Description
SUMMARY of QUALIFICATIONS Twelve plus years of managerial experience, responsibility including but not limited to order management for new hardware purchases, new software licensing, and the renewal of license support contracts Fifteen plus years in customer support with expertise in customer service sales, technical support and account management with demonstrated partnership skills and cross-functional teaming across company organizations Excellent project and time management skills, with vast knowledge in purchasing, supply chain, forecast and planning Valuable finance operations experience achieved while engaged with a high-tech start-up silicon valley software security company and a high-tech lighting company for over two years Strong problem solving, decision making and priority setting skills Above average communication, business/data analytical and reporting skills * Extensive computer training including Microsoft Office Suite, PowerPoint, Visio, PeopleSoft, Oracle 11i, OM Management Module, Siebel, Networking, Netsuite 2016.1, SAP, EDI and Sales Force Managed, CALA & Japan * Created and implemented all order processing procedures and documentation for start-up environment for brand new order processing team * Defined and implemented process for our ELA & SLA licensing processes which established the groundwork for building and maintaining loyal customer satisfaction Managed a global team of up to (15) order processing reps responsible for processing all licensing product and service orders for North America, Canada and CALA, EMEA and Japan Managed and fostered the order processing teams' order processing growth of over 30K orders processed within a two-year period of time Represented Order Management as key steakholder for all project management activities involving order processing and related process improvements, to ensure that all customer delivery SLA's were being met and exceeded in a timely manner a team of (12) order operation reps responsible for processing product orders for North America Canada and CALA Managed all day-to-day issues and escalations relating to sales orders and customer accounts includng but not limited to all associated approvals and reporting and EMEA with average of $8.5M in renewals sales order revenue processed every quarter. This includes but is not limited to specific knowledge of software contract renewals and revenue recognition policies Managed all quote-to-cash and invoice processes relating to renewal order processing * Developed and fostered strong relationship management for VMware's Channel and Partner network for renewals order processing as well as provided proactive support for the Maintenance Renewals Sales and Finance Teams Created and implemented the Renewals Order Processing Workflow Training Document
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