Senior Manager Global Customer Care resume example

• Accelerate large strategic initiatives for the Equinix Customer Care and Experience organization through problem identification, and solution leadership of strategic initiatives through collaboration across multiple organizations, ensuring cross-functional success.
• Drive business development of dashboards, strategic initiatives, and new revenue-generating work streams impacting headcount savings, risk mitigation, and customer loyalty.
• Consultant to senior executive stakeholders, drawing on extensive knowledge of internal and external systems and processes to influence sales and CX business strategy and direction.
• Lead a matrixed team of regional program managers ensuring continuity and global alignment.
• Drive global organizational scalability and efficiency through project planning and prioritization to improve processes, systems, and data.

• Managed all aspects of Customer Success Management transformation. Reimagined role resulting in acceleration of go-to-market readiness in four foundational areas focused on driving value with customers.
• Launched an offshore team that absorbed eleven core responsibilities resulting in savings of 800 hours within three months.
• Implemented a change management plan resulting in Purchase Order requirement adherence for customers in the Americas and Asia Pacific regions.
• Created a business plan to support the integration of channel accounts into the existing customer support framework.
• Uncovered new areas within the business that unlocked performance improvements resulting in untapped efficiencies.

• Led and inspired a team of Global Support Account Managers overseeing accounts from grassroots to top global enterprise footprints with an annual run rate of over $100 million in bookings.
• Strategic management of escalations within major accounts.
• Managed and mitigated risk and through cross-functional relationships and a customer-centric view.
• Developed and launched a new function: hired 75 people and demonstrated a 9% increase in utilization globally; achieved cost savings; on target to overachieve a global bookings goal of $50M.
• Business development specialist with proven results: FY17 AMER growth rate of 8.7% with bookings of $21 million in sales reaching goal.

• Established strong relationships with NetApp’s partners and Global Service Account Managers across the globe to educate and communicate the value of the Proactive Product Registration program.
• Innovated and executed new programs designed to gather critical data resulting in positive and seamless customer service delivery experience.
• Increased the response rates to an outreach program for newly acquired customers from 40% to 67% through a specialized outbound calling program.

NetApp’s

• Developed and launched a non-profit organization called SisterAid to manufacture and deliver pajamas to pediatric hospital patients.
• Oversaw all aspects of business development, community relations and marketing strategy.
• Leveraged available monies for optimal use.

• Pioneered Cisco’s Reverse Logistics organization into a profit-driven enterprise through the implementation of product reuse.
• Exceeded goal of $30M in revenue from redistributing products to various internal organizations.
• Increased team productivity of Global Product Services by consistently removing barriers and implementing new processes. Increased team productivity by 28%.

• Managed a team that drove automation of Sales Tools resulting in increased field sales productivity. Required close coordination with other project teams to avoid duplication of efforts and assurance of tool linkages.
• Oversaw the Business Intelligence strategy for the Service Business Operations Organization. Strategy involves the automation of reporting to a variety of Customer Advocacy funded projects.
• Monitored existing Sales Tool satisfaction and constantly drove improvements through bug analysis and resulting enhancements.