Beth Holman
Summary
Collaborative leader dedicated to enhancing customer experiences through value realization. Dedicated to building and maintaining stakeholder relationships while streamlining operations to decrease costs and promote organizational efficiency.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Sr Manager Biz Strategy & Ops - Customer Success
Zebra Technologies
07.2022 - Current
- Lead GTM business strategy within the global Customer Success and Services (CS&S) organization (15+ product families/1500+ employees) bridging together business goals, customer strategy and individual contributor needs to drive customer expansion and retention
- Define and own key transformational initiatives from conception to implementation, including customer success platform program (Gainsight), increasing NRR by 10% YOY
- Manage and identify key customer experience, business operation activities and continuous improvement for the CS&S organization requiring cross-functional alignment with Sales, Finance, Technical Support, etc.
- Key contributor to strategic planning including scope definition, roadmaps prioritization, QBRs, project execution, budgets, and performance standards for CS&S organization
- Conduct detailed KSI analysis to uncover commercial opportunities, key outcomes and conversion
- Support global organizational change management efforts for CS&S org including impact analysis, stakeholder engagement and enablement decisions
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Oversee enablement of customer value realization and outcome achievement
Sr Manager Global Services Biz Ops
Baxter International
11.2021 - 07.2022
- Program lead for service business operations process optimization and standardization; drive change management and adoption; accelerate revenue
- Oversee the design and operationalization of business operations capabilities, including commercial strategy, fleet management, facilities management, rental/logistics and inventory forecasting - combined $400M revenue business
- Define, manage and measure org level OKRs and KPIs
- Provide thought leadership on large-scale, cross-functional internal and/or client-facing projects and build optimal solutions to drive business strategy and growth, including oversight of quote-to-cash transformation
- Plan strategic transformation required for the quote-to-cash process to award new business, recognize revenue faster, drive NPS and meet quarterly/annual business financial goals
- Increased customer satisfaction with timely project deliveries and seamless communication.
Manager, Service Operations
Hillrom Holdings Inc
08.2019 - 11.2021
- Establish frameworks and processes for standard operating procedures adhering to quality system and regulatory requirements
- Develop and execute strategic initiatives for system replacements (launched Mavenlink), customer implementation strategies, employee on-boarding and career pathing
- Prepare and administer annual operating budget for service department
- Direct oversight of customer resource allocation and capacity planning including roll out of resourcing tool, best practices, skills tagging and KPIs
- Develop appropriate measures and metrics to drive efficiencies within the department and client sites
- Management of vendors, contractors, and service providers
- Oversight of quote-to-cash process
- Management of department regulatory compliance
- Onboard new customers and contractors
Manager, Implementation Services & Ops
Voalte
02.2014 - 08.2019
- Oversee all aspects of client lifecycle including implementation services for digital health application and clinical workflow from pre-sale to kickoff and support and customer success transition
- Facilitate resource management including development of best practices, resolving barriers and KPIs
- Identify process and service improvement opportunities while driving growth and profitability
- Provide data analytics and status reports to ELT for client and internal projects
- Inspire and hold accountable cross-functional teams to meet project goals and internal initiatives
Multimedia Advertising & Sales Consultant
Observer Media Group
06.2013 - 01.2014
- Act as liaison to clients assisting with effective and innovative marketing ideas, exceeding revenue goals
- Grow market share and build customer relationships
- Complete projects within tight deadlines
Client Relationship Manager
The Title Group, LLC
03.2013 - 06.2013
- Managed a portfolio of key accounts, ensuring timely and accurate delivery of services and products
- Served as primary point-of-contact for questions or concerns from clients during ongoing projects
- Developed strong rapport with clients through consistent follow-up and attention to detail
Agency Sales Representative
First American Title Insurance Company
09.2010 - 02.2013
- Managed a portfolio of existing clients, regularly reviewing their needs and recommending additional services as appropriate, expanding market share
- Assisted management in setting sales targets and monitoring progress toward these goals throughout the year
- Negotiated contracts with clients, securing favorable terms for both parties while maintaining long-term relationships
Education
Bachelor of Arts - Communication
University of Southern Maine
Portland, MEAssociate of Arts - Economics
University of Southern Maine
Portland, MESkills
- Strategic Planning
- Program Management
- Change Management
- Reporting Oversight
- Public Speaking and Facilitation
- Process Improvement
Certification
Prosci - Organizational Change Management
Timeline
Sr Manager Biz Strategy & Ops - Customer Success
Zebra Technologies
07.2022 - Current
Sr Manager Global Services Biz Ops
Baxter International
11.2021 - 07.2022
Manager, Service Operations
Hillrom Holdings Inc
08.2019 - 11.2021
Manager, Implementation Services & Ops
Voalte
02.2014 - 08.2019
Multimedia Advertising & Sales Consultant
Observer Media Group
06.2013 - 01.2014
Client Relationship Manager
The Title Group, LLC
03.2013 - 06.2013
Agency Sales Representative
First American Title Insurance Company
09.2010 - 02.2013
Bachelor of Arts - Communication
University of Southern Maine
Associate of Arts - Economics
University of Southern Maine
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