Emilee J. Email & Phone Number

San Mateo, Ca, Us

•Facilitate detailed needs assessments in coordination with the Field, Sales Leadership, Marketing, Professional Services, Channel team, and Sales Operations.•Translate business needs into a sales enablement plan for each field facing function.•Create, develop, manage, and lead the successful execution of cross-functional sales enablement programs in conjunction with the Field, Sales Leadership, Product Management, Marketing, and others.••Assist in the development of the master plan and calendar for sales enablement activities throughout the year.•Manage, monitor, assess, and evaluate designated programs and effectiveness.•Development and delivery of training programs virtually and in person.•Communicate frequently and effectively with Sales and Sales Management to assure that effective onboarding and on-going programs are being designed and delivered in order to build a confident, successful Direct and Channel sales organization.•Deliver the full lifecycle of training, from the new hire onboarding program, product releases, and continuing education training, to post-training ad hoc support.•Execute training in diverse formats to support different learning styles, e.g. in-person hands-on product workshops, virtual presentations, self-service recorded videos, and guided role-plays.•Evaluate, measure, collect, and track training effectiveness data and performance metrics for purposes of continuous improvement to the curriculum.•Provide input about what training materials, tools, and infrastructure are needed in order to accelerate the success of the Sales organization.

Redwood City, Ca, Us

•Own and drive GTM Enablement programs, resulting in higher Sales ASP and 15x higher product adoption.•Defined, managed, and led key company initiatives involving multiple functions and teams to drive the development and execution of 14 new company programs, resulting in scalability readiness, improved processes, accelerated onboarding, and implementation, measured by project timelines and ROI.•Drive programs aligning strategy, mission, and technology with sales methodologies to track adoption rates and revenue growth.•Designed, built, and launched an SAP award-winning online global training platform, saving $4.5M in resource allocation, and winning 3 consecutive annual awards for the best training platform.•Implement a data-driven approach across sales operations and enablement teams, utilizing metrics for decision-making to improve decision-making accuracy and sales performance.•Oversee learning and change management for the entire GTM value chain, including various customer-facing roles to improve employee engagement and retention.•Apply innovation and design thinking to continually enhance training solutions efficiency, scale, and resilience, resulting in improvement in training effectiveness and cost savings.•Develop and deploy a best-in-class sales methodology empowering the sales force and showcasing team effectiveness.•Create a cohesive sales enablement strategy considering all customer-facing roles and aligning with business priorities, resulting in cross-functional collaboration and revenue growth.•Foster cross-team collaboration with various departments to strengthen partnerships and achieve shared objectives, measured by project success rates and customer satisfaction.•Direct the development, integration, and optimization of operational policies, processes, and procedures to ensure efficiency and effectiveness, including identifying software needs.•Four promotions in five years and grew international teams and formed new business units.

Redwood City, Ca, Us

•Serve as a key resource to the CRO to help define and drive key sales and operational initiatives by identifying areas for improvement, implementing best practices, and optimizing processes.•Conduct research, prepare reports, and deliver presentations to support data-driven decision-making within sales and Customer Success.•Act as a liaison between the CRO and stakeholders to facilitate clear and timely communication.•Prepare and coordinate materials for executive meetings, leadership offsites, SKOs/QBRs and strategic engagements.•Lead special projects and initiatives assigned by the CRO by overseeing project plans, resource coordination, and progress tracking.•Work closely with sales leadership to optimize best practices, and create sales plays in alignment with GTM strategies and sales methodology.•Build, coach, and mentor a team of high-performing sales operations and enablement professionals to effectively support a global and expanding revenue development, sales, and customer success organization.•Lead the design, build, and delivery of transformational learning and development courses to accelerate the ability of our global field organization to effectively partner with sales decisions.•Drive programs that incorporate the strategy, mission, and technology with our sales methodologies.•Investigate root causes of process inefficiencies and make proposals on opportunities for improvement.•Identify process inefficiencies, propose improvements, and collaborate with process owners to enhance quality and user experience.•Owns the learning and change management for the entire GTM value chain from sales to post-sales.•Develop a cohesive sales enablement strategy and program that considers all customer-facing roles, aligning with the business’s strategic priorities.•Direct the development, integration, and optimization of policies, processes, and procedures to ensure operational efficiency and effectiveness including identification of software needs.

