Program Manager

EDUCATION

****-**** ***** ******* **********, Carey Business School Baltimore, Maryland

• MBA, Management Information Systems

****-**** ********** ** ***** at Austin Austin, Texas

• BA, Government/American Studies

PROFESSIONAL EXPERIENCE AND WORK HISTORY

APRIL 2006 – PRESENT CREDANT TECHNOLOGIES AUSTIN, TX

Manager, Customer Loyalty & Training

• Reporting to VP of Worldwide Sales, manage customer loyalty program activities including:

o Post Sales Client Advocacy for 70 key accounts, personally managing 35 reference accounts.

o Maintenance Renewals. Assist with process & collection of $7M in renewal revenue per year.

o Training Program. Generates around $150K in revenue per year.

o Customer Facing Communications including Support Newsletter, Product Announcements, and Security Notices.

o Support Crossover Initiatives: Brown Bags, Survey, Online Support Tools, Product Enhancements

o Communities. Executive Sponsor Program, Customer Advisory Board, Customer Advisory Council, User Groups

o Customer Reference Program including overall program development, management, coordination & tracking of reference activities, reward and appreciation activities.

o Annual Customer Satisfaction Survey

JANUARY 2003 – MARCH 2006 SUN MICROSYSTEMS AUSTIN, TX

Program Manager, Worldwide Customer Reference Program

• Reporting to Director of WW CRP, manage operations and communications for worldwide customer references team

• Working on creation of www.sun.com/customers website. A first for sun. (previously customer success noted by individual products)

• Leading: expansion of sun.com/customers portal, rollout of new and improved customer content model, audio reference program, customer reference database migration to Siebel, and migration of 500 existing customer success stories into new content model and retirement of 475 success stories.

Program Manager, Client Relationship Management, Identity Management Business Unit

• Responsible for program management for client relationship programs within Identity Manager Practice.

• Expanded team from 2 to 5 account managers and coordinated all recruiting/hiring efforts.

• Managed customer reference program for Identity Manager Practice.

• Managed maintenance renewals for over 100 customers.

• Integral to transition/integration of customers into Sun support process and systems.

Program Manager, Relationship Management, Waveset Technologies (acquired by Waveset 12/2003)

• Created post-sales customer relations program within the customer care organization with the primary objective of ensuring the ongoing success of products and services within the existing customer base; second, to establish close customer relationships that would result in increased customer satisfaction, retention and reference ability, and finally to ensure a continuing maintenance revenue stream and enable up-sell opportunities. Waveset growth rates were 300% between 2003 and 2004 and 100% between 2004 and 2005 which is the direct result of good product development, delivery and overall customer care.

• Key programs instituted and Managed:

o Relationship Management Program (Account Management)

o Executive Relationship Program (Executive Sponsorship)

o Customer Appreciation Program (Reference Program)

o Customer Advisory Council and meetings

o Customer Satisfaction Surveys

o Success Metrics Evaluations

o Product Updates and Webinars

o Maintenance renewal communications and management.

• CLIENT LIST: Primarily responsible for east coast and government accounts including Fidelity Investments, General Electric, Kraft Foods North America, Detroit Edison Electric, Circuit City, Freddie Mac, Verizon Wireless, Merrill Lynch, Regions Bank, Federal Reserve Bank of Richmond, Defense Logistics Agency, Defense Information Systems.

• PREVIOUSLY MANGED: First American National Bank, 7-Eleven, Dell, ProBusiness (A division of ADP), Caremark, Burlington Northern SanteFe Railroad, Guidant, American Red Cross

JUNE 2000 – DECEMBER 2002 VIGNETTE CORPORATION AUSTIN, TX

Enterprise Account Manager

• Post sales management of accounts for top tier clients with a primary focus on increasing customer success and satisfaction with products and services. Secondary focus on increasing revenue opportunities through ongoing and consistent facilitation of Sales Activity, Consulting Services, Training and Education Services, Technical Support Services, Partner Relations, Reference Program, Survey Program, Platinum Council Program, Project and Implementation review, Vendor Days, Product and Service Roadmap Updates, User Groups.

• CLIENT LIST: Mass Mutual Financial, Fidelity, United States Treasury, Internal Revenue Service, AOL/ICQ/Time Warner, BMC Software, Southwestern Bell Communications, Cingular, Hibernia Bank, National Security Agency, National Science Foundation, International Monetary Fund, FundsXpress Advanced Micro Devices (AMD), Conseco, Citibank, Prudential, JPMorgan Chase, Lucent, MONY, FirstUnion/Wachovia National Bank.

Project Manager

• Manage Professional Services team on application development implementations and projects for clients with a focus on team and client success.

• Skilled in following Vignette Solutions Methodology for requirements gathering, proposal development, project planning and implementation of software solutions.

• Maintain a high level of interaction with client. Act as primary contact and information channel for project engagements and product information.

• Work in coordination with Sales Engineering team to prepare and manage project plans, proposals, budgets, account activities, and relationships with regional customers and implementation partners.

• PROJECTS: El Foco, Globo, Advanced Micro Devices

SEPTEMBER 1999 – JUNE 2000 EMPOWER SOLUTIONS ATLANTA, GA

Business Analyst/Consultant

• Assisted Director of Business Development in managing sales, marketing and business development activities related to consulting services including sales calls, preparation and distribution of promotional materials, white papers and marketing documentation for various product and service lines, as well as event coordination and communications to clients for trade shows.

• Conducted client and business needs analysis for the purposes of facilitating knowledge transfer and change management.

• Collaborated with team to prepare online help documentation and rollout strategy.

• Lead internal initiatives to improve and further develop corporate web site and create an Intranet for improved internal communications.

• PROJECTS: Puerto Rico Department of Treasury, Puerto Rico Courts System

AUGUST 1995 – SEPTEMBER 1999 MCDERMOTT INCORPORATED ARLINGTON, VA

IT Manager/Office Manager

• Assist Vice President in managing 12-person Government Relations office with an annual budget of $2 million.

• Coordination and management of information and telecommunication systems, department web site, branch office finances, accounting, human resources, lobbying activities, staff meetings and planning of corporate events.

• Reduced information system expenses by 67% over 4 years by centralizing equipment, improving efficiency, standardizing hardware and software, eliminating the need for a full time information system staff and reducing external consulting vendor hours needed.

• Sole provider of information systems support to office including system backups, evaluation of software and PC equipment, purchasing, installation, end-user training, and various upgrades.

AWARDS AND RECOGNITION

• Q1 2002 – Vignette Customer Care, “Magic Quadrant Award”

• Q3 2002 – Information Technology Services Marketing Association (ITSMA), Gold Medal Award recipient for Customer Loyalty & Retention – Vignette’s Account Management Program

• Q4 2003 – Waveset Internal, “Surfboard Award”, for providing help to one of your peers in a manner that was over and above your normal duties.

• Q1 2004 – Waveset Sales, “Hermione Award”, for creation, management and generation of references program.

• 2007, 2008 – Credant Sales, “Team Award”

References available!

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