Customer Onboarding and Program Adoption Manager

CISCO SYSTEMS

March 2006 - December 2014

• Successfully onboarded more than 10,000 global partners into the Cisco Service Partner Program. By providing strategic consulting, orchestrating internal resources and facilitating operational readiness for optimal customer adoption of Cisco offerings and solutions.
• Assigned 5 Large Enterprise accounts and guided them on how best leverage customer success resources and engaged with sales team to define a “get well’ plan to determined who needs attention, why and the proper course of action to drive success.
• Implemented a successful escalation support process that reduced customer onboarding tickets volume by 92% within two weeks. Achieved through conducting root-cause analysis, identifying and resolving program roadblocks and ensuring an outstanding customer experience.
• Improved the customer onboarding process by 125% compared to previous waves by implementing a voice of the customer framework that helped deliver customized training that accelerated customer’s value realization of their solutions/services/technology.