Operation Manager

Maribeth Knight **********@*****.*** 408-***-****

Manager Sales Support & Operations

Fortunate to provide a high-level professional business operation support experiences and due diligence across a sales/finance organization. I leverage expert product knowledge for internal and external customer service to drive high performance across the organization.

Core Competencies

●Sales Operations / Business Analysis

●Sales Support Leadership

●Cross-Functional Collaboration

●Finance / ACCG Administration

●Accounts Payable & Receivable

●Procurement Administration

Professional Experience

KEYPHASE INC. Nov 2019 – Feb 2020

Project/Program Manager

Manages the acquisition normalization process for Phase 1 metrics and assists IT with complex data migration. Maintain the issue tracker and follow up with the cross-functional team until all customer escalations are complete.

●Managed and participate weekly Customer Partner Service Incubation War Room meetings every Tuesday, Thursday, and troubleshoot critical open issues for Deals to be booked.

●Generated weekly SAP Business Objects/BI reports for opportunities booked, provisioned, closed, and submitted an internal normalization update announcement for the cross-functional team.

●Compile all the related content for order cancellation with proper justification and submit cancellation deals to the Business Unit (BU) team for Approval.

●Responsible for managing the Customer Service Hub/Agent Work Bench tools and the Cisco Commerce Workspace opportunities for the global sales operation team on behalf of Sales management.

GOOGLE INC. Jan 2019 – Nov 2019

Global Alliances Operations Manager

Responsible for day to day operations in supporting a rapidly growing Anthos partner ecosystem.

Provide aid to the Partner managers by building out services to support our OEM partners in going to market strategy (GTM), improve our operations, build scalability, and be the partner advocate.

●Responsible for managing day-to-day operations requests from Partners, Partner Managers, Partner Engineering, Technical Manager, Marketing Manager, and Sales teams. Contribute to improving and streamlining processes continually, significantly as the partnership model expands.

●Coordinate and schedule ongoing technical training for Anthos workshop events while managing, greeting, gathering customer feedback, and monitoring impact assessments.

●Responsible for publishing and advertising the Cloud Hub v1 related content for VMWare, Dell, and Cisco to share amongst the internal teams for Solutions, Resources, and Technical Training.

●Fortunate to create the Alliance Partnership artwork badge and email template in support of an emerging program.

●Ensured all pipeline deals were correctly categorized, and correct partner attribution is tagged appropriately in the Salesforce Vector.

●Created, extract pipeline report of influenced revenue through top alliance partnerships in Salesforce Vector.

●Institute best practices and scalable processes for Easy Objective & Key Results with the cross-functional team members, while ensuring the Alliance team continues to modify and fill out the Q4 ‘19 OKRs Alliances template for quarter-end.

●Provide the lead executive administrative support as needed for ongoing team engagement and monthly or quarterly team building working sessions.

VERITAS TECHNOLOGIES, LLC 2017 - 2018

Senior Business Analyst, Finance

Responsible for managing AMS, APJ, and EMEA bookings, reconciliation for New, Existing, and Renewal Service contracts.

Maintained the weekly meetings with the Finance transformation, Revenue, Sales Operations, and IT Business Application teams on the Data & Code fixes, sales adjustments, monthly data migration files to be uploaded, and proper commission structure for binding agreements.

●Responsible for the weekly structured query language spreadsheets, extract daily reports from Oracle Business Intelligence Enterprise Edition dashboard. Help managed and contributed to enhancements the streamline Licensing, Bookings, Commissions, Billing, Credit/Debit Memos, A/P & A/R functions, and IT Automation.

●Managed the weekly status meetings with critical stakeholders’ quote to cash discussions and participant working sessions as needed.

●Collaborate with Sales Finance and Sales Operation team and perform analyses for business transaction discrepancy in aligning with the Company booking table and report accuracy to executive management for approval.

●Managed Company's booking table (Veritas ERP System) for Security access across various departments. Unique ability to wear different hats and fill in the gaps where needed, such as meeting minutes, action items, and project plans.

●Document the pre-sales processes, systems, and data flow to identify process gaps and establish a foundation for process standardization and automation across software architectures.

