Customer Service Vice President

Michele Zangri, MBA

Hooksett, NH 603-***-**** *******.******@*****.*** linkedin.com/in/michelezangri

VP of Finance - SaaS

Accomplished executive leader with extensive history of driving all aspects of finance for successful matrixed, global software organization. Big-picture, entrepreneurial and strategic thinker with demonstrated overall operations management experience; adaptable, flexible professional with talent for directing seamless functionality and communication across global business. Adept at creating, initiating, and driving process improvements that add significant productivity and efficiency benefits. Broad, in-depth understanding of North American software market, including education and professional services verticals. Technology / computer proficiencies include ERP Software, CODA, Business World, NetSuite, QuickBooks, MS Office including Excel, Salesforce, Financial Force, Anaplan, Mavenlink, and Prevero.

Areas of Expertise

Strategic Planning & Implementation SaaS GAAP & IFRS Commercial FP&A Internal Controls Contract Management & Negotiations Compliance Budgeting & Forecasting Process Improvement Team Building Operations Change Management Business Transformation Customer Service & Engagement Purchasing & Procurement Audit & Tax ERP Accounting System Implementations and Automation Leadership and Mentoring Presentation Operational Excellence Strategic Analysis Financial Modeling Strong Work Ethic

Selected Professional Highlights

●Achieved 15% cost reduction for North American organization by Implementing global processes and policies (including ERP Accounting Systems Implementation and travel systems implementation)

●Secured 10% revenue increase by identifying and tracking new revenue and go-to-market opportunities

●Reduced AR balances by 25%, improved AP processing, and elevated cash flow by developing and implementing controls and procedures

●Transformed company from public to private equity and from “on-premise” software to SaaS with 30% annual revenue for rapid growth

●Managed Balance Sheet and Profit Loss Statements, Financial Analysis for recommendations to improve the overall business in alignment with the business strategy

●Led the annual audit and annual budget

●Managed relationships with banking representatives, outside audit teams

●Prepared and presented monthly and quarterly business reviews to the global leadership team

Professional Experience

Culver Company – Education company for utilities, Salisbury, MA 2021- present

Senior Director of Finance, HR & Administration

Implemented Human Resources for organization (annual review process, goal setting, identified single point of failure, training, coaching, mentoring)

Chose, implemented, and provided change management for new ERP system – NetSuite

Created budget process and monthly reporting

Initiated cost savings items that resulted in a 15% reduction in operating costs

Implemented project costing to better understand client margins and areas for growth

Unit4 – ERP Software, Burlington, MA 1995 – 2019

COO (Feb 2018 – Nov 2019)

●Built a cohesive strategy that optimized communications across entire organization (Sales, Pre-sales, Professional Services, Support, Finance, and Legal)

●Negotiated complex contracts with over 200+ clients and vendors

●Managed North American partner ecosystem

●Created and managed North America Customer Success for the Global Customer Experience with a retention rate of 96%

Key Accomplishments:

●Ensured customer satisfaction by spearheading and optimizing contract to cloud implementation process. This increased NPS by 20 points. North America had the highest NPS score for the Unit4 entities

●Improved partner relations by 80% within Unit4 North America

●Drove North American go-to-market strategy; ensured strategy execution aligned with volatile market demands

●Maximized Annual Recurring Revenue and expanded product use among client base, resulting in a 96% retention rate and 25% adoption rate for purchasing new products

●Standardized quote-to-contract process by implementing sales training

CFO (Jun 2015 – Feb 2018)

●Established and implemented KPIs, GAAP, IFRS, and ad-hoc reporting, plus budget analysis

●Created strategic, budget, and annual business plans, including recurring revenue and attrition rates and variance- to-budget analysis for North America; led and presented quarterly briefing review for North American Territory

●Developed and implemented long term business plans

Key Accomplishments:

●Standardized Order-to-Cash among 12 Unit4 global commercial entities and partnered with Capgemini and CFOs of international entities to ensue constant process automation

●Reduced monthly close from ten days to five

●Directed North American shared service of Finance and IT

Vice President of Operations (Jan 2013 – Jun 2015)

●Led all HR, IT, Legal, and Administration

●Ensured departmental alignment with corporate goals by executing communication strategies

●Performed ad-hoc reporting and analysis of markets and operational performance to identify trends and areas for growth

Key Accomplishments:

●Integrated Canadian and US subsidiaries to create one North American organization; combined people, processes, product offerings, market verticals, and go-to-market strategies

Executed cost reductions and process automation for the combined organizations, reducing costs by 10% and shortening the contract win cycle by 25%

Vice President of Operations / Controller (Jan 2009 – Dec 2012)

●Managed and mentored Professional Services, Finance, Support, Legal, IT and Administration Departments

Key Accomplishments:

●Designed and completed processes to integrate Unit4 CODA into Unit4 ERP business software

●Optimized reporting and process automation by implementing PSA and financial systems which allowed an increase of professional service utilization rates to 70% and thus increased revenue by 14%

●Founded procedures to streamline processes and standardize functions of IT, Legal, Professional Services, and Support

Director of Operations / Controller (Jan 2007 – Jan 2009)

●Oversaw annual corporate taxes and monthly, quarterly, and annual sales tax reporting

Key Accomplishments:

●Increased accuracy and reporting transparency and assisted product management by evaluating and implementing all new financial products internally

●Managed annual audits to optimize reporting of US and UK accounting and facilitate consolidation and London reporting

Controller (Jan 2002 – Jan 2007)

●Prepared monthly financial reporting and annual budgets

●Reconciled accounts and prepared year entries

●Responsible for continuous process improvement

Key Accomplishments:

●Decreased operating expenses 15% by managing all Company contracts and leases

Accounting Manager (May 2000 – Jan 2002)

Leveraged “start-up” team to rebuild CODA organization from Baan ownership

Key Accomplishments:

Partnered with US CEO and VP Operations plus UK CFO to formalize operations and transition customer contracts

Re-established business in North America; procured office space, credit, purchasing equipment, established finance department, implemented ERP systems

Education

Master’s Degree, Business Administration - Southern New Hampshire University

Bachelor’s Degree, Accounting - University of Massachusetts – Lowell

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