Rich Hurley

About Rich Hurley

I am a dynamic Sr. Project Manager and Team Lead with knowledge and skills for managing client expectations and deliver service beyond those client expectations. With over two decades of experience in technology leadership roles, I specialize in orchestrating transformative strategies that propel the success of clients. My career is defined by my passion for innovation and my relentless pursuit of excellence. I excel in strategic leadership, change management, and team building, leveraging my skills to drive tangible results and foster long-lasting client relationships.Career Highlights:Client Retention Expert: Achieved a remarkable 95% client retention rate through strategic relationship management and service excellence.Innovation Champion: Engineered and implemented a cutting-edge CRM and client ticketing system, boosting response efficiency by 30% and enhancing operational productivity.Employee Engagement Advocate: Reduced employee turnover to less than 3% by fostering a culture of engagement, loyalty, and high performance among team members.Utilization Rates Steward: Instrumental in sustaining staff utilization rates at 80% on a week-over-week basis, optimizing resource allocation and project deliverables.Support Desk Strategist: Developed a specialized support desk to optimize team focus on strategic projects, maximizing resource allocation and enhancing project deliverables.Key Skills & Specializations• Strategic Leadership• Change Management & Transformation• Team Building & Leadership• Stakeholder Relationship Management• Cost-Effective Solutions Development• Vendor Relationship Management• Application & Database Development• Performance Management

Experience

1. ERP Team Lead - Customer Success - Sr Project Manager

   Tigunia

   Oct 2017 — Present · OK, US

   At TIGUNIA, based in Oklahoma, since 2017, I\'ve been pivotal as a Senior Project Manager on the Client Services Management Team. My role is multifaceted, centered on enhancing client operations across over 100 accounts, with 50 active concurrently. Here\'s a snapshot of my contributions and achievements:I elevate operations by managing ERP software projects, handling budgets between $1-$5 million, directly impacting operational efficiencies for user groups ranging from 25 to over individuals.I lead a diverse team of 13, including functional consultants, project managers, implementers, and developers, fostering seamless collaboration and execution.Collaborating with the Platform Services Group, I play a key role in managing infrastructure, hosting, and security projects, thus bolstering system reliability and protecting client data. My projects utilize Azure and private hosting services, ensuring scalable and secure applications.Key Achievements:• I successfully steered projects to completion on or under budget and within timelines, through strategic risk management, project kickoff meetings and continual team meetings engaging in project coordination and planning with C-level executives responsible for project success. • I spearheaded the development and enforcement of a proprietary project management methodology, boosting project delivery standards and client satisfaction.• In collaboration with the Services Delivery Manager, I ensured over 95% success rate for support requests, adhering to client SLAs.• I\'ve been instrumental in expanding client relationships and upselling services, thanks to personalized account management strategies.• I turned around previously failed projects by reestablishing trust and exceeding expectations, leveraging my deep understanding of ERP systems.• Conducting audits and GAP analysis, I identify any operational inefficiencies, crafting comprehensive strategies for data migration and highly dynamic ERP systems.

Education

• Linfield University

  Bachelor of Science - BS, Business Information Systems

• Portland Community College

  Associate of Science - AS, Computer Programming