Ben Wallace Email & Phone Number

Austin, Texas, United States

Customer Success Product Manager within the Global Customer Success (GCS) organization, responsible for managing the end-to-end lifecycle of service offerings, from development through to launch. Responsible for creating new revenue streams for Intel and ensuring the delivery of high-value outcomes for Intel's SaaS, hardware products, and solutions. Identified unmet market and customer needs, defined the product strategy, and prioritized the roadmap, while collaborating cross-functionally… Show more Customer Success Product Manager within the Global Customer Success (GCS) organization, responsible for managing the end-to-end lifecycle of service offerings, from development through to launch. Responsible for creating new revenue streams for Intel and ensuring the delivery of high-value outcomes for Intel's SaaS, hardware products, and solutions. Identified unmet market and customer needs, defined the product strategy, and prioritized the roadmap, while collaborating cross-functionally. Developed pricing models, packaging options, and value propositions for service offerings, in addition to conducting industry, competitor, and customer research.Key Responsibilities:- Strategic Development: Crafting and executing a comprehensive services monetization strategy that aligns with Intel's overarching business objectives.- Market Research: Conducting in-depth market research to identify customer needs and industry trends, integrating these insights into service development.- Service Management: Creating and managing a portfolio of technical support and success offerings, as well as professional and technical services packages for Intel's SaaS and hardware products.- Cross-functional Collaboration: Working closely with Sales, Marketing, Product Management, and Engineering teams to ensure cohesive go-to-market strategies and alignment.- Pricing and Packaging: Defining pricing models, packaging options, and value propositions for various service offerings.- Performance Analysis: Monitoring key performance metrics, assessing the effectiveness of service offerings, and making data-driven recommendations for enhancements. Show less

Austin, Texas, United States

Rapidly advanced through three consecutive B2B product leadership promotions, taking ownership of P&L, defining product portfolio strategy, and growing revenue from $76M to $180M within 4-years. Recruited, hired, & trained a high-performing product management team of 9 direct reports responsible for developing complex B2B product portfolios, formulating comprehensive go-to-market strategies, and driving revenue growth. Experienced in developing recurring revenue offerings that integrate… Show more Rapidly advanced through three consecutive B2B product leadership promotions, taking ownership of P&L, defining product portfolio strategy, and growing revenue from $76M to $180M within 4-years. Recruited, hired, & trained a high-performing product management team of 9 direct reports responsible for developing complex B2B product portfolios, formulating comprehensive go-to-market strategies, and driving revenue growth. Experienced in developing recurring revenue offerings that integrate hardware, software, and services to deliver enterprise-level value aligned with customer outcomes.• Developed and executed product portfolio strategy, generating $100M+ revenue over four years (24% CAGR) by combining disparate hardware-centric product lines with enterprise software capabilities and value-added services to drive enterprise outcomes to improve Overall Equipment Effectiveness (OEE).• Launched three major service products over four years, growing product portfolio bookings under management from 6% to 10% of total company bookings. Met or exceeded initial sales projections, with the most successful product adding $90M in Annual Recurring Revenue (ARR) over three years.• Increased team productivity and boosted revenue per employee by 77% over four years by directing team focus toward highest-value opportunities, implementing a new product development and lifecycle management process, streamlining key deliverables, and eliminating non-value-added activities.• Increased Average Purchase Value (APV) for Strategic accounts through cross-selling & upselling Customer Success plans, resulting in a 20% CAGR increase in Customer Lifetime Value (CLV) over four years.Skills: B2B Product Leadership | Offerings Development | Product Management | Stakeholder Alignment | Change Management | Team Development | C-Suite Engagement | Renewals | Customer Success Plans | ARR | Strategic Account Management | Customer Experience Management Show less

Austin, Texas, United States

Led the development and management of complex B2B product (service) portfolios, conducted market analysis, identified customer needs, aligned stakeholders, and prioritized customer outcomes in product design. Specializing in formulating recurring revenue offerings that integrate hardware, software, and services is essential, focusing on delivering enterprise-level value and driving consistent revenue growth.• Guided the transition and segmentation of the product portfolio to indirect… Show more Led the development and management of complex B2B product (service) portfolios, conducted market analysis, identified customer needs, aligned stakeholders, and prioritized customer outcomes in product design. Specializing in formulating recurring revenue offerings that integrate hardware, software, and services is essential, focusing on delivering enterprise-level value and driving consistent revenue growth.• Guided the transition and segmentation of the product portfolio to indirect channel coverage for Tier 3/SMB accounts, formerly serviced via direct sales, resulting in 28% YoY growth in first year. Executed this strategic shift and effective incentive structures in collaboration with channel managers. Designed comprehensive training and sales enablement programs for channel partners.• Directed comprehensive market and competitive analyses, utilized expertise from Technology & Services Industry Association (TSIA), segmented target customer personas, identified emerging trends before competition, and positioned NI as the first-to-market with a unique recurring revenue service offering.• Championed a global service organization restructuring implemented in Q1 2023, enhancing operational efficiency across multiple end-customer business sectors. Achieved alignment with peer directors and go-to-market teams.• Directed the creation of new platform adoption services, accelerating customer adoption of enterprise software and hardware platforms, and mentored a product manager to launch pilots within two months successfully.• Directed cross-functional collaboration to drive the expansion of the Certified Service Providers partner network across Americas and EMEA, resulting in a 30% YoY growth in 2021 by aligning product management resources to develop an integrated business case, quantify potential markets, and predict future customer base expansion. Show less

