Lifecycle Services Program Manager
Austin, Texas Area
Directly led a $110M growth (from $65M in 2014) to the Guardian Support business as well as a 70% increase in service adoption (from 61% in 2014). Enlarged the Guardian Support GP to 68%. Provided subject matter expertise in global Guardian Support Corporate Agreement sales: organized sales trainings, offered general Q&A, and presented the program at internal/external events, including the Emerson Global User’s Exchange.Increased support adoption and utilization of the Guardian… Show more Directly led a $110M growth (from $65M in 2014) to the Guardian Support business as well as a 70% increase in service adoption (from 61% in 2014). Enlarged the Guardian Support GP to 68%. Provided subject matter expertise in global Guardian Support Corporate Agreement sales: organized sales trainings, offered general Q&A, and presented the program at internal/external events, including the Emerson Global User’s Exchange.Increased support adoption and utilization of the Guardian Support program by identifying, driving, and maintaining global and world area-specific strategies. Successfully managed the Emerson Automation Solutions’ Guardian Support global program (portfolio valued at $110M per year/GP: 65%).Transformed the Guardian Support organization from a reactive service to a proactive service, enabling customers to minimize or eliminate process control issues prior to development.Refocused the technology team on user tasks and needs by overhauling the support portal and incorporating Human Centered Design (HCD). Efforts resulted in increased support of portal logins to 16k per month (from 1.5k per month in 2014).Developed sales tools (presentations, QBRs, whitepapers, estimation models, etc.) and marketing communications (email, webinars, internet/intranet materials, etc.) to drive program success. Show less