Mitchell Kramer

Macomb, MI 48044
(586) 909-7193 cell [email protected]
www.linkedin.com/in/mitchlkramer

EXECUTIVE PROFILE
Global Leadership Business Development Technology Solutions Customer Relationship Management
IT Strategy, Architecture & Systems Negotiations Operations & Service Delivery P&L Responsibility
Experienced senior level global executive with over fifteen years of leadership success across multiple technologies and industries.
Promotes game changing technologies to transform organizations and improve profitability and efficiencies. Drives organizational
growth, size, revenue, and customer satisfaction by leveraging leadership ability and expertise in the cloud environment and
leading edge technologies to bring significant financial value to organizations.
Identifies and embraces industry changing initiatives, adapting to rapidly evolving business environments. Builds cohesive and
dedicated teams driven to achieve customer service excellence and ensure objectives remain aligned with company strategy.
Develops strong partnerships to support growth initiatives, secure operational support and achieve client success.
Additional competencies include:
Strategic Alliances
Cloud Computing
Platform as a Service (PaaS)
Identity Management (IDaaS)
Global Account Management
Customer Success Management

Outsourcing
Customer Support
Software as a Service (SaaS)
Business Process Development
Project Management & Implementation
Staff Supervision & Performance Management

CAREER SYNOPSIS
Accretive Solutions Inc, Troy, MI

2014 Present

Recognized nationally for expertise in multiple fields including accounting and finance, enterprise governance, business transformation and
information technology.

Senior Business Process, IT and Financial Consultant

Successfully providing expert knowledge and advice for multimillion-dollar enterprise projects
Currently consulting with DTE Energy, overseeing a multi-million dollar project with City of Detroit representing the Treasury.
The migration of former Detroit Public Lighting Division customers and infrastructure to DTE.
City of Detroit being in bankruptcy until recently is a very key component in the project financial execution and reconciliation.

Covisint Corporation, Detroit, MI

20012014

Provider of the leading cloud-based corporate business process engagement platform for collaboration with external business partners, suppliers and employees.
Founded by Big Three automotive companies, Ford, GM and DaimlerChrysler in 2001. Covisint has expanded its client base into multiple industry verticals,
including healthcare, travel, financial services, and energy.

VICE PRESIDENT, SOLUTION DELIVERY/CUSTOMER SUCCESS (2007-2014)

Managed global organization responsible for Account Management, Client Enablement, Service Delivery, Contract
Management and Customer Support for clients in automotive, healthcare and energy industries.
Successfully oversaw all aspects of global multi-lingual Level 1 and Level 2 customer service/delivery for global automotive,
healthcare, and other clients, supporting over 750,000 users with service centers in EU, South America and Asia
Significantly increased revenue from $20 million to $97million over an eight-year period by negotiating and closing multi-year,
implementation and subscription service contracts with global multi-national corporations.
Reduced risk by overseeing all aspects of contract development, including legal terms, service level agreements, and
operational and implementation services.
Achieved SOC II audit compliance for Covisint Cloud Services.

Mitchell Kramer (586) 909-7193

Managed 7x24 global call center producing call and trouble ticket response time metric reporting. Met or exceeded customer
SLA, servicing over 8000 customer contacts per month with ATA (average time to answer) of 10 seconds and less than 10
percent call abandonment.
Interfaced between customer and product development/product management for new product enhancements.
Improved customer service for global subscription customer base by building 25-person client management/customer success
team, offering a single point of contact/support for Covisint Cloud Service subscribers.
For over ten years, developed, negotiated and signed over $300 million in total contract value, building strong customer
relationships with companies like General Motors, Ford, Daimler, Chrysler, Ally Bank, Carlson Wagonlit, Shell BV, AT&T and
Cigna. Contracts covered all aspects including SOW, T&Cs, Operational SLAs, Penalties, IP protection, and Confidentiality.
Expedited business inquiries and contract revenue tracking by building operations team that oversaw invoicing, salesforce
automation, customer acceptance, billing inquiries, and revenue recognition tracking.
Streamlined contract development by building contract management team that developed consistent contracts and automated
common contract documents, such as nondisclosure and standard business associate agreements.
Took private company through the IPO process, filing S1, creating global entities and managed the transition from Compuware
to the new Covisint LLC and its global subsidiaries.
Managed all client monthly service invoicing for subscription and one-time professional services.
Instrumental in achieving $60 million in subscription revenue by staffing and executing the Global Covisint Customer Success
organization. Developed the charter for the organization to oversee customer satisfaction, operational performance or contract
renewal. The staff included approximately 15 customer success managers in multi-industry disciplines.
Dramatically increased services by 25% to over 750,000 global users by adding four new service channels and introducing
new Level 1 Outsourced Covisint Help Desk multi-year agreements with a cost neutral position. Changes included a complete
procurement process from RFP to contract negotiation, off shore service and implementation in less the 12 months.
Created and rolled out tool used by executive management to evaluate customers needs, renewal rates, service quality and
general customer health. Developed Customer Service Report Card for measuring customer satisfaction in six key areas of
business, operations, one time delivery, product roadmap, executive sponsorship, trouble ticket response time/overall rating.

