Dawn Harris Email & Phone Number

Cedar Park, Tx, Us

Ensure relentless focus on client needs and experience across channels to continuously improve IBM Cloud.Public Cloud Client Advisory Council Leader (June 2020 – present): Build a diverse council of IBM Cloud clients which enable insight into our clients' concerns and priorities that influence our public cloud strategy and roadmap.Cloud Sponsor User Groups (May 2022 – present): Establish client and product specific user groups to obtain hands on experience and feedback from trusted developers on our products.NPS Client Advocacy Champion for Public Cloud Platform (June 2021 – present): Ensure focus and improvements on client advocacy in all areas of Public Cloud Platform, mentoring and guiding the product advocacy leads.

Ensure focus and prioritization on obtaining and maintaining necessary regulatory certifications to secure IBM Cloud.

Austin, Texas, United States

Support of general manager including customer engagement preparations, internal/external speaking event content preparations, coordination and collaboration of Operations/Communications across the organization, and interface with Cloud SVP office.Program owner for the Public Cloud Client Advisory Council ensuring relevant speakers/content and engaged client members.

Austin, Texas Area

To improve client experience across the IBM Cloud Platform, I led implementation of a net promoter score-based program throughout cloud-based offerings and support, incorporating end user services, issue identification, and continuous improvement.• Advised executive leaders and functional managers across global organization, driving collaborative buy-in of performance improvement initiatives.• Analyzed global team scores, volumes, and text analytics to identify improvement areas, pinpoint key drivers, and recommend solutions. • Drove optimum value for clients through design, development, and execution of strategic program roadmaps. • Owned multilevel stakeholder relationships throughout IBM, collaborating cross-functionally to drive long-term healthy customer program. • Partnered with Hybrid Cloud executives to formulate action plans that effectively manage goals, challenges, risks, and growth opportunities around NPS.

Austin, Texas Area

Serving as a champion for product excellence and the client experience, I led ground-up establishment of a custom beta program to enable testing of newly released services and architecture.Developed a program structure to include:• Selection of internal/external client test group by matching client interests with iterative releases.• Communication channel development for both segregated and combined information flow.• Future integration of beta function into standard team release processes.

In this role, I was charged to build and lead a program leveraging real-life test scenarios to improve quality, client experience, and solutions adoption while increasing reliability and stability of cloud services and solutions.• Headed global team across China and US, providing operations oversight of budget, staffing, resources, executive reporting, and communication.• Delivered team vision, business direction, and career guidance for people managers and test engineers who developed, implemented, and delivered use case scenarios for IBM Cloud services and client solutions.

As program leader, I led innovation and client adoption of progressive delivery models integrating advances across SoftLayer, OpenStack, and IBM Foundation Services.• Collaboratively led innovation services team members serving as point of escalation for complex client challenges to deliver mission-critical solutions. • Provided direction and development for cloud architects and engineers creating foundational assets and services focused on bleeding-edge areas such as complex orchestration, security, analytics, and IoT.

I built and headed the Client First program driving transformative change throughout North American service delivery to enhance cost efficiency, enable shared resources, and optimize customer experience. This initiative completely transformed our support delivery model by dramatically improving processes and staffing.• Led transformation analyst and delivery center support teams, providing business direction for team implementing Global Delivery pool structure in US delivery centers. • Established global partnerships between delivery teams in US, India, Costa Rica, Argentina, Brazil, and Malaysia to promote best practices and process excellence.• Spearheaded project strategy and execution, delivering strategic account content guidance for multiple rollouts while gaining buy-in/approval. Oversaw project governance and coordinated implementations.

In this role, I oversaw a team of 45 people managing some of the largest projects within Global Technology Services, totaling more than $3 billion in active revenue projects for IBM.

• Served as Project Manager for transition and transformation of commercial accounts for full-scale migrations and focused areas of improvement. • As Account Lead, focused on standardization of processes and increasing automation of tasks in order to decrease overall cost and maintaining customer satisfaction.

• Supported outsourcing central solution organization for license and cost recovery, SEI certification review preparation, and development of user interface prototype for incident, problem, and change applications.