Drives the evolution of the Success Programs Manager (SPM) role to align with the overall Customer Experience vision and strategy. Collaborate with stakeholders to gather insights and improve tools and processes. Lead strategic projects, manage the global role playbook, execute coverage plans, and ensure role readiness. Provide performance insights and recommendations, partner with Regional Leaders to address key issues, and communicate best practices to the field.• Led strategic initiatives within the Scale Engine to evolve the role and integrate acquisition CSM role best practices when applicable.• Partnered with Regional Customer Success Leaders to optimize and implement an effective Scale Route to Market strategy ensuring optimal customer coverage by Success Programs Manager roles.• Facilitated cross-functional forums with internal and external stakeholders to drive alignment and create continuous feedback loops for enhancing processes, adoption collateral, and operational tools.• Led the redesign of the Success Programs Manager role playbook and developed enablement programs, ensuring consistency and scalability across all regions.• Delivered actionable insights on Success Programs Manager readiness and performance, identifying improvement opportunities in tools and processes, and collaborating with the Scale Engine to drive key changes with Customer Success Leaders.• Collaborated with Communities & Enablement teams to ensure timely delivery of relevant topics, processes, and best practices to the field, with cohesive and consistent messaging.

Spearheaded strategic sales initiatives, driving substantial business growth. Managed large-scale, complex projects by developing comprehensive timelines and plans, and presenting detailed proposals to executive stakeholders. Led cross-functional teams, ensuring seamless collaboration and execution. Oversaw projects from inception to completion, maintaining strict adherence to budget constraints, margin targets, and delivery schedules. Successfully led teams to deliver multiple, concurrent projects across diverse business domains.• Led new product introduction initiatives for Sales Teams, ensuring seamless adoption and understanding of key product features to drive sales growth.• Developed and executed comprehensive sales enablement strategies for new programs, optimizing training, resources, and support to accelerate time-to-market and boost sales performance.• Coordinated cross-functional enablement efforts, aligning timing and resources across multiple teams and roles to ensure consistent and effective knowledge transfer.• Analyzed and assessed the impact of Customer Success definitions on Sales Account Teams, providing insights that informed team strategies and improved customer relationship management.

Drove the implementation and integration of operational processes that transformed and scaled the team. Managed the organizations operational cadence. Managed regular communications to ensure transparency across the organization. Collaborated to exchange information, decisions and conduct interlock sessions to ensure dependencies and overlaps were understood and addressed.• Managed internal ISO 9001 audit preparation resulting in no findings and one best practice recommendation.• Drove the development and implementation of team service offering catalog including operational metrics.• Collaborated on and drove elements of a framework to improve organizational performance and shift the team to operating as a high performing organization.• Developed two-part training video to highlight the role and value of business architecture.• Collaborated on the transition of the Architecture Community communication and collaboration platform.

Drove the creation and maintenance of Business Capabilities associated with New Business Models. Partnered with Business Architecture Practice on core elements of business capabilities. Managed regular communications to ensure transparency across the organization. Mentored Six Sigma Green Belt candidates• Partnered with the operational service owners to develop 60 business capabilities aligned to Architectural Experience Lifecycles• Developed governance model for the maintenance of the business capabilities including roles, responsibilities and associated policies for decision making process. • Partnered with the business architecture team to align and include the business capabilities with the reference architecture.• Drove the impact analysis on business capabilities associated with Operational Assessments for new business opportunities.

Utilize Six Sigma methodologies to increase business flexibility by reducing operational time and cost. Perform process health analytics by examining current process state, key performance metrics, industry best practices, and benchmarking. Accelerate business simplification and develop of single source of truth (SSOT) for processes to reduce subject matter expert effort. Link processes to business architecture utilizing the BOST framework. Mentor Six Sigma Green Belt candidates.• Drove the development of process SSOT for procure-to-pay functional areas within Finance.• Performed process assessments within Finance to identify opportunities for process simplification to improve efficiency and effectiveness resulting in reduced costs.• Partnered with global cross-functional business partners and business architecture teams to share the use of Six Sigma methodologies delivering high quality customer experience.• Facilitated Kaizen Events with cross-functional business teams to assess business issues, identify root causes, and prioritize optimization opportunities that delivered value back to the business.

Managed initiative to increase attach rate of services and differentiate offers from competitors in the commercial market segment through targeted promotion offers, incentives and collateral to partners ordering through the distribution channel.• Worked cross-functionally to gain concurrence on approach and approval from Portfolio Management Office and Boards on schedule, project costs and resource management.• Planned and implemented risk, communication and stakeholder management; and drove issues to timely resolution.• Managed cross-functional global teams to drive implementation of sales promotions, incentives, and collateral while maintaining budget within 5% of target.• Operated cross-functionally to organize and prioritize tasks in a dynamic environment.

Analyzed business architecture and documented current Supply Chain Finance capabilities across value chains for integration of future system enhancements as well as merger and acquisitions.• Applied a structured business architecture approach and methodology for capturing workflow of multiple organizations within Supply Chain Finance.• Led gap analysis review between current and target business capabilities to integrate new business models into existing supply chain framework for alignment with business goals.• Identified and co-authored business requirements for an automation and organizational process improvement request tracking system.

Led the America's Change Management and Project Management Offices, overseeing systems application development initiatives to ensure effective system integration. Reviewed and prioritized global change requests to ensure integration with regional requirements. • Managed 20 member cross-functional core team and 80 member project team in regional implementation of integrated single global instance of Oracle 11i (11.5.10) EBS consisting of Core Financials, iExpense, iProcurement, Purchasing, Order Management, Inventory WIP, and BOM modules. Implementation reduced book-to-bill cycle time by 20%.• Negotiated with business unit management team to transition business unit from MS Access system to Oracle 11i (11.5.10) EBS resulting in standardization of Order to Delivery, Financial Systems & Human Resource processes with combined benefit of $500,000. • Collaborated with sister companies worldwide to drive over 200 Oracle 11i (11.5.10) E-Business Suite (EBS) enhancements with a combined benefit of $5.5 million.• Managed development and implementation of Oracle Self-service Requisition application that led to a combined benefit of $750,000. • Developed, streamlined, and re-engineered business processes utilizing Six Sigma Methodologies (DMAIC and DFSS) to maintain business continuity.• Developed and interpreted both business and functional requirement definition documents for business users, technical developers, and quality assurance testers throughout the SDLC to ensure enhancements met business requirements, were efficient and cost effective.• Co-developed Global Change Management Office processes and procedures across three worldwide regions ensuring efficient and prompt handling of regional changes to minimize potential impact upon service to the other regions.• Documented Entity, Process, and IT General Controls for Japan Sarbens-Oxly (JSOX) audits.

Led the Supply Chain Management team with 12 specialists for the System LSI Department with responsibility for procurement of goods and services from domestic and international vendors based on channel partner demand. Liaison with MIS Department on ERP, BI and Forecast system requirements.• Evaluated business cycles and software system configurations for compatibility with customer requirements and cross-functional interdependencies.• Optimized supply chain workflows that improved inventory turn over by 40%.• Reduced dead stock levels by 30% by promoting awareness in build-to-forecast product management.

Oversaw global implementation of Oracle Applications to promote effective integration and support of business processes for the North American Business Operations. Analyzed divisional business processes to ensure processes and supporting functions were efficient, cost effective, and appropriate. • Reviewed design, performed functionality review, tested processes, and finalized business design for final sign off.• Negotiated project staffing requirements with functional managers. • Identified solutions and interim work-around processes for system deficiencies to reduce business impact. • Awarded the Corporate Core Value award for successful implementation of the Global One Oracle Project.

Communications Instructor