Heather St.Peter Email & Phone Number

Boston, Massachusetts, United States

Greater Boston Area

Partnered with senior leaders to double the business revenue in one year, develop full operational best practices, develop and lead global projects and deliver a global tracking solution to support that growth. • Lead program manager on a 1+ million-dollar service tracking system to support global expansion of managed cloud services. • Developed the agile processes to support bringing managed services into the SLC process completely, achieving 100% alignment between product engineering, managed services, and product management.End to End Customer Experience Tracking – Delivered full specifications on time and on budget. Lead a cross functional program to develop the foundational functionality for tracking of all customers facing events for managed cloud customers. Including full vendor management, cross-functional partnership with corporate IT, process and documentation development and roll out to the global team. Managed Services Desk – Project lead responsible for building new managed services desk offering to bring higher service levels for routine issues logged for managed services customers. Three phased project successfully provided a consistent 30% improvement in issue resolution times for managed services customers across the world by partnering with customer engineering, product engineering, and all four teams within managed services. Operations Management for cross functional services – Four separate teams with collaborative skills comprise the managed cloud organization, unified and aligned all internal processes for tracking and reporting the macro and micro details using OKRs. Improved visibility and efficacy of all four teams across the globe through bi-weekly program alignment, monthly operations reviews, QBRs, and full SLC planning.

Newton, Ma

Tapped for this newly created senior management role to develop and roll out global processes to support enterprise managed services for the top 10% of Adobe’s enterprise level accounts for a multi-channel digital marketing product. Identified and integrated existing best practices from cross-functional teams across the company, and built a new team of subject matter experts from Product Support, Managed Services, Knowledge Management, and Technical Account Management to deliver support of Adobe’s top enterprise email marketing customers.Notable Achievements: • Influences Vice-President level leadership in critical decision making and provides instrumental guidance on integrating new products into the managed services programs. • Built a team of senior engineers and grew it by 400% to meet services demand in just 3 months, including performing on-boarding, enablement and account integration for Fortune 500 customers across all verticals. • Quadrupled enterprise level customers in pipeline for a new service• Rehabilitated numerous enterprise level accounts from likely attrition and significantly reduced escalations by identifying a lack of global service alignment and the need for account visibility enablement, resulting in the development of global processes to align service experience across 4 global regions.• Enhanced service models to support Saas, Hybrid, and On-premise installations. • Grew the North American managed services business revenue stream from $450K to $1M+ in just 6 months.

Newton, Ma

Promoted and recruited for this new role of increased, global responsibility for all aspects of post-sales customer experience for an enterprise digital marketing product, including ensuring integration with other products in the product suite. Notable Achievements: • Improved enterprise customer retention by developing a cross-functional intake model for product and process gaps impacting customers in all regions, in collaboration with Engineering, QA, Documentation, Customer Success Management, and Customer Care, resulting in the creation of a top 10 issue list monitored by the CEO, and used as a decision-making guide for improvements across the entire customer experience.• Designed and implemented a complex intelligent keyword analysis of global ticket volume to measure the impact of the solutions applied to the experience gaps and presented findings to executive leadership, resulting in concrete means to identify the problems contributing to customer issues; and yielding metrics that included cost/revenue analysis for the product.• Delivered a 15% reduction in top issues ticket volume and an 80% reduction in critical situation escalations by effectively managing resolution of customer experience gaps, including product functionality, documentation, and support solution tools with enterprise wide cross-functional teams, including: Consulting, Engineering, Customer Care, Documentation Team, Product Marketing, Product Management, and Sales.

Newton, Ma

Provided global management to product support service delivery across 4 regions and was the Global Solution Owner for the Adobe Campaign. Managed a team of 7 Engineers, 2 Project Managers, and 4 Front Line Managers with the Front Line Managers having up to 60 Engineers. Reported to regional directors for Europe/Middle East/Asia and North America and routinely engaged with the product VP on escalations on a weekly basis to best manage critical escalations for enterprise level business customers.Notable Achievements: • Reduced tickets nearly 60% and increased annual business revenue 100% by developing, rolling out and managing a cross-functional ticket management process. • Maintained regional customer satisfaction of over 90%.• Led a cross functional Subject Matter Experts team and played an instrumental role as an SME on another, developing business case and initiatives to address challenges involved with expanding licensing sales and supporting product market expansion. • Identified issues for the top 20% of enterprise customers, representing 70% of revenue business, which were experiencing critical issues that were impacting recurring revenue, by scaling issues to quantifiable metrics to identify core causes in a year-long case study.• Led the global customer experience improvement initiative, resulting in improvement of referral sales generation from the top 10 enterprise accounts, which directly impacted high-value sales.

Newton, Ma

Directed technical support operations for digital marketing software of the Americas sector, reporting to the Regional Director for all North American (NA) Services and Support and regularly engaging and reporting to senior leadership, including the NA President, VP of Sales, VP of Marketing, VP of Engineering and the CTO.Notable Achievements: • Successfully designed and implemented a new global ticketing process that supported 100% YOY business scaling for 3 years in a row.• Developed and drove customer service guidelines that were integrated on a global scale, ensuring consistent service levels, accountability and escalations reduction. • Reduced average ticket resolution time from 35 to 16 days in just 6 months by direct management of the support team and service resources coordination.• Served as primary point of contact for all key accounts, interfacing with director level stakeholders and providing 24/7 on-call availability, personally executing high-touch escalation management. • Reduced standard, average resolution from 16 to 10 days by implementing a technical enablement program for all support engineers, leveraging Consulting, Engineering, and QA Resources, resulting in setting a standard.

Lexington, Ma

Hands-on leader of the technical support team, steering and collaborating effectively to resolve a wide range of issues.Notable Achievements: • Served as primary point of contact for all support issues.• Identified drastically underperforming customer service processes for an enterprise streaming product, and built 100% the customer service support processes.• Successfully steered technical support operations, as an instrumental foundation of 3 years of 100% YOY growth.

Master Of Business Administration (Honors) - Mba, Data Analytics For Business, 3.9

Concentration: Data Analytics

Bachelor Of Science - Bs, Computer And Information Sciences And Support Services, 3.4

Activities and Societies: Chimes Honor SocietyObject Oriented Design and Development, Database Desig and Management, C++, Business.

Leadership Circles

Activities and Societies: Clarify their vision for leadership that supports the organizational mission, Find and focus on critical.