Trace L. Email & Phone Number

Program Management Office (PMO) - Partner consultant managing complex natural resource agreements including forestry products, minerals, mining operations and land acquisitions for conservation efforts.

San Jose, California, Us

Evaluate business opportunities to define and optimize the product portfolio through analysis and understanding of targeted markets, market trends, new technology, customer business issues and the competitive environment working closely with product development to create Services and Support products. Validation of early product definitions with customers and partners including analysis of market position to expand the portfolio of products and solution alternatives for Customer Success CS. Significant Work Deliverables:2020 End of Support Life (EOSL) Program Extension:As the COVID-19 pandemic gripped the globe with people being isolated and businesses shuttering, budgets tightened from the Fortune 500 down to SMBs with management looking for ways to save money and reduce spending quickly. NetApp's install-base is massive and legacy product end of support life (EOSL) meant that businesses would have to upgrade their products and attached services in order to continue being supported. Customers pushed back on mandatory product upgrades and end of support ultimatums. To address this challenge I assembled a cross-functional team to develop automated way for NetApp customers to extend EOSL dates - the return was over $80M additional revenues to the bottom line! This process was automated within NetApp systems with careful attention to the risk associated with extending support of legacy products and supply chain / logistics challenges that go along with field replacement units and spare parts not to mention third-party vendor products that also mandated EOSL.2021 CloudTAM Program: As a portfolio manager I identified a gap in NetApp's support service delivery capabilities with the hybrid cloud marketplace. I developed and delivered to the global marketplace Cloud Technical Account Manager Service offerings as part of the NetApp Hybrid Cloud initiatives as part of the Services Account Management Customer Success portfolio which included MS Azure, AWS, and GCP.

San Jose, Ca, Us

When I was called by a former colleague to join the Cisco team, the challenge was irresistible: Strengthen the profit and performance of a global support organization servicing a wide range of Cisco and third-party products. While nothing was “broken,” there were opportunities to shake up the status quo, and I was excited to dig in utilizing Voice of Customer and other change management methods.My approach has been consistent: Investigate … uncover root cause(s) … collaborate to develop the best solution … and put new processes in place while building support for change with all stakeholders.A few notable results:>> $28M profit improvement through constraints that managed value-selling;>> $10M new revenue through region-specific pricing strategies for the global enterprise;>> Improved tracking and reporting that lifted renewal rates well above the 80% industry standard.As of 2018, I’ve been involved with the Global Partner Office in Business Development for Cisco’s Partner Experience (PX) and PX Cloud initiatives around recurring revenue readiness, driving industry trends and helping to keep Cisco’s innovation edge.

San Jose, Ca, Us

• Created new strategy, launch, and lifecycle for Cisco wireless AP routers and switches, Independent Software Vendors (ISVs) and open-source SaaS / NaaS product services portfolio for enterprise, commercial, and telecommunication service providers.• Increased profits $28M over prior year, boosting margin 15 points in a single quarter, by creating automated SFDC discount restrictions that eradicated margin-erosion practices and streamlined deal pricing reviews and approvals.• Doubled ISV-contract renewal rates to 85% (above 80% industry average) through new reporting enabling Customer Success Sales to drive renewals of existing and new upsell opportunities of Cisco support offerings.• Captured $10M additional global revenue by replacing homogeneous offerings with regional pricing that aligned pricing with local cost of delivery in competitive market conditions including foreign exchange rates to prevent arbitrage.• Developed and launch Cisco’s first open-source SaaS offering positioning Cisco as a key player in open technologies and co-innovation within a new $500M portfolio opportunity including solution support services on ISV partner SaaS offers.

Palo Alto, Ca, Us

The key problem that brought me to VMware was severely affecting customer relations within the company’s Services program. My investigation, and collaboration with the data analytics team, revealed that a reporting system that tracked unused customer credits would provide a threefold benefit:>> Eliminate customer dissatisfaction from not fully using prepaid service credits;>> Create more regular opportunities for Sales to connect with customers;>> Prompt renewals.We quickly implemented a system that eradicated the problem by providing real-time reporting to Technical Account Managers.In addition, I worked to implement new KPIs for the Services organization and, for the first time, integrated multiple sources of business performance data into a single reporting function.

Exton, Pa, Us

At Ricoh, I was one of a handful of business process experts brought in to execute all the program elements of a global services organization—formerly a Ricoh/IBM joint venture into Oracle ERP.I was handed the “global contracting” work-stream and led my team in developing the requirements, designing the business processes, and launching a new, centralized system for executing agreements.Completing this initiative ahead of schedule, I was asked to jump in on other work-stream projects that had fallen behind schedule.

Palo Alto, Ca, Us

In my 10-year career with Sun—recruited from a consulting engagement with Arthur Andersen—I was promoted 4 times to take on increasingly complex business challenges:>> Finance Manager, Cloud Computing Services—Services Program Management (2009–2010)>> Senior Manager, Worldwide Marketing Operations—Services Program Management (2006–2009)>> Senior Manager, Services Product Marketing Operations—Services Program Management (2003–2006)>> Program Manager, Services Global Strategy & Business Development (2001–2003)>> Product Manager, Worldwide Enterprise Services (1999–2001)While with Sun, I earned my Black Belt certification and applied Six Sigma principles to investigate, develop solutions, lead implementation teams, and achieve measurable results within multibillion-dollar service programs that affected the global enterprise.Performance highlights include:>> Automating the invoicing system for Cloud Computing, saving $1.5M per year>> Simplifying parts management, reducing number of parts 10X and time-to-market 9X.>> Delivering $50M in profit gains through 3 mission-critical DMAIC projects.>> Expanding service offerings to third-party equipment for a 20% revenue gain. >> Reducing pricing process cycle time by 50%.

Sr. Manager, Business Consulting, Revenue Performance ManagementExperienced Consultant, Activity-based Management Practitioner At Arthur Andersen, I had the opportunity to develop revenue-optimization and performance-management solutions for client companies in diverse industries all around the world.