●Lead a new training plan to build awareness and adoption of post-sales support tools.

CISCO SYSTEMS, INC. 2016 - 2017

Project Manager, Security ELA Operations

Responsible for licensing the Security Enterprise License Agreement and supporting 18 technologies and 45 features. Managed operations from start to finish and participated in the quarterly, yearly order bookings. Generating Security ELA detailed licensing consumption value reports, and annual business review reports for the ELA customers.

●Managed the organic growth and adoption of ELA offers from 32 to 150+ Security enterprise customers (worth > 200M+ in Sales Revenue).

●Support multiple ELA customers regularly by answering their technical inquiries, fulfillment, license request, and troubleshooting connection.

●Support and carry out the end-to-end Enterprise Licensing Operations process through the ELA Workspace software business tool implemented by Cisco last year, which includes coordination across internal functional teams and external partners to meet customer requirements.

●Prepared and analyzed the customer value reports, customer’s license consumption for Annual Business Reviews with Customers, and used by senior management for the future new product offerings (upgrade) and renewals.

●Generated Sales Quotes and validate orders, Serialize Inventory in Cisco Database CSCC Analyze Shipment History Reports, contract Summary Details Reports to ensure data, and quotes for accuracy.

GOOGLE INC. 2015 - 2016

Sales Operations Analyst, Google for Work

Responsible for being the primary point of contact for International GFW Apps Sales Reps with questions regarding their sales bonus and percentage splits.

●Facilitate between Payroll, Finance, Operations, Sales Manager, and Comp teams to resolve percentage issues with manual inputs used to calculate the sales bonuses.

●Managed the SQL structured query language spreadsheet to access large data files and databases to locate deal-booking information and help troubleshoot deal ownership disputes.

●Identified common problems and concerns across sales reps and helped brainstorm potential solutions with business stakeholders.

CISCO SYSTEMS, INC. 2013 - 2015

Senior Business Analyst, Security ELA Operations

Maintained the customer records at a precise level, interacted extensively with the customers and partners, managed and tracked a wide range of license and order spreadsheets (entitlement tracking, license generation, internal & external communication) to improve customer experience and minimize turnaround time.

●Managed Security Enterprise Licensing Operations collaborates with the cross-functional team (Sales Ops & Account Manager, Partners, Legal, Finance, Order Booking team) and our external partners.

●Contributing to the processing design and improvement discussions while creating and updating process documents.

●Documented various frequently asked questions, use cases, and lessons learned documents to advance team productivity.

●Provided ongoing technology and feature training for new hires, license generation, booking, file upload, and license consumption & value reports.

●Provided technical licensing support to multiple ELA- (Enterprise License Agreement) customers daily by answering queries, fulfillment license requests, troubleshooting data and licensing issues.

●Managed 18 Enterprise customers, oversee their license fulfillment, contract, and support management for Security ELA operations.

●Validated the customers’ installed base and annual business review report to arrive at the final pricing of new product offerings, upgrades, and renewals.

●Cross-functional collaboration with Account Manager, Business Development Manager, Legal, and Channel partners onboarding process and verify, execute legal agreement documents.

●Advanced and ensured the Security ELA business operation processes execution by validating the purchase order requirements, sales order booking, invoicing, and shipment tracking.

●Provide temporary assistance with the Revenue recognizable deliverable reports resources for Finance.

●Fortunate to contribute to the IT automation self-serve portal production and testing program for the Security ELA UAT.

ZIMBRA / VMWARE, INC. 2009 - 2012

Sales Operations Analyst, Business

Responsible for overseeing the internal conversion in the order management team globally and delivering Zimbra and Shavlik training, including products, features, Salesforce navigation, consumption reports, and license keys validation. Provide customer support to the cross-functional teams when booking emerging products Socialcast, Digital Fuel, and Wanova orders, and notifying the GSS team to process fulfillment.

●Generated license keys through the VMware SMB Management applications support portal for Shavlik channel orders. Process and licensed Zimbra orders through Salesforce, including coordinating and synchronizing close agreements with Legal, Finance, and Revenue teams to correct any discrepancies with Zimbra Channel and Direct contracts.

