About
As a leader in Customer Success at SAP, I help my team of highly-skilled Customer Success Managers to continuously engage with our Sustainability customers, helping to drive their transformation and share SAP's Vision to Value Methodology, to lead them to positive business outcomes.
Experience
Global Head of Customer Success Management - Sap Sustainability
Present
The Head of CSM leads the Solution Customer Success Managers within SAP's Sustainability Growth Unit. This team proactively engages with customers to help them achieve lifetime business value and success through the use of business and solution expertise to accelerate value attainment and orchestrate critical activities that ensure delivery of measurable outcomes.
Vp, Enterprise Customer Success Partner - Utilities
SAP · Folsom, California, United States
Lead a team of Enterprise Customer Success Managers in the Utilities and Renewable Energy sector, driving revenue retention and managing all renewal KPI reporting for the Regulated Industries market unit, ensuring accuracy and linearity of monthly, quarterly and FY revenue forecast. Develop plans for team and individual growth, fostering cross-collaboration with License and Services Sales leadership to enhance customer experience. Work closely with Sales, Prof Services, Cloud Operations, Industry Advisory, Bus Dev, Enterprise and Bus Architect, Chief Customer Office, Line-of-Business, and many other teams to develop and execute on strategic Enterprise customer success plans. Cultivate and develop relationships within the customer C-suite to ensure customer and SAP KPIs are met and exceeded.
Rvp/Head of Customer Success - Americas, Hana Enterprise Cloud
SAP · Sacramento, California Area
In this role, I lead a team of Customer Success Partners (CSPs) CSP leaders in both North and Latin America, whom have the overall responsibility for the management of assigned Cloud customer accounts, including account management strategies as well as engagement and expansion plans to ensure profitable growth within these customers. The focus of this team is to maximize the value that customers and SAP realize through adoption and use of the Cloud solution and to ensure that the customers deploy and use of all of their entitled on-prem and subscription software. The CSP is the primary point of contact for the SAP customer and maintains customer satisfaction through issue mitigation and escalation management. The CSP is also responsible for retention of the revenue associated with customers within their portfolio, as well as the effective positioning of the specific Line of Business value proposition in order to leverage adoption of our solutions and services necessary to support the c…
Account Manager
One of twelve account managers responsible for maintaining the current revenue base in North America, and the first to be assigned responsibility for key/strategic accounts; with the primary functions of driving account planning and growth activities with of our most strategic MCS customers, helping to average $35M/year in renewal sales, while helping the field to close an additional $35.6M in upsells in 2015 thru 2018. Leverage prior experience as a Product Manager and Service Delivery Manager to understand the customer’s business and financial goals, allowing for tighter solution design and contracting processes. Seek out opportunities to expand our existing private cloud base, into the Public Cloud (IaaS/PaaS/SaaS) arena. Instrumental working on a number of key accounts, including MCS’ largest customer, taking the lead on closing a $12M/yr renewal in FY16 following very lengthy and high-profile negotiations, and subsequently growing the account to over $17.5M/yr within 9 months. I'v…
Global Product Manager
One of six global product managers responsible for the Oracle Advanced Customer Services product portfolio, worldwide. Design, develop and execute the strategy for portfolio of ACS services. Ensure that Oracle’s ACS offerings meet customers’ evolving needs by assessing the market, soliciting input from customers and leveraging Oracle’s intellectual property, to design compelling and innovative services. Oversee the regular release of new offerings to be sold and delivered by the ACS sales team. Managed assigned products available to NA and EMEA customers, targeting the S&P Global 100 companies, of which 94% used ACS products and services to achieve operational improvement, faster return on IT investment, and drive down risk, cost and complexity. Supported ACS sales reps and executives with pre-sales support, business case support, and contract negotiations for ACS products and services. Coordinated the selection, development and delivery of all customer presentations for ACS at Oracle’…
Sr. Manager, Global Customer Programs
One of two program managers overseeing the Corporate-level Executive Sponsorship Program for Corporate Marketing’s Global Customer Programs group. Worked with Public Sector and Commercial account teams to manage interactions between company C-level executives and Oracle executives, with the goal of fostering the customer relationship beyond the normal sales cycle. Only Oracle’s top 100 accounts were invited to participate in the program. Coordinated visits from Oracle executives and board of director members to key customers and special events, tracking all contacts, and ensuring any follow up action by account team or executive is completed. Evaluated and determined customer eligibility for participation in the ESP program, working with Sales, Account Management, Marketing and Finance to have all considerations fully vetted for decision-making process.
Principal Service Delivery Manager
Primary customer liaison to assigned account base from the On Demand business unit within Oracle, responsible for overseeing and coordination of services delivered under contract to customers within the On Demand service organization, including account management, service delivery and reactive/escalation management. Acts as the face of Oracle On Demand for all customer needs, including issues that arise under the scope of the contracted services and works with customers, technical and management personnel, as well as with providers of services within Oracle (such as Oracle Support) to facilitate issue resolution and high-quality service delivery. Interface with customer C-level and D-level executive management to build and maintain relationship with Oracle Corporation, including scheduled and unscheduled customer-site visits as well as Oracle-hosted events.
Integration Manager, Strategic Technologies
Identify and monitor the business needs of various affiliates, developing new business opportunities in alignment with strategic technology plans; with the goal of speeding viable new products and services to market. Oversee vendor management activities for various internal and third party vendors, for ancillary products and services such as prepaid and postpaid billing services, eCommerce and next-generation wireless data products. Drive business development in wireless telecommunications arena, including the selection of technologies and products to pilot/beta test; working with Finance to build revenue models; and negotiate terms for vendors. Research, test, and work with IT & Engineering staffs to implement wireless data solutions, including mobile email, web browsing, downloadable content, and multimedia messaging; as well as new mobile handsets. Represent Strategic Technologies on the corporate Product Development Group to define, prioritize and oversee all product development, m…
Head of Customer Care Operations
SureWest Communications · Roseville, CA
As just the sixth employee hired for this startup business, helped to launch a commercial wireless network in one year. I had responsibility for managing the day-to-day operations of SureWest Wireless’ customer operations, including the Outbound/Inbound Contact Center, as well as supporting Retail, Partner and Major Acct Sales; as well as Enterprise IT Systems Management, contributing to the generation of over $32 million in annual revenue. Increased monthly Averages Revenue per User (ARPU) by $6 per subscriber through repackaging of existing services, resulting in approx. $4 million additional annual revenue. Directed Telesales and Call Center management and frontline staffs, including sales quota achievement, hitting Key Performance Indicators, performance reviews, personal & professional development plans, recruitment & termination, and all other aspects of the Sales and Customer Service operations with a $10 million budget. Created and managed Inside Sales effort via inbound and ou…
Process Analyst, Nat'L Process & Technology
Member of National Customer Operations team, tasked with alignment of business processes and systems within six U.S. call centers. Managed current business practices and policies; documented and measured business and system improvements; governed business change. Defined, proposed and oversaw UAT testing for all billing, fraud and customer IS systems enhancements. Implemented QA and CTI tools into regional contact center.
Education
University of California, Davis
Marketing, PR
University of California, Davis
Political Science, Public Service
Find leads like Marc
Origami finds your ideal customers across 15+ data sources with a single prompt.
Try Origami Free