Strategy, Planning and Operations Leader
Demonstrated experience & success driving strategy, operations & global business development with expertise leading complex initiatives focused on growth and customer success.
PROFESSIONAL PROFILE
Defined business framework, policy, process and systems capability roadmaps to support new software subscription business resulting in $20M+/year in transformational investment.
Streamlined 56+ service partner programs into a single framework. Ensured globally consistent programs, and service product portfolios. Transitioned 66,000 partners into a global program, and introduced a new service portfolio, country by country within two years without impacting revenue or customer satisfaction targets.
Developed and implemented a Technical Services strategy to increase customer satisfaction and reduce cost using a data driven analysis; multi-tiered support, intelligent call routing, pro-active escalations and strategic use of out-tasking, workforce planning and collaborative support models. Resulting in savings of $55M annually with improved KPIs.
Operationalized Marketing Implemented policy, process and systems to support new product introduction and lifecycle management, global service pricing, service configuration, data management, portfolio management.
Developed and executed an innovative service globalization business plan to enter new countries at less than 10% the previous cost and with incremental revenue streams allowing us to expand the support footprint from 21 to 53 countries equating to 99% of our installed base with accretive margins.
Created a business case for development of technical support capabilities in China to support emerging product demand. The business case was based on an analysis of government infrastructure funding programs for local service providers. Resulting in a $20M investment with a full 3-year on-target payback. The PRC became a major market for the company.
Co-founder and Business Manager for Tandem's international systems integration division. Instrumental in developing an entrepreneurial start-up group from business plan to a strategic division with $51M in annual revenue.
Led negotiation and management of $150M of international prime contracts with Fortune 250 companies (Australia, Austria, Denmark, France, Hungary, Mexico, Netherlands, New Zealand, Thailand, U.K.); as well as supplier viability, deal structure and risk management.
EXPERTISE
Operations & General Management, Global Initiatives Management, Worldwide Sales Operations, Systems Integration, Financial Planning & Management, Strategic Business Solutions, Appreciative Inquiry, Portfolio Management, Marketing, New Product Introduction Process, Team Building & Leadership, Arbitration
PROFESSIONAL EXPERIENCE
CISCO SYSTEMS, INC., San Jose, CA 1997 - 2013
Director, Connected Business Operations, 2012 - 2013
Defined and implemented operational support for $6B software business, including new subscription / SaaS business models aligned with new product roadmaps and go-to-market initiatives.
Director, Worldwide Services Partners, 2009 - 2012
Business Architect for a cross-functional initiative to transform the services portfolio; services partner programs; and global go to market strategy for 66,000 Channel Partners. Responsible for framework and architecture to align strategy, operational requirements and enterprise architecture to drive unified partner experience and business objectives.
Director - Commerce Transformation - Service Marketing, 2007 - 2009
Member of Program Leadership Team. Co-led implementation and governance of a service sales and delivery system to support service and software business models ($38M/yr. CA level initiative Oracle 11i based Quote to Cash, Issue to Resolution, CRM / Projects).
Director Product Management Advanced Support Tools, 2004 - 2007
Led the Advanced Support Tools product management team responsible for "Smart Service" capability design, development and launch utilizing SaaS based product analytics, knowledge management and codified IP.
Co-led initiative to define and implement new technical support models focused on segmented customer requirements, advanced technologies, and high growth markets. Focus areas included tiered support, intelligent routing, pro-active escalation, strategic use of out-tasking and workforce planning. The initiative resulted in savings of $55M annually with improved customer KPIs.
Director, Marketing Operations, 2000 - 2004
Managed the operational planning and support group with functions including: acquisition integration, portfolio management, new product introduction process, global service pricing, competitive analysis, business analytics and master data management.
Business Development Manager - Global Support Operations, 1998 - 2000
Created and implemented the global support strategy to expand product support infrastructure from 21 to 53 countries representing 99% of the global installed base. Strategy included investment model, country qualification, local market requirements and introduction of appropriate services portfolios. Implementation included service sales plans, local and remote support, outsourcing, and spare part planning and logistics within Ciscos unique international tax structure. The business case in China resulted in $20M investment in services infrastructure with a profitable ROI.
Business Development Manager - Channels, 1997 - 1998
Business development for channel service sales working with global systems integrators, VARs and distributors.
PREVIOUS EXPERIENCE
SILICON GRAPHICS, Mountain View, CA, Marketing Manager
TANDEM COMPUTERS INCORPORATED, Cupertino, CA
- Worldwide Sales Operations, Business Development Manager
- Systems Integration Division, Co-founder and Business Development Manager
- Customer Support Organization, Manager, Support Marketing
- Customer Engineering, Marketing Analyst
EDUCATION
UNIVERSITY OF CALIFORNIA, Davis, CA
Bachelor of Science in Agricultural Economics and Business Management
AWARDS & ACHIEVEMENTS
Co-inventor on Patents Pending:
- Cloud-Based Auditing and Management of Licenses to Use Computer Products 2013
- Managing Trusted Relationships Among Parties Associated With A License For Using a Computer Product 2013 |
