PROGRAM MANAGER | SALES PROCESS EXCELLENCE• Managed a 4-person team to conduct 200+ interviews across 6 regions to define current global sales capability maturity model• Led 8-person team to deliver 160+ sub-processes, technology roadmap and impact assessment of future state designed in collaboration with regional Sales, Partner Sales, and Sales Operations teams to improve seller experience and efficiency• Oversaw execution of projects while managing client buyer expectations, timelines, risks and stakeholder alignment on technology roadmap and business processes• Drove partnership with business systems team to design solutions that mature CRM capabilities and improve overall user experience

PROCESS LEAD | SAAS BILLING• Designed a competitive performance report based on 8 order management and billing functions, benchmarked against 15 industry KPIs (e.g. avg. time per invoice processed, dispute volume, dispute resolution time) • Identified root cause of $19M in Q2 accrued unbilled revenue by mapping 10 current-state billing operations processes and conducting 40+ client interviews across 18 teams• Created roadmap of 5 projects to decrease time to invoice by 50-60%, impacting up to $30M+ of unbilled revenuePROJECT MANAGER | SALES PROCESS• Owned Lead Management and Sales Forecasting workstreams, leading team to develop 20+ persona-based global sales process flows• Facilitated global workshops in EMEA and APJ to validate process blueprints and document region-specific processes• Developed near-term and long-term opportunities to address key process gaps and seller pain points, which resulted in follow-on $5.6M CRM implementation program CUSTOMER CARE TRAINING LEAD• Established offshore team of 97 agents for email and voice support channels through delivery of training strategy, materials, and enablement program (69 email agents in 4 weeks, 28 voice agents in 3 weeks)• Mobilized team of 8 functional stakeholders to assemble, standardize and tier knowledge documentsCHANGE MANAGEMENT LEAD• Responsible for change enablement strategy and execution of regional expansion efforts to improve market reach through parent company’s existing route-to-market• Engaged 20+ stakeholders to enable sales teams, partners and distributors in 44 countries (Asia-Pacific); Program efforts resulted in 36% of total regional sales and 83% adoption rate within 3 months of launch