Glenn Ulmer

I love developing people and creating meaningful, human-centered customer experiences. Whether it’s empowering teams or resolving complex client challenges, I’m energized by helping others grow and building trust-driven relationships.

I approach my work with empathy, clarity, and honesty—fostering an environment where people feel seen, supported, and set up to thrive. I structure processes and performance metrics not just to deliver results, but to uplift the people behind them.

The value I bring lies in turning insights into action: developing strong leaders, fine-tuning operations, and ensuring customer needs are met through empowered teams. By focusing on individual strengths and cross-functional collaboration, I help organizations grow with purpose and precision.

Stoneridge Software May 2023 - June 2025

Team Manager, Client Experience

Provided leadership, direction, and guidance to Consultants and Developers, enabling them to achieve team and individual goals while supporting our Microsoft Dynamics GP and Cloud Services clients.

• Built GP to Azure offer, including work breakdown structure, in collaboration with GP team and cloud services team to establish fixed price model which maximized cost effectiveness and optimized migration process, resulting in client savings and improved security.
• Led two teams, with 14 total team members within a support environment, driving strategic growth initiatives, resource planning, and service delivery excellence while achieving key metrics in SLA compliance, client satisfaction (CSAT/NPS), and billable utilization.

Director, Support Services

Supervised and guided a team of 14 technical professionals to deliver outstanding managed services to 60 BMC customers. Facilitated culture of accountability by acting as main liaisons for all managed service concerns, resulting in substantial decrease in customer churn and increase in satisfaction levels. Optimized efficiency by reorganizing operations and overseeing resources, improving overall productivity and output.

• Implemented ITIL-based service management strategies to enhance operational performance, resulting in 90% SLA compliance and 94.8% customer satisfaction.
• Optimized budget allocation and streamlined operations, enabling the team to exceed gross margin targets and improve overall financial performance.

Client Services Director

Oversaw team of 20 Project Managers and Solution Architects while fostering positive working relationships and ensuring high productivity/job satisfaction. Identified and resolved complex project issues for enterprise clients, such as ICBC, PHSA, and BC Investment Management Corp., by leveraging exceptional problem-solving skills and improving project outcomes and client satisfaction through collaborative teamwork.

• Achieved revenue growth and improved contribution margin by consistently exceeding targets for Project Management and Solution Architecture P&Ls in BC while ensuring high client satisfaction and retention.
• Led IT roadmaps and quarterly business reviews with clients by collaborating closely with sales to conduct strategic and tactical planning, resulting in improved client relationships, increased revenue, and greater market share.

Regional Services Manager | 2018 – 2019

Directed team of five Delivery Managers/64+ technicians and oversaw $50M+ in revenue to acquire project success, customer satisfaction, and profitability. Streamlined operations with strategic initiatives, process improvements, and cost savings, increasing efficiency, revenue, and loyalty. Fostered cross-functional collaboration between Sales and Services to promote customer-centricity, drive sales effectiveness, and maximize margins.

• Improved communication, collaboration, and time management across organization by establishing and leading Priority Management's "WorkSm@rt" training program.
• Developed strong partnerships with enterprise clients like Interfor, BC Hydro, BCLC, and WorkSafeBC by delivering customized solutions and exceeding expectations.

Oversaw Professional Services (PS) and Managed Services (MS) operations in British Columbia to ensure successful project management, governance, resource scheduling, and delivery of high-quality services. Monitored and handled PS budgets, forecasts, and billing while focusing strongly on service delivery. Identified and resolved customer concerns by promptly responding to inquiries and issues and proficiently managing expectations. Served as primary point of contact for sales engagements and conducted SOW evaluations to ensure compliance with PS guidelines and pricing models. Collaborated on creation of cutting-edge and competitive solutions, emphasizing superior service delivery. Instituted efficient financial management and expense control methods to maintain optimal profitability.

• Drove $4M in annual revenue by administering monthly billing and gross margin for British Columbia's PS offerings.
• Acquired a 40% gross margin target quarter-over-quarter by fostering and sustaining favorable client relationships.

Master of Business Administration (MBA)