Kristin Thomas

M&A Integration & Operational Strategy

• Led the post-acquisition operational integration of Mandiant Order Management, defining foundational processes for SOW cancellations, credit/rebill procedures, and legacy term migrations.
• Developed and authored critical enablement documentation to standardize global workflows and ensure cross-functional alignment with business goals.
• Partnered with cross-functional teams to identify operational bottlenecks and implement systemic process improvements that enhanced overall business agility.

Product Readiness & Systems Integrity

• Directed Order Management User Acceptance Testing (UAT) for new billing capabilities and product launches, providing final sign-off for global rollouts and system functionality.
• Spearheaded the OMPF (Order Management & Provisioning) readiness strategy, defining complex provisioning requirements and automated workflows for new commercial models.
• Advised Product teams on new offerings, advocating for scalable discounting models over manual workarounds to maintain audit-ready operations and minimize manual intervention.

Revenue Protection & Lifecycle Management

• Resolved systemic invoicing and revenue recognition errors via weekly cross-functional reviews, directly improving the accuracy of the quote-to-cash lifecycle.
• Served as the senior escalation point for multi-million dollar billing disputes, resolving complex financial discrepancies while maintaining high standards of customer experience.
• Drove deal velocity and operational excellence by establishing daily syncs to manage aged cases, clearing backlogs through systematic accountability.
• Executed high-pressure End-of-Quarter (EOQ) "war room" strategies globally, facilitating collaboration between Sales and Order Management to maximize quarterly results.

• Global Operational Leadership: Oversaw regional cross-functional teams to align global booking processes with corporate growth objectives.
• Change Management: Steered the OM organization through a complex company divestiture and the subsequent strategic integration into Google Cloud operations.
• Operational Excellence: Implemented global best practices for order management, significantly reducing error rates and streamlining the booking lifecycle.

• Team Leadership: Built and led a high-performing order operations team; managed global hiring, training, and annual performance reviews for the department.
• Systems & NPI: Served as primary liaison for New Product Introductions (NPI); designed order workflows and led UAT for Oracle and Salesforce system enhancements.
• Revenue Partnership: Partnered with Finance and ISS to clear system errors and prioritize high-value deals during quarter-end, providing real-time status updates to executive leadership.
• Automation: Managed the FAST (Jira) pipeline for Order Management, collaborating with developers to design and deploy system bug fixes and feature enhancements.

• RMA Program Lead: Standardized and automated the Global RMA and Advance Replacement process, improving SLAs and training international teams on automated workflows.
• Process Documentation: Authored comprehensive training manuals and SOX-compliant documentation for booking processes, trade compliance, and license mechanisms.
• Subject Matter Expertise: Managed complex order types (evaluations, transfers, and renewals) in Salesforce and Oracle, ensuring 100% compliance with corporate guidelines.

*Promoted to Order Operations Nov 2015

• Managed the full order-to-delivery lifecycle for complex utility accounts using Oracle 11i; maintained a
• Facilitated weekly revenue forecasting and backlog reporting for executive leadership.
• Acted as Internal ISO Auditor and created SOX-compliant documentation for order management and RMA processes.
• Worked closely with the CFO and VP of Operations to review Utility activity.
• Maintained reports for Executive management to show weekly changes to Utility backlog.