Frank Cusick
Professional Service Practice Development & Management • Program/Project Management
Sharon, MA
Senior Professional Services executive with extensive experience delivering services to top companies. Manages projects and P&L. Strong background in software engineering, architecture technical team leadership. Special expertise in online Marketing Automation, Digital Marketing, CRM, SFA, ERP, and Supply Chain Management. Published numerous articles on IT operations and business-process re-engineering (details available on separate Addendum Page).
• Consistent record of contribution, promotion and success for every employer ever worked for.
• Transforms every customer into a loyal fan by creating an organizational culture that achieves 100% commitment to excellent customer service – actively encourages each employee look for opportunities to improve in every projects.
• Extensive business-development experience in N.A. and Europe, China, Singapore, Malaysia, Australia, and India.
• Extensive delivery partner development experience in N.A. and Europe
• Particularly expert in two areas: mining incremental revenue from installed customer base and squeezing costs out of professional-service operations.
Work Experience
Vice President of Customer Services
2009 to Present
Meitasoft Inc (www.meitasoft.com) provides online marketing automation products and services solutions to medium to large businesses throughout the US and Canada. Im responsible for managing all customer service functions and growing service revenue - very hands on situation.
Vice President of Professional Services
2007 to 2009
Ross ERP & Supply Chain Product Lines (PLs)
Promoted in 2007 to develop expanded portfolio of CDC business, reporting to EVP Customer Services. Clients include Alaska Credit Union, Gulf Chemical, Nexgen Pharmaceuticals, Nucor Steel, and Shire. Currently managing two key product lines (Ross PL and Supply Chain PL). Industries - F&B, LS, Metals, and Chemical
• For Ross PL ($17 million, 2009): Actively managing over 130 projects per quarter and staff: regional VP, 3 directors, 4 technical managers 14 PMs 51 consultants and subcontractors.
• For Supply Chain PL ($5 million, 2009): Managing 1 VP, 2 directors and 14 consultants.
• Drove professional services revenues to highest levels achieved in company’s history ($26 million in 2008) and Improved net margin from 16% to 30% over 4 quarters.
• Doubled each director’s quarterly revenue production from $500K to $1+ million
• Halved free work hours caused by poor project quoting to and mismanagement of projects.
• Developed and marketed a portfolio of services to the installed base. Drove development of smaller-footprint implementation packages.
• Created weekly process for forecasting revenue that achieved accuracy of quarterly forecasts within 10%.
• Consistently exceeded 07-08 quarterly revenue and margin targets.
Vice President of Professional Services Marketing Automation
2004 to 2007
Introduced new service options, including monthly retainers and outsourcing service models. Developed key delivery partners in U.S. and Belgium. Met or exceeded professional-services metrics and financial goals each quarter
• Launched successful professional services practice. Sold and managed marketing automation implementations and follow on projects.
• Increased annualized revenue per head to $302K, an all-time peak.
• Doubled average per-project revenue by extending the delivery model and methodology and sustaining high billing rates ($200/hour).
• Developed highly acclaimed, industry leading examples of automated relationship-marketing and e-Commerce campaigns for Pharmacias prescription and non-prescription brands, for example: Rogaine for Men and Women, Nicotrol Smoking Cessation and Depo-Provera. Achieved marketing results in 100% compliance with FDA, HIPPA, and EU medical privacy laws.
Vive President Professional Services CRM and Marketing Automation
2002 to 2004
Hired to conduct hands-on business development, including: selling, defining, proposing, negotiating, closing, planning and staffing. Grew professional services and support sales in eastern North America and EMEA. Delivered services based on Pivotals CRM and Marketing Automation products - project sizes ranged from $50K-$300K.
• Consistently exceeded quarterly revenue targets.
• Brought on numerous top-tier clients, including GE Plastics and Time Warner.
Vice President of Professional Services
2000 to 2002
Mountain View, CA 2000-2002
Provides marketing automation (web+email+workflow) services and software.
Vice President of Professional Services
Recruited to launch regional office that included Midwestern-Eastern U.S. and Europe. Delivered marketing automation services (Web/Email plus workflow) to numerous top clients including Standard & Poors, Dunn & Brad Street, Pfizer, Applied Biosystems, Sharp USA, Documentum, FileNet, Road Runner, and many more. Later took charge of all North America and Europe later reporting to the SVP Ops and then to the CEO.
• Bootstrapped the practice in Boston, starting from scratch. Drove revenue growth for five straight quarters despite the "dot com" bubble bust. Achieved and sustained $200/hour billing rate during last 3 quarters.
• Developed key service partners in US and Europe (UK and Belgium)
Director of North American Technical Services
1997 to 2000
Chicago, IL 1997-2000
Provides enterprise software solutions for ERP and SCM. Acquired by Infor
Director of North American Technical Services
Recruited to start eastern area regional practice, reporting to GM. Delivered core and boutique technical services based on SSAs Unix and AS400 based BPCS (ERP) products. Delivered installation, tuning, configuration, software extensions, integration and training. Project sizes ranged from $100K to $500K.
Key contributor to SSA growth: Grew practice to 4 regional offices with 40 consultants and 25 contractors by developing regional delivery partners.
Grew revenue to $16 million in 1998 and $17 million in 1999 - before Y2K slammed the door closed on ERP Sales
Summary of Prior Experience (1984-1997)
Manager Client Services
1984 to 1997
WW Applied Objects Systems Integration Group. Group delivered large SI projects to Boeing, Northrop Grumman, BoA, Wells Fargo, Optus (TeleCo in AU), and Harland and North in Belfast. Numerous roles included Engineering Manager, CORBA Porting Group (1991-1993); Computer Integrated Manufacturing (CIM) Product Architect and CIM Engineering (1990-1991); CIM Standards Architect (ISO, NIST, CALs, PDES, CITIS) and CIM Engineering (1989-1990); Projects Architect, CIM Engineering (1987-1988); Project Lead and Project Manager roles, CIM Engineering (1984-1988).
Education
B.S. in Mathematics
Skills
professional services, director, program manager, project manager, erp, crm, internet marketing, business and technical team leadership
Additional Information
Areas of Expertise
Building and managing professional services organizations • Program/Project Management • Remote Team Management • Marketing Automation/E-Commerce/E-Marketing (B2B & B2C) • Hosting/remote services •Web development • Web content management • Training services • ERP • Supply Chain Management • MES • LIMS • Quality Systems • Factory Device Data Collection • SFA • CRM • Hosting • SharePoint services • Business Intelligence • Custom programming • Business Process Management/Work Flow • Systems Integration • Lean and Continuous Improvement Services • Business Process Management/Work Flow • Audit and Assessment services • Custom Continuous Improvement services • Software solutions consulting • ROI Selling • National (NIST) and International standard bodies (ISO)
