Service, Sales, product marketing, product and program manager

Cliff Snider

ac2ty1@r.postjobfree.com 416-***-**** www.linkedin.com/in/cliffsnider

EFFECTIVE PROJECT AND PEOPLE LEADER

• 15+ years of experience in service program management, product management and project management.

• Delivers profitability and customer service excellence with integrity, leadership and the drive to succeed.

• A strong relationship builder with customers, internal / external partners and senior managers.

• Effective negotiator focused on delivering results.

• Project managed global, internal and external stakeholders to reach consensus and deliver best practices company-wide.

Success achieved by:

• Developing strong cross functional relationships with all stakeholders at all management levels by building trust and loyalty.

• Motivating and driving teams to complete quality implementations at a high level within tight timelines.

• Fostering independent decision making to resolve issues in the most efficient manner and ensure customer satisfaction. Collaborate with team to find the right solution, promoting success of individuals.

• Project Management skills - product launch, customer implementation or customer service escalation to improve processes and best practices with logic and attention to detail.

• Strategic thinker - developing and delivering the best programs and solutions. PROFESSIONAL EXPERIENCE

XEROX CANADA LTD.

Began career at Xerox in the field supporting customers in Toronto as a Service Technician servicing various equipment and addressing customer requirements. Transitioned to a Senior Analyst position supporting pre-sales initiatives and solution implementations. This lead to opportunities of national roles in Product Marketing and Service programs.

Senior Service Program Manager 2008 – 2017

Reported to National Manager Service Program; managed National Technical Support Group with a mandate for second level service escalation support and technicians in the field Result driven senior manager accountable for strategy, program development and the P&L

• Developed and implemented service strategies throughout the product life-cycle from launch through to end of life. Worked with a global team; responsible for Canada; aligned to corporate process

• Conducted product profitability analysis, identified opportunities and took actions to maximize product reliability and profitability across the product portfolio. Improved post sale profitability of non- profitable/poor performing products, for example, high production product to positive 35% profitability from negative 12.5%.

• Led the development of service programs to improve product performance, reduce costs and increase customer satisfaction. Conducted daily conference calls with service technicians to gather and share field information to obtain a “field perspective”. Drew attention which upgraded importance; communicated information from engineering to field.

• Collaborated with Marketing, Administration, Finance, Line of Business / Engineering as a core member of product launch teams. Delivered successful product service launch through the development of the service and training strategy including service costs to achieve a post sales revenue of ($80MM)

• Analytical and quantitative skills -Analysis of product performance against established service level KPIs at monthly upper management reviews; top 5 worst performing products and 25 worst performing customer installations. Worked collaboratively with service managers across the country to strategize on performance improvement plans.

Cliff Snider Page2

Implementation Project Manager 2000 - 2017

• Developed and executed ‘order to revenue recognition’ project management plans, partnering with sales, service and analyst teams, and US logistics team to ensure the seamless and smooth enablement of time sensitive and complex projects. Built a template of processes and toll gates owned by each stakeholder in order to track progress, meet milestones and customer expectations. Recognized as an advocate for the customer and company.

• Strong people skills - Negotiated acquisition of sale order equipment working with US Logistics and Supply Chain that achieved project goals. Significantly reduced excess inventory exposure aligned to world-wide corporate targets. Achieved mandate through resourceful strategies.

• Developed strong relationships built on trust with international cross functional teams, customers and OEM 3rd party partners. Facilitated weekly project management reviews with sales associates, logistics, service organisation and solution consultants to manage up to 14 large national implementations occurring simultaneously.

• Strategic thinker – Provided creativity and forethought in solving complex project management issues in logistics, operations and customer environment. For example, incomplete equipment was shipped from France; utilized strong internal and external business relationships and negotiation skills to move the project forward and stay on target.

Product Manager 2000 - 2007

• Developed product strategies from concept to end of life through cross-functional and multi-national teams enabling products for the Canadian marketplace to achieve sales targets.

• Built, managed and maintained processes to enable launch and sustainment of new products by working globally for a smooth and successful product launch (finance, logistics, service, analysts, marketing, training, 3rd party vendors, parts support)

• Presentation and communication skills - technical subject matter expert, provided technical sales and marketing support to in field, cross functional teams achieved through weekly meetings and individual sales calls with analysts, marketing.

• Increased product awareness and drove net new sales by providing support which resulted in often over achieving sales targets (for example, 150% over plan) Other Roles

Xerox Canada Limited – Central Region: Senior Analyst, Digital colour systems; Senior Service Technician. Kathrina Lingerie Clothing Manufacturer – Inside Sales Executive Bell Mobility – Retail sales

EDUCATION

Business and Marketing Diploma, Seneca College

PROFESSIONAL DEVELOPMENT

CompTIA Canadian IT biz community

Lean Six Sigma yellow belt

Crucial Conversations

Situational Leadership

Effective Presentations

Driving Results

Drive Coaching

Electrical and Software troubleshooting

Multiple award winner of both national and regional awards for excellent performance VOLUNTEER/COMMUNITY ACTIVITIES

Eighteen years experience coaching hockey ages 6 to 19. INTERESTS

Golf, hockey, drummer in an active band, computer technician, home maintenance and repairs

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