●Identifying discrepancies and inconsistencies with sales quotes, Special pricing form, opportunities, and account with multiple strings. Support the sales team to meet VMware PO requirements correctly before or after submission.

●Oversaw the global management of Zimbra billing contracts, purchase agreements through Salesforce and Oracle OM module for month-end and quarter-end close.

●Executed the monthly commission excel report from Salesforce to calculate each employee's commission payout according to total sales based on bookings.

●Prepared VMware's hosting provider and service provider monthly commission report for the senior executive approval.

●I licensed 382 Zimbra account, and reconciled opportunities in Salesforce with the Oracle uploaded invoice files. Coordinate all A/R billing inquiries, including credit memos, re-bill, and Software Destruction Agreements for the global sales team.

CISCO SYSTEMS, INC. 2008 - 2009

Legal Contract Analyst, Business

Responsible for managing global legal contracts and agreements that petition management approval, including collaborating with the VP of Finance & Sales, Controllers, Legal Directors, Finance Manager, and Attorneys on Virtual Approval processes for binding agreements.

●Stipulate due diligence support for agreements requiring rationale and justification for exclusive discounts and pricing deviations.

●Submitted weekly contracts to the file room through fully executed agreements for internal uploading and Contract Management Systems CDS/ECLM database for all incoming Direct and Channel deals.

INFOBLOX, INC. 2007 - 2008

Order Management Manager, Finance

Managed a small group of administrative staff through the review of operational functions, order types, receipt of shipments, upgrades, renewal quotes, and reviewed incoming orders against business guidelines.

●Coordinate regularly with Sales, Technical Support, Legal, and Finance to ensure all appropriate terms and conditions are on schedule.

●Responsible for all orders throughout the shipment and billing processes for International and Domestic customers.

●Effectively manage all maintenance renewals, swap maintenance, and advise both technical support and customers directly.

●Responsible for all account receivable functions, including invoicing.

INTEL CORPORATION 2005 - 2007

Order Management Analyst, Finance

Responsible for A/P invoices that require management approval and managed the A/P hold report by targeting as many as 10M aging and maintaining 2M aging in excellent status. Collaborate with purchasing, receiving, marketing, sales, legal, HR, and R&D on accounts payable discrepancies.

●Identify and resolve various processing errors and procedural problems throughout the Oracle End Users system.

●Accountable for order status, waybill numbers, pricing, and product availability to meet customers' and distributors' requirements.

●Expedite product transfers between distributors to achieve order requirements and meet the service level agreement.

●Correspond directly with factory planners in Manila and Penang to expedite shipments and product availability.

●Resolve any technical issues with the Field Sales, Business Geography, Marketing, and Engineering teams.

SPECTRAL AUDIO, INC. 2004 - 2005

Operation Manager, Finance - Accounts: Dealers & Channel

Maintain operations view the material master records while coordinating with numerous business functions and managers on open backlog reports. Led the generation of price quotes and supported the sales team for both International and Domestic Dealer accounts.

●Oversee the company records database, backup files, office supplies, and schedule travel arrangements for executives.

●Responsible for all accounting functions, including Accounts Payable, Accounts Receivable, Payroll, P&L statements, and audit function.

●Manage weekly financial reports, reconciling bank statements, and process the quarterly and year-end close.

ZOMAX, INC. 2000 - 2004

Project Manager, Operations - Accounts: Apple Incorporated & Microsoft Corporation

Responsible for all of Apple, Microsoft retail products for new and existing product releases. Manage the following: Operations, Bill of Materials, Clear to Build, Coordinate CADs, PowerPoint visuals, Artwork, Labels, Configuration Code, process credits, RMAs, and product transfer to meet customers’ demands.

●Coordinate with scheduling, purchasing, and manufacturing to ensure customer orders have shipped on time.

●Synchronize with the purchasing department on material shortages and cost reductions.

●Provided scheduling a three-month forecast to replicate compact disk and stage them in inventory for future shipments

●Favorable to synchronized with the purchasing department on material shortages and cost reductions.

Education

Coursework Completed in Business Management, Mission College

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