewal dates and expansion opportunities for 80+ strategic accounts covered by Named Account Managers (NAM) and CSMs, improving extension rate 15 percentage points and doubling growth rate.

IBM CORPORATION, Chicago, IL

Technical Sales Operations Project Manager, IBM Collaboration & Talent Solutions

2008 to 2013

Established and managed operational processes and metrics for organization of over 400+ global technical software sellers. Project managed development and delivery of Proof of Technology (POT) customer deliverables, as well as internal product / solution technical enablement for sellers.

• Developed operational control book with graphically executive-level analysis, contributing to revenue attainment and improving accuracy of sales forecast and pipe.

• Implemented necessary cadence and tracking for revenue forecast/attainment, utilization, and opportunity progression, achieving more effective and efficient use of technical sellers and technical accelerator activities, improving opportunity win rates by 25 points while reducing duration of sale cycles 50%.

• Improved process efficiencies and effectiveness by working closely with sales management to inspect process quality and prioritize opportunities for improvement ensuring strong technical coverage of key deals, linkage to overall sales strategies, and highly effective use of technical accelerators.

• Led and managed creation of technical enablement assets for quarterly releases of four product offerings and simplified global distribution of assets by leveraging collaboration platforms, improving organizational sales capability and self- sufficiency in all geographical regions and significantly increasing skills in emerging markets.

• Co-led small team of subject matter experts challenged to leverage division’s collaborative technology products, building best of breed user community to become more agile, responsive, and successful social business enhancing sales community experience and encouraging strong global collaboration, contribution, and participation.

IBM CORPORATION, Chicago, IL

Project Manager, IBM Global Business Services

1996-2008

Applied best of breed project management methodologies and delivery models, effectively leading highly technical teams to implement intricate IT solutions on time and within budget for IBM’s largest commercial and state / local government clients.

• Controlled and progressed projects on schedule and in budget by utilizing strong leadership, risk assessment, issue and change management, and effective communications with stakeholders.

• Utilized proven project management methodologies such as Phase-gate, Waterfall, and Agile to initiate, plan, control and close complex projects while demonstrating flexibility and imploring creative out-of-the-box solutions to unique project challenges and requirements.

• Directed and prioritized development, testing, and maintenance tasks for team of 40+ dedicated project resources. While maintained 99% availability and high client satisfaction for order-fulfillment system processing ~$44B in hardware / software sales annually.

• Delivered level 3/4 SEI CMM batch processing system utilizing IBM’s Rational Tool Suite, facilitating documenting and testing over 60 business and workflow processes while adhering to strict legal requirement prohibiting any communication with developers except via legal-approved requirement documentation.

• Integrated, motivated, and built relationships with cross-functional team members, sponsors, key stakeholders, and various IT outsource providers to devise and deploy an India-based support strategy that cut costs and expenses in application support and maintenance for client.

• Established standards for deliverables, such as statement of work, status reports, process maps, design documents, test routines, and project schedules utilized by India-based team exceeding customer expectations in meeting all System Level Tests (SLT) and Service Level Agreements (SLA).

• Proactively identified and creatively resolved roadblocks and dependencies, and negotiated effective tradeoffs with project team / stakeholders successfully integrating a new image processing solution and migrating 25M archived images meeting aggressive schedule and making “go-live” date.

EDUCATION

Master of Arts (MA), Art History, The University of Chicago, Chicago, IL

Bachelor of Arts (BA), Humanities, Duke University, Durham, NC

PROFESSIONAL DEVELOPMENT

Project Management Fundamentals Strategic Planning & Scheduling for Project Management

Applied Project Management Executing, Controlling & Closing for Project Management

Leadership in Project Team Environment Financial Project Management

Contract Management for Project Managers Agile Project Management

PMP Certification – in progress expected mid March

SPECIALTY & TECHNICAL SKILLS

Project Management: SDLC, Agile, Phase-gate, Iterative & Waterfall Methods, SEI CMM, Microsoft Project

Productivity: Microsoft Office Suite, Microsoft Visio, IBM Rational DOORS

Collaboration: IBM Connections, Watson Workspace, Slack, Yammer, Skype, WebEx, Adobe Connect, Box, Dropbox

Customer Relations: Sugar CRM, Gainsight

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