San Francisco Bay Area
Global Business Executive: Product & Services Marketing | Product Management | Global Service Strategy | Marketing & Program Leadership As a strategic, results-oriented Global Product Management Executive I bring 25 years of expertise driving revenue growth for services organizations. I am a professional, approachable and loyal leader and change agent respected for consistently delivering new, profitable, technology-based services/solutions tightly mapped to clients’ needs while ensuring alignment with the corporate mission and strategy. My strengths include directing strategy and portfolio management for five fast growing, high-margin Global Services businesses. As an inspirational cross-department manager, I bring proven success leading through change, driving creative strategy, and generating sales opportunities. Additionally, I offer subject matter expertise in strategic enterprise to small medium business product management, marketing, and team development in this fast moving software industry.
In this role, I provided executive-level leadership and technical product management for a 37-person team across all aspects of Customer Success Services, Consulting Services, Education Services, Managed Outcomes, and Support Services. I liaised with product experts, product managers, and service delivery teams to provide go-to-market strategies and launches. Additionally, I developed and maintained a services portfolio to support products and service offerings. -Spearheaded the structuring and re-establishment of a Services Product Management team focused on launching business and customer support products, securing added revenue to enterprise bookings. -Proposed and deployed New Business Critical Services program, offering businesses 24/7 access to a designated services expert for technical support, rapid response, proactive planning, risk management, and regular maintenance. Program generated eight-consecutive quarters of YOY growth, securing 59% annual gross margin. -Led the strategy and execution of the Customer Success Services launch, a ground-breaking industry initiative and now an industry standard. Developed and implemented first comprehensive Support Services Packages to meet client’s educational service needs. -Drafted proposal and earned approval to continue Managed Services Offerings, initiating project re-launches with new pricing and updated marketing collateral; products now being leveraged within the new VERITAS company strategy. -Industry expert and speaker on customer success services at a variety of business meetings, events and conferences.
In this position, I directed a team to develop, manage and execute the lifecycles of an $800M services and product portfolio from concept to completion for all aspects of Customer Success Services, Consulting Services, Education Services, Managed Outcomes, and Support Services. - Formulated the Go-to-Market (GTM) offering and oversaw three Managed Service offerings, including Managed Backup Services (MBS), and Managed Enterprise Vault (MEV) programs ultimately reducing client complexities while increasing annual revenue 30%. - Consolidated the time from conceptual level of strategy to the delivery of concrete and tangible product vision by initiating and implementing agile PLC processes and Plan of Record across all managed categories. - Dramatically increased service levels, satisfaction, retention, product loyalty and new orders by directing a team to manage the evolvement of 27 Information Management, 45 Information Security, and 34 User Protection service offerings.
I was promoted to lead the Global Product Management division for Symantec including heading all aspects of corporate marketing and program management. I directed a team of 10 with responsibility for a $3M budget. I also devised and executed a new product and service growth plan including managing all service launches. Facilitated leadership and customer round tables. -Selected to lead global service’s communications and marketing integration efforts for the fourth largest software company worldwide. -Managed 1,200+ unique education assets, 512 of which were created or redeveloped in 2014, including 26 new courses developed directly for major products. -Established a product lifecycle methodology and structured the PMO driving increased efficiency and revenue.
In this role, I effectively navigated and managed the Global Services Marketing effort through challenging service and delivery demands. I led a globally diverse seven-person team with responsibility for a $1.3 million-dollar budget. I also steered all aspects of internal and external corporate communications for marketing and product activities. -Created $200K/QTR in education revenue by building online education assessment tools for the sales organizations. -Set critical priorities, formulated a strategic sales and marketing plan, and executed all sales and delivery requirements.
Here I built the Education Marketing department from the ground up to support $150M business annually with responsibility for a four-person team and accountability for a $500K budget. -Credited with generating annual revenue of $300K and a pipeline of $30K, as well as increasing overall response rates, with the launching of new quarterly education campaign plans and processes, including e-Library offering. -Developed/leveraged a client segmentation strategy driving relevant product and services campaigns generating sales and brand awareness.