continuation of previous role, with more emphasis on post-go-live phase

Responsible for a customer portfolio totaling to xMio USD in annual cloud revenue, including strategic accounts in Petrol, Retail and Manufacturing industries.- overall responsible for the delivery of the JDA Cloud services during implementation and post go-live phase, which is mainly delivered out of our Center of Excellence in India;- establishing strategic relationships with customer, to assist customer in maximizing and identifying business opportunities; collaborating with internal teams (client partner, account manager, …);- participating in steering committee meetings; providing monthly service reviews;- focussing on improving customer satisfaction, value delivered, and gaining customer reference status;- aligning with implementation partner and customer on project milestones and deliverables to deliver within timelines (environment builds, performance testing, vulnerability testing, disaster recovery plans, support transition, …);- managing escalations;- assisting the cloud operations team with the development of a protocols & procedures document, disaster recovery plan, and sometimes with overall solution/technical architecture;- monitoring revenue, accounts receivable status, credits;- supporting sales team as a representative of the Cloud Services Delivery team.

(*) main focus: responsible for the protection of XMio USD annual maintenance revenue from a subset of our EMEA customer base:- managing customers, mainly post go-live: build relationships, be their “advocate” within JDA, follow-up on their shifting needs due to evolving business requirements; working in collaboration with (off-shore India) Support Operations; Services; Sales; Product Management; Finance and Legal;- negotiating the commercial and contractual aspects of the annual maintenance renewals, totaling to XMio USD annually;- drawing up Statement-of-Works (e.g. for product enhancements, mainly focusing on clear (scope) definition, risk management and cost, while the development teams provide the technical details);Other projects:- Salesforce super user for the worldwide Liaison team (a.o. for tracking maintenance renewals in SF; for designing the corresponding reports/dashboards in SF, for Chatter, to support the design of new workflows);- member of the workgroup to make our renewal processes more lean;- EMEA representative in the workgroup to make recommendations on how the JDA “back-office” support team in the Center of Excellence in India can be utilized and integrated more efficiently in the world-wide support process;- responsible for the integration of the i2 EMEA maintenance renewals into the JDA process when JDA acquired i2.

Delivery Manager in the Global Customer Solutions Management department- Pro-actively and holistically managed customers post go-live. The customer base I was responsible for covered XMio USD of annual maintenance fees:- was “the oil” between the customer and our off-shore India technical support and development teams;- coached the off-shore India support team in addressing the complex support cases, as well on finding the technical resolution as on efficient problem resolution process to ensure resolution in due time;- pro-actively addressed solution issues and support process issues;- was responsible for the annual maintenance renewals for my customers, totaling to XMio USD;- drew up Statement-of-Works (e.g. stack refresh; product enhancements) and negotiated quotes;- co-organised the User Group of our EMEA based Retail customers;- Institutionalised the EMEA maintenance renewal operations (e.g. improved on-time renewals by x%); part of the process introduced was copied world-wide;- Turned around a customer situation: this included as well project management as helping out development on the complex technical issues.- Was EMEA representative in the interregional GCSM Operations Committee to improve our operations and customer satisfaction (e.g. support policy, enhancement voting process);- Developed a tool (in MS Excel) to monitor and improve the service of our support and development teams in India;- Developed a tool (in MS Excel) and a template for monthly reporting of support KPIs to our customers.

- provided 3rd level technical and process support for our web based Supply Chain Collaboration & eProcurement solutions; audited implementations before transition;- evolved to team lead role for the above and Retail suite of products when the pure technical work was transferred to our off-shore office in India.May 2002 – Oct 2002: Solution Architect / Senior Consultant for a world-wide Supply Chain Collaboration upgrade project in a large telecom company- architected the solution configuration design based on the customer's business requirements;- supervised the implementation team on the configuration/implementation;- implemented/customised the complex elements of the solution myself; wrote the corresponding test cases.

on multi-agent shop floor control system