Senior Manager with a proven record of success in Sales Operations, Business Segment Management and Customer Service General Management in high technology. Excellent skills in business planning, budgeting, forecasting, program management, detail oriented, strong problem solving skills. |
Summary
Senior Manager with a proven track record of success in Sales Operations, Business Segment Management and Customer Service General Management in the high technology industry. Excellent skills in business planning, budgeting and forecasting, and program management. Detail oriented with the ability to work across organizations. Strong problem solving skills, high standards of excellence and consistently built high performance teams.
Experience
3Com Corporation, Marlboro, MA 2004-2006
Director-Sales and Marketing Operations
Responsible for development and implementation of the Service Sales Model, Compensation Plans, Bonus
Programs, forecast process, policies/practices, service pricing and Marketing in the Americas.
• Established the Service Sales Model covering Inside Sales, Field Sales, Marketing and Operations. Included development of staffing plan, hiring, compensation plan and bonus programs. Revenue target exceeded for 6 consecutive quarters after implementation.
• Revised forecast model in the Americas to provide better alignment to the organization, clear line of sight and better visibility to risks and opportunities. Consistently achieved a forecast accuracy of 99 percent on a quarterly basis.
• Created numerous policies and practices for service sales to enhance selling effectiveness including sales rules of engagement, sales crediting practices and Professional Services order checklist. Established consistent pricing and discount practices for Maintenance Services.
• Drove updates to all service marketing material including service presentations, data sheets, service offer matrix and partner service delivery program.
• Managed all service specific marketing promotional programs for Maintenance and Professional Services including email promotions, web based promotions and mailers. Promotional activity led to the establishment of a direct relationship with a major distributor that improved margins on all orders.
• Managed the development and launch of a resale agreement with an IP Telephony Managed Service provider establishing new capability for the company. Results included packaging, pricing, terms and conditions, service offers, service descriptions and training for the sales force.
Hewlett-Packard Company, Marlboro, MA 2002-2003
Director – Sales Compensation Operations/Business Fundamentals
Responsible for development and implementation of Compensation Plans, Order Forecasting processes and Order Reporting for the Services organization in the Americas.
• Managed the roll-out and execution of the Sales Model and variable compensation plans for 600 sales professionals resulting in clear assignments, full quota deployment and accurate compensation payments.
• Drove the development and implementation of an automated tool that translated service contract information to orders for reporting and compensation purposes. Contract order value impact at greater than $2B annually.
• Integrated Sales Policies and Practices for the pre-merger companies (HP/Compaq) resulting in a simplified set of practices for the Americas.
• Introduced an order-reporting tool that mapped accounts and geography to the Sales Model and enabled senior executives to understand order volume and performance levels.
• Resolved numerous order management process and system issues that had a positive impact on order performance and sales compensation.
Compaq Computer Corporation, Shrewsbury, MA 1997-2002
Director – Sales Operations
Developed and implemented the Sales Model, Compensation Plans, Sales Crediting Policies and Practices, sales tools, compensation payments and expense budgets and forecasts in North America.
• Drove implementation of the Services Sales Model and achieved quota alignment with the Enterprise sales force. This resulted in a common set of goals for Services on designated accounts.
• Created the Focused Sales Objective menu as a key element of the compensation plans. Tracked performance and managed payments based on achievement.
• Delivered tools used for revenue initiative reporting, pipeline management and contract base management that improved the effectiveness of the sales organization.
• Developed and managed expense budgets for Sales and Marketing. Actuals were consistently managed at or below targeted levels.
Digital Equipment Corporation, Lexington, MA 1995-1997
Manager – Sales Operations, East Region
Responsible for implementation of the Sales Model, Quota Deployment to the sales force, policy interpretation, forecasting and resolving crediting issues in the East Region.
• Developed a model for sales quota deployment that tied to the region’s revenue plan. This model was adopted for use across all regions.
• Influenced the design of order reporting tools for new business to meet the needs of all U.S. regions.
• Managed sales crediting issues to timely and equitable resolution.
• Managed Sales credit exception requests, documenting the business case and reason for the request. North America approved 100% of requests.
Digital Equipment Corporation, MA 1980-1995
Numerous roles in Service Delivery, Customer Service General Management and Business Segment Management.
• Successfully managed service delivery organization to consistently achieve customer satisfaction goals as a Service Delivery Unit Manager.
• Achieved balanced business performance across customer satisfaction, employee satisfaction, and financial goals as a Branch Manager.
• Recognized for achieving the highest revenue growth, profit improvement and customer satisfaction in the U.S. as a Business Segment Manager.
Education
Northeastern University, Boston, MA-Electrical Engineering |
