Susan Pera Email & Phone Number

Bellevue, Wa

Sr. Product Experience Manager December 2014 - CurrentLead Cross-Functional team to evaluate options enabling customers to experience a predictable bill cycle, thereby driving customer satisfaction and reducing support calls and changing the mobile industry’s customer experience. Collaborate with business partners and senior leadership to ensure product alignment across company empowering frontline.• Identify pain points and design options to mitigate. Identify and evaluate options to deliver strategic value propositions for the business. Present options and recommendation to leadership for approval to implement.• Create flexible shared data product delivering capabilities to support unique customer segment needs that are adaptable to a changing marketplace through working with key business stakeholders.• Responsible for postpaid product vision, customer experience and frontline experience for consumer and @Work in billing system and catalogue; ensuring the vision remains true through the entire lifecycle

Bellevue, Wa

Championed B2B integration in systems across the Enterprise delivering efficiencies and enhancements for B2B and designed new product for inclusion in new product/billing platform.• Business Owner for B2B for Universe responsible for defining/delivering B2B product and customer experience.• Identified/Evaluated CRM options for B2B solution delivering CRM capabilities improving customer engagement.• Defined and evaluated alternative programs for B2B employees to support consumer acquisition, BFD was launched.• Led cross functional team to Delivered 132 requirements/60 attributes.• Increased contactable base 67% to create systematic solution to capture marketing preferences.• Partnered across enterprise to deliver enhanced customer segmentation improving targeting.

Kirkland, Wa

Create and implement a strategic business platform to enable and support business expansion and increase client base.• Establish and drive execution of a Sales planning process including target setting supported by individual goals with Key Business Drivers and Key Business Indicators. Modify salesforce.com structure to enable the planning process including introducing actual, forecast and target revenue reporting by account.• Build a Rhythm of the Business (RoB) to deliver a consistent and predictable communications with key audiences and to establish a consistent business review and adjustment cadence. Create revenue, key indicators and key driver analysis and reports to support the RoB.• Connect historical data to individual accounts creating ability to evaluate and monitor account status.• Manage the redesign and database integration of the website enhancing creating more robust data to improve closing ratios.• Design and document the initial Operations Manual identifying resources, processes and procedures required to facilitate development in new markets and the Business Continuity plan ensuring smooth operations and.

Redmond, Wa

Responsible for strategy creation and execution to evolve the Division’s competencies in the Microsoft Partner Network program and drive improved partner retention and recruitment in the channel.• Analyze data identifying membership trends to create and implement short and long term strategies to reverse the downward trend in enrollment supported by the creation of a targeted retention and recruitment campaign. Scaled worldwide through 1 to many training and regular 1to 1 coaching. Increased membership 80% in the first 5 months, followed by 60% the following twelve months for record 192% membership increase over 17 months.• Design and conduct primary channel and internal research to understand the value perceptions of the Partner program. Analyzed the data to create a recommended three (3) year program evolution plan integrating the channels perspective that was presented and approved by executives. • Develop and implement a membership enrollment campaign to engage partners at trigger points in the membership cycle and increase retention and recruitment. Delivered 53% membership retention rate compared to an overall 47% membership retention rate for the program.• Create and land a global target setting methodology driving alignment worldwide and cross divisionally. • Lead and implement the Division’s plan for participation at the Worldwide Partner Conference driving awareness and preference for the Division’s “Hero Devices” in the ecosystem to support sales through the channel connecting with over 12,000 partner attendees.

Lead, and participated in, cross-organizational teams to develop and implement strategies, campaigns, and programs to achieve joint sales and marketing goals.• Served as the Voice of the Channel to the respective Product Groups, ensuring alignment and driving execution.• Facilitated and participated in a cross functional virtual team across product groups, marketing, sales and field organizations to deliver an integrated and aligned Incentive Program Guidance to drive improved incentive creation, increased utilization and improved communication.• Spearheaded 3 tracks at the Worldwide Partner Conference to deliver audience specific content aligned to the GTM plan and brand designed to engage partners more deeply with Microsoft; lead cross-organization team managing competing goals and limited resources delivering the 2nd highest rated track and a standing room only Key Note.• Responsible for integrating the work of multiple product groups to create a Channel GTM strategy and execution plan aligned to the overall brand strategy driving sales through the Channel Campaigns.• Designed targeted sales strategies including segmentation with key channel partners to achieve desired sales outcomes, lead execution through channel facing field roles.• Led a virtual team to provide strategic guidance, resources and field training to drive adoption and utilization of customer targeting tools to increase channel sales through partners. Collaborate with key stakeholders to create a tool roadmap addressing changing channel needs.• Gold Star recipient for cross group/organization collaboration and relationship development with stakeholders.

