JOAN CORTEZ
Coupeville,WA
Summary
Business management and operations professional with a strong background in designing reporting structures and governance models that improve decision-making clarity. Demonstrated success in driving accountability and enhancing visibility across cross-functional teams, resulting in increased engagement and reduced at-risk accounts.
Overview
9
9
years of professional experience
Work History
Consultant - Program Manager
Microsoft
Remote, WA
03.2025 - Current
- Designed the reporting structure for a seven-workstream Q5 planning initiative, giving leaders a consistent view of milestones, risks, dependencies, and toll-gate readiness across Account Integrity, Territories & Compensation, GTM, Portfolio Management, and Landing workstreams.
- Facilitated weekly Rhythm of Business for Q5 Planning, consolidating updates across workstreams, maintaining executive reporting, and ensuring accountability among workstream leads and managers.
- Led post-event analysis for FY27 Landing by developing surveys, consolidating attendance and feedback data, and identifying a 23-point gap between perceived value and execution confidence that informed future content and reporting priorities.
- Established the Voice of CASA feedback process, turning fragmented community feedback into a centralized intake and tracking model that helped leadership identify recurring themes, prioritize actions, and inform FY27 planning decisions.
- Developed a centralized CASA Resource Hub that improved content discoverability and self-service, driving a 400% increase in page traffic and a 186% increase in engagement while creating a trusted source of truth for community resources.
- Expanded participation across Microsoft partner programs by identifying regional coverage gaps, improving contact-data accuracy to 80%, and providing analytics that surfaced participation and certification risks for program leadership.
Partner Success Manager
Zoom Communications
Remote, WA
08.2021 - 10.2024
- Analyzed performance across partner-managed and direct-managed customer portfolios to identify retention and expansion gaps, informing the business case for Zoom's Partner Customer Success Program and its incentive model.
- Supported development of NRR-based partner incentive program by collaborating with leadership, Finance, and Marketing to create sustainable engagement model for participating partners.
- Defined partner eligibility criteria by evaluating portfolio size, renewal performance, customer volume, and staffing capacity, ensuring participating partners had the scale and resources needed to execute the customer success motion effectively.
- Developed a global Partner Customer Success certification program, including qualification requirements, onboarding processes, evaluation standards, and operational readiness criteria.
- Evaluated partner performance against retention and customer-success benchmarks, using analytics to identify improvement opportunities and support incentive qualification decisions.
- Recruited and onboarded strategic partners across EMEA and the Americas, expanding program adoption and supporting some of Zoom's largest partner organizations.
Customer Success Manager
Zoom Communications
Manila, Philippines
07.2020 - 08.2021
- Managed a portfolio of 180+ SMB and Mid-Market accounts representing approximately $500K MRR, leading onboarding, adoption, retention, and business reviews.
- Conducted consultative business reviews aligning customer goals with platform capabilities, enhancing adoption and identifying expansion opportunities.
- Reduced at-risk accounts from 30% to 12% within six months through proactive portfolio analysis, customer engagement, and risk-mitigation planning.
Client Success Manager
SAP Concur
Manila, Philippines
10.2017 - 07.2020
- Managed a portfolio of 180 SME and Mid-Market customers representing approximately $500K ARR, delivering lifecycle management, adoption support, and strategic account reviews.
- Generated over $200K incremental ARR by addressing customer challenges, identifying expansion opportunities, and collaborating with Account Executives on growth initiatives.
- Achieved 110% renewal rate through consultative account management, proactive risk mitigation, and strong relationship-building with customers.
- Earned two President's Club awards as a top-performing contributor for exceeding customer-retention and revenue-expansion goals.
Education
Bachelor of Science - Management Accounting
Cagayan State University
PhilippinesSkills
- Rhythm of Business (ROB)
- Business Management
- Business Operations
- Program Governance
- Executive Reporting
- Executive Readiness
- Performance Management
- Stakeholder Engagement
- Change Management
- Business Planning
- Process Improvement
- Data Analysis
- Partner Operations
- Customer Insights
- Operational Excellence
- Microsoft 365
- SharePoint
- Power BI
- Salesforce
- Customer Analytics
- Project Coordination
Timeline
Consultant - Program Manager
Microsoft
03.2025 - Current
Partner Success Manager
Zoom Communications
08.2021 - 10.2024
Customer Success Manager
Zoom Communications
07.2020 - 08.2021
Client Success Manager
SAP Concur
10.2017 - 07.2020
Bachelor of Science - Management Accounting
Cagayan State University