Alison Shen Email & Phone Number

California, United States

-Drive and execute strategy for yearly and quarterly Professional Services / Customer Success initiatives; includes launch of new offerings, build tooling and process to support new initiatives, creation and refinement of KPIs to track rapidly changing selling environment-Drive program to accelerate product adoption and mitigate churn and contraction through improved Professional Services selling and delivery strategy. Manage program to ensure alignment across multiple stakeholders and teams, deadlines met, and milestones completed.

-Partner with Finance to develop annual/quarterly targets for PS KPIs; built a headcount/capacity model and contractor budget to support these targets-Create and enable PMO team on operational processes within PSA to maintain data cleanliness and integrity-Create standard dashboards and reports in SFDC, providing visibility to leadership as well as PS team to manage portfolio of offerings; review PS KPIs with PS Leads weekly-Implement new PSA system (Cloud Coach) to centralize PS data and provide team with additional functionality. Managed implementation contractor and led all project phases from discovery and requirements building to migration and enablement to post deployment-Collaborated with Customer Success and Sales Engineering teams to develop and formalize RACI and steps for the Sales Handoff Process-Partnered with Analytics team to develop insights on Services efficacy within Looker - PS impact on expansion, renewal and customer health-Led GTM effort of new Instructor Led Training SKUs with cross functional teams; created automated process to deliver training credits/codes to the customer once sold-Created month close processes to ensure completeness and accuracy of data. Resulted in the elimination of weekly/monthly meetings with Revenue team

-Focus on supporting partners to build a successful Docusign Agreement Cloud practice with qualified delivery practitioners to drive Partner Led strategy-Collaborate with Partners to create revenue targets for FY and craft an enablement plan to support those targets-Collaborated with Operations team to create KPI dashboards for Partner Success Manager org; created process and functionality within SFDC to track Partner Success Manager engagement with SI partners

San Francisco Bay Area

-Focus on operational processes to facilitate growth at scale in Commercial and International markets-Created standardized KPI dashboards and reports within SFDC for global service business and individual services roles; review KPI dashboards with regional services leads to ensure accurate revenue forecasting-Lead growth of global subcontracting business by 160% over 5 quarters; managed Services Partner strategy, resulting in growth of diverse partner ecosystem in North America (0.8 - 2.0M)-Forecast quarterly subcontracting budget based on product launches and expected territory/segment growth; drove additional headcount needed from Partner ecosystem-Built Sales Enablement guide to scale selling of services packages within Commercial market-Worked with partner to gather requirements, test, and rollout new functionality within PSA system (FinancialForce) to drive operational efficiencies and ensure a seamless user experience

San Francisco Bay Area

San Francisco Bay Area

San Francisco

Sacramento, California Area