Redwood City, Ca, Us

•Defined, managed, and led key company initiatives involving multiple functions and teams to drive the development and execution of 14 new company programs, resulting in scalability readiness, improved processes, accelerated onboarding and implementation.• Orchestrated and grew a team of 2 to 26 within one year and developed 4 teams: Customer Success Operations, Systems Operations, iPaaS Integrations, and Learning & Enablement.• Designed, built, and launched an SAP award-winning online global training platform, delivering over 30K hours of training in 1.5 years, saving $1.8M in resource allocation.•Directed the development of overall program strategies, budgets, resource allocation plans, and general program requirements for 4 business units.• Provided strategic direction and oversaw activities of supporting teams to ensure alignment with key company OKRs and owned responsibility for overall program management.• Drove innovation by introducing new technologies, such as Jira, Asana, Trello, Zendesk, slack, and Smartsheet, into work streams, projects, and activities, resulting in greater data analytics and accountability measures.•Collaborated with cross-functional teams such as Sales, Product, Marketing, Sales Operations, Marketing, Engineering, HR, Security & Compliance, Finance, Professional Services, Customer Success, and Customer Support, on various projects and initiatives.• Ensured content and programs are instrumented to make data-driven decisions and quantify the impact of enablement and training, resulting in a 30% reduction in ramp-up timeframes.• Prepared, managed, and facilitated Monthly Business Reviews and Quarterly Business Reviews, as well as Company All-Hands and other leadership meetings, to provide insight into team performance.•Developed mechanisms for increasing stakeholder engagement and transparency into our roadmaps and portfolios of work via monthly updates and project tracking system.

Redwood City, Ca, Us

• Own all Customer Success operations and infrastructure, bringing together systems in a client focused way to enable all departments with actionable intelligence.• Assess, refine, and automate the flow of data through all CS systems through designing and creating sophisticated integrations; ensuring data integrity and security.• Collaboration and planning with leadership and cross-functions such as Sales, Product, Marketing, Sales Operations, Engineering, HR, Security & Compliance, Finance, Professional Services, Customer Success, and Support.• Drive and communicate data centered customer insights into how customers are using our products and achieving value through adoption monitoring.• Use data to inform all layers of our operating processes and strategic direction—from the timing of customer touchpoints to drive effective adoption to how we scale the CS function to achieve the best customer results over the next 3-5 years.• Continuously refine core CS strategy around customer segmentation, engagement models, one:many programs and root causes for customer success and churn.• Prepare reporting and analytics and present at MBRs, QBRs, and other executive sessions.• Responsible for strategic vision, implementation, launch, and maintenance of our award-winning online University.• Develop and launch New Hire Bootcamp to accelerate the ramp-up time for all global employees.• Develop and deliver an ongoing rotational program designed to train and deploy product experts into various parts of the organization.

Redwood City, Ca, Us

• Work to identify, define, design and develop an overarching Training & Enablement Strategy for Celigo’s global user base which consists of customers, partners (Channels and Alliances), prospects and employees.• Work closely with key stakeholders and constituents to identify and prioritize gaps and translate into learning solutions and training plans to align to business strategies.• Work closely with users to understand training needs and build extensive training and enablement programs that will help them accelerate the adoption of Celigo’s products.• Collaborate with leaders across business groups to develop innovative learning solutions that drive essential transformation across Celigo.• Evangelize Celigo training and certification programs at company and industry events.• Build standards, process documentation, design reports and dashboards to understand impact, return on investment.• Provide thought leadership around the importance of building technical capabilities with customers, and the best approach to do so in a scalable way.• Communicate effectively, both verbally and in writing to translate ideas into clear, high impact guidance for a global market.• Partner with subject matter experts to design and implement a variety of learning solutions, including instructor-led, virtual, and web-based courses, events/conferences, and job aids.• Maintain consistent communication with key stakeholders regarding program metrics and progress.• Provide strategic direction, and leadership and execution of company-wide organizational training and development programs and initiatives to promote a performance culture.• Evaluate, implement, and provide on-going growth and maintenance of emerging technology for Training and Enablement.• Develop a multi-tier certification program for partners and resellers.

