Program & Strategic Sales Operations Manager

Madelin Akins

************@*****.*** • www.linkedin.com/in/madelinakins • El Paso, TX• 214-***-****

Program Manager Project Manager Strategic Sales Operations Manager Sales & Customer Service Management

B.B.A. - Educated Program, Strategic Operations, and Business Development Manager with extensive experience delivering client-focused results. Creative and strategic problem-solver with the ability to tackle complex projects with a diverse set of transferable cross-industry skills, including project management, program management, client relationship management, strategic planning and analysis, and operational efficiency. A trusted adviser, skilled in building consensus and alignment among internal and external stakeholders. Dynamic and enthusiastic leader with the ability to harness individual skills and develop high performing teams. Thrives on continuous challenges and fast-paced environments with a strong focus on collaboration, driving growth, and delivering innovative solutions to fulfill clients’ requirements.

CORE COMPETENCIES AND ACHIEVEMENTS

Leadership and Management. Effective leader with firm ability to make rational, informed decisions and collaborate efficiently with all organizational levels. An analytical leader with a reputation for being action-oriented in driving cross-functional teams to complete objectives on time. Proven ability to create dynamic and responsive cross-functional teams. Highly successful in managing remote and global teams and working with all levels of an organization. Motivates teams through the promotion of diversity and focuses on work-life balance. Achieved award recognition for the creation of Client Life Cycle Management for service teams. Led PMO support for EMEA and APAC teams. Led team of Senior Account Managers who managed multi-national customers with annual revenue of $90M located in Texas, Colorado, Utah, Oklahoma, and Florida.

Strategic Operations. Highly successful in creating and executing operational strategies with a concentration on delivering successful sales programs and initiatives. Verifiable track record of turning around poorly performing teams. Developed persuasive strategies to achieve desired targeted goals. Generated effective performance by working with the procurement operations team on ProcessUnity as well as ensuring suppliers follow VSP contractual requirements to achieve desired objectives. Accomplished channel recognition for the development of the Strategic Integration Partner Program. Developed targeted programs and initiatives with cross-functional teams within the Verizon Enterprise Sales organization to maximize sales and revenue evaluate, ensure accountability, reduce duplication, and realize potential synergies with other efforts to secure the ultimate success of the actions taken. Business Development. Actively strives for continuous improvement, monitoring industry trends to identify opportunities to grow the business by providing value to customers. Instrumental in assessing and developing short and long-term courses of action to maximize opportunities for business development. Described and transformed target market definitions into action lists by working with effective marketing teams to ensure sales growth. Implemented strategies to introduce supplier relationship program. Achieved President’s Club award multiples times for highest performing Client Executive in the segment. Negotiated large regional contract, worth $20M of new revenue. Program Management. Highly focused and results-driven professional with extensive experience in operations and program management. Instrumental in organizing and overviewing programs targeted at increased sales and revenue as well as customer retention. Led the creation of two separate program management offices. Devised a program process to manage overall supplier performance reviews, quarterly business reviews, and issue resolution to ensure productivity and effectiveness. Generated the Sales Defend Playbook resource for sales teams on how to defend and boost existing customer revenue. Project Management. Expert in ensuring budget and time management of projects and proactive reporting, issue identification, and problem-solving. Skilled in planning and managing small, medium, and large complex projects aligned with business goals with technology solutions to drive process improvements, competitive advantage, and bottom-line gains. Developed and implemented sales processes and governance for the stand-up of new Worldwide Channels and Alliances (WWCA) PMO organization.

Data Analysis. Conducts complex research designing, undertaking and analyzing information, and employing qualitative and quantitative data for the creative exploration and assessment of market data, including pricing and reference data. Gathered, analyzed, documented, and communicated field feedback to upstream marketing organizations to refine market segmentation and inform the timely development of compelling value propositions and effective sales tools. Process Improvement. Continuous review of day to day operational processes to identify and eliminate waste and drive operational efficiency. Tasked multiple times to liaise with troubled projects and recommend strategic direction and influence change. Identified potential supply chain interruptions during COVID19 by using an effective supply management system. Attained over 400% of projection quota.

