Experience

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  Workday

  • Sr. Program Manager, Customer Success Enablement

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  Workday

  • Sr. Program Manager, Customer Success Enablement

    • 2020 - Present

    Design and implement M&A enablement strategies to ensure a smooth integration for the Customer Success Organization.▪ Design the plan for integrating M&A initiatives into the broader Workday enablement strategy.▪ Create documentation, current/future state process flows, change management and user adoption plans.▪ Drive the alignment of Customer Success enablement activities across Workday Core and current/future acquisitions.▪ Serve as feedback loop to understand CSM needs regarding enablement, training and learning.▪ Partner, advise and make recommendations on key decisions to ensure alignment and focus.

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  Adaptive Insights

  • Palo Alto, CA

  • Customer Success Operations Specialist/Program Manager

    • Feb 2018 - 2020
    • Palo Alto, CA

    The Customer Success team’s focus was to proactively guide customers to achieve their desired outcomes from Adaptive’s suite of cloud products. Idrove programs that leveraged technology and high touch connections with the customers, to enable a world class customer experience.▪ Co-led the transition of getting all Adaptive customers usage data into Gainsight. Prepared the org for the change, crafted the vision, implemented the change and held enablement sessions throughout the process.▪ Created and led the Planning Gainsight Advisory Council. Defined the team, roles & responsibilities, timeline, priorities, and measurements for success. Lead the change management process for prioritizing fixes, enhancements and new features. ▪ Served as the point of contact/subject matter expert to communicate to the team global change management efforts. ▪ Along with the VP of Customer Success, developed and analyzed important KPIs for the Planning NPS Survey which allowed for greater insight and predictive analysis.▪ Collaborate across teams, geographies and organizational levels to effectively manage CS initiatives

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  Bestronics

  • Engineering Change Analyst / Special Projects

    • Oct 2016 - Feb 2018

    Bestronics provides a wide range of manufacturing, engineering, testing and material/program management services for telecommunications, medical and scientific, instrumentation, industrial automation and power generation, capital equipment and material process industries. Reporting directly to the VP of Manufacturing with a dotted line to the CTO/EVP, I implemented and improved processes to ensure the integrity of production documentation and workflow.▪ Managed and Lead the Doc Control team that guides and supports Engineering, Manufacturing, Purchasing, Quality and Program Management to ensure that initial release and change ECOs conformed to quality, configuration management, and document control standards.▪ Analyzed and improved existing methods to promote operational excellence through standardization, improvement, simplification, discontinuance, or other methods.▪ Partnered with the CTO/EVP and Dir. of Business Development to improve the sales operations process and provide insight into areas for improvement, process optimization and data & analytics.

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  PayPal

  • San Jose, CA

  • Business Operations Manager - Product Operations

    • Jan 2012 - May 2015
    • San Jose, CA

    Focused on the pursuit of operational excellence, which among many things, includes increasing resource leverage and elevating financial discipline across all areas of Global Product & Experience. Ensuring alignment to strategic objectives and evolving and optimizing the financial operating rhythms across the GP&E portfolio [Consumer, Business, Design and Analytics] . Served as a thought partner and liaison to the executive team by providing insights and recommendations for their business team. Solve for operational gaps to create global operational leverage.▪ Improve the operational systems, processes and policies in support of organizational goals and global strategy▪ Play a role in long-term planning, including initiatives geared toward operational excellence▪ Manage overall budget and headcount in coordination with business leads▪ Manage and increase the effectiveness and efficiency of the BU, through improvements to each function as well as coordination and communication between support and business functions.

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  NearbyNow

  • Director Of Client Services

    • 2009 - 2010

    NearbyNow developed a technology platform for mobile shopping that allows shoppers to find the products from their favorite magazines/brands. We white-label this technology so that clients such as Nike, Estee Lauder, Seventeen, Cosmopolitan, Brides, GQ, Redbook and Runner's World can launch iPhone/iPad/mobile applications with no coding required. Consumers can find any brand, product, or sale near them at any time and put items on hold to try on and purchase. You can also advertise to mobile shoppers using those Apps.▪ Provide solutions and resources for pre- and post-sales support.▪ Collaborating with executive team members to determine and prioritize business strategies.▪ Manage and Provide guidance to the Client Service Managers and work closely with the CEO and Executive Team to ensure that expectations are properly set. ▪ Listens to the voice of the customer and provide insights and analysis to Product Management and Engineers regarding improvements ▪ Partner with Operations Manager on Data Analytics

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  Ernst & Young

  • Manager, Creative Services

    • May 2004 - May 2009

    Financial and operational responsibility for the Creative Services Group, within the Enterprise Support Services Group, for the San Jose, San Francisco and Pleasanton office. Responsible for the development and management of Customer Support Managers, Graphic Designers, Word Processors, and Document Specialists. Partnered closely with Business Development and Marketing to ensure RFPs, sales materials, advertising and marketing campaigns were appropriatley created.▪ Co-led the restructuring, development, and implementation of an area workflow model for all the Pacific North West offices to improve workflow processes.▪ Collaborated cross-functionally with Sales, Product Management, Marketing and other key stakeholders to help drive positive change for the business and deliver an improved customer experience.▪ Partnered with Communications and Events team when planning large office events or initiatives.▪ Leader of the EY South Bay Community Services program, heading up the management of all volunteer activities including Rebuilding Together, RAFT, The Leukemia & Lymphoma Society's Light the Night Walk, Second Harvest Food Bank, and others