Elizabeth Sutton Email & Phone Number

Santa Clara, Ca, Us

Lead and advise on overall Project aspects. Ensure adherence to project schedules and project budget, maintain schedule and budget, facilitate program and weekly project status meetings, publish project reporting, and have direct oversight of the project team. Overall responsibility for the Project and Project Governance. Meet regularly with the client and internal teams to review progress and resolve issues.

Worldwide, Oo

Worked with Federal clients regarding SAP/Success Factors implementations.Provided project management and engagement management services for long term contracts.Worked with the Sales Teams to initiate discussions.Maintained long term relationships with clients and internal team members.

Gb

Demonstrates proven extensive abilities and success with the SAP product suite leading or assisting with technical development efforts and off-shore development resources, including:- Designing, implementing and supporting complex business processes in an SAP environment.- Identifying and addressing client needs: building, maintaining, and utilizing networks of client relationships and community involvement; communicating value propositions; managing resource requirements, project workflow, budgets, billing and collections; and preparing and/or coordinating complex written and verbal materials.- Supervising teams to create an atmosphere of trust; seeking diverse views to encourage improvement and innovation; and coaching staff including providing timely meaningful written and verbal feedback.-Creating and maintaining a knowledge-base of service delivery content based on reusable information and knowledge objects, as well as their cross-purposed or leveraged functionality;-Evaluating new support processes, models, pricing, and tools and related competitive offerings delivered by other SAP Service providers;-Collaborating and coordinating with Technical, Solution, Sales, Pricing, and Operations teams to interpret client RFP requirements, and craft solutions that satisfy those requirements;-Coordinating Pricing and Legal teams, and providing feedback to help negotiate contracts with clients, partners and subcontractors;-Developing strategy; as well as writing, communicating, facilitating, and presenting cogently; to and/or for all levels of industry audiences, clients and internal staff and management, such as presentation slides; practice marketing materials; change management plans and/or project plans; workshops and whitepapers; practice methodologies and tools; policies and procedures; and/or other standard business communications

• Manage a professional services team of 5.• Acts as the Engagement Manager and is responsible for managing executive sponsor relationship with the customer for within-practice projects• Monitors client satisfaction and ensure quality client deliverables• Leads transition of account management from the sales team • Ensures compliance with implementation process• Defines project scope, schedule, deliverables, and reporting procedures• Provides tactical leadership consulting in select client process and system design discussions• Responsible for project completion timelines and budget including providing status reports to VP, 3DR owners and customers• Configures Success Factors application to meet customer requirements • Provides sales support for 3D Results and SuccessFactors Sales Representatives • Responsible for obtaining, implementing, and maintaining resourcing plans in Projector• Supports approval of timesheets for the consultants in the practice• Surface ideas for new revenue opportunities and ensure client awareness of existing revenue opportunities• Manages relationships with third party vendors to improve client delivery• Recommends internal and external process improvements• Provides oversight of, and instruction to outsourced resources• Responsible for team updates and training • Manages and responds to project escalations for at risk projects • Provides strategic leadership consulting in select client process and system design discussions• Responsible for overall Practice financial reporting and management including project completion, revenue and budget• Is the voice of the Practice when interacting across 3D Results practices and with SuccessFactors,• Presents 3D Results Practice area Point of View at conferences, trade shows and webcasts• Provides strategic direction in staffing projects across the practice• Monitors billable time for consultants in the Practice• Seeks new revenue opportunities

South San Francisco, California, Us

• Manage a local team of 6 employees.• Manage an international team of 6 employees.• Responsible for the training and development of staff.• Responsible for the planning and organizing the activities of customer service.• Responsible for directing the operational and administrative functions of customer service.• Engages in long-term strategies and ensures department goals, objective and policy decisions are in line with the corporate strategy.• Serves as a key liaison for customer service.• Knowledgeable with Rightnow, ZenDesk and Service on Demand applications.

• Managed a support team of 7 to 12 perm employees, 6 temps and 4 remote employees.• Responsible for the training and development of staff.• Responsible for the development of training materials as well as processes and procedures.• Responsible for fiscal budget for the Support Services department.• Work with individuals and team members to resolve cases within 24 hours of case submission.• Collaborated with the Software engineering department on software development.• Working closely with the sales department on customer issues that required their attention.• Created technical documentation.• Coordinated with product development on new enhancements and improvements.• Provided and implemented new process and offerings for the support organization as well as the sales and engineering organizations.• Managed the personal and professional development of the Support Services team.• Established career and professional development plans for each individual.• Implemented the use of Salesforce between organizations within the company.• Created and wrote the business requirements to help establish Salesforce within the company.• Direct the requirements development for applying technology to satisfy business needs.• Interface with staff developing strategy as technical advisor for new functionality from Salesforce.com app exchange applications, releases, and upgrades.• Proactively communicate and collaborate with external and internal customers to analyze information needs and functional requirements.• Elicit requirements using interviews, document analysis, requirements workshops, surveys, site visits, business process descriptions, use cases, scenarios, business analysis, and task and workflow analysis.• Critically evaluate information gathered from multiple sources, reconcile conflicts and decompose high-level information into details.Nominated for the Excellence in Management Award within six months of employment.

