Download PDF

Summary

I have over 20 years experience in the IT industry, ranging from hands on software development to full P&L responsibility for a $60M Technical Services organization. I have built Services organizations from scratch to multi-million dollar revenue producing units with responsibility for customers acquisition, staff growth and project delivery. Additionally, I was responsible for establishing and leading the Marquis Account Program at webMethods Software.

  • P&L Responsibility for $9M, 60 employee Professional Services group
  • Global Management of Customer Care operations for 100+ person, 5 Support Center organization with $60M annual revenue and 80% Gross Margin
  • Creation, Implementation and Management of Strategic Account Management Program for $250M Enterprise Software company
  • Specialization in turning around troubled Strategic Customer Accounts.
  • Market analysis and Service Offering development for Professional Services organizations leading to millions of dollars in new revenue opportunities
  • Consulting with Fortune 100 Companies to assist them in implementing repeatable, well defined Software Development practices aimed at increasing ROI in their IT systems

Work experience

Senior Software Engineer

Responsible for overall management of multiple software development projects as well as internal projects.

Manager Professional Services

Responsible for overall management of multiple software development projects as well as internal projects.

2001Present

Director Professional Services

Responsible for South West US and South American Professional Services Organization.

Achievements:

  • Developed professional services proposals for over $4M in services within first 4 months in this position.
  • Inherited several problematic clients and turned into major referenceable, profitable accounts.
  • Trained and brought on board 3 new Professional Services staff members in first two months with minimum impact to utilization and profitability

Responsibilities:

  • Translate customer business requirements into technical solutions and manage implementations
  • Technical account management of all professional services clients within the region.
  • Develop prospective clients into customers by positioning, sizing and proposing professional services.
20062008

VP Client Services

Systar

Managed a startup Professional Services and Technical Support team for Systar's North American business

Achievements:

  • Doubled Revenues from Professional Services in 12 months
  • Hired staff of 12 within 7 months and implemented all processes, tools and procedures to ensure successful and profitable Services engagements.

Responsibilities:

  • Oversee all business operations of a $3M Consulting organization

  • Develop Services Proposals for new customers and prospects

  • Responsible for overall Customer Satisfaction for North American customer base

20032006

Senior VP Customer Care

Global responsibility for managing webMethods' Technical Support organization

Achievements:

  • Grew the Customer Care team by 30% while increasing gross margin by 10% and maintaining highest level of Customer Satisfaction
  • Instituted standard problem resolution methodology within Customer Care leading to 10% reduction in customer issue resolution times
  • Consolidated multiple Asia Pacific Support Centers into a single Centralized Call Center in Kuala Lumpur leading to 10% increase in Gross Profit Margin

Responsibilities:

  • Oversee Global Customer Care operations at 5 Support Centers world wide

  • Develop and maintain webMethod's Support and Maintenance offerings

  • Manage annual renewals of customer's Support and Maintenance contracts

  • P&L responsibility for Global Customer Care organization

  • Ultimate responsibility for all Customer Support efforts at webMethods

20012003

Director Marquis Accounts Program

Global responsibility for managing webMethods' Strategic Account Program

Achievements:

  • Worked collaboratively with Sales, Customer Support, Professional Services, Product Development and Executive Management Team to develop and institute Strategic Account Program
  • Ensured successful, enterprise-wide deployment of webMethods technology at company's top 3 customers driving additional $10M in Services and Product revenue during 1st year and ensuring continued revenue stream from these customers

Responsibilities:

  • General management of Marquis Account Team

  • Evaluation of new accounts for inclusion in Marquis Account Program

  • Ultimate responsibility for Marquis Accounts overall customer satisfaction

19992001

VP Consulting Services

Full P&L responsibility for the Los Angeles Office of Xpedior, a $145M eBusiness Consulting firm.

  • Grew the Los Angeles office from $3M to $9M in revenue maintaining 60% Gross Margin

  • Managed the acquisition and integration of a 25 person Creative Services firm into Xpedior

19961999

VP Consulting Services

Select Software

Overall operational responsibility for SELECT Software Tools' Consulting Services division. The division provides Object Oriented software methodology training and mentoring to SELECT's clients.

  • Transitioned the consulting group from a pure sub-contractor based organization to a staff of 12 full time employees within one year.
  • Grew consulting revenue from $400,000 annually to over $2M.
  • Personally maintained a 20% billable rate delivering consulting services to major clients
19931996

Director Software Engineering

Responsible for development and maintenance of the Organizational Software Processes employed by INTERSOLV North American Consulting and Education Group.

  • Implemented a formal software development process within the consulting organization for use on all customer and internal projects
  • Defined the engagement methodology used by the INTERSOLV product support group
19881993

Systems Analyst

Prudential Insurance Company of America

Responsible for analysis, design and implementation of a PC based, C++ application utilized by Prudential's entire field sales force to illustrate insurance policy values to perspective clients.

References

Lee Richardson

"I had the pleasure of working for Richard over the course of a year while he was VP of Client Services at Systar, Inc. He is the consummate professional who has the unique combination of business savvy and interpersonal skills. Additionally, he is capable of managing the delivery of consulting and development services for a high growth or start up company. He has had a tremendous impact on my career development and continues to mentor me to this day."

Todd Mason

"Richard is one of those rare leaders that you always hope to work for but never really expect to exist.  I first worked directly for Richard at Select Software Tools in 1997.  When I left the company (to pursue a non-traveling position), Richard was immediately placed on my list of people with whom I must work again in the future.  That opportunity arose in 2007 and I jumped at the chance.  Richard again became my manager at Systar where he was Vice President, US Client Services and I operated as his department's Director.  Richard understands leadership in a way that most do not.  His expectations are high and his vision is insightful but he places pragmatism at the front of all he does and expects.  When working for Richard, one knows that his direction and decisions will be realistic and add value, that he will never sidestep any responsibility, and he will never create stress or pressure for his employees except where it is truly warranted.  Now that our careers have intersected twice, I am anxiously awaiting our third chance to work together."

Major Consulting Clients

Professional Associations

Education

1988Present

BA

Rutgers University/New Jersey Institute of Technology

Summa Cum Laude, Phi Beta Kappa