Robert Pearson Email & Phone Number

Cambridge, Ma, Us

Product Manager for Akamai's Service and Support Product Line.--Define requirements for adapting and implementing new services--Modify existing Akamai products and services to ensure customer retention and revenue contribution--Own and implement a product roadmap for future Service and Support Products

San Jose, Ca, Us

Contract position:Senior Program Manager for Cisco Services Portfolio Program Operations. Implement operational aspects of service programs related to acquisitions.

Palo Alto, Ca, Us

Managed the team responsible for developing and marketing VMware’s support services. Scope included free and fee service offerings for all products, company initiatives, and acquisitions on a global basis. -- Developed and marketed support services for all customer segments from consumer to enterprise, resulting in support services revenue growth in excess of 40% per year with margins exceeding industry average.-- Managed approvals for all non-standard support terms on enterprise license agreements, minimizing risks associated with support contracts, outperforming a 24-hour service level commitment.-- Established and staffed voting seat for Global Support Services on the Global Pricing Committee.-- Developed and tested new processes and infrastructure for managing customer upgrade entitlements as part of vSphere launch, resulting in a significant reduction in the number of support requests triggered by customer upgrades.-- Revised end-of-life policy and customer documentation for vSphere launch, ensuring a more marketable policy, improved customer clarity around length of support and predictable costs for engineering. -- Introduced new free and fee service offerings for consumer space products, improving customer satisfaction for support requests by over 30%.-- Expanded the customer satisfaction program to formally track each manager’s follow-up contact with dissatisfied customers. This program resulted in more timely feedback on customer satisfaction to all business units.

Palo Alto, Ca, Us

Provided Product Management, Product Marketing, and offer development for Global Support Services focusing on services for enterprise class customers. Contributed due diligence review and services transition planning for strategic acquisitions.-- Designed, implemented, and managed Business Critical Support Program for top enterprise customers paying over $40 million in combined annual support fees.-- Established two customer satisfaction measurement programs from the ground up, resulting in enhanced visibility to key areas for improvement.-- Established training for VMware’s sales force new hires on how to position and sell support services, resulting in 80% attach rate for top service level.-- Implemented global program offering live response on incoming customer support calls, increasing first call resolution rates, and improving customer satisfaction. -- Worked with Sales Operations to introduce multi-year support and subscription SKUs increasing in the number of multi-year deals, improving revenue reporting, reducing renewal costs, and providing a guaranteed annuity from installed base customers.-- Provided messaging and support for all channels around pricing and SKUs for VI3 upgrades. Clarified the paid entitlement available with support to ensure maximum value for customers and driving additional revenue through the sale of support with upgraded licenses.-- Simplified pricing and positioning for support and subscription on Virtual Infrastructure Node (VIN) bundle, resulting in reduced customer and field objections and improved traction for this introductory bundle.

Austin, Texas, Us

Managed Quality Assurance Team for Oracle’s iProcurement and Purchasing applications. Responsible for recruiting, hiring, training, and managing engineers for the QA team based in Redwood Shores, California, and Hyderbad, India.-- Implemented effective guidelines for test case documentation, defect reporting, and test result reporting for iProcurement and Purchasing applications, producing consistent test procedures and improving the ability to incorporate additional testing resources to cover peak workloads.-- Established processes for test script automation of regression tests using WinRunner, reducing the time for each complete test cycle and providing engineers with additional capacity to thoroughly test new product features.-- Cordinated testing activities, processes, and schedules across application product teams fostering higher quality dependent product features.

Austin, Texas, Us

Acted as primary business contact for Oracle’s joint venture partners in Europe and Asia running B2B commerce sites on the Oracle Exchange (SAAS) platform. Assisted partners with best practices for implementing the hosted solution, rolled out new product features, and collected requirements for future product releases.-- Documented hundreds of requested product features for Oracle Exchange. Worked with customer advisory board to develop priorities for feature roadmap and managed customer expectations, helping the product team develop features to drive new business while ensuring that existing customers were successful and referenceable.-- Created processes and templates for coordinating maintenance events between Exchange customers and the application hosting team, establishing a new operating model for delivering SAAS.

Austin, Texas, Us

Managed geographically dispersed team of Field Marketing Managers with responsibility for Canada, Latin America, and the United States. Responsible for communicating offerings, value propositions, and competitive information on support services to sales organizations. Field Marketing Managers were also responsible for collecting field input on the portfolio as input for the service development process. Conducted business reviews and planning meetings with the business leaders and trained the sales force selling support services.-- Orchestrated the field rollout of the Oracle ExpertPACKAGES suite of proactive, focused, predefined services, generating sales exceeding goal by 40%.

Austin, Texas, Us

Managed the Product Management team responsible for the planning, development, launch, and ongoing management of Oracle’s support services. Scope included Oracle’s free and fee support service offerings for all products, company initiatives, and acquisitions on a global basis. -- Grew revenues ten-fold in less than four years.-- Established the Global Support Sales Committee enabling the Product Management team to align key programs with the business needs of our global sales teams.-- Developed and launched ExpertINSTALL, ExpertUPGRADE, and ExpertDETECT services providing customers with a rapid path to successful use of Oracle’s software at a reduced cost while giving the Telesales and Renewals organizations more services to sell. -- Received Oracle’s Support Club Performance Award - 1998.

Austin, Texas, Us

Responsible for Product Management, Product Marketing, and offer development for Support Services. This newly created position included responsibility for the complete support services portfolio. Represented Global Support Services on Oracles Global Pricing Committee and the Product Development Marketing Committee.-- Proposed scope, responsibility, and benefits of the Support Product Management function to the senior management team and implemented same.-- Developed and introduced the OracleMetals service offerings (Bronze, Silver, Gold), generating new opportunities for the field and renewals teams to up-sell.-- Orchestrated support’s first presence at IOUW (now Oracle Open World). The Support booth brought customers face to face with support experts and provided training on how to make best use of available services. -- Launched Oracle’s first web based support service MetaLink, providing a low cost alternative for SMB customers and increasing the ability to leverage known solutions across multiple customers at minimal cost.-- Implemented and managed Oracle’s decoupled support pricing model which provided greater flexibility when pricing support services for low cost and free products.-- Managed the design, production, marketing, and global distribution of the quarterly subscription SupportNotes CD-ROM to support customers. SupportNotes included knowledge base articles, published bugs, product documentation and was a top rated self-service resource credited with preventing thousands of Technical Assistance Requests each month.-- Received Oracle’s Support Club Performance Award - 1996.

Austin, Texas, Us

Managed group of thirteen technical analysts responsible for supporting Oracle's Desktop server and networking products. Responsible for recruiting, hiring and training technical staff.

Austin, Texas, Us

Provided support services for Oracle's Desktop products.Managed support of beta programs and production rollout of Oracle's first Desktop Server products (OS/2, Banyan Vines and Netware.)Supported DOS standalone database and development tools (SQL*Forms.)Supported SQL*Net drivers.

Solution Sales Representative for Apple, IBM, and Compaq authorized reseller.