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0-5 years of experience
Director of Professional Services for North America – Recruited by a senior vice president based on industry reputation as builder and leader of professional service organizations. Support a client base that includes the Cleveland Clinic Foundation, Brookings Institute, U.S. Navy, and City of Seattle.
- Manage 24 team members across Education, Service Management Consulting, and Endpoint Management Consulting. Direct configuration and implementation of software that supports thousands of customers, allowing them to more efficiently manage their service desk operations.
- Customized Statements of Work (SOWs) to address the needs of specific types of projects sold. Improved the consistency and accuracy of each SOW while reducing the average time to create and deliver it from 1 hour to about 15 minutes.
- Increased Q4 2016 revenue by 10% through implementing new professional services reports that provided key metrics and clearly defined billable and non-billable customer-service activities. Drove process changes and continuous improvement that increased total revenue 16% per employee.
- Partnered with Sales, Sales Engineering, Development, Support, and Product Management to define and develop the Center of Excellence (CoE) program. CoE decreased the cost of sales to new customers, reduced time needed to implement commonly requested features, and improved supportability.
- Defined a new method of implementing an out-of-the-box service management solution that will reduce initial implementation time from 152 hours per customer to 40. Allows customers to utilize the system sooner and move forward with future configurations.
0-5 years of experience
- Directed a global team of 130 Consultants, Project Managers and operational resources, Technical Writers, to ensure customer success on all delivery projects.
- Grew services business from $1 million to $53 million within 5 years.
- Streamlined the management reporting structure for minimum span of control and improved visibility managing customer projects and assigned territories.
- Worked with Sales and Operations Teams to develop and implement services bundles for easier sell through on large services transactions, in order to ensure high customer satisfaction results.
- Created and implemented a Certified Professional Services Partner Program with ongoing “care and feeding programs” to ensure high skilled services delivery from our partners on Palo Alto products.
- Implemented global services processes and methodology to ensure consistent project delivery, change control, reporting, feature requests, and high customer satisfaction scores.
- Created and implemented a 6-week Training Bootcamp for all our services and partner Sub-Contract Engineers.
6-10 years of experience
Software firm serving the media industry with integrated solutions for cloud based systems. Director of staff performing implementations for Print and Digital systems. Manage Project Managers. Responsible for P&L for group and customer interaction at executive levels to ensure satisfaction with services provided. Lead role in AWS SAAS engagement for company.
- Member of executive team that was integral in merging of three companies into a single business after acquisition by Vista Equity Partners. Member of team to create standards and procedures for business operation using Salesforce, OpenAir and JIRA
- Worked with Professional Services team to create a Best Practice process which reduced time to implement systems and created a consistent process making it more supportable by the company.
- Liaison to Development and Sales for Product direction, QA and Product Release.
- Create SOWs, RFI’s and forecast cost for projects.
- Created documents and processes to expedite quotes and make it more explanatory to sales staff as to what was included in quote for products and services.
- Established quarterly team meetings to review process and procedures to ensure team was trained in emerging technologies. Fostered team building
- Project Manager for multiple implementations of software delivery and internal projects.
- Worked directly with clients to implement technology to increase efficiency and streamline work to increase productivity. Guide customer thru change management,
- Organizer and lead presenter at multiple conferences for company on subject matter and industry trends
0-5 years of experience
- Managed a book of business that focused on strategic clients including Oracle and Microsoft.
- Expanded the services provided to the strategic clients including cross-selling services within the business groups.
- Directly managed a director and 5 direct reports.
- Responsible for leading a number of engagements in the payment card industry (PCI) and healthcare spaces.
- Provided guidance and training to the director and seniors on the team in the Delivery and Sales of services.
0-5 years of experience
- Managed day to day activities for Professional Services and Technical Account Management.
- Restructured PS and TAM team by introducing new processes, tools and functions in enhancing service delivery and customer success.
- Developed P&L report and aligned KPIs with Acronis business goals.
- Eliminated all customer and partner escalations through identifications of bottlenecks and introduction of best practices in handling customers’ issues.
- Worked closely with Sales in scoping services/projects, development of SKUs for POs and creation of SOWs.
- Ensured successful delivery of all Disaster Recovery and Cloud implementation projects.
- Oversee all TAM related activities for Acronis Backup Cloud customers.
- Assisted Partners in sales by defining service offerings and capabilities.
- Worked with other internal senior management in enhancement of service delivery lifecycle and customer satisfactions.
0-5 years of experience
Collaborating with a small team of founders to establish a Web Application Security consultancy, defining and implementing infrastructure & operational procedure. Productizing services to produce innovative solutions to client problems.
- Defined client reporting structure & procedures
- Established consulting practice
- Lead client engagements
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Director Of Professional Services
Last edited by: Gabriela Barcenas, CONTENT STRATEGIST -
Gabriela Barcenas
CONTENT STRATEGISTGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
