Contact

650-***-**** (Mobile)

adgnb0@r.postjobfree.com

www.linkedin.com/in/monica-

mallick-87677b (LinkedIn)

Top Skills

Product Management

Cross-functional Team Leadership

Strategy

Publications

Presented Customer Success

Strategies at Acesse Las Vegas

company conference in Nov 2014

at Caesars Palace in front of 1800

multi lingual audience with real time

translation in 5 languages

Monica Mallick

Vice President Global Customer and Partner Success at Skedulo San Francisco Bay Area

Summary

A results-oriented and innovative executive with 20+ years of broad-based experience in Strategy, Global business Operations, product and program management, delivery, end to end customer experience, Customer Success, solution design, Vendor management. Successful track record in change-intensive environments, leveraging strategic problem-solving and partnership- building skills to drive sustainable improvements and critical transformations. Exceptional communication skills and strong ability to conceptualize and execute initiatives requiring effective decision making, program management, collaboration and implementation of integrated solutions. Proven Business acumen to prioritize initiatives based on company strategy, return on investment and effort required. Skilled to manage large budget with successful track record to consistently beating the allocated budgets while meeting organizational needs. Extensive knowledge of technology and industry including SaaS, Consumer Internet, Collaboration, CRM, Mobile,VOIP, Advertising, multi level marketing. Experienced in Oracle enterprise applications, Oracle database/ tools, Salesforce.com, InContact, Get Satisfaction, Google search, Coveo, NoHold, Omniture, MS Office, Documentum, Adobe CQ, Medallia, Market first, Google Analytics, Unbabel, Inbenta, Idiomatic Experience

Skedulo

Vice President Global Customer and Partner Success August 2019 - Present

San Francisco

Running Customer Success, Partner Success, Technical Support and customer enablement Globally for high growth SaaS startup with teams in the US, Australia, EMEA.

Responsible for end to end post-sales customer journey including onboarding, Training, Support, Customer Communications, Account Management, Page 1 of 8

Renewals, upsells, Customer Advocacy, cross-sell, customer events and community.

Working with Sales, Marketing, Product, Engineering, Finance, Business operations to drive customer outcomes and retention. Managing customers in various industries and ARRs from $20,000 to $1.5M Udemy

Vice President, Global Customer Support and Operations October 2018 - August 2019 (11 months)

San Francisco, California

Global responsibilities include

- Customer Service

- Technical support

- Course Quality

- Instructor Verification

- Policy and Fraud

with 120+ people team located globally including two call centers in Honduras and Vietnam.

Defined Mission, Vision, Strategy, and Roadmap to rebuild and optimize global operations leveraging ticket deflection and automation solutions. Reduced the cost of international support using technology solutions. Revamped budgeting process and Vendor Operations to align with seasonal business spikes. Created Executive and operational metrics and goals to build a foundation for sustenance and growth doing analysis of data and trends. Restructured and defined roles and responsibilities of team members and vendors. Defined initiatives to enforce Policies and reduce Fraud.

Udemy is a Global Learning Marketplace serving B2C and B2B Learners. Birst

Senior Director, Global Technical Support and Customer Success October 2017 - October 2018 (1 year 1 month)

San Francisco, California

(Acquired by Infor)

Global Responsibilities Include

- Technical Support Delivery in San Francisco, Australia, United Kingdom and India.

- Technical Support Operations including Tools, Processes, Analytics, Projects, Training and Quality

- Customer Success Management for Professional Product Line Page 2 of 8

- Partner with Sales for New Deals, Upsells and Renewals

- Partner with Customer Relations for Collections, Cancellations and Refunds

- Partner with Professional Services for Implementations and Go Live CSAT >90%

First Response SLO >99%

Retention >90%

Ongoing backlog <= One Week incoming Volume

Streamlined end to end process for Product and Operations Issues for closed loop customer experience

Integrated Global Support organization with Infor as overall lead from Birst Led Transition of Incident management system from Salesforce to Infor Support Portal

