Steven M. Brinks Email & Phone Number

Washington, District Of Columbia, Us

Leading global voice-of-customer efforts translating customer needs into business objectives while supporting a global organization and multi-channel business growth and goals* Voice-of-customer champion for global Selection, Configuration, Price & Quote (SCPQ) tools supporting over 60K registered and 150K guest global users * Consultant to internal SCPQ platform modernization program sustaining $5.5 billion in global sales* Leading agile teams designing, building, and launching a B2B e-Commerce platform through the SDLC* Redefining process, best practices, and platforms requirements for the global e-Commerce platform* Liaison between external customers and internal teams driving platform and process improvement enabling customer adoption and platform enhancements roadmaps* Established SCPQ reporting capability, defined key business metrics, and integrated Business Insights with Business Objects to measure and track platform post launch adoption and conversion ratios

Washington, District Of Columbia, Us

Head of eBusiness and Marketing automation teams supporting business growth goals while driving efficiencies in process improvements and tool implementation. * Successfully delivered the CPQ scope definition, requirements gathering, and implementation of a pilot program for a consolidated corporate wide CPQ tool supporting $5.5b in global sales* Managed overview of roadmap review sessions and technical development initiatives* Lead internal and external voice-of-customers activities feeding global SCPQ platform initiatives * Simultaneously lead teams responsible for updating and maintaining sales enablement tools and subject mater experts supporting marketing operations campaigns, webinars, and content activities* Supervised key marketing initiative activities to increase campaign effectiveness by marketManaged the marketing technology stack review process ensuring most relevant tools are used

Washington, District Of Columbia, Us

Lead the eBusiness team supporting global sales channels through the creation and strategy definition of business tools. Managed $1.4 billion in revenue worldwide across multiple industries and product lines.* Managed global team of 8 direct and 5 external flex members to meet Selection, Configuration,Pricing, & Quoting (SCPQ) tool roadmaps bridging $1.4 billion in sales* Defined requirements and vision for an HVAC market selector used by over 27k users across the Americas (67K monthly tracked interactions) supporting $450 million in revenue* Architected and built vision for sales tools supporting Fire, Industrial, and Water Utility markets transacting over $600 million in annual revenue* Built and launched order status tracking using Salesforce Communities and ERP integrations increasing customer self-service capability deferring approximately 40,000 order status inquires* Responsible for 2 of the top 6 business initiatives for 2019 within the Americas Commercial team

Chicago, Illinois, Us

Interface and liaison between the eCommerce (eComm) and Customer Care teams ensuring all programs are aligned, sized, scoped, and prioritized from a Reverse Logistics and Customer Service perspective.* Voice of Customer Care at the eComm roadmap reviews* Managed and maintained capability roadmap of eComm support programs targeting operational efficiencies and innovation * Represented Customer Care in the successful launch of 2 new eComm regions (China and Brazil) * Lead the Customer Care review of MotoMaker as a Service to be launched in NA & India* Develop and Review PRDs and TRDs for key programs: i.e same unit repair, refurbished sales, and new warranty capabilities* Decreased cost and increase customer satisfaction by developing and launching self service “track my stuff” under the customer profile in 7 markets (diverting 6% of all order support calls)

Chicago, Illinois, Us

Responsible for generating all customer service metrics, maintenance of data integrity, and identifying automation and business intelligence architecture to facilitate reporting and increase ease of use for internal customers. • SME generating weekly operational reporting for presentation to VP level reviews• Responsible for standardization of key metrics CSAT, DSAT, IR, FCR, AHA• Initiated CRM simplification program for call center agent CRM fields to increase accuracy and data integrity – i.e. reducing contact queues 10% & field duplicity by 10% • Worked with internal customers to understand business needs, track success, and set KPIs for the various programs and new product introductions• Managed team of (3) analysts to support operational business needs

Houston, Texas, Us

As a Product Manager I oversee the eCommerce capabilities that are delivered through our site to ensure the right features are available for our customers. Drive change through innovative thinking and coordination across software teams to build the ultimate customer experience that will allow customers to try and buy from pronq.com

Houston, Texas, Us

Manage the global Quote to Cash process and serve as a Program Manager coordinating and driving change through business process improvements. Resolve cross-functional issues between the SaaS business and the legacy HP systems with multi-regional teams. Leading the implementation of SaaS business initiatives.* Liaise with finance, business analysis and operational managers to identify process gaps and resolve revenue recognition issues which uncovered $2.5M in unaccounted revenue.* Conceived, designed and developed a new product structure architecture which increased flexibility and sales of SaaS offerings.* Spearheading the redesign of the Quote to Cash system for scalability and alignment with broader HP systems.* Introduced >2500 SKUs to the corporate pricelist with new Quote to Cash system setup to re-launch products to market.* Aligned SaaS renewals with the broader HP organization and led a program to transition $2M in revenue by the end of Q4 FY10; all renewal business (>$23M) transitioned to the new process at the end of Q1 FY11.* Serve as the Subject Matter Expert (SME) with various entrepreneurial HP teams looking to introduce ‘SaaS’ like products and business models within the HP systems. * Drive continuous improvements in new product and service introduction to ensure SaaS SKUs are accurately launched; validations of end to end. From corporate price list to the support systems used for customer issue ticketing.* Facilitated the development of a pilot program for Pay-Per-Use (PPU) (~$1M revenue) * Key role in a travel & expense project to comprehend how travel and expense related to client deployments should be recognized and setup.

Houston, Texas, Us

Transitioned to the Software as a Service (SaaS) Business Operations, Transformation and Planning team. * Recognized as the SaaS liaison for any issues or challenges that came from the different HP legacy systems or corporate price lists and managed mission-critical projects.* Discovered and defined the initial product introduction process for SaaS products onto the Corporate Price List (CPL)* Introduced 200+ products onto CPL.* Created a license key process for the SaaS business unit utilized by all Technical Account Managers.* Assisted with quote-to-cash discovery and documentation.* Launched a professional development initiative for internal SaaS employees utilized by ~ 200 global employees.* Resolve issues with orders lost/stuck in the pipeline and uncovered more than $1M of unaccounted revenue.

Houston, Texas, Us

Joined HP as part of the acquisition of Mercury Interactive.* Liaised with clients and the senior management, generated Service Level Agreement (SLA) reports and troubleshot issues including user management/updates and accessibility privileges.* Facilitated contract renewals with American Express which generated ~$3M in revenue.

Us

* Administered, developed and organized the user management requirements for the American Express account worth over $1M in revenue

Masters Of Business Administration (Mba), Management

Bs, International Business