Responsible for creating and executing a global Business Planning Process integrated with the available corporate tools to support the Worldwide Partner Account Manager (PAM) community.• Created and launched a uniform worldwide ISV PAM Channel Business Plan and Channel Solution Plan processes through 1 to many training that supported PAMs in setting, tracking and achieving goals.• Designed and launched a worldwide account manager web portal that built and strengthened the ISV PAM community, delivering PAM specific tools and monthly training, and fostering the sharing of ideas to drive long-term employee retention and productivity.

Led team in the Sales and Marketing Planning and Execution Process identifying strategies and establishing goals to achieve multi-channel and multi-product sales targets and market share targets while increasing customer retention.• Designed a multi-faceted sales and marketing campaign resulting in a 43% increase in market share in the region compared to a 7% increase nationally.• Managed multiple relationships with advertising associations’ Boards of Directors, the division’s general office, and multiple advertising agencies to develop annual advertising plans for effective utilization of $2.0 million in advertising budgets. Created nationally recognized ground breaking campaigns.• Analyzed customer retention trends, leveraged key defection data to recommend and implement a partner incentive increasing customer retention 20% at targeted partners, compared to 3% at non-target partners.

Directed development of strategies and goals that achieved sales targets, increased customer retention, increased service sales at the partners, and grew service contract sales.• Spearheaded annual Sales Planning and Execution. Standardized analytic methodology, target setting methodology, and plan structure. Trained eight team members on new methodologies and structure. The plan was rated best in the nation out of 19 plans by Executives.• Analyzed private brand credit card sales to develop a consumer offer, advertising plan, and a partner incentive to support applications and sales while maintaining the required ROI. Applications increased 92% compared to the nation at 11%, and sales increased 114% compared to the nation at 13%.

Lead Sales and Marketing planning and execution process while managing operations team providing best in nation support to regional employees and channel partners. Ensured execution of plan to achieve market share, customer satisfaction, compliance with policies and laws, adherence to budget, and handled facility issues for multiple divisions.• Directed annual Business Planning and Execution. Standardized analytic methodology, target setting methodology, and plan structure. Trained eight team members on new methodologies and structure. The plan was rated best in the nation out of 19 plans by Executives.• Measured multiple variables for 100+ channel partners designing a systematic approach for restructuring markets to accommodate changes in personnel allocation. Constructed market alignments to correspond with employee career development, resulting in a clear market progression model for employees.• Negotiated and administered equitable allocation of parts for 90 partners to manage extraordinarily high customer demand resulting from owner notification program (ONP). Leveraged relationships with multiple distribution channels to maximize availability. Completed ONP 1 month ahead of schedule.• Earned Top Achiever.

Consulted with, and sold to 35 franchised partners in the San Francisco and Seattle markets, building and strengthening relationships to achieve business goals. Identified growth strategies and implemented corporate initiatives that increased sales, market share, profits and customer satisfaction.• Identified and facilitated process improvement actions with partners resulting in increased efficiencies, sales, profits, and customer satisfaction.• Co-devised detailed Excel based business plan template for team members to use in consulting with partners to identify sales growth targets, actions to be taken, and progress towards achievement of goals.

Led the distribution and operations team to ensure all production was scheduled, commodity mixes maintained and analytic support provided to local management. Formulated sales forecasting model incorporating mix, marketing profits, targets and tracking. Controlled regional budget - achieved 13% budget reduction cost analysis, establishment of cost guidelines, and renegotiation of agreements with service providers.

Strengthened retail dealer network and increased sales and market share by rehabilitating or replacing poor performing dealers throughout California, Oregon, Nevada and Hawaii. Monitored 123 dealers' performance.

Designed and executed regional promotions and marketing plans to increase sales and launch new products. Developed and executed communication plans to prepare field team ensuring awareness and adoption by partners and the partners advertising Board of Directors. Implemented divisional brand strategy at regional level. Managed 1 direct report.

Cultivated strong working relationships with 120 dealers through actively observing their operations, analysis their business and advising them on opportunities to improve their operations, vehicle sales and profits. Sold $135 million in new vehicles to accounts annually.

Mba

Ba

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