Summary
Overview
Work History
Education
Skills
Websites
Personal Information
Awards
Certificates Boards
Professional Highlights
Timeline
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KAREN TORRENTI

KAREN TORRENTI

Summary

Proven leader in account management and customer relationship development, driving business growth through effective team leadership and product strategy. Expertise in operational excellence and collaboration with executive leadership to enhance performance. Strong background in training and employee engagement, resulting in improved team morale and productivity. Demonstrated success in implementing innovative solutions that streamline operations and elevate quality standards.

Overview

6
6
years of professional experience

Work History

Senior Director Partner Success

LYTX, INC
07.2021 - Current
  • Spearheaded Go to Market (GTM) strategies with an OKR Strategic Framework initiative
  • Collaborated with Product Marketing, R&D, Technical Account, Technical Support and Sales/Marketing Teams to drive customer adoption and enablement for over 120 partners globally
  • Led a team of 13 PSM’s in 3 regions - NA/Canada, EMEA, and LATAM
  • Launched with top 20 partners impacting Average Recurring Revenue (ARR), strong partner retention and increased sub activation that grew our business while churn remained flat at 7.4% in 2024
  • In less than 4 years, built a global team while impacting satisfaction scores each year by a 2% improvement
  • Developed a PSM Hub as a global collaboration tool that onboarded new employees in less than 60 days, increased the PSM response time and a 20% productivity improvement for best-in-class partner support
  • Utilized sales enablement tools, product webinars, API developer portal awareness and Device Health KPI’s that reduced time to market from months to weeks
  • In a four-year timeframe, sales revenue impacted YoY of 30% growth and a 54% YoY growth in 2024

Senior Director Sales Enablement and Training Operations

COMMSCOPE (Acquired ARRIS)
08.2019 - 07.2021
  • Company Overview: Telecom
  • Supported the M&A activities of ARRIS and Motorola Transition to one team while conducting product rationalization efforts to help consolidate profitable product lines
  • Launched 3-month engineering series globally on consultative selling
  • Increased productivity by 30% by up-skilling leaders, sales managers, engineers and front-line Go to Market Teams on selling in a global virtual world utilizing thought leadership series and E-Learning webinars across all regions
  • Transformed the Customer Experience Teams with a global training program for over 115 agents on Customer Excellence
  • Developed $1M global sales enablement program for 2,200 sellers, partners and marketing teams on the Service Provider and Enterprise Vertical Markets for CommScope, ARRIS and Ruckus Brands
  • Championed a Digital Asset Repository initiative on a sales/marketing search engine hub for sales content and marketing assets with a 20% increase in utilization by marketing and sales
  • Supported Product Marketing in developing collateral addressing specific customer needs, ensuring alignment with industry trends and customer challenges
  • Achieved 100% buy-in and participation
  • Telecom

Senior Director Channel Partner Sales Operations | Senior Director Business Operations | Senior Director Strategic Business Development | CCOR: Director Strategic Account Management

ARRIS (Acquired CCOR)
  • Company Overview: Telecom Supplier
  • Led the M&A transition of Motorola a Google Division to ARRIS
  • Conducted in-depth research to refine GTM strategies across various global markets by upskilling all Teams
  • Managed Global Channel Partners on requirements and assuring 100% compliance in the partner sales program
  • Produced comprehensive white papers, technical bulletins, manuals and tech pubs
  • Led a Supply Chain initiative on purchasing customer owned headend equipment and consumables resulting in cost savings of 20% In the first 12 months for a “Head End in a Box” in the telecom market impacting Time to Market delivery
  • Used creativity for a solution that increased sales and market reach
  • Achieved the sales target of $1 Billion annually including the Ruckus integration of the new Wi-Fi Product Line and New Product Introduction (NPI) roadmap
  • Developed benchmarking and key performance indicators (KPI) to manage the partners compliance and contract renewal
  • More than 80% of Partners achieved revenue targets, technical requirements, SLA, and engineering labs with a 95% annual renewal rate
  • Headed up numerous process improvement initiatives saving ARRIS 20% in operating expense by eliminating technical manuals in the factory via QR Codes and digital support portal
  • Telecom Supplier

Project Director - Project Management Office | Project Director Middletown Norwalk Transmission | Core Process Manager | Project Manager Client Fulfillment Business

UNITED ILLUMINATING (Iberdrola Company - Acquired UI/Avangrid)
  • Company Overview: Electric Utility
  • Completed Middletown/Norwalk Electric Transmission Utility Project on schedule, on budget, and scored higher than National OSHA average on safety – 750K work hours with no lost time accidents
  • Project and Program Management: Managed project scope, schedule, and financial budgets for the Middletown/Norwalk Electric Transmission 3-year Utility Project
  • Successfully completed on schedule, on budget, and scored higher than National OSHA average on safety - 750,000 work hours with no lost time accidents
  • Multi-Year Capital Budgets: Managed 345 kV Transmission/GIS Substation, multiyear capital project with a budget of $320 Million, and a staff of 80
  • Led Black & Veach Engineering and Burns McDonnell
  • Asset to Rate Case: Key lead in the development and filing of the Transmission Cost Allocation (TCA) 12C Application, interrogatory and presentations to the Reliability Committee, Siting Council and ISO-NE on cost allocation local/regional recovery
  • Received 100% recovery with on budget achievement
  • Sarbanes Oxley & Regulatory: Interfaced with UI Executives, Internal Auditors, Department Managers, and PricewaterhouseCoopers on Sarbanes Oxley for all UI Business Units
  • I identified key controls, process gaps, and coordinated auditing activities to ensure a clean opinion on Sarbanes Oxley 404 Compliance
  • Process Improvement Champion: Developed a quality assurance call center program and streamlined call processing that lowered hold times and a high satisfaction score with customers
  • Project Manager for the cutover of the new CRM/SAP billing system for Client Fulfillment Business Unit on budget
  • Electric Utility

