Led conversations to define end state processes and governance for direct and indirect Accounts and Contacts in Salesforce.com. Delivered operational business requirements and process flows with sufficient detail and clarity to allow IT solution proposal development.

Led business discussions with global and regional channel operations stakeholders to define and document business requirements and process flows to support automated channel partner program compliance. Facilitated and led workshops with business and IT stakeholders to explain the business requirement and identify an achievable IT solution. Delivered operational business requirements and process flows with sufficient detail and clarity to allow IT solution proposal development.

Led business discussions with global channel partner stakeholders to define and align channel partner data attributes necessary to support and communicate the PartnerEmpower channel program. Developed a strategic plan for maintaining, migrating or deleting existing data attributes. Developed data relationship diagrams, a recommendation for implementation, and recommendation for a governance council organizational structure.

Supported Andy Simpson, CEO Channel Mechanics, to define a new channel partner program, document the operating model, and work with internal teams to define and document the program rational, policies and process of all 44 identified areas of the program. Coached and assisted internal teams with documentation.

Provided Channel Operations and Business Readiness support to the Global Channel Program Team. Facilitated discussions, developed, and established a visual framework of how Avaya engages and supports Channel Partners; the Channel Operating Model. This model answers a number of fundamental questions about which activities and processes need to be performed in order for the organization to deliver value to customers, partners, and other key stakeholders. It facilitates a shared understanding, commitment, and common language that can be used both internally and externally.

Responsible for managing annual $1.5M new development budget supporting the systematic management of 10,000 partner companies and 60,000 partner users.•Appointed to represent project requests within Worldwide Channel Business Operations on the Motorola Portfolio Review Board. All project requests were consistently supported and approved by the board.•As global liaison, identified process and performance issues and recommended improvements. Resolute negotiation and management of new product releases resulted in a regular cadence of efficiency enhancements.•Led multidisciplinary team of up to 15 developers, designers, testers, and support personnel working on multiple projects simultaneously supporting 400 internal global users, 10,000 global partner companies, and 60,000 partner users.•Supervised a staff of 5 to oversee the activities of business administrators, field sales teams, call center agents, and technical teams located globally to ensure process adherence, review productivity enhancement requests and support functional questions & issues•Member of architect team that designed and implemented a web based system enabling 10,000 partner companies to monitor their own program compliance by systematically registering their employees for a personalized, password protected online portal•Managed the development of testing methodology to monitor process adherence resulting in systematic alerts to data integrity concerns resulting in proactive resolution of impending problems•Produced and delivered training for sales boot camp, partner users, domestic and international call center agents, and internal users increasing operating consistency and efficiency and reducing service calls by 73%. These sessions also allowed employees to provide improvement suggestions to management in a non-threatening environment

Senior member of the Worldwide Channel Operations team primarily responsible for the Enterprise PRM application strategy supporting 450 internal users and a revolving 10,000 partner companies globally •Assigned Project Lead role in several successful organization system implementations: Fully automated partner lifecycle management, industry innovation partner locator tool, partner web-based enablement and field sales web-based enablement•Supported the data structure, functionality, training, development, and communications of the PRM tool globally. International travel required.•Facilitated continuous operational improvements by continually monitoring regional performance and meeting with regional representatives to discuss performance, quality of service, data, and security•Established new requirements baseline, managed requirements specifications, and verified the fulfillment of all requirements through creation of test plans and acceptance testing resulting in acceptance of new releases.•Managed two consulting groups and facilitated communication between relevant internal business and technical participants to identify, review, and document processes for channel program authorization, compliance and audit. •As a member of process improvement team, wrote, updated, implemented policies and procedures for all US and international locations resulting in clear, easily understood and consistently applied policies, procedures and guidelines•Maintained employee productivity and commitment to quality by encouraging and facilitating involvement in process improvements, implementing applicable suggestions and rewarding and recognizing contributions•Oversee and assist with the implementation of all business owned technical administrative functions in Siebel, SAP, and LMS to include list of values, pre-defined queries, reporting, creation of user licenses, and management of user views/responsibilities

Support US and Latin America sales, marketing, and IT teams, program directors and business partners to coordinate resolution of issues related to the channel program.•Evaluate and administer partner applications using defined program requirements of participation as a standard; recognized for dedication to excellence and decision accuracy with $1,500 monetary reward•Manage monthly partner compliance audits resulting in recognition for program integrity•Consult with New York State Office of General Services responsible for maintenance, reporting and compliance of state contract. Contract met renewal criteria each year.•Provide field reports and serve as first point of contact for field support •Provide subject matter expertise to third parties who are establishing “As Is” and “To Be” processes resulting in a streamlined and standardized global process•Member of architect team that designed and implemented a new Partner Relationship Management tool using Siebel PRM. Implementation of this tool integrated partner information from various tools, eliminated 80% manual processes globally. This resulted in faster processing time by 93% and higher customer satisfaction

Support area sales teams and channel partners. • Responsible for local assigned channel partner accounts to represent and resolve customer issues with corporate office. • Authored and presented onsite partner training resulting in partner’s ability to utilize program benefits effectively.• Develop and provide partner status, audit, bookings and policy infringement reports to corporate office• Responsible for creating and maintaining accounts in SAP ERP system• Responsible for booking and expediting partner orders by entering orders in SAP ERP system and reviewing daily status reports. Provide weekly backlog reports to customer.