Romina Waisbein

Senior Director of Operations, Saas Service Offer Management

Blue Yonder · Coral Springs, Florida

Present

I was sought out by a previous manager to join Blue Yonder and lead operations through the development of a SaaS service offer management function where I was charged with defining, operationalizing, launching, and measuring SaaS transformation initiatives. I am currently steering the design and implementation of a SaaS services transformation strategy that encompasses customer success plans and add-on subscription services to bolster customer value realization, align customer expectations to entitlements, advance support services monetization, and spur gains across SaaS ARR. My achievements inside Blue Yonder include the following: ➢ Carved pathways to halt $18M losses due to overservicing clients by evolving customer support offerings through strategic customer success plans that detailed a blend of support and services at distinctive pricing levels to maximize customer outcomes and achieve offering simplification and standardization. ➢ Designed and deployed SaaS services transformat…

Director, Services Operations

Anthology Inc (Previously CAMPUS MANAGEMENT CORP.) · Boca Raton, FL

I was recruited into the company while it was Campus Management. I served as director of process improvement before being tapped to take on professional services operations. With the merger of 3 companies and formation of Anthology, I was trusted by the COO to lead and build the newly created services operations function and team. I currently serve as the head of the services operations function. I grew this function from ground zero. I lead a talented team providing operational support to the 4 services lines of business. I am driving an environment of data-driven decision-making, operational excellence, and continuous improvement to exceed customer satisfaction goals and move the needle across targeted metrics. My achievements inside Anthology include: ➢ Founded services operations function and team including all processes, procedures, and workflows supporting 4 lines of business and 550+ people. ➢ Established a standard, consistent operating cadence and master calendar to ensure ali…

Sr. Manager, Global Launch Management & Enablement, Product Marketing

Epicor Software · Coral Springs, FL

Inside Epicor, I advanced rapidly from field readiness manager, to global launch manager, and to senior manager of global launch management and enablement. Over my short tenure with Epicor, I established myself as a value-added leader, influential asset, and trusted enterprise resource. I led the design and implementation of an end-to-end go-to-market and launch planning framework for elevated consistency, standardization, and launch success. Managing a team of 5 I oversaw market readiness, global product launch, and enablement strategies and programs. Furthermore, I partnered cross-functionally to strategically support sales force needs, promote product rollouts, and garner overall revenue growth. I defined and deployed processes where none existed before while also cultivating synergies between departments to ensure we are all working toward a common goal. With a global scope, I perfected my ability to work across cultures and functions while continually positioning myself as a trust…

Sr. Global Readiness Project Manager, Client Services

Campus Management Corp · Boca Raton, FL

Inside Campus Management, I was tasked with uncovering readiness needs, defining the desired readiness strategy, and deploying readiness activities across the global enterprise. This encompassed managing large-scale projects and programs, leading teams of in-house SMEs and third-party contractors, and continually evaluating programs for continued improvement. With a firm eye for process improvement opportunities, I was instrumental in the development of the first standardized, company-wide GTM processes and templates. This was key in improving collaboration between product development, product management, and client services. Additional impacts from my time with Campus Management include: ➢ Spearheaded transition of Client Services organization from a product-centric to a customer-centric support model – achieved new best customer satisfaction score (97%) after pilot launch. ➢ Championed hosting organization achievement of ISO 20000 certification – defined and implemented ITSM processe…

Sr. Manager, Worldwide Field Readiness

Citrix Systems · Fort Lauderdale, FL

I entered Citrix after it acquired Innovex Group as a lead program manager for worldwide alliance and developer programs. From there, I advanced to manager of North America field readiness and then to senior manager of worldwide field readiness to drive the complete scope of global field readiness. Leading cross-functionally, I coordinated efforts across product marketing, product management, and worldwide sales and services organizations to ensure and boost preparedness of the sales, channel, sales engineering, and tech support teams for overall goal attainment. As senior manager, I drove elevated readiness and sales preparedness across 16+ products worldwide which encompassed XenApp, XenDesktop, XenServer, NetScaler, NetScale, AppFirewall, NetScaler Gateway, and GoToMeeting. The core of my impacts spanned shortening time to market, cementing product positioning, and propelling strong revenue results. Over my tenure with Citrix I: ➢ Drove full-scale deployment of the 1st GEO field-rea…