Brett Ritcey

Residence: Ontario, Canada

Senior Client Engagement Manager

Dynamic Leadership ♦ Customer Service ♦ Relationship Management ♦ Consulting

An experienced professional who has demonstrated the ability to successfully meet and exceed company
performance expectations and build service solutions that deliver on time and on budget projects and value for the
customer. A diverse mix of business and technical qualifications with more than 16 years of experience in service
pre-sales and delivery roles. Proven talent for translating technical and business requirements into practical solutions.
A leader that builds trust and strong productive delivery teams. B. Comm. and ITIL Certification with a sound
understanding of IT systems and service management best practices and technologies, with particular
expertise at:

• Recruiting and staffing for engagements using internal as well as partner consultants
• Managing service delivery from a senior level oversight position as well as managing individual projects
• Building trusted relationships with customers and internal company staff
• Managing high profile customer engagements and support cases
• Contributing to and writing proposals that effectively sell services capabilities and win business
• Ensuring attainment of customer satisfaction and retention for future business
• Preparing and delivering presentations to “C” level executives

Professional Experience
Versa Systems, Toronto Ontario
A leading provider of Professional and Business Licensing and Enforcement back office and portal solutions for US
government agencies. 100 employees with offices in Chicago, Austin and Toronto.

Client Solutions Director 2009 – Present

Reporting directly to the VP of licensing solutions. Brought on board to manage the activities associated with the
Request for Proposal (RFP) process ensuring the highest quality of service is provided with emphasis on quality,
consistency, accuracy, efficiency, customization, and presentation. As a subject matter expert in the regulatory
licensing field responsible for influencing product direction and building marketing strategy for new products.

• Within first 6 months with company led the development of RFP responses for 3 major US state bids ranging
from $500,000 to $3 million in revenue potential.
• Accountable for the complete RFP response process.
• Collaborate with account teams and sales management to influence and determine strategic direction
and key messaging for responses.
• Navigate organization to determine best proposal response resources.
• Collaborate with cross-functional proposal teams to bring continuity to proposal responses.
• Create proposal milestones and responsibility matrix for management of proposal response.
• Review and analyze team response content for message, logic, and impact.
• Acquire all needed executive approvals for non-standard commitments.
• Maintain accurate records of each proposal for detailed reporting.
• Ensure all proposals are produced and submitted on-time with high quality and in accordance with company
standards.
• Team with account teams to build and present proposal oral presentations as subject matter expert.
• Review winning and non-winning bid results for the purpose of providing continuous improvement.
• Influence product direction from analysis of gaps in requirements.
• Institute new procedures and processes to streamline RFP response delivery.
BMC Software, Markham Ontario

$1.8B enterprise management software company. BMC Solutions allow IT technologies and processes to be
executed efficiently and managed based on business needs, so that new services that bring business value can be
delivered, while also supporting existing services at lower cost. 6,000 employees. Headquarters in Houston Texas.

Partner Manager 2006 - 2009

Brought on board to grow channel sales for BMC Canada, to strengthen relationships with existing partners and to
maintain/improve working relationship between the direct and partner sales teams with the goal to drive revenue and
improve operations. Responsible for establishing and driving partner technical enablement activities and managing
contracts.

• Exceeded quarterly revenue targets for assigned partner base with annual revenue in excess of $7M.
• Identified and managed business development activities, which resulted in 30% year-over-year growth for
partners.
• Accountable for the complete reseller relationship between the company and the partner.
• Achieved certification to deliver partner solution sales training for new partner sales reps.
• Developed the Dell Canada partnership from the ground up to achieve significant revenue gains.
• Developed successful relationship with BMC Management and Sales to help sell value and grow /maintain
revenue through the channel.
• Communicated regularly with partner to provide continued awareness of company programs and policy
changes affecting the partnership.
• Organized and presented partner awareness sessions for new company staff and management.
• Recruited new solution partners to grow Canadian revenue.
• Collaborated with partner to build and execute realistic business plans.
• Consulted and provided advise to partners on how best to be communicate with company operations.
• Managed the execution of technical plans that allowed partners to achieve yearly targets for technical
enablement and certifications.
• Managed the resolution of high profile escalated issues that reduced the reliance on company sales staff to
perform this function and increased customer satisfaction.
• Developed training curriculum for technical training workshops delivered in local offices across Canada.
• Navigated within company to successfully secure resources and information to support partner initiatives.
• Implemented a program for establishing an on-line hosted demonstration environment.

Senior Client Engagement Manager 2001 – 2006

Brought on board to grow professional services revenue for BMC Canada, to provide subject matter and consultative
sales expertise to the sales team, to provide input into the overall approach to selling services, to engage in territory
and account planning and drive execution against targets, to improve the quality and definition of project scope, and
to improve overall project success rates and ongoing relationships with the customer.

• Grew services revenues 35% per year and regularly achieved 120% of revenue targets.
• Achieved high customer satisfaction scores.
• Oversaw and managed successful engagements for Bank of Montreal, Sun Life Financial, Canada Life,
Canada Revenue Agency, and Teranet, ranging from $100,000 to $2,000,000 in revenue.
• First to deliver the company’s Services “Fast Track” delivery methodology to partners, customers, and
account managers.
• Accountable for the complete services relationship between the company and the customer.
• Successfully sourced, built and managed relationships with new consulting partners for services delivery.
• Developed strong senior level consultative relationships with customer to help drive on-going revenue.
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Brett Ritcey – Page 2

Brett Ritcey – Page 2

CSDC Systems, Toronto Ontario
Enterprise software applications that help local, county, provincial and state governments track and manage permits,
land development, licensing, and inspections. 50 employees. Headquarters in Toronto.