VICE PRESIDENT/DELIVERY SERVICES/PROJECT MANAGEMENT OFFICE (2006-2007)

Successfully facilitated customer acquisition and client satisfaction by managing all aspects of client implementation and
acceptance, scope, delivery, and staffing.
Improved operations by building an internal delivery services organization with roles, processes, and staffing.
Developed and fostered the success of outsourced professional services team, created by collaborating with parent company
and clearly defining outsourced service models, financial model, and billing methodology.
Built and implemented the first true customer implementation organization (professional services) in Covisint, including roles,
responsibilities, RASIC charts, staffing plans, organization structure, to allow for better predictability on staffing, timing and
costs for the new delivery or customer funded product enhancements

DIRECTOR OF PROJECT MANAGEMENT OFFICE (2003-2005)

Enabled on-time/budget project completion by building/managing project management office and team of 14 project managers
who led all global implementation projects, implementing project management methodology.
Supported 100,000+ users by delivering major OEM automotive global supplier portal projects.
Delivered OEM Supplier portal projects providing delegated Identity Management for global supplier to OEM content and
supply chain applications.
Developed and implemented professional services project P&L process, a system that provided for the first time in company
history, the true costs and profitability of one time delivery projects.
Implemented Compuware Changepoint Time keeping system for all Covisint employees globally, involving over 1000 people
including contractors. This system provided actual, auditable date for all billable and operation staff in the company which
significantly helped budgeting and expenses management for the organization by dramatically improved the expense
forecasting process, moving from a monthly expense estimate to weekly actual expense consumed.
Introduced and operated sales proposal pricing review for executive review of proposed pricing prior to sales delivery to
prospective clients. This process was in place for over ten years and preserved pricing consistency, protected gross margin
and contained sales scope.
Delivered Daimler global supplier portal bringing $2.8 million in one time delivery revenue and annual recurring revenue of $2
million.

Mitchell Kramer (586) 909-7193

DIRECTOR OF BUSINESS DEVELOPMENT (2001-2003)

Negotiated and executed strategic partnership agreements valued at over $100 million, with RSA, Oracle WebMethods,
Microsoft, IBM, and Weblogic. Developed reseller and revenue sharing relationship and partnered with technology division to
negotiate and execute core software contract.

Electronic Data Systems Corporation, Troy, MI

Pre 2001

A global provider of information technology and IT outsourcing services to Fortune 500 clients. EDS was purchased by General Motors 1984 and became the
sole IT provider to GM globally. In 2008, EDS was purchased by Hewlett Packard Corporation.

ENTERPRISE INTEGRATION ARCHITECT (1996-2001)

Specialized in architecting middleware solutions for large enterprise applications; SAP, Peoplesoft, etc.
Clients included General Motors, Anheuser Busch, Hong Kong Government, and Malaysia Telekom.
Tools included IBM MQ-Series, Object Brokers, Crossworlds, and Webmethods.

APPLICATION DEVELOPMENT TEAM LEAD (1992-1996)

Developed client/server application for GM Safety and Crashworthiness organization. This application integrated crash
simulation data with actual lab crash test results for analysis and validation significantly reducing actual tests required.
Implemented first multi-site shared documentation server utilizing Mosaic (predecessor to HTTP). This application was the first
client/server application in GM to utilize Sun UNIX workstations client and IBM mainframe as the Oracle database server.

EARLIER POSITIONS AT EDS: NETWORK ADMINISTRATOR AND PC SPECIALIST

EDUCATION

Central Michigan University, Mount Pleasant, MI

Bachelor of Science, Computer Science

AFFILIATIONS
National Whos Who, Registry Membership