Austin, Texas, United States

Provided critical insight and growth options to executive leadership focusing on product management, business strategy, and revenue operations. Managed the end-to-end service offering lifecycle and P&L responsibilities for a $76M annual revenue service portfolio and oversaw a team of nine direct reports. Experienced in aligning cross-functional stakeholders, including C-suite executives, with competing priorities.• Directed pricing strategy optimization yielding an additional $2.5M+ in… Show more Provided critical insight and growth options to executive leadership focusing on product management, business strategy, and revenue operations. Managed the end-to-end service offering lifecycle and P&L responsibilities for a $76M annual revenue service portfolio and oversaw a team of nine direct reports. Experienced in aligning cross-functional stakeholders, including C-suite executives, with competing priorities.• Directed pricing strategy optimization yielding an additional $2.5M+ in revenue from the transition from cost\market-based pricing to value-based pricing for key offerings. Mentored and equipped product management team to identify tangible benefits and formulate data-informed pricing.• Increased Net Revenue Retention (NRR) above 100% and added $4M in expansion revenue through designing, creating, and launching a premium customer support offering for Tier 1 accounts, providing personalized engineer-to-engineer technical support, workflow consulting, and platform adoption guidance.• Improved Gross Revenue Retention rate by 10-points over two years by identifying customer feedback and quantifying offering value gaps, collaborating with service delivery, sales team, and system integrator partners to co-develop and pilot a new consumption-based commercial model.• Established a Costa Rica-based international product management team during the COVID-19 pandemic, recruiting, hiring, and training remotely. Extended the capacities of the US-based team and resulted in significant OPEX savings.• Directed collaboration with peer product management and GTM teams to redefine customer success services, streamlining coordination and reducing support effort equivalent to three full-time employees. Formulated a customer-centric approach with service delivery directors, enhancing service efficiency and operational effectiveness through an aligned capabilities roadmap. Show less

Austin, Texas, United States

Recruited, hired, and trained a team of five while overseeing the end-to-end service lifecycle management of a $70M annual revenue service portfolio. Established a multi-year roadmap and aligned executives to transform the NI's service offering portfolio during enterprise-wide restructuring to better align with customer outcomes and drive business growth.• Initiated the development and launch of a customer-centric service portfolio rationalization, generating revenue of $15M over 3… Show more Recruited, hired, and trained a team of five while overseeing the end-to-end service lifecycle management of a $70M annual revenue service portfolio. Established a multi-year roadmap and aligned executives to transform the NI's service offering portfolio during enterprise-wide restructuring to better align with customer outcomes and drive business growth.• Initiated the development and launch of a customer-centric service portfolio rationalization, generating revenue of $15M over 3 years by simplifying cross-selling and upselling packaging, eliminating overlapping services, and retiring underperforming offerings.• Developed business case and successfully achieved alignment with cross-functional stakeholders, including executives and C-suite.• Co-led offering design and launch of a project-based consulting service with the Aerospace & Defense Business Unit, accelerating customer adoption of the NI platform through standardized test frameworks and organizational structure, generating $1.5M in revenue within the first year.• Retained high-impact product managers at high risk of attrition, achieving a 90% retention rate over 2-years while navigating through substantial enterprise-wide restructuring.• Promoted career advancement within the team, guiding transitions into management roles, facilitating promotions to senior and principal product manager positions, and delivering sustained mentorship.• Initiated cross-functional collaboration with Industry-Aligned Solutions Marketing, Product Marketing, and Corporate Brand & Identity teams to develop a comprehensive go-to-market strategy. Developed compelling messaging and value propositions based on a "Whole Product" approach (Software + Hardware + Services).• Led the team in launching a virtual, on-demand learning center during the COVID-19 pandemic, resulting in a 46% increase in new paid users and a 102% boost in user engagement in a fully remote environment. Show less