Streamlined Global round the clock coverage model with Lob sided staffing leveraging shifts and robust processes

Built MBOs and goals for team in each Geo

Created executive and operational metrics for running global business Ongoing top issues management with engineering to prioritize fixes and patches for maximum customer impact

Successfully handle difficult high profile customers with complex technical issues turning them into happy customers contributing to renewals and retention

Participate in EBR in all Geo regions

Built end to end process for customer success management of Pro customers Strong relationships with engineering, Operations, Customer Success, Professional services and sales as well as with customers regarded as subject matter expert and well respected support and customer success leader Vindicia

Senior Director, Global Services and Operations

April 2016 - October 2017 (1 year 7 months)

Redwood Shores, CA

(Acquired by Amdocs)

Responsible for Global Post Sales Customer Services and Operations including

-Customer Onboarding

-Product Implementation

-Customer Training

-Post deployment services through Technical Support and Customer Success Managers

-Professional Services

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-presales engagement with sales for services sales and statement of work

-running PMO office and operations

Acesse Corporation

Senior Director, Global Customer Success and Support June 2014 - May 2016 (2 years)

Redwood shores, Ca

As part of Executive leadership team, led the post sales organization including Customer success and Global Customer Services reporting to the CEO supporting 6 products in 5 languages and 500K global customers in two locations CA, MN. Functions managed include customer services, technical services. Billing operations (Refunds, Redemption, payouts), Ad Operations and Customer webinars.

Defined the Mission, Vision, Strategy and Roadmap for the Organization to build infrastructure and lay foundation for building world-class support organization. Created job descriptions and hired resources to build team from scratch for Operations, Customer Support, Technical Support, Systems, Training, Quality, customer success and Processes. Rolled out 20+ projects a quarter to build organization in 10 months. Built fully functional technical support center in CA with native Mandarin speaking bilingual support engineers extending hours of support coverage with two in house locations. Created proposal from multiple vendors for outsourcing Tier1 support for 24x7 coverage.

Rolled out Tiered support with end to end process playbook for all support processes.

Infrastructure Projects include New CRM system rollout within three months after due diligence of multiple providers and vendors, Phone IVR system with recordings in 5 languages and CRM integration for member level and skills based routing. CSAT Survey and Voice of customer program, Member support portal, Knowledge base in 5 languages, New Hire Training with Mentoring and coaching, quality form and process, Performance scorecards and process for ongoing improvement for all functions. Built Customer success program to proactively identify and retain at risk customers. Progressive tenure with Promotion within Six months. RingCentral

Director, Customers Care Strategy and Global Operations February 2013 - July 2014 (1 year 6 months)

San Mateo

(IPO exit during tenure)

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Overall management of Global Support Operations and budget. Created scalable support business infrastructure and programs to enhance customer experience, drive efficiency and reduce support costs for 550 people team for all post sales functions including onboarding, implementation, customer service, billing, technical support, customer success including upsells and retention in collaboration with sales. Collaborated cross-functionally to make product and customer self service improvements, reduce support volume, enable capacity planning and integration of acquisitions/new products. Led Global Support Portal (self service), Knowledge, Call Center, agent desktop, Quality, business excellence and Training Programs. Launched new premium support offering and new failover call center. Led several initiatives to increase tool/program adoption and reap ROI. Rolled out new self-service portal used by 300K users. Led portal adoption initiatives to increase to 15% within 6 months. Rolled out Account Health score card to reduce churn and increase upsell. TSIA/Best Practices Liaison. delivered customer onboarding guide and many key initiatives as Customer Loyalty council member to increase NPS. NPI process improvements for Support early feedback and readiness. Launched revised support community. Launched customer feedback survey on support portal to improve customer experience. Built global resource estimating model and put processes to manage overall budget. Launched new support site in UK. Led Knowledge base search and process improvements to improve adoption

Cisco

8 years 1 month

Webex Online Business Owner

November 2010 - February 2013 (2 years 4 months)

