Susan Andersen Email & Phone Number

San Diego, CA, US

Mountain View, CA, US

Mountain View, CA, US

Mountain View, CA, US

San Francisco, California, US

Palo Alto, CA, US

• Drove changes across the company to compete and achieve market leadership in a contractual market (from a transactional business model)
• Developed service and support strategies to increase sales and improve profitability
• Led 60+ Customer Success Managers accelerating customers' time-to-value with our technology
• More than doubled the number of customers implementing and earning an ROI with new technology six months after implementing Customer Success practices
• Managed Customer Escalations
• Designed a channel sales SaaS offer expected to increase revenue by $100m over the next two years.

Palo Alto, CA, US

• Managed a technical sales support group in America & EMEA that enabled the sales team to win or renew over $2.5B in B2B contracts annually - Provide complex technical consultations and rapid augmentations to our offers.
• Develop business strategies and strategic partnerships to accelerate market growth of a new technology
• Develop effective and competitive Global Pre-Sales processes for a new strategic market
• Manage Partner Programs to quickly drive sales growth in a new market

Palo Alto, CA, US

• Designed a new offer to take care of unmet needs for enterprise customers, estimated to produce $20M annually
• Provided sales tools and consultations for the direct sales force and resale partners to increase sales of new technology in healthcare, retail and financial services verticals
• Led the development of the Patient Education & Workflow Management demo with HP Extreme SW for HIMSS 2016 for decreased re-admission risk
• Led team to use human-centered innovation methodologies to develop a multi-million dollar wearable opportunity
• Developed pilots with the sales force to validate the value of new technology in specific vertical markets

Palo Alto, CA, US

• Collaborated with Engineering and Product Management to develop product roadmaps that improved B2C customer satisfaction and loyalty while reducing service and support costs. A member of the cross-functional Business.
• Increased customer satisfaction by more than 30%, beating those of the top two competitors by 15% and 18%.
• Saved $10M in service & support costs annually through product experience design improvements, design for serviceability, customer education, and self-assisted support tools.
• Introduced human-centered design to the business and led a cross-functional team to use it to improve the customer's post-sales experience, increase usage, and increase HP's revenue for two Global Business Units.
• Led a cross-functional director forum across three business units to accelerate product quality improvements and save an extra $20M to invest in new businesses.
• Decreased the department budget by 20% while also increasing team effectiveness and employee engagement scores.

Palo Alto, CA, US

• Managed cross-functional Product Development Program Teams to define, design, qualify and release new product programs encompassing Electrical, Mechanical, Software and Cloud Solutions in a cross-functional matrix.
• Managed new product programs at the high end of the portfolio while managing and developing a staff of 10 engineers assigned to all programs in the business unit.
• Managed investment budgets from $5M - $12M.
• Saved over $20M in variable cost of sales per program with design-driven cost reductions.
• Constituted risk mitigation and quality improvement processes that were adopted by other program managers

Houston, Texas, US

Managed a department of program engineers responsible for multidisciplinary product integration during product development, and transitioning new product programs to offshore manufacturing. Redesigned product development processes that reduced R&D investments by over $2M per year and shortened the time to market by 15%.

Houston, Texas, US

Recommended the most cost effective product design & supply chain strategies considering product variations, regional volume forecast, transportation costs and tax implications.Developed late point differentiation strategies and worked with R&D and Operations to implement.

Houston, Texas, US

Managed projects to transition manufacturing from 1 central US site to 3 regional manufacturing sites. Developed processes to support product development in the US and prototyping and manufacturing in 3 regions.

Houston, Texas, US

San Diego, California, US

Executive Mba, Building Innovative Leaders Certificate

M.B.A., International Managment

Leip, Leadership, Entrepreneurship, Innovation And Accumulation Of Power

B.S.E., Industrial And Operations Engineering