Austin, Texas, United States

Oversaw the complete product lifecycle for $15M Repair & Parts Services business. Responsible for top-line revenue growth and improved the Net Promoter Score (NPS) and overall customer satisfaction. Identified unmet market/customer needs, defined the product strategy, prioritized the roadmap, and collaborated cross-functionally. Partnered with product/capability engineering, sales, and marketing to ensure effective go-to-market strategies and sales enablement support. Conducted industry… Show more Oversaw the complete product lifecycle for $15M Repair & Parts Services business. Responsible for top-line revenue growth and improved the Net Promoter Score (NPS) and overall customer satisfaction. Identified unmet market/customer needs, defined the product strategy, prioritized the roadmap, and collaborated cross-functionally. Partnered with product/capability engineering, sales, and marketing to ensure effective go-to-market strategies and sales enablement support. Conducted industry, competitor, and customer research.• Successfully launched a service offering in the Semiconductor Automated Production Test market segment, reducing customers' Meantime to Repair (MTTR) from 3 days to under 24 hours. Generated a pipeline of $500k in Annual Recurring Revenue within the first 30 days post-launch.• Conducted buyer and customer interviews and research to identify needs and pain points, utilized Voice of the Customer feedback and interviews to streamline workflow and customer-facing policies, improving overall customer satisfaction by 400 basis points within 12 months.• Led a cross-functional Sales Enablement review in the EMEIA Region, grew service revenue at 28% above baseline in 9 months by identifying enablement gaps, documenting best practices for Account Managers, and partnering with Marketing to localize messaging, positioning, and value propositions.• Developed value-based pricing model and roadmap to transition from cost-based to value-based pricing and eliminate overlapping offerings in the Repair and Parts Services portfolio.• Orchestrated cross-departmental prioritization, utilizing SQL and Tableau for data analytics and insights. Improved product-market fit and enhanced customer satisfaction.• Initiated and facilitated Product Management forum to promote knowledge sharing, insights exchange, and discussion of customer challenges and needs across service lines. Show less

Austin, Texas, United States

Spearheaded a four-year transformation in manufacturing operations, balanced competing priorities and delivered business results that significantly boosted customer experience, on-time delivery, operational efficiency, and reduced long-term operational risk. Relocated to Debrecen, Hungary, on expatriate assignments in 2015 and 2016 to expedite the pace of transformation.• Redesigned and optimized key receiving, shipping, and material flow processes and systems by leveraging Value Stream… Show more Spearheaded a four-year transformation in manufacturing operations, balanced competing priorities and delivered business results that significantly boosted customer experience, on-time delivery, operational efficiency, and reduced long-term operational risk. Relocated to Debrecen, Hungary, on expatriate assignments in 2015 and 2016 to expedite the pace of transformation.• Redesigned and optimized key receiving, shipping, and material flow processes and systems by leveraging Value Stream Mapping (VSM) and Lean manufacturing principles, resulting in a 22% increase in overall shop-floor labor productivity over six quarters.• Implemented process improvements and solutions to manage technician work queues and reduce past-due backlog, resulting in 13-point improvement in on-time delivery performance within the first year. Developed comprehensive performance monitoring solution for motoring end-to-end customer experience, providing real-time visibility and enabling proactive issue resolution.• Implemented "Costs of Service" (COGS) analysis capability to enable data-driven decisions to improve gross margins, leading to a 25% reduction in intracompany freight expenses for high-volume product lines in the first year. Achieved 65% ROI in first year and increased total products served in the Americas by 128%.• Reduced safety stock levels by 50% and inventory carrying costs while maintaining stock availability and SLA compliance, resulting in $1M+ cost savings in over 2-Years by partnering with supply chain planning to improve forecast accuracy for spare parts and establish a Service Parts Planning capability.• Hired, onboarded, and mentored Repair Service Operations Manager in Penang, Malaysia, optimizing roles and responsibilities, challenging status quo business processes, and driving effective change management during NI's transition to a systems business. Show less

Debrecen, Hajdú-Bihar, Hungary

Relocated to Debrecen, Hungary, on expatriate assignments in 2015 and 2016 to expedite the pace of transformation four-year transformation in manufacturing operations. Balanced competing priorities, aligned leadership, and delivered business results that significantly boosted customer experience, on-time delivery, operational efficiency, and reduced long-term operational risk.• Reduced long-term operational risk by establishing a new inventory control capability and enhancing workflow… Show more Relocated to Debrecen, Hungary, on expatriate assignments in 2015 and 2016 to expedite the pace of transformation four-year transformation in manufacturing operations. Balanced competing priorities, aligned leadership, and delivered business results that significantly boosted customer experience, on-time delivery, operational efficiency, and reduced long-term operational risk.• Reduced long-term operational risk by establishing a new inventory control capability and enhancing workflow automation in Manufacturing Execution System (MES) & ERP systems, yielding a 67% improvement in cycle-count accuracy over 5 months. Closed high-risk material control gaps and mitigated future inventory loss from employee theft and process escapes.• Partnered with Finance to implement a new inventory valuation policy, revaluing expensed inventory as assets and yielding a one-time $3M cost saving on P&L. This streamlined inventory management in compliance with GAAP (ASC Topic 330) and improved asset utilization, supporting the evolving needs of high-volume production manufacturing customer segment.• Collaborated with Internal Audit to assess inventory control gaps, and developed comprehensive mitigation strategies, including remediation plans, monitoring, and reporting, to meet external audit and insurance requirements.• Partnered with Manufacturing Operations to close high-risk inventory control gaps by implementing scaleable processes for identifying, tracking, and managing high-value, high-risk inventory, resulting in reduced inventory loss from employee theft and process control gaps.• Successfully resolved major conflicts within a cross-functional team by defining clear roles and ownership with standardized supply chain performance metrics. This enabled analysis of customer interactions spanning Manufacturing, Customer Operations, R&D, and Sales. Show less