Reston, Va, Us

• Customer liaison for ~600 customers.• Managed a support team of up to 4.• Managed a remote team of professional services employees.• Managed an IT team up to 2.• Managed a QA team of 2.• Handled a budget of a $500,000.• Worked closely with sales in regards to on-boarding new customers (prospects)• Traveled to customer sites.• Responsible for hiring new talent.• Responsible for the development and training of staff.• Responsible for the creation of the professional services department.• Responsible for deploying a new case tracking system.• Responsible for the release of software builds to the public.• Used Salesforce and Parachute for ticketing cases and tracking issues.• Used Salesforce for reporting and dashboards.• Drive and challenge business units on their assumptions of how they will successfully execute their plans.• Proficient with technology, including office applications, sales force automation, database systems, executing data imports, running exports, merging records, and running reports.• Serve as the conduit between the customer community (internal and external customers) and the software development team through which requirements flow.• Responsible for the implementation and requirements documentation for the Salesforce integration.

• Handled customer escalations, case resolution and product change requests. Also managed the relationships and was one point of contact for the customer.• Managed customers such as CVS, Health Quest, United Community Hospital, Providence, Riverside and Barnes and Noble. Also worked with the NY RHIO’s (Bronx, Brooklyn and Long Island)• Managed 15 clients at one time.• Brought in extra profit from the up sale of services and products.• Worked with C level management to ensure projects were on budget and on schedule.• Provided leadership for the internal team as well as external teams.• Results driven project coordinator/project manager with a track record of impacting the performance and profitability of technology organizations.• Creative in my approach to solving business problems. Not limited to traditional management tools.• Understand and worked with Master Data Management Software.• Technically minded and able to speak to technical problems or issues.• Sales and sales management.• Used Salesforce for sales information, dashboards, tracking cases and issues.• Assist in quality assurance and defining testing strategy and risks. Provide significant contributions in the testing and debugging of new software or enhancements to existing software.• Review and edit requirements, specifications, business processes and recommendations related to proposed solution.• Direct the requirements development for applying technology to satisfy business needs.• Elicit requirements using interviews, document analysis, requirements workshops, surveys, site visits, business process descriptions, use cases, scenarios, business analysis, and task and workflow analysis.• Responsible for the discovery of business requirements to implement Salesforce.• Responsible for working directly with Salesforce.com to ensure that the implementation was on time and under budget.

Us

• Managed and hired a team of 10 to 30 employees.• Managed a team of 15 remote employees.• Maintained contact with clients to ensure support services were satisfactory.• Motivational leader with success building strong teams, exceptional interpersonal relation skills, aligning business and technology trends with company objectives.• Managed the training program for the customer support team as well as for customers.• Implemented and used Salesforce as a CRM.• Responsible for the business analyst and requirements to implement Salesforce.

San Jose, California, Us

• Managed customers such as Amazon.com, CBOE, Fidelity, Northern Trust, USBank, Abn Amro, Axciom, Motorola, Grainger and Merrill Corp. to ensure company-to-company deliverables were fulfilled on time.• Have maintained 1 to 50 plus clients at one time.• Managed 1000 - 1500 customers in territory.• Established track record of successfully managing complex projects and utilizing expertise to drive the development of project management/engagement procedures for sales teams.• Brought in to act as an expert facilitator in the most difficult performance, group morale, project related and sales issues.• Managed a territory of 10 states, 7 offices, 50 sales reps, and 25 system engineers.• Managed the development, design, budgets, and contract negotiations of several projects at one time.• Established and implemented a comprehensive training program on total quality and professional development for staff and clients.• Managed the daily operations including: cost analysis, quality assurance, contract negotiations, policies and procedures compliance, training, logistical coordination, financial accounting management and liaison support.• Strong international business orientation and experience in recruiting, staffing, total quality management, communications, organizational development and profit and loss.• Highly skilled communicator who is comfortable providing and receiving information at a senior management level inside and outside the company. Uses the correct medium to give and receive information in the most effective manner.• Capable of dealing unaided with all but exceptional circumstances, working confidently through all levels of the company to resolve issues. Always self-sufficient and highly self-motivated, proactively owning issues, comfortably working remotely or on-site as part of a team.• Saved $3 M in potentially lost revenue within a period of only three months.• Technically minded with the ability to discuss technical issues.

San Jose, California, Us

• Maintained 1 to 50 plus clients at one time.• Attended training for NBU, File System and Volume Manager. I have also attended sales orientations and toured and learned the computer labs.• Proficient abilities on LAN, mainframe and PC network environments. Experience using Windows, Excel, Lotus, Word, PowerPoint, Access, DB2, Visual Basic, Project, Internet and customized accounting and project management software.• Worked with internal staff and client staff on event planning and trade shows.• Understand and worked with Netbackup, Volume Manager, Data recovery, storage and security software.

Bs, Political Science/International Studies

Masters/Doctorate, International Business