Harry Born

About Harry Born

Training, Consulting & Operations | Program & Project Management | Engagement Management & Sales SupportMy passion is to enable customers, partners and employees with Enterprise IT and SaaS products. I offer a unique blend of education and services expertise leading global remote cross-functional teams within a matrixed organization. Extensive experience in delivery, development, operations, certification, sales, enablement, IT/business process outsourcing, resource and vendor management. Exceptional performance in bringing global stakeholders together and creating profitable relationships. I build top-performing international teams coaching others to become more efficient and develop their expertise. A quick study who takes ownership of overall strategies and excels in process and operational improvements. I am currently seeking a role on a high-performance professional services or education technology team focused on solutions to help improve performance and product adoption.Career Highlights Led four departments in the automated deployment of Learning Labs resulting in annual savings of $1.5M platform costs and reduction of 36+ Operations person hours/week. Drove education sales revenue attachment rate to product license by 10% developing quick-start packages. Ensured a 60%+ gross margin YOY using innovative on-site, digital, web based and blended training offerings. Successfully integrated education capabilities into SaaS operating models and offerings by advocating and demonstrating the ongoing value of education. Consistently maintained or exceeded required consultant/instructor billable utilization target of 65% while supporting certification and curriculum development. Attained a 95%+ instructor CSAT score YOY supervising VMware Certified Instructor Program enforcing compliance via certifications and training plans.Skills Include:•Critical Thinking, Strategic and Tactical Business Decision-making•Communication•Problem Resolution•Accountability and Enforcement of Performance Standards•Leadership•Team Building•Data Analytics •Business Process Improvement•Business Development•Financial Planning and Analysis•GTM Strategy•B2B•Customer Service, Quality Control, and Cost Management•Vendor and Partner Management•Training and Development•Technical Training and Technical Enablement•Curriculum Development / Instructional Design

Experience

1. Director, Global Education Experience

   Genesys

   Jan 2021 — Present · Work from home, US

   Drive transformational changes needed to implement a winning customer experience strategy within the Genesys Education business• Lead and mentor the delivery, customer experience and certification teams through strategy to achieve goals and objectives• Manage partnerships with strategic customer accounts• Accountable for overseeing end-to-end service delivery and ensuring all contractual commitments are met.• Work in partnership with sales team to retain and grow customer accounts, engage with leaders at customers organizations to define goals and leverage Genesys products and services to achieve them.• Accountable for overseeing end-to-end service delivery and ensuring all contractual commitments are met.• Set appropriate key performance indicators and developing guidelines to ensure accountability across delivery, partner channels, and customer experience teams• Key decision maker on process and actions within the delivery, customer experience, and sales teams.• Drive partner relationships with key stakeholders to increase pipeline acceleration• Responsible for achieving or beating operational margin target

Education

• University of Phoenix

  Bachelor of Science, Business Management

  2004 — 2008

Skills

• Pmo
• Vendor Management