Ryan Harvey

Change Management and organizational enablement professional with 7+ years of experience driving transformation initiatives in B2B SaaS environments. Expertise in applying ADKAR methodology to design large-scale adoption programs, restructuring workflows, and leading cross-functional teams through organizational change. Proven track record of reducing time-to-productivity by 50%, cutting onboarding cycles by 40-75%, automating 400+ hours of annual workload, and scaling programs across Sales, Customer Success, Product, and Channel organizations.

ATD Adult Learning Certificate holder with deep experience in technology-enabled change initiatives.

Manager of Internal Onboarding and Partner Enablement - SiteDocs Safety Corp (A Nemetschek Company) - Abbotsford, BC

(2025-01)

Launched enterprise-wide Learning and Development function responsible for organizational change initiatives across Sales, Customer Success, Operations, and Development.

• Organizational Design: Created and led new L&D function from inception, establishing governance structures and operating models for enterprise onboarding and partner enablement.
• Change Leadership: Designed standardized ramp workflows across 4 departments, reducing time-to-productivity by 50% and achieving sub 45-day employee ramp times.
• Desire Building: Built first partner enablement program for 6 value-added resellers, creating incentive structures and value propositions that reduced partner onboarding cycle time by 40%.
• Technology Transformation: Evaluated and piloted enablement technology stack to scale course delivery, content creation, feedback collection, and program analytics.
• AI Assistant Deployment: Launched AI-driven sales training tool for global teams (NA, APAC, EMEA), reducing product questions 60% in 3 months, 100% by 6 months. Enabled immediate product knowledge access without waiting for expert availability.
• Awareness & Communication: Owned feedback intake and reporting infrastructure using Trello dashboards, routing insights to Product and Leadership for strategic prioritization.
• Stakeholder Engagement: Delivered insights presentations translating engagement data into actionable narratives for business decision-making.
• Cross-Functional Alignment: Partnered with Product, Marketing, CS, and Channel Sales to synchronize launch timelines, messaging, and organizational readiness.

Customer Success Training Manager - SiteDocs Safety Corp - Abbotsford, BC

(2019-01 - 2025-01)

Moved quickly from a Support Specialist to become the first Customer Success Training Manager, driving customer-obsessed culture and operational transformation.

• Role Creation: Pitched and established position focused on optimizing Onboarding Program across Customer Success, achieving 40% reduction in training timeline for new staff.
• Knowledge Transfer: Developed and maintained Help Center with 500+ articles using text, interactive walkthroughs, and video tutorials to drive product adoption.
• AI Implementation: Piloted and deployed AI assistant and help center automation, achieving 90%+ support ticket deflection and reducing escalation volume.
• Capability Building: Created and maintained curriculum for internal learning management system, strengthening product knowledge and company value adoption.
• Process Redesign: Streamlined New Feature Release Process through cross-team coordination with Product, Marketing, CS, and Channel Sales, saving 400+ hours annually in launch overhead.
• Scale Enablement: Managed enablement operations for 100+ feature releases, ensuring Sales and CS teams had workflows, documentation, and training to support new functionality.
• Enterprise Enablement: Created customized, branded product training for Enterprise Customers, including safety procedure integration.
• Feedback Infrastructure: Designed support interaction, survey, and feature request systems to identify trends and drive customer-centric improvements with regular executive reporting.

Technical Solutions Team Lead - SiteDocs Safety Corp - Abbotsford, BC

(2022-01 - 2023-01)

Led high-performing team of 6 Technical Solutions Consultants supporting advanced product adoption and retention.

• Onboarding Process Design: Created onboarding workflow for new Technical Solutions Consultants, codifying knowledge base and transitioning from peer-to-peer to coursework-based training, resulting in 75% reduction in onboarding timeline.
• Product Adoption Strategy: Drove rollout, adoption, and retention of Analytics, Low-Code Integrations, and API Tools, contributing to 93%+ quarterly Analytics retention.
• Account Portfolio Management: Managed 50+ accounts, driving retention and upsell revenue through structured account management processes and proactive outreach.
• Customer Escalation Management: Provided full-cycle technical support via Zendesk, email, and phone, troubleshooting complex issues and de-escalating customer concerns with Salesforce tracking.
• Development Liaison: Represented customer perspective during QA testing and feature development projects between Customer Success and Development teams.

Sales and Service Representative - Pacific CoastCom - Abbotsford, BC

(2015-01 - 2019-01)

Top 25% sales performer with exceptional customer experience delivery across 19 Canadian branches.

• Consistently achieved top 25% sales rankings monthly, driving team revenue targets.
• Maintained 95%+ positive client satisfaction ratings through customer service excellence.
• Developed tailored product & service plans for diverse customer needs, including Deaf/Hard-of-Hearing accommodations.
• Led creation of client-facing troubleshooting tutorials for self-service support.
• Led company in Learning Center appointments, educating customers on device confidence and renewal drivers.

Certificate - Adult Learning - Association for Talent Development (ATD) (2025-01)