Engagement Manager/Delivery Services Manager 1998 - 2001

First senior manager in charge of services. Responsible for building, managing and mentoring implementation teams
including business analysts, project managers, application installers and data conversion experts. Managed delivery
partner network. Responsible for achieving services delivery targets.

• Accountable for the complete services relationship between the company and the customer.
• Successfully sourced, built and managed relationships with new consulting partners for services delivery.
• Developed strong senior level consultative relationships with customer to help drive on-going revenue.
• Built trusted relationships which resulted in invitation to customer steering committee meetings.
• Managed numerous complicated service contract negotiations with delivery partners and customers.
• Teamed with sales and delivery teams to define scope and prepare and present Statements of Work.
• Analyzed requirements and built and presented detailed statements of work which clearly set expectations
for delivery.
• Supported sales teams and delivered professional services presentations.
• Managed the resolution of escalated customer support issues that resulted in the building of trust and
improvement of customer satisfaction.
• Managed an implementation services team of 20.
• Grew the services organization from 3 to 20 resources in just 3 years.
• Grew consulting revenue 30% year over year.
• Able to maintain 50-75% billability with all resources.
• Able to maintain personal 25% billability.

Senior Professional Services Consultant/Project Manager 1992 - 1998

Implemented solutions for customers. Trained and mentored new consultants. Prepared technical RFP responses.
Promoted services offerings to direct sales teams and customers. Acted as pre-sales consultant to build and deliver
solution demonstrations. Acted as project manager and led delivery teams.

• Planned, managed, and delivered implementation projects of over 40 medium to large projects with budgets
ranging from $250,000 to $5 million, with implementation teams of 2 to 20 individuals.
• Co-built and documented the CSDC FASTrack delivery™ delivery methodology, a method based on PMI
standards and PMBok body of knowledge.
• Applied CSDC FASTrack delivery™ method on project delivery.
• Lead a major project to define data conversion standards and documented procedures.
• Designed, programmed and documented Release 1 of the Company’s’ in-house Service Desk application.
• Created, documented, and delivered customer training courses for SQL programming, Application
Administration, and Application Users.
• Marketing and sold on-going training courses for upgrades and new releases to the existing customer base,
to generate incremental revenue.
• Provided technical and business best practices guidance to customers which allowed attainment of
maximum value from the solution.

Customer Service Manager 1990 - 1992

Responsible for building in house customer support organization. Established support processes and best practices
and hired/trained support L1 representatives and L2 technicians.

• Accountable for complete operation of the support services department.

• Complete responsibility for ensuring customer service levels were maintained.
• Managed team of 5 support representatives.
• In conjunction with R&D designed in house help desk application and associated workflows to support best
practice process for service support and delivery.
• Hired and trained call centre analysts.
• Established ITIL based processes and procedures for incident handling and problem resolution.
• Gather and report support KPIs
• Reduced response times to acceptable levels based on ticket priority.
• Responsible for all aspect of client care working in concert with company account managers.
• Built strong trusted relationships with key customers and managed support relationship.
• Increased customer satisfaction ratings for overall support and client care.
• Identified revenue opportunities for additional solutions and services.
• Developed strong relationships with delivery partners.
Brett Ritcey – Page 3

OTHER PROFESSIONAL EXPERIENCE

Account Manager, Product Sales, Food Service Company

Account Manager, Product and Services Sales, Medical Management Software
Computer Programmer and Implementation Consultant, Point of Sale Software
Senior Technical Writer, Real Estate Management Software

EDUCATION

Graduate Degree - Bachelor of Commerce University of Guelph, Guelph Ontario

Graduate Diploma - Computer Science, Control Data Institute

PROFESSIONAL DEVELOPMENT

Graduate - Oracle Courses in Database Management and SQL programming

Graduate - York School of Business Courses in Advanced Management, Leadership Building, Coaching and
Mentoring
Completed - Project Management Basics
Completed - Consulting and Collaboration
Achieved - ITIL Foundation Certification
Completed - Getting to Yes
Certified - BMC Software Solution Sales
Certified - BMC Software Service Automation
Completed – BMC Remedy Action Request Administration training

SOFTWARE AND DATABASE PROFICIENCY

SOFTWARE AND DATABASE PROFICIENCY
• PROGRAMMING LANGUAGE: SQL, Powerbuilder, and PL/SQL
• DBMS: Oracle, Sybase, Informix, and MSSQL
• NETWORKS: ETHERNET using TCP/IP, IPX, Named Pipes
• OPERATING SYSTEMS: Microsoft Windows, MS-DOS and Unix
• SOFTWARE TOOLS: Microsoft Office Suite, including Project, PowerPoint, Word and XL, and
Visio Flowchart.
• The Remedy Action Request System
• BMC Patrol and Event Manager
• Business Objects
• Siebel CRM
Brett Ritcey – Page 4