Strategic Planning and Implementation. Deploys robust, critical, conceptual, and analytical thinking and leverages strong organizational skills to lead strategic exercises. Devises detailed steps and processes needed to reach goals. Engages stakeholders wisely to gather support, drive action, and incorporate feedback and progress reports to ensure that the plan is on track. Designed and directed short, medium- and long-term strategic plans to align department operations with the broader organization’s growth plans. Implemented strategies to find new solutions and improvement techniques to enhance performance with various sales platforms. Provided guidance and thought leadership to the West Region sales VP related to quota and sales assignment distribution. Developed and refined TAM (Total Available Market) and SOW

(Share of Wallet) by collaborating with global sales operations organization. Managed a team of Service Managers responsible for $156M in annual revenue.

Relationship Building and Team Building. Proven history in establishing personal rapport, empathy, and relationships. Demonstrated ability to adapt to different cultures and build cohesive teams of local talent to build client-focused solutions and deliver the best in class service. Successfully collaborated with stakeholders across the organization to influence and develop both growth strategies and process development. Consistently provides exceptional services to clients to ensure maximum customer satisfaction and retention.

Communication and Negotiation. Effective communicator across all levels of the organization. Strong ability to adapt the message to different audiences, both written and verbally. Leverages diversity, relationships, and influential nuance to build trusted advisor status and credibility. Excellent presentation and negotiation skills. Translated target market definitions into actionable prospecting lists and clearly defined sales territories that balance share of wallet, new logo objectives, and branding. Collaborated with IT to develop Salesforce.com reporting and dashboards for Defend governance, including contract renewal activity and mitigation for declining revenue activity. Signed the largest contract in the Region year to date, worth $9M of new revenue.

Creativity and Innovation. Challenges assumptions and re-imagines possibilities by bringing fresh thinking and exploring new opportunities to solve problems and deliver a competitive advantage to organizations. Identified industry best practices in quota setting, force deployment, and key account management and developed implications for the AMER sales team. Defined an optimal force deployment model, including territory definitions, resourcing levels, and mix of resources by territory. Conducted innovative strategic planning analyses (e.g., the impact of monthly vs. quarterly quotas for bookings). Adaptability and Flexibility. Proven ability to remain resilient and tenacious under pressure while displaying fortitude in the face of adversity. Verifiable track record of adaptability of multicultural environments with notable achievements. Highly skilled in problem-solving, managing multiple projects simultaneously, planning strategically, and adapting to frequent change. Systems Utilization. Salesforce, Microsoft OS, Anaplan, ProcessUnity, SharePoint, Microsoft Teams. PROFESSIONAL EXPERIENCE

LOGILE (remote) Sep 2024 – Nov 2024

Customer Program Manager

Responsible for overall project related to Workforce Management software implementation DATAMARK, El Paso, TX Jul 2023 – Sep 2023

Client Relationship Manager

Responsible for client retention and revenue growth PYRAMID CONSULTING, (remote) Feb 2023 – Apr 2023

Project Manager

Contract position with LinkedIn in the Global Program Team organization

Led program to relaunch an initiative to increase learning sales

Worked with cross functional teams that included marketing and pricing to develop and implement a project plan

Responsible for managing stakeholders to ensure project plan actions completed, identify and mitigate potential risks

GENESYS, Daly City, CA (remote) May 2021- Aug 2022 Sr. Manager- Sales Strategy & Planning

• Globally deployed Anaplan territory and quota solution for a $2B hyper-growth company

• Developed a new annual planning process utilized by the global sales organization to drive consistency, transparency, and equity in territory design.

• Work with global cross functional teams in process creation and optimization. NTT GLOBAL DATA CENTERS AMERICAS, Sacramento, CA (remote) Sep 2020 – Nov 2020 Sr. Project Manager

• Owned the Interlock Process which included managing the process of building new data centers from initial site selection through completion for client ready turnover.

• Developed Executive level reporting and presentations.

• Worked with cross functional teams responsible for the various stages of the data center build to ensure processes were followed, deliverables met on time and identify/mitigate potential risks to the business.

