Shannon Cunningham Email & Phone Number

Kirkland, Wa, Us

Greater Seattle Area

Led strategic initiatives within CX organization, collaborating with > 30 major US customers across diverse sectors spanning banking, energy, manufacturing, software, and healthcare to deeply understand challenges and goals and fiercely advocate for needs to drive value realization resulting in positive Net Promoter Scores across assigned customer accounts. Secured $18M+ in annual revenue retention and drove $20M+ in growth opportunities by leveraging Generative AI for strategic, tailored customer engagement action plans and enhanced value realization initiatives across diverse industries. Enhanced efficiency in client onboarding time by 25% through strategic collaboration with Sales and Renewals teams to implement process improvements and customization for diverse enterprise customer and partner needs. Received Club Cisco Sales Champion award in 2022 (top 1% of performers) for valuable impact on sales growth/retention across SaaS, services and hardware.

Greater Seattle Area

Promoted to define SaaS business goals/outcomes and built success plan inclusive of customer objectives, stakeholders, milestones, risks, and metrics. Acted as single point of accountability while working closely with Account Executives to develop joint success plan for customers. Partnered with Customer Solutions team on feedback and recommendations for inclusion into backlog/roadmap. Represented “Voice of the Customer” and documented business-value driven customer success stories and best practices. Coordinated activities across customers, partners, engineering, services, and field roles to achieve desired evaluation outcomes. Identified and tracked desired customer outcomes via several methods e.g. direct meetings, surveys, and KPI measurement.

Greater Seattle Area

Managed customer-focused team to execute technical design and change management initiatives to address enterprise needs and deliver IT benefits to workforce. Applied Prosci® change management methodology to drive readiness for > 35K diverse enterprise users in rapidly changing environment for SaaS, services and hardware solutions. Achieved 40% increase in IT SaaS collaboration efficiency across departments and boosted overall project delivery timelines by orchestrating cross-functional team efforts to implement technical design overhaul to streamline communication protocols. Increased stakeholder participation by 26% to deliver various change initiative project objectives by driving communication plans and schedules, understanding stakeholder needs via assessments, and organizing SaaS product demos and webinars.

Greater Seattle Area

Consulting: Puget Sound Energy – Organizational Change Management for Integrated Work Management (IWM)Emphasized alignment across system for project success via ongoing assessment to evaluate readiness to adopt IWM. Aligned executive leadership via coaching and internal customer advocacy to support >3500 employees through changes.  Built repeatable readiness and measurement strategy to maximize adoption via communications, training, and engagement execution.

Greater Seattle Area

Consulting: T-Mobile – Organizational Change Management for Online technologies Oversaw enterprise-wide readiness and adoption for Office 365, WebEx, and Mobility SaaS deployments through user-focused engagement plan. Aligned technological capabilities with audience business needs.  Championed an online resource center providing step-by-step guides for new SaaS technologies while serving as point-of-contact on deployment efforts- reduced incoming support inquiries by approximately 32%. Developed and executed a comprehensive engagement strategy prioritizing user-centered communication, resulting in increased SaaS technological adoption rates by 35% within six months across diverse organizational segments.

Redmond, Washington

Promoted to supervise 10 program managers to facilitate SaaS solutions Office 365, Azure, and Dynamics field and commerce/technical support readiness and sales success through targeted communications strategy. Fostered collaboration and alignment, identifying opportunities to enable field readiness and partnering on initiatives to reduce field post-sales support activities.  Formulated engagement framework and measurement structure to meet audience consumption preferences and improve access to support information, resulting in 80% elevation of portal site visits for fiscal year, 87% improvement of average presentation satisfaction ratings, and 80% of communications focus on deepening connection between support and field organizations. Produced innovative training resources, resulting in resolution of >250 new user inquiries without escalation.

Redmond, Wa

Reported to General Manager of Channel Incentive Operations and directed 5 leadership staff members and all aspects of organization, including organizational strategy, hiring, planning, budget, scorecard, and commitments. Guided definition and communication of mission, vision, strategy, and business measurement framework to drive coherent focus around organizational delivery of business impact. Achieved 100% overall satisfaction with 2011 Team Offsite design, delivery, and facilitation to goals. Steered organizational design for new organization - Channel Incentive Operations. Grew organization from 14 to 32 full-time employees via hiring and talent planning activities.

Redmond, Wa

Led 6 regional program managers to drive strong partnership with business groups to flawlessly implement operational solutions through managing program roadmap with readiness rigor.  Improved average CPE (+5), COGS (+$16.68M), and Readiness (0 Red risks/LRC’s) by outlining and delivering initiatives to support maintaining/enhancing global customer and partner NSAT and initiatives for Microsoft SaaS solutions. Saved $16.68M over 2 years and raised partner satisfaction by +5 points over fiscal year by leading supply chain process efficiencies  Launched Global Partner Readiness with zero red risks and managed changes in Microsoft Partner Network program.

Redmond, Wa

Headed team of 5 instructional designers to identify opportunities for support performance improvement aligned to business goals and devising development planning strategy. Analyzed customer contacts and complaints, identified root cause of customer contact “bounce” from between support teams call centers/programs, led process fix, and eliminated bounce.  Supported $6M renewals revenue for SaaS MSN solution by leading global optimization of sales training strategy and processes.  Reduced contact volume by 13% to near zero for ~1500 contacts monthly.

Education record

Bachelor Of Arts - Ba, English Language And Literature, General