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Relationship & Professional Services Mgr focused customer excellence

Novato, California, 94947, United States
August 13, 2010

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Client Relationship Leader with **+ years of success in delivering global services for hardware, software and application solutions. Respected Manager who cultivates productive working relationships with cross functional teams, leadership and other organizations to achieve measurable results. Skilled communicator and consensus builder capable of developing strong business alliances. Project Manager with a strong attention to detail and a successful track record of delivering revenue results for complex projects. Dedicated to delivering excellent customer service.

Strengths In:

Project Management / Operations Management / Channel Development / Process Improvements

Business Process / Service Support / Contract Negotiations / Staff Management

Relationship Management / Quality Improvements


AVAYA INC 2000 – 2010

Professional Services Pricing Specialist Manager 2007 – 2010

Operations Manager responsible for Global Professional Services teams that provided technical, consultative and pricing support to direct and indirect Channel Partners focused on global service offers.

 Reduced averaging pricing turn-around time from over 6.4 days to 2.6 days and improved On-Time Delivery results from 65% to 85% against predefined Service Level Objectives through the development and execution of Six Sigma and Lean process improvements initiatives with Offer Management, Business Development and Project Management Field Organizations.

 Enhanced sales funnels and achieved 10% revenue growth year over year by effectively managing a team of Pre-Sales Project Managers who supported Professional Services opportunities.

 Improved accuracy of data inputs from sales partners through on-going education of the service offers, the engagement process and the custom tools utilized on each request.

 Reduced escalations and expedites by proactively participating in pre-sales opportunities that required consultation, technical support, knowledge transfer or engagement with Avaya resources.

 Participated in the development of the tools and documentation for project definitions, scope of work, project planning and project costing for partner engagements.

 Developed and executed specialized product and process training program for a custom group of Pricing Specialists that directly improved overall turn-around times.

Relationship Manager – Business Partner Service Center (BPSC) 2003 – 2007

Recruited to project manage and grow Avaya’s Professional Services Partner Program’ focusing on Unified Communications and Contact Center Practices.

 Co-developed the “Avaya Services Volume Commitment Program” incenting channel partners to sub-contract Implementation and Professional Services offers.

 Negotiated commitment contracts from initially 6 to 17 partners and grew revenue commitments from $9M to $21M per year.

 20% Growth Year/Year in billed revenue from on-going partner funnel reviews against commitment levels.

 As Account Manager managed engagements with other organizations; Engineering and Sales, RFP Support, Project Management and Care Center support to ensure overall engagement satisfaction.

 Improved response times by over 25% through the co-developed of a centralized national service pricing engagement process.

 Created and presented on-board training support of the pricing request process, the data collection documents and the databases required for partners to utilize when engaging Avaya.

 Virtually managed Pre-sale Hot Line Team of 4 contractors responsible for providing non-complex services pricing in a call center arrangement. Team supported $1M in monthly pricing responses.

Business Partner Liaison Manager – No.CA 2000 - 2003

Created new sales position within Services Organization to subcontract Avaya Services to Channel Partners in Northern California Territory which generated $2M of new Professional Services revenue in one year.

 Proactively built relationships with over 35 new Business Partners that lead to the creation of a Services Sales Funnel.

 Worked directly with both the Services and Sales organizations within the Channel Partner organizations to educate the benefits of Avaya Implementation and Professional Services and develop business plans for mutual success.

 Created support methodology for Avaya personnel to interface with Channel Partners to help reinforce benefits of service offers through the indirect channel.

 First position nationally within Avaya that led to the development and organization of a national team called the Business Partner Services Center.

 Presented the Avaya Vice President Leadership Award during the 4th quarter of 2002 based on the development of role and overall results.


Professional Services Provisioning Manager – No. CA 1996 – 2000

Managed Provisioning Team of 15 Project Managers, Software Engineers and End-User Trainers that implemented complex projects valued from $1 to $5 million per month for Enterprise Clients.

 Continuously achieved over 85% “excellent” Customer Satisfaction Results for the provisioning of large telecommunications solutions, including communications systems, unified communication systems and contact centers solutions.

 Responsible for resource management, employee development, revenue & budget tracking, and salary & compensation payouts.

 Supported pre-contract provisioning requirements for Sales Teams helping to close deals. This included RFP, on-site customer consultation, configuration design review, project scoping, and project timelines.

 Recognized as a Top 20% performer and participated in Lucent’s Achievers Club for 4 years

Lucent Technologies Inc - Senior Technical Project Manager – San Francisco, CA

Local and national Project Manager leading an average of 4 complex and strategic telecommunications implementation projects per month, with annualized revenue of $5 million per year for enterprise clients.

 Developed project scopes, objectives and project schedule by consulting with sales teams, technical teams, project teams and client owners for overall support of voice and data communication projects.

 Achieved 90% on-time schedule and met costs within 5% of budget results based on effectively coordinating interactions between clients, project team, manufacturing and 3rd party vendors.

 Achieved Lucent Technologies’ Project Management Certification

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