VSP GLOBAL, Rancho Cordova, CA Jan 2020 – Mar 2020 Program Manager-Supplier Relationship Manager

• Rolled out the Supplier Relationship Program within Procurement and VSP’s Business Unit Leaders.

• Utilized supplier management system, ProcessUnity, to survey critical suppliers during COVID19 to identify potential supply chain interruptions.

• Actively managed and monitored all projects relating to ProcessUnity supplier onboarding, operational enhancements, product launches, and risk management.

• Created program processes to include supplier performance reviews, quarterly business reviews, and issue resolutions for key strategic suppliers.

• Ensure suppliers comply with VSP contractual requirements. EQUINIX, Redwood City, CA (remote) Jun 2018 – Dec 2019 Sr. Manager – Sales Strategy and Operations

• Established a thought partnership with key stakeholders, including regional sales leadership, regional, and corporate marketing, and FP&A.

• Aligned with the West Regional VP to develop a compelling strategy to achieve the required financial targets.

• Collaborated across the Sales Operations organization to build and refine TAM (total available market) and SOW (Share of Wallet) data critical to territory and capacity planning.

• Discovered and drove new solutions and improvements across the sales platforms, tools, and processes to continue at velocity.

• Determined annual and quarterly quotas for each territory and sales rep utilizing Anaplan VERIZON ENTERPRISE SOLUTIONS, Irving, TX Sep 2000 – Dec 2017 Global Channel Sales Operations Manager

• Supported Executive Sales Director for System Integrator and Alliances through Chief of Staff responsibilities to include Program Development and Management, Forecasting, Sales Metric Management, Operations, create presentations for senior management.

• Led development and governance of the Solution Integration Partner Program. Global Sales Operations, Strategy and Planning Senior Consultant

• Responsible for program development and governance within Verizon Defend PMO organization, responsible for defending and growing existing revenue. Regional Strategic Account Executive, Terremark/Verizon

• Managed strategic initiatives and sales campaigns for the Regional Vice President.

• Steered key deals for Regional Vice President within legal and Pricing and Contract Management to support the sales team for deal closure.

Associate Sales Director, Manufacturing Vertical

• Managed team of Wireline and Wireless Sales Executives focused on delivering strategic solutions to Global Enterprise customers within the Manufacturing Vertical. Group Sales Manager, Verizon World Accounts

• Drove U.S. sales and revenue growth as part of a global account team and successfully renewed one of Verizon’s largest clients.

• Worked closely with International lead teams in developing and executing sales strategies to obtain new business.

Regional Program Manager, Investment Accounts

• Led program management of the Investment Sales Program targeting customers with little to no current business with Verizon.

• Provided strategic direction through account planning and sales leadership for the Investment Account Managers.

• Worked closely with Pricing and Contract Management on the execution of deal strategy to position Verizon Enterprise Solutions to win business and successfully increased Executive-level placing within the investment base.

• Developed and rolled out strategic initiatives for Sr. Vice President of Sales.

• Created governance tools for tracking ongoing progress and success of strategic initiatives. Program Manager for the Sales Support Specialist teams.

• Worked with marketing/sales operations on the roll-out, training, and future development of the Account Planning System (APS).

• Liaison to internal organizations for process development and improvement that impacted the sales organization.

Group Service Manager

• Led the Senior Vice President’s task force on Service Strategy and set strategic goals for the branch service organization.

• Reinforced lifecycle activities to retain and grow the customer base and determined customer service requirements with key customers, implementing the best practices to achieve total customer satisfaction.

• Collaborated with Branch Directors to implement strategic initiatives to bring more value to customers and drove process improvements within the company. Senior Client Executive

• Managed account revenue growth and retention for enterprise customers.

• Created and implemented strategic account goals and provided leadership of the dedicated account team.

• Developed and maintained relationships with C-Level Executives of assigned account base. EDUCATION AND PROFESSIONAL TRAINING

Bachelor of Business Administration (B.B.A.), Finance, The University of Texas at El Paso Project Management Professional (PMP) Training, Sprintzeal Project Management Foundations: Requirements, LinkedIn Strategic Selling and Negotiation Skills, Verizon

Participant in Executive Coaching Program, Verizon

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