Scrum Master Program Manager

MELISSA SCHLETER

408-***-**** ***************@*****.***

Certifications

PMP, PMI October 2021

Certified Scrum Master (CSM), Scrum Alliance Nov 2020

Certified Agile Leadership (CAL), Scrum Alliance Nov 2020

Experience

ServiceNow, Partner Programs Manager Jan 2022 – Mar 2023

Manage 30+ new product introductions, including project deliverables in accordance with approved schedules

Implement and govern partner program instance management benefit

Ensure quality of formal test plans for technology solutions based on business requirements

Support team level goal and priority management, ensuring translation of organizational goals into individual action plans and pressing for on-time achievement

Develop and implement strategic plans for assigned GTM programs, focusing on addressing specific GTM challenges and seizing market opportunities.

Cross-Functional Collaboration: Work closely with Partner Sales, Marketing, Product, and Reseller teams to align on goals, priorities, and execution plans. Foster a collaborative environment to achieve shared objectives.

Oversee user-acceptance testing (UAT) and collaborate with enablement colleagues on change management and rollout of systems changes

Enhance efficiency and effectiveness by finding ways to improve processes

Work hand-in-hand with development team(s) to manage project milestones and critical dates to identify potential risks and impacts that could jeopardize project schedule

Identify ways to resolve schedule issues. Keeps management aware of the situation

ServiceNow, Partner Content Readiness and Assets Program Manager Aug 2018 – Jan 2022

Launch the Early Adopter Pilot Program

Owner of the content governance workstream

Drive the Partner Testing Program

Communicate needs, timelines, and feedback between stakeholders to drive action. Monitor projects plans, updates and statuses.

Facilitate, manage, schedule and conduct project kick-off meetings to scope requests and ideal outcomes; manage project check-in meetings to ensure deliverables are on track and roadblocks are removed

Identify and report back potential project roadblocks. Recommend alternatives to stakeholders.

Create individual PPM tasks with stakeholders needed to complete projects and manage internal resources for the execution of projects.

Manage multiple projects simultaneously in a fast-paced environment while delivering high-quality work on time

Contribute meaningfully to team meetings by bringing forth workflow issues and providing solution ideas.

Possess the ability to effectively utilize resources/tools to track project actions and owners

Ensure measures of success of a project or release are well documented and in place.

Drive post release reviews ensuring any lessons learned are built into future processes.

Content Curation and Development: Curate, design, and maintain a library of technical enablement content, including product documentation, demo scripts, technical deep-dives, and best practices guides. Ensure all materials are up-to-date and align with the latest product features and industry trends

Utilize agile principles within the program's context, driving continuous improvement in quality, process efficiency, and team performance.

ServiceNow, Product Marketing Programs Manager Oct 2017 – Aug 2018

Make Go/No/Go decisions for ServiceNow Store Releases

Manage and administer our PPM board and workflow. Set up and run our Agile/Scrum methodology.

Collaborate with PM teams and client leaders to manage review cycles, keep stakeholders informed, and continuously seek and consider opportunities to optimize project workflows

Lead project status meetings, provide progress updates, and facilitate collaboration and alignment between teams

Partner with the product owner and delivery team to understand priorities, groom the backlog, and set and deliver on sprint commitments

Partner with Technical PMs to manage cross-functional programs with co-dependencies

Provide regular updates and status reports to senior management and stakeholders, ensuring transparency and alignment on project progress and results

Identify opportunities and support program improvements

Manage cross-functional GTM activities for ServiceNow Store Releases

ServiceNow, Channel Marketing Manager Mar 2013 – Oct 2017

Lead for Product Launch for partners

Develop and complete the communication strategies for the partner news portal, email, and digital signage and roadmap, aligning with the internal communication goals and priorities.

Lead prioritization meetings with leadership, as well as weekly check-ins and planning meetings with all PLG cross functional team members.

Drive calendar and cadence for the partner portal and Eloqua, ensuring quality service and performance.

Own the development of personalized email newsletters

Lead the Structured Web platform implementation, including user access, content management, navigation, design, and analytics.

Reporting and Analysis: Provide regular reports on the performance of demand generation services. Use data to track progress, identify areas for improvement, and make informed decisions.

Manages the list segmentation process for email campaign deployment, including identifying standard list segments, establishing baseline counts for measuring growth, and monitoring real-time analytics

Implement demand generation integrated campaigns including drip emails, events, social media and content syndication

Track and analyze campaign performance, utilize data to optimize strategies and demonstrate the ROI of your efforts

Drive the implementation of Structured Web and assist with the implementation of the new Partner Portal and own testing

Own the partner newsletter

Develop, and execute a comprehensive partner enablement strategy including programs, live and on demand training sessions, and certifications to enhance partner knowledge and capabilities by segment.

Plan and execute partner-focused events, webinars, and other engagement activities to foster a strong and collaborative partner community.

Collaborate with cross-functional teams to develop and maintain a library of enablement materials, including product guides, sales playbooks, training videos, and other resources to support external partners.

Influence, from team members up to senior leaders as needed to drive positive impact, by developing insights, proactively identifying problems and presenting recommendations focused on establishing greater predictability, accelerating delivery while maintaining the highest levels of quality.

Measure and understand their impact, and relentlessly iterating to achieve greater/faster outcomes.

Team Lead for the high performing Global Sponsorship Program for the Knowledge User Conference including weekly pipeline calls to report out on status, developing the prospectus, implementing benefits, creating promotional kits, theater sessions, content reviews and leads, representation and local support

Global Partner Summit execution, speaker selection, content strategy and reviews, promos and onsite support

Creator of the Event Overview Handbook for the annual Knowledge User Conference including event dates and times, executive schedules, speaker schedules, rehearsals, and game plan

ServiceNow, Field Marketing Manager Mar 2012 – Mar 2013

Owner for the G2G3 Simulation, ITIL Workshop and Certification, App Dev Workshop and Seminar in-a-box

Work with marketing and sales leadership to plan, execute and track impactful quarterly, integrated marketing plans that meet and/or exceed pipeline and revenue targets

Build and execute mid- and lower-funnel regional marketing programs to accelerate leads and opportunities through the funnel, and generate pipeline and revenue in partnership with the regional sales organization

Partner closely with the Global Field Events team to build and execute our regional events strategy

Utilize systems and tools to forecast, measure, analyze and report on the impact of campaign and demand creation activities on sales pipeline, revenue and conversion against pipeline goals

Track spend against quarterly and annual regional budget allocation

Manage numerous projects simultaneously, in a dynamic environment

Manage vendor requisitions and purchase orders within our Procurement tool

Coordinate/manage swag ordering and inventory for multiple programs

Set the strategy and execution for customer hosted user group events

Created opportunities for upsell, cross sell and integrate them with the field strategies while providing local product expertise and content such as User Group events

Tradeshow and seminar strategy and execution

Awards and Acknowledgements

Partner Marketing Shark Award, ServiceNow, 2014

Eloqua Team Trainer, 2013

Cum Laude, Milpitas High School 2002

Volleyball Varsity Team Co-Captain, Saint John Paul II Academy, 2001

All Around Sports with Best Academics, Advent Lutheran, 1998

Salutatorian, Advent Lutheran, 1998

Education

Bachelor of Science, Business Administration, Marketing: 2008 San Jose State University

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