Redwood City, Ca, Us

Celigo is pioneering the future of cloud-based application integration. Celigo’s integrator.io platform is an easy-to-use, next-generation integration middleware Platform-as-a-Service (iPaaS) that enables companies to integrate almost anything to anything. Celigo’s integrator.io platform powers Celigo’s SmartConnectors. Pioneered by Celigo, SmartConnectors are pre-built, full-featured, highly customizable integrations between popular cloud applications such as NetSuite, Salesforce, Magento, Zendesk, Jira, and more. As companies increasingly rely on more cloud applications to run their business, the need for easy-to-deploy integration platforms and solutions to connect these cloud apps has never been greater. Headquartered in San Mateo, California, Celigo has over 180 employees worldwide and is trusted by over 1,400 NetSuite customers to connect their business applications.

Sacramento, Ca, Us

• Customer Success leader responsible for US client base of 140,000 users conducting over 1.5M transactions, driving for successful onboarding, training, and long-term account management.• Reduced new hire ramp-up time by 67% by creating a new Account Management training program.• Established KPIs and Salesforce dashboards, driving a 25% reduction in customer attrition off run rate.• Developed and launched customer training curriculum resulting in a 28% reduction of administration costs.• Recruited, developed, and mentored over 80% of the Account Management team.• Sponsored and executed 24+ US-wide customer visits, ensuring all aspects of training exceeded expectations.• Influenced Product Management to enhance the client product experience by conducting bi-weekly user beta testing, identifying beta testers and prioritizing features for product enhancements.• Engaged with Sales organization to deepen customer relationships by properly positioning the Customer Success organization's enablement and account management services.• Collaborated with Customer Support leadership to establish an escalation model to maximize 24/7 service.• Responsible for post-sales lifecycle of entire customer base by focusing on core activities such as customer onboarding, implementation services, technical training, end user adoption, advocacy, retention, renewals and upsells.• Maintained a high level of customer service standards and department service level agreements.• Provided strategic client direction, building new and maintaining existing client relationships to ensure that client success is in alignment with mutually-agreed upon success criteria.• Established healthy account metrics using existing tools to track client satisfaction, client retention and Account Management team efficiencies. • Scaled the team and processes by adopting customer success analytics, automation, business intelligence and customer support technologies.

Sacramento, Ca, Us

• Grew one line of business and a 4-member team supporting $7M to a 10-member team overseeing all 5 lines of business supporting and driving $100M+ of revenue.• Accountable for all ecommerce business, supporting agents, clients, ISOs, ISVs, VARs, resellers, partners, and direct merchants.• Led the development and implementation of the Customer Success Strategy, improving overall satisfaction, first call resolution, and self-service, resulting in increased customer experience.• Researched, analyzed and provided recommendation for a company-wide VoIP system, which was accepted and implemented, resulting in a more cost-effective and productive system.• Developed a dynamic predictive workforce plan to forecast future business demands to ensure proper resource allocation.• Document all processes for optimal new hire onboarding and ramp-up time using MindTouch and Vizio.• Managed the creation of processes to guarantee problem resolution within targeted SLA’s.• Responsible for monthly C-level summaries on key performance metrics across all business lines.• Champion engagement and innovation across departments, promoting a culture of growth mindset.• Leveraged Power BI, CRM, and Access to generate advanced analytics to enable business decisions.• Directed and ensured the establishment of Customer Success operating procedures and controls involved with workforce planning, workflow design, forecasting and utilization.• Defined and established new workflow processes and systems as well as directing the ongoing definition of requirements for appropriate multi-channel technologies and applications.• Providing feedback to the company regarding service failures or customer concerns, and Operations team to ensure all customers have accurate and timely information on order status and/or changes.

