Ginger Sullivan Email & Phone Number

Bellevue, Washington, United States

Lead and develop a 16-person Americas Delivery Management team responsible for the end-to-end client delivery.• Spearheaded the establishment of PMO and revamped delivery methodology with repeatable successful practices and processes, documentation and enablement. o Determined fees, timelines and resources. o Defined metrics and SLAs—setting the standard for client delivery globally.o Revamped and automated the proposal and SOW approval processes.• Support team to identify expansion opportunities and partner with Sales teams—generating $7M incremental revenue.• Manage and optimize the utilization and performance of delivery managers—achieving 4.6% CSATs and -4% project variance. • Serve as a member of and a trusted advisor to the Executive team—providing guidance on complex issues and engagements and transforming the culture and team to improve morale and performance.• Redesigned team organization with redefined roles and responsibilities. Developed onboarding and ongoing training. Established a community for all DMs. • Partner with VP of Customer Success to define and standardize the handoff process—creating a seamless end-to-end customer experience—reducing churn by 13%.

Greater Seattle Area

Led readiness and communication for Device and Reseller community—empowering and enabling Partner Sales Executives, Distributors and Resellers to exceed targets and goals.• Revamped an ineffective global partner incentive program. Created and managed a new campaign library and standardized process—successfully growing partner payouts from $4M to $10M over 3 quarters.• Utilized RFY (Reach- Frequency-Yield) modeling with the Channel Executives to identify top Channel Distributors and Channel Resellers to optimize utilization and maximize revenue.• Led communication with Executive leadership on project objectives, strategy, tactics and outcomes. Managed reports with key stakeholders and resolved escalated issues.

Greater Seattle Area

Led readiness and communication for Device and Reseller community—empowering and enabling Partner Sales Executives, Distributors and Resellers to exceed targets and goals.• Revamped an ineffective global partner incentive program. Created and managed a new campaign library and standardized process—successfully growing partner payouts from $4M to $10M over 3 quarters.• Utilized RFY (Reach- Frequency-Yield) modeling with the Channel Executives to identify top Channel Distributors and Channel Resellers to optimize utilization and maximize revenue.• Led communication with Executive leadership on project objectives, strategy, tactics and outcomes. Managed reports with key stakeholders and resolved escalated issues.

Greater Seattle Area

Provided support to and guided Channel Partners through the selection, onboarding and nurture workflow of digital campaigns to drive sales and customer satisfaction.• Managed a cross-functional team to drive demand, account penetration and customer acquisition utilizing marketing automation software.• Successfully launched multiple global campaigns while managing existing pilot campaign (azure migration).

Seattle, Wa

Led the design, implementation and management of onboarding, training, morale and retention programs for the Operations teams.• Created and implemented best-in-class practices, procedures and frameworks as well as KPI/Data driven reporting standards. Established QBRs, all-hands and communications to support ROB.• Worked closely with teams across the company to deploy effective knowledge sharing, training videos and enablement materials.• Established and managed KPIs for new and existing roles to Technical/Operations leadership on headcount hiring time to close metrics, maintaining skills matrix and metrics around status of training to date by employee.• Developed and implemented incentive giving and tracking policies with Finance for morale and retention programs.• Worked closely with Operations teams to define, build and manage a seamless employee integration aligned with organizational changes.

Seattle, Wa

Promoted to build and lead Global Customer Operations including Customer Service, Deal Desk, Partner/Channel Operations and Services Operations teams.• Worked closely with Partner Sales and Professional Services leadership to create new product offerings and programs for customers. Supported negotiation of deal structures that complied with revenue recognition policies as well as escalated approvals.• Collaborated with departments across the company to ensure customer and partner satisfaction and service standards were met. Created onboarding structure for service and channel partners.• Defined a global strategy, data collection and KPIs to ensure efficient order processing and build customer operations infrastructure, including a Follow the Sun model, to support rapid growth.• Designed and delivered training programs to Customer Operations, Technical Operations, Sales and Marketing teams on new programs, processes and best-in-class practices.• Built team from the ground up to 54 people. Led organizational design with 7 direct reports, defined roles and responsibilities as well as career paths. Coached and mentored talent to develop professional and leadership skills.• Established expat rotational program to work directly with EMEA sales teams for deal structure support and to provide partner onboarding, communications and process improvements.

Established and managed the Services Operations team to support the creation and development of the Customer Solutions, Marketing Events and Customer Conference teams. • Developed and managed onboarding, training and programs for the Training and Services Partners team—ultimately leading to managing the Partner Operations team.• Supported Executive and Sales teams for customer-specific tasks, such as evaluating and routing customer inquiries, ensuring satisfactory closure and proactively identifying at-risk accounts.• Partnered with Services and Partner teams to define the customer service strategy and KPIs—for both the internal and external audiences—scaling growth and driving efficiency.

Seattle, Washington, United States

Led the development, planning and implementation of innovative fundraising strategies to achieve ambitious goals.- Developed and implemented creative solicitation strategies based on evolving portfolio trends and needs—grew donor/client base by 400%.- Managed the cultivation and stewardship of 125+ clients . Owned all communications and arranged meetings, tours and presentations.- Promoted existing hospital programs and relationship development with individuals and corporations. Encouraged current and new constituents to enhance their commitment.- Implemented lean management methods to streamline the donor cultivation and stewardship process.

Spokane, Washington, United States

Managed all aspects of development programs and projects with a focus on corporate gifts.- Created and implemented a new business development strategy—grew donor base by 50% and exceeded yearly goals including 150% of 2007 quota and 128% of 2006 quota.- Grew annual fundraising lunch attendance by 190%. Increased revenue by 170% in one year; consistently increased attendance and revenue each subsequent year through my relationship and business development strategy.- Led all aspects of program and grant projects as well as construction/remodel donor driven projects: defined scope of work; created and tracked budgets; created timelines; assigned tasks and managing resources according to project objectives.