Donna Amaral Email & Phone Number

Greater Boston Area

Senior Program Manager for Mainframe Vitality Program, an innovative skills development program to cultivate next-gen mainframe talent at low to no cost for Broadcom customers.Implemented and manage gamification on the Influitive platform to provide customers with a fun and centralized location to stay informed about Broadcom Mainframe Software Beyond Code Programs, including product training, new digital badges, community news, and product updates.Created and manage the Mainframe Software Digital Credential program, on the Credly digital badge management platform, enabling customers, partners, and employees to validate their achieved skills and competencies of our mainframe products and solutions. A member of the Credly Client Advisory Board.Manage Product Net Promoter Survey (NPS) to gauge customer loyalty and feedback for Broadcom Mainframe product solutions.

Framingham, Ma

Responsible for developing and executing Customer Loyalty Program to deliver world-class customer experience throughout the customer journey with CA Technologies. Implemented market leading technology, Medallia, an enterprise customer feedback platform to manage Net Promoter (NPS) customer feedback from customers representing 80% of revenue. Created a closed loop feedback process with sales, product management and development, global partner organization and customer success teams to respond to customer feedback on a 1:1 basis and across all CA departments for input on strategic initiatives and priorities.Led a team dedicated to delivering a superior customer experience by aligning with the product business units and customer success managers to empower customers with product information and ensure the VOC from our largest customers was fed back to the product teams. My team created customer value discussions, drove training webcasts, implemented a product release readiness process to proactively help the field prepare their customers for new releases and end of service notifications. Created and drove an improved customer escalation and commitment process with the sales organization and product management, reducing critical emergencies while increasing customer responsive and satisfaction.

Framingham, Ma

Directed world-wide Beta Management programs and Product Release teams while driving the CMMI initiative as the Beta Management Process Champion. Drove execution of CA's centralized beta process, partnering with the product management, development and sales, resulting in increased Fortune 1000 customer participation, improved customer experience and references, increased lead generation and sales pipeline.Managed the CMMI Level 3 validation (Beta) process design, using collaborative workshops, webcasts and individual sessions with over 135 global engineering stakeholders. Created cultural change management environment of continuous improvement through adoption of Beta Best Practices jointly created with product management and engineering.

Framingham, Ma

Responsible for leading the integration of Concord Communications engineering projects and processes into CA Technologies corporate development and product release processes after being acquired. Coordinated with CA corporate program management to define and create new development project standards to track resource allocation, cost and product release schedules.

Marlboro, Ma

Directed world-wide beta programs, managing activities with development, sales, professional services and customers to ensure company readiness for product release. Managed customer feedback to product management and development to confirm products met customers business needs.

Cambridge, Ma

Built and led a North American services organization of over 120 consultants providing post sales enterprise level support to Fortune 500 customers, resulting in $54M in revenue within the first two years.