General Manager | Customer Service Manager | Marketing Manager

COMCAST CABLE
New Haven
  • Company Overview: Telecom
  • Led marketing acquisition campaigns, telemarketing, new channel launches, Pay-Per-View, premium service upgrades, community events, and the $1.1 million marketing expense budget
  • Regulatory: Assisted Area Vice President in PURA regulatory escalated issues, compliance, interrogatories, and franchise renewals in CT and NJ Territory for 1.2 million customers
  • P&L and Operations: Led three cable operations in CT consisting of 300,000 customers, eight municipalities and $140 million in revenue
  • Directed the Marketing, Finance, and Engineering Teams of 120 Plus employees
  • Led Franchise Renewals for multiple territories and built relationships with regulatory teams
  • Results and Impact: Developed and implemented long-term business plans with primary focus on increasing market penetration, relaunching existing services, and launching new products
  • Achieved financial objectives of 13% cash flow growth with P&L responsibility
  • Cross Functional Leadership: Led marketing acquisition campaigns, telemarketing, new channel launches, Pay-Per-View, premium service upgrades, community events, and the $1.1 million marketing expense budget
  • Call Center Operations: Led a full-service call center of 120 agents with 8 supervisors for operations and collection fulfillment
  • Hired, upskilled and aligned all staffing efforts to a quality offering for the franchise
  • Ensured quality customer service on all inbound calling activity, which resulted in an 85% service level and a quality assurance score of 80%
  • Telecom

Education

Master of Business Administration -

Rensselaer Polytech

Bachelor of Science - Business Administration

University of New Haven

Skills

  • Salesforce
  • Client Success
  • Account Management
  • Business Development
  • CRM Tools
  • Contract Management
  • Client Relationships & Retention
  • Contract Reviews
  • Renewal Cycles
  • Performance Reporting
  • Account Strategy
  • Project Management
  • Issue Resolution
  • Process Improvements
  • Strategic Initiatives
  • System Integrations
  • New Client Pitches
  • RFP Support

Personal Information

Title: MBA, PMP

Awards

  • Crossing the Chasm Applauz Award - Lytx
  • SCTE Chapter Leader of the Year - SCTE National Award in Telecom Engineering Community
  • ARRIS Trailblazer Award - AWBN Mentoring Program Development and Global Implementation
  • ARRIS Star Award - Sales Training Program for the HFC Access Technologies Academy
  • The United Illuminating CEO Chairman’s Award - Sarbanes Oxley Implementation
  • Comcast Cable “Circle of Success” Award - Customer Recovery Program

Certificates Boards

  • Process Master - Hammer Institute of Boston
  • PMP - Project Management Professional - Project Management Institute (PMI)
  • Half the Sky - Leadership Program - Program for Executive Leaders in Technology
  • WICT- Women in Cable Telecommunication - Executive Member
  • SCTE - Society of Cable Telecom Engineers - President and Chairman of New England Chapter Board
  • AWBN - ARRIS Women’s Business Network - Board Member
  • Betsy Magness Leadership Institute (BMLI) - Cohort Graduate Women in Technology
  • CT Chamber of Commerce – Volunteer Member
  • American Red Cross – Supporting the Board Members on Analytics & Board Member Initiatives

Professional Highlights

  • Led the strategy and development of internal systems and tools called the PSM HUB ensuring internal teams have the best tools to drive efficiencies and deliver exceptional customer support at Lytx.
  • Worked closely with Product Marketing, Sales, and Customer Support teams to identify pain points and opportunities for improvement.
  • Led technology transformation initiatives, partnering with engineering to build scalable, user-friendly AI solutions that streamline workflows and continued growth.

Timeline

Senior Director Partner Success

LYTX, INC
07.2021 - Current

Senior Director Sales Enablement and Training Operations

COMMSCOPE (Acquired ARRIS)
08.2019 - 07.2021

Senior Director Channel Partner Sales Operations | Senior Director Business Operations | Senior Director Strategic Business Development | CCOR: Director Strategic Account Management

ARRIS (Acquired CCOR)

Project Director - Project Management Office | Project Director Middletown Norwalk Transmission | Core Process Manager | Project Manager Client Fulfillment Business

UNITED ILLUMINATING (Iberdrola Company - Acquired UI/Avangrid)

General Manager | Customer Service Manager | Marketing Manager

COMCAST CABLE

Master of Business Administration -

Rensselaer Polytech

Bachelor of Science - Business Administration

University of New Haven

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KAREN TORRENTI