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.

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.
• 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.

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.

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.
• 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.

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.
• Continuously refine core CS strategy around customer segmentation, engagement models, one:many programs and root causes for customer success and churn.

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.

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.

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.

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.

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.
• 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.

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.

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.

Masters Certificate, Project Management

Master Of Science (Ms), Management Information Systems

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