Austin, Texas, United States

Designed and implemented scalable enterprise software solutions to scale global supply chain. Demonstrated leadership within cross-functional teams, identified business needs, architected solutions, and implemented efficiency measures to boost operational effectiveness and customer satisfaction. Crafted detailed product roadmaps aligned with organizational objectives, overseeing the product lifecycle from ideation to post-launch support.• Led cross-functional discovery, business case… Show more Designed and implemented scalable enterprise software solutions to scale global supply chain. Demonstrated leadership within cross-functional teams, identified business needs, architected solutions, and implemented efficiency measures to boost operational effectiveness and customer satisfaction. Crafted detailed product roadmaps aligned with organizational objectives, overseeing the product lifecycle from ideation to post-launch support.• Led cross-functional discovery, business case creation, and solution design for new manufacturing and sales operational capabilities to support the lifecycle of large complex hardware systems, improving operational efficiency by 10% and reducing operational overhead by 50% over 1-year.• Led development and implementation of integrated software application that streamlined system assembly and functional test of complex hardware systems, reducing operator effort by 10% though workflow automation, leading to improved order accuracy and customer satisfaction.• Improved customers' Meantime to Repair (MTTR) by 80% and internal On-Time Delivery SLA compliance by 2-points YoY through optimized RMA receiving processes, improved inventory routing accuracy across global sites, and enabled management to have control-tower viability.• Led cross-functional teams in creation of key service delivery capabilities and workflows for manufacturing service center expansion and integration, ensuring seamless operations between global facilities. This also included startup and process\workflow design at manufacturing service centers in Penang, Malaysia, and Shanghai, China, seamlessly integrating them with Austin, TX, and Debrecen, Hungary facilities.• Facilitated cross-functional collaboration between IT\engineering, operations, and business teams to align requirements and roadmaps for manufacturing solution projects, resulting in an average 80% reduction in project delays due to misalignment. Show less

Austin, Texas, United States

Developed, architected, and supported enterprise software solutions to automate and support business processes in global manufacturing operations from production planning & procurement, inventory management, manufacturing, trade compliance, service fulfillment, and shipping. Provided ad-hoc analysis for manufacturing leadership and presented finding to directors and executives.• Enhanced productivity and efficiency for global manufacturing operations and supply chain users, reducing… Show more Developed, architected, and supported enterprise software solutions to automate and support business processes in global manufacturing operations from production planning & procurement, inventory management, manufacturing, trade compliance, service fulfillment, and shipping. Provided ad-hoc analysis for manufacturing leadership and presented finding to directors and executives.• Enhanced productivity and efficiency for global manufacturing operations and supply chain users, reducing overall request volume by 15% by architecting and developing a web-based application automating the self-service resolution of top support issues in the Manufacturing Execution System (MES).• Designed, developed, and implemented web-based software applications to manage global customer data, service contracts, and field service events. Enabling management and tracking custom hardware service agreements worth $3M annually.• Developed ad-hoc reports using SQL and Manufacturing Execution System (MES) data to support manufacturing management, which enabled reductions in reduced direct material costs and manufacturing overhead.• Streamlined supply chain and improved inventory routing accuracy by 90% by developing and implementing a software application to route customer hardware returns from the point of origin to the capable service location based on product attributes.• Decreased manual test operator steps, Improved test asset utilization through a reduction in calibration time, and Enhanced the view of the manufacturing and calibration process by developing API integration between Manufacturing Execution System (MES) and Calibration Executive software solution, achieving ISO/IEC 17025 accreditation.• Led the Oracle E-Business Suite 11i to r12 upgrade and migration for the Depot Repair module. Completed the module upgrade on schedule, enhancing the repair process's capabilities.Skills: Enterprise Software Development | ERP | Field Service | SQL | API Integration Show less

Austin, Texas, United States

San Antonio, Tx