University of California, Berkeley

Senior Director of Marketing Operations at ServiceNow – The Enterprise Cloud Company

San Francisco, California, United States

- Lesson(s) learned: Focus on actions and insights. Don't just answer the "What", but more so the "So What" and "What's Next"?- Role & Purpose: set aggressive yet achievable marketing performance goals and provide reliable data driven insights at scale to senior leaders and contributors across the organization to inform activity plans and investment decisions.- X-Functional Alignment: ensure that marketing performance goals align with multi-year financial targets. Partner with Finance, Sales Operations, and IT on cross-functional dependencies that impact programs targeting, data quality, and tracking of return on investment.- Team: I’ve hired and/or mentored highly satisfied, high performing teams in USA and India, including both people managers and individual contributors.- Outcomes: Increasing pipeline generation relative to marketing spend, even as the latter gradually declines (as needed and expected) as a percentage of revenue.

ServiceNow – The Enterprise Cloud Company

Senior Director of Marketing Operations

- Lesson(s) learned: Appreciation for global teams and collaboration, and emphasizing the "win-win" in solving for shared goals and priorities.- Drove the Tier 1 project infrastructure builds of Enterprise Data Warehouse and Marketing database, integrating with Marketing Automation Platform (MAP), CRM, and ERP.- Managed multi-million dollar budgets for operations, infrastructure, and data acquisition. Achieved 2.5x complete contact profiles worldwide YoY, segmented by priority solution portfolios.- Drove implementation and adoption of self-service planning tool to enable marketers to size demand funnel volume and conversions required to meet pipeline targets.

VMware

Director, Global Marketing Operations

- Lesson(s) learned: My first experience as a people manager, emphasize trust and support. Escalate business impacts, not just the underlying technical issues.- Managed a team that served as the interface between finance and IT to support billing operations and reconcile problems in revenue recognition and deferred revenue reporting requirements.- Oversaw operations of Oracle Accounts Receivable and Collections and the delivery and testing of system enhancements. Reduced open service requests by 50% while using fewer IT resources.

VERISIGN

Senior Manager, Financial Systems

- Lesson(s) learned: focus on customer pain points and needs first and foremost, versus product capabilities and features/functions.- Managed $20M per year license renewal product line with ~250 active enterprise accounts. Supported sales team in winning a 7-figure license deal.- Supported field teams with sales and marketing materials, including product demos. Engaged with customers on escalated support issues and utilized cost-effective use of engineering resources as required to resolve.

Siebel Systems

Product Line Manager

- Lesson(s) learned: Appreciation for focus on usage and adoption of automated solutions and self-service dashboards.- Built automation solutions that enabled a staff of 3 people to effectively manage as many as 900 base-level partners during the peak membership period of the Siebel Alliance program.- Responsible for gathering and implementing Siebel Business Analytics requirements for Alliances organization, focus on partner marketing and partner influence metrics on pipeline.

Alliance Operations

- Lesson(s) learned: appreciation and respect for information security.- IT Client/Server application developer- Peoplesoft HR support- Extranet infrastructure maintenance & development -- SSL, x509 certificates

Federal Reserve

IT Project Consultant

- Lesson(s) learned: Gathering, maintaining, and enhancing company and contact data to solve for program needs and strategic priorities.- Federal Direct Student Loan program policy questions, training, and technical automation for servicing of student loans.- Developed and deployed an Access97 database application providing a central view of institutions, key contacts, and activities  to 50+ users in 12 regional offices + HQ in Washington DC.

Andrew Stevenson

Andrew Stevenson