Santa Clara, CA

Led the team for Online and Marketing business solutions, strategy and architecture for end to end SaaS platform management including webex.com, Buy Online, MyAccounts, Free trial Applications and XaaS Billing platform. As customer experience owner led various customer self service improvements. Enabled tracking capabilities across all websites to track customer behavior. Defined architecture for global website to be translatable across globally. Defined the strategy for SMB segment compared to enterprise customers. Successfully led the transformation of high expense onshore team to cost effective 90% offshore team laying out processes, tools, budget, resources, infrastructure to build a self-sustaining machine for new features and ongoing sustenance. Delivered the Next generation of Webex Meetings release including Online self-service experience and quote to Cash capabilities for Page 5 of 8

US and Europe Launch. Rolled out new online offers, pricing / discounting and customer experience enhancements including tracking and metrics for ecommerce webex.com across 12 countries and customer account management sites. Defined process and managed customer reported product issues and worked with product and IT on solution design and delivery. Stakeholder management with quarterly business reviews and service management

Global Business Operations Leader

July 2008 - November 2010 (2 years 5 months)

Managed 200 people team including 10 project managers, engineers, QA and Analysts driving end to end solution, scope, Ops readiness, change management and delivery

Directly managed $25M yearly budget, SOWs, cross charges and expenses Managed the PMO office including Project managers for execution, risk/ issue managers, release planning, next year resource and budget planning managing at C-level executives to drive decisions and give status Successfully planned and delivered multiple releases Portfolio/Product Management Leader

February 2005 - July 2008 (3 years 6 months)

Manage strategy, definition, planning, implementation, sustenance and support for portfolio of Network Data Collection Tools and Applications for Cisco Advanced Services.

Managed a team of 25 engineers and QA, managing SOWs and fixed price vendor contracts

Launched 2 new products to market using NPI process working across 5 cross functional teams and managing at C-Level executives Received the 'FY06 CKC Knowledge Connection' Award for outstanding contribution to NP 3.0 Tool'

over 10 Cisco Achievement Awards for outstanding contribution at Cisco Selected by nomination to attend CA ACE Leadership Training Oracle

10 years 5 months

Product Management and Delivery Senior Manager

July 1999 - February 2005 (5 years 8 months)

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Managed a team of 15 engineers (Onshore, Offshore), first line managers and product managers as direct reports leading the strategy, development and delivery of Oracle CRM Applications

Built new team from scratch defining strategy for the vertical and launched new application to market quickly.

Took on responsibility for Oracle CRM, Core Customer Service Application development in addition to Oracle Service Analytics and CRM verticals teams Successfully led and delivered multiple Oracle applications releases Managing Principal

July 1996 - July 1999 (3 years 1 month)

Redwood Shores

Led various large onsite Global software implementations for Oracle consulting services as overall Onsite Manager.

Led various business development initiatives including RFPs, demos and pre sales solutions.

Customer success and delivery management leading large teams of onsite consultants and managers

Received over 10 excellence awards in recognition of outstanding contribution to each project

Technical Support Lead

October 1994 - July 1996 (1 year 10 months)

Redwood Shores, CA

Provided technical solutions to customers including installation, design, debugging and coding issues related to Oracle Tools. Led the Advanced Analysis and Escalation’s group, handling highly escalated technical issues. Served as Duty Manager, dealing with sensitive clients. Identified Product issues and worked with engineering to file bugs and get high priority bugs fixed. Worked as a new hire Mentor. Designed and developed applications for the internal use of the group. Delivered internal training and wrote Technical Bulletins and white papers.

Tata Consultancy Services

Systems Engineer

1992 - 1994 (2 years)

Education

Page 7 of 8

PMP Certified

Project Management

CSM (Certified SCRUM Master)

Certified SCRUM Master

National Institute of Technology Kurukshetra

Bachelor of Engineering (B.Eng.), Electronics and telecommunications Page 8 of 8

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