Portland, Oregon, Us

• Launched 3 new departments: Customer Success, Training and Customer Marketing.• Expanded global Customer Success department, creating workflow processes for implementation, adoption and on-going engagement.• Launched KnowledgeBase and authored all CRM technical integration guides and 100+ product feature support articles, leveraging Zendesk.• Created and launched the Training Department by developing and facilitating in-person and online training - curriculum and technology; increasing training from 6K to 12K occurrences year-over-year.• Implemented Learning Management System (LMS), including vendor selection, course development, tracking and monitoring, content management, authoring, maintenance, testing, assessments, and gamification, using ON24's virtual environment and Camtasia.• Formed Customer Marketing department, creating and distributing customer newsletters, video testimonials, and whitepapers, all with a focus on increasing user adoption and teaching marketing best practices.• Exceptional Partner support and management exhibited through launching and managing Partner Portal, hosting joint webinars and field events, overseeing co-branded marketing artifacts and assisting with partner communications.• Developed and managed Customer Reference program, contributing to double-digit up-sell revenue.• Developed and implemented the Agile marketing methodology to increase team collaboration, ensuring projects met deadlines, budget and resource allotment.• Created sales readiness collateral to help drive revenue growth with new product rollouts or updating competitive insights.

San Jose, Ca, Us

• Co-developed and launched Cisco's Global Resale program, growing the funnel to $60M within one-year.• Successfully managed Verizon's $10M account with a 99.7% retention rate, earning Cisco's President's Club Award for being their global Customer Success Rep of the Year.• Provided partner ecosystems with program criteria, certification testing, continuous training modules, branded marketing materials, and support resources.• Incorporated DMAIC principles to develop partner onboarding timelines by addressing scope, schedule and resources. • Strategic account management of direct and channel accounts, focusing on superior customer service through comprehensive Cisco-WebEx technology knowledge.• Managed and drove multiple complex projects from initiation through delivery, including focus on migrations and system integrations with global teams.• Designed and implemented project plans with cross-functional teams in areas such as technical support, marketing strategies, training and customer service.

Dallas, Tx, Us

• Consulted on data and voice business products and services to maintain a funnel of $5M+.• Exceeded sales quota every quarter by maintaining and growing existing customer base to maximize company exposure and revenue.• Collaborated with a group of 10 Account Executives to grow funnel and increase revenue.• Knowledge of products and services, competition, marketing objectives, and sales skills.• Relationship building and retention; account management.

Palo Alto, Ca, Us

• Built and managed HP sales funnel with revenues in excess of $60 million, serving as a UNIX Specialist.• Increased the sales of HP product lines into new and existing customers by 250% in b2b sales.• Partnered with Account Executives to close two Superdome contracts, totaling $12M for Oakley and a SoCal hospital.• Managed over 1,500 global hardware and software service contracts with key accounts GAP, United Airlines and Kimball International.• Worked with channel partners, such as Ingram Micro and Herman Miller, to improve inventory management and accounts payable.• Led a team of 4 specialists in evaluating and improving procedural efficiencies for contracts management.• Sales, marketing, and solutions provider conducting business needs analysis and demonstrating excellent project management. • Trained sales representatives on HP product lines and marketing tools.• Consulted and supported clients in ten states with hardware and software issues.• Developed project plans, schedules and budgets to ensure on time and under budget completion for school districts, hospitals, and manufacturers. • Contract management involving negotiations and understanding state and federal laws and policies. • Trained new and current employees on application processes.• Collaborated with cross-functional team in creation of systematic solutions and performance measures. • Provided configuration, process, and policy expertise to support contract management functions.

Masters Certificate, Project Management

Master Of Science (Ms), Management Information Systems

Bachelor Of Arts (Ba), English/Pre-Med