Janet M. Herold

Led a global development and services support team to understand, rationalize and prioritize the application needs of the business from user story requirements through value realization, driving growth and improvement of the company's digital SaaS readiness.

• Enhanced system efficiency by streamlining IT processes and implementing automated solutions, achieving 50% reduction in customization.
• Led a team of IT professionals in the successful execution of major projects, resulting in improved business operations.
• Effectively managed scope creep by establishing clear boundaries on requested changes while keeping projects aligned with original objectives and budget.
• Developed and implemented IT policies and procedures, ensuring compliance with industry standards and best practices.
• Coordinated cross-functional teams in the development and launch of new technology initiatives, fostering collaboration across departments.
• Boosted customer satisfaction by overseeing responsive IT help desk operations and timely issue resolution.
• Spearheaded a successful digital transformation project that modernized operational workflows providing clear accountability, a simplified structure, and a unified sprint/release cadence with standardized metrics, resulting in accelerated delivery
• Collaborated with executive leadership to align departmental goals with overall strategic objectives, maximizing ROI on technology investments.
• Fostered a culture of continuous improvement by regularly reviewing and refining internal processes, resulting in ongoing operational enhancements.
• Interacted and negotiated with vendors, outsource and contractors to secure products and services.
• Guided organizational technology strategy and roadmaps, updating customers and senior leaders on progress and roadblocks.
• Reviewed and assessed architecture design, implementation, testing and deployment needs to identify project requirements and costs.

Managed a global team of resources providing IT development and services support to over 5,000 users within our SFDC platform and outlying applications. Strategic program leadership for roadmap activities tied to capability changes and alignment of cross-functional stakeholders.

• Achieved operational excellence by streamlining processes and implementing best practices.
• Implemented innovative solutions to overcome challenges, leading to enhanced productivity levels.
• Evaluated vendor offerings critically to select the most appropriate products and features for delivering desired results at optimal costs.
• Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
• Balanced competing priorities efficiently while maintaining focus on critical tasks requiring immediate attention.
• Demonstrated exceptional adaptability in navigating complex situations or rapidly changing environments with ease.
• Implemented and developed operational standards, policies and procedures.
• Effectively managed scope creep by establishing clear boundaries on requested changes while keeping projects aligned with original objectives and budget.
• Boosted team member productivity by enhancing performance monitoring, instituting motivational approaches and fostering a collaborative work environment.
• Developed proposals and presentations for internal and external audiences.
• Leveraged data and analytics to make informed decisions for planning department activities and drive business improvements.
• Successfully managed budgets and allocated resources to maximize productivity and profitability.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.

Managed the launch of Gainsight, a Customer Success application, across the various product CSM organizations. Oversaw all facets of the program including product requirements, prioritization, release cycles, services support, on-boarding, coordination of testing & training, vendor negotiations and management.

• Enhanced project visibility by establishing strong relationships with key stakeholders and provide regular status updates, leading to increased stakeholder engagement and support for program initiatives.
• Delivered high-quality results by setting performance metrics and monitoring progress against targets.
• Championed best practices in project management, fostering a culture of continuous improvement.
• Led change management efforts, supporting staff through transitions and promoting buy-in for new initiatives.
• Implemented agile methodologies into program management processes, increasing adaptability in dynamic environments.
• Utilized data-driven decision-making approaches to inform strategy development and optimize outcomes.
• Identified program obstacles and communicated possible impacts to team.
• Met with project stakeholders on regular basis to assess progress and make adjustments.
• Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure resulting in a $3.6M annual reduction of business expenses.
• Leveraged data and analytics to make informed decisions and drive business improvements.
• Planned, created, tested and deployed SDLC methodology to produce high quality systems to meet and exceed customer expectations.

Selected by the Separation Management Office Executive Team to manage the Security & Access activities tied to the separation of Hewlett Packard into 2 separate Fortune 50 companies.

• Established effective communication among team members for enhanced collaboration and successful project completion.
• Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
• Managed risk assessments and implemented mitigation strategies to minimize potential issues during project execution.
• Coordinated cross-functional teams and resolved conflicts, maintaining a positive work environment throughout the project lifecycle.
• Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
• Monitored project progress, identified risks and took corrective action as needed.
• Delivered completion of 420 test steps, executed by 15 different teams, 1 week ahead of schedule with no open defects.

Overall management of 40 resources located across 13 sites throughout Canada, US, and Latin America. Leadership of SFDC support on high volume issues including user setup & access, opportunity management, account & territory planning, partner support, mass data loading and lead management.

• Spearheaded a successful CRM system migration project that improved data accuracy, reporting capabilities, and overall efficiency within the department.
• Implemented training programs to enhance staff skills, leading to improved quality and higher customer retention rates.
• Collaborated with sales and marketing teams to develop new services offerings, driving business growth and diversification.
• Launched a leads assignment engine, improving sales assignment turnaround time by 6 days, with a 30% increase in marketing leads volume within 6 months.
• Analyzed performance metrics to identify areas for improvement, leading to more effective resource allocation and better overall results.
• Reduced employee turnover by creating a positive work environment with clear communication channels, regular feedback sessions, and opportunities for professional development.
• Established performance benchmarks for the team, motivating employees to exceed expectations consistently.
• Implemented best practices in workflow management to ensure timely completion of tasks without compromising quality or client satisfaction levels.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Launched quality assurance practices for each phase of development.
• Planned, created, tested and deployed SDLC methodology to produce high quality systems to meet and exceed customer expectations.

Managed a global team of resources driven toward release management and improved capability to support our stakeholder needs. This includes project management, testing, communications, training, on-boarding of new users and oversight of our system subject matter experts.

• Improved program efficiency by streamlining processes and implementing time-saving solutions.
• Managed cross-functional teams for successful project completion within deadlines and budgets.
• Developed strategic plans, setting clear objectives and achievable milestones for the team.
• Implemented risk management strategies to mitigate potential barriers to project success.
• Led change management efforts, supporting staff through transitions and promoting buy-in for new initiatives.
• Utilized data-driven decision-making approaches to inform strategy development and optimize outcomes.
• Engaged and worked alongside cross-functional stakeholders to manage strategic initiatives.
• Managed multiple strategic projects with numerous sub-projects or workstreams.
• Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure.
• Established milestones and objectives based on input from functional areas and stakeholders.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Leveraged data and analytics to make informed decisions and drive business improvements.
• Developed detailed plans based on broad guidance and direction.
• Launched quality assurance practices for each phase of development
• Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.