Jolene See Email & Phone Number

Work closely with CSM , Digital CSM, Nurture/Onboarding and CX teams to standardize, automate and streamline processes. Provide creative solutions to manage system constraints and meet business goals.Design and improve data models for B2B and B2C customer data to enable automation of personalized customer communicationsParticipate in strategic projects focused on process and platform transformation to help with the transition from perpetual to subscription based models.

Project manage, design and implement Gainsight for Customer Success team Work closely with cross functional teams CX, CSM, Nurture teams to ensure smooth deployment GainsightDesign and implement processes to ensure clear definitions of roles and responsibilities between all functions.

Burlington, Massachusetts

Worked closely with business team coordinate and track progress of documenting Learning program contracts, with weekly reports to management on progress.Manage global team of operations admins, specialists and analysts to transact day to day operations to ensure quote to cash accuracy.Design and implement and document new process for new product launchesProject manage cross functional teams to create new processes and integrations to shift manual databases into SFDCEvaluated, designed and launched new LMS for Learning CustomersWorked with cross functional teams to redesign and implement new forecasting processs to accommodate transition on the following : -On-site/physical training to Virtual and on demand-physical books to ebooks to ondemand books-as delivered service to subscription modelCreated financial models for potential outsourcing projectsReview and change manage existing processes to increase operational efficiency globallyEnsure all processes are audit compliant

Burlington, Massachusetts

• Work closely with the entire Services management team to drive initiatives related to systems and tools supporting the global Services organization. • Drive day-to-day activities of system initiatives (all FinancialForce related projects). This includes the documentation of business requirements, system designs validation, functionality testing, User Acceptance testing, deployment, and production validation. • Understand the process and business practices (including regional variations) of Avid’s worldwide Services organization and implement solutions to standardize as close as possible that support those variations. • Participate in quarterly budgeting and forecasting process.• Assist with the evaluation of existing processes and workflows of the operations to determine the most effective and efficient model. Work with Delivery teams to educate them on the new features through group or one-on-one trainings.• Evaluate existing reporting and information needs to determine the most effective and efficient model. • Assist the Service Enablement team with process and procedures of FinancialForce and assist with their activities related to forecasting and invoicing.• Liaison with other departments within the Avid organization (IT, Order Management, Revenue Recognition, Sales, etc).

Singapore

Design and implement key business processes to support cross- functional collaboration and operational efficiency Integrate and streamline business support processes for services team in APAC region and provide change management Provide Project Management Office (PMO) support for Professional Services APAC Delivery team, including cost management and resourcing Manage APAC services teams to ensure compliance with implemented processes Establish and review cost control measures and ensure project related expenditure is in-line with policy Reporting, analyzing and presenting data on quarterly business performance Mine SAP, Diver and PSA system for financial and utilization data Implement first PSA tool, QuickArrow to APAC regional teams. Involved with the requirements gathering, design, implementation and maintenance of 2nd PSA tool Open Air for APAC PS team. Provide administrative support for PS group Manage and track price book validity Engage with regional resellers to provide Chinese translation for Managers meetings and liaise on project related matters. Ensure all relevant PS and Sales documents are in-place and delivered prior to order processing Work with Finance and PS Director to ensure revenue is clean and recognizable prior to audit. Track project progress and ensure timely billing of services revenue. Assist PS and Sales Directors with managing enterprise project pipeline forecast Weekly Professional Services revenue and risk forecasting Work closely with Customer Support team to ensure assurance contract validity for new system and upgrade quotations. Ensure quotation to order continuity and all proposals are technically qualified throughout the sales process

Singapore

Coordinate shipments from regional factories to overseas sales companies using SAP. Factories in Singapore, Indonesia, Malaysia, Shanghai and Thailand. To service customers in China, mainly in Shenzhen, Hong Kong, Shanghai and Tian Jin, as well as US customers.To provide sales support for accurate sales forecasts. Provide customer service to overseas sales companies. Maintenance and ownership of buy/sell pricing for Panasonic group.Providing support to Malaysian counterpart Establishing productive relationships with overseas customers with regular sales calls. Temporarily providing onsite help to stabilize streamline and support China sales office operations. Help with testing of CRM system for new and existing modifications to SAP. Drove SAP development on behalf of group. Involved in organizing Company social function (i.e. social committee)Business related development projects (i.e. in-house approval system)