Monique Ludwig
White Lake
Summary
Strategic program leader with over 20 years of experience in global PMO transformation and AI-driven workflow automation. Expertise in developing scalable Success Programs focused on Customer Health, Cloud Deployment, and AI Innovation. Demonstrated ability to lead cross-functional teams, enhance partner ecosystems, and achieve significant business results in complex environments.
Overview
20
20
years of professional experience
Work History
Director of Global Services PMO
Best Practices and PMO
08.2023 - Current
- Led global team of developers and PMO professionals to implement AI-driven Success Programs for customer projects.
- Governed risk identification and complexity reviews for Promapp and Salesforce integrations, reducing project delays by twenty-five percent.
- Automated PSA workflows, achieving eight million dollars in annual cost reductions.
- Designed and delivered weekly QBRs and operations reviews with division president to establish KPI tracking.
- Mentored and upskilled new PMO staff through structured onboarding, coaching, and AI-enabled training modules.
- Owned SOX compliance, business continuity planning, and control certification processes across Services Organization.
- Customer PMO and CSA campaign for automation usage solutions
Senior Director
Customer Success, PMO and Best Practices
White Lake
09.2020 - 09.2023
- Company Overview: US
- Directed PMO and Best Practices functions supporting global cloud and software deployments for enterprise clients.
- Developed new innovative interactive practices to engage with clients both in CI/CD but also Customer Success Program
- Launched an AI-integrated resource management module with key partners, driving 30% improvement in utilization.
- Managed partner onboarding, contract negotiation, and outsourcing models across six global regions.
- Standardized repeatable governance and reporting frameworks, elevating client satisfaction scores by 15%.
- Oversaw financial planning and analysis for Professional Services Operations, aligning budget targets with strategic goals.
- US
Customer Engagement Senior Manager
Juniper Systems (HPE)
San Jose
08.2017 - 09.2020
- Company Overview: San Jose, CA
- Spearheaded PMO support for new product introductions, coordinating finance, legal, PLM, and executive reviews.
- Established CXO-level relationships to align service offerings with customer business objectives.
- Developed and managed partner management processes, ensuring consistent SLA adherence and performance metrics.
- Implemented data-driven reporting and issue resolution workflows, reducing escalations by 40%.
- Created and launched new Services Campaign
- New Services Introduction Lead for SDWAN
- Partner Management - contract management and onboarding
- San Jose, CA
Service Delivery Leader & Customer Success Manager
Cisco Systems
02.2014 - 07.2017
- Company Overview: US
- Revitalized escalated accounts, leading to double-digit margin improvements through upsell and retention programs.
- Designed and executed an executive escalation sponsor program, turning high-risk clients into sustained revenue streams.
- Led contract renewals totaling $28 M annually, negotiating deliverables and growth plans with C-level stakeholders.
- US
Business Development Senior Manager
Cisco Systems
01.2012 - 02.2014
- Company Overview: US
- Program lead for global cloud partner solutions, co-selling Cisco as-a-Service with DT, Telstra, and HP.
- Delivered three strategic partnerships with $100 M+ forecasted revenue, combining marketing, sales, and technical teams.
- Global Program Lead for six work streams including PMO, Go to Market, Business Case Development, Solution development and Sales strategy
Director, Enterprise Services & Solutions
HP (Hewlett-Packard)
06.2005 - 01.2012
- Company Overview: US
- Global Director of Data Center & Desktop Automation, implementing operating models across 20+ geographies.
- Negotiated license agreements generating $13 M in annual savings; led M&A integration for storage software acquisitions.
- Established portfolio management practices for HP software solutions and managed general motors account with CIO sponsorship.
- US
Education
Bachelor of Science - Business Administration
Central Michigan University
12.2000
Skills
- Strategic Leadership & Vision-Setting
- Project management
- AI implementation
- Risk management
- Compliance governance
- Customer engagement
- Process automation
- AI & Automation Integration
- Global PMO & Portfolio Management
- Customer Success & Health Metrics
- Change Management & Adoption
- Cross-Functional Team Orchestration
- Vendor & Partner Enablement
- Risk & Complexity Assessment
- Executive Communication & Reporting
- Performance metrics analysis
- Service level agreements
- Client retention strategies
- Verbal and written communication
- Team building
- Customer relations
- Skilled multi-tasker
- Microsoft outlook, word, and Excel
- Workflow management
- Customer relationship management (CRM)
- Cross-functional collaboration
- Marketing savvy
- Client relations and retention
Volunteer And Awards
- Volunteer, Michigan Animal Rescue League, 09/01/25, Present
- Fundraiser, House of Providence, 01/01/15, Present
- GM CIO Award
- HP Client Management of the Year
- Cisco CSM of the Year
Accomplishments
- GM CIO Award
- CSM Of the Year- Cisco
Timeline
Director of Global Services PMO
Best Practices and PMO
08.2023 - Current
Senior Director
Customer Success, PMO and Best Practices
09.2020 - 09.2023
Customer Engagement Senior Manager
Juniper Systems (HPE)
08.2017 - 09.2020
Service Delivery Leader & Customer Success Manager
Cisco Systems
02.2014 - 07.2017
Business Development Senior Manager
Cisco Systems
01.2012 - 02.2014
Director, Enterprise Services & Solutions
HP (Hewlett-Packard)
06.2005 - 01.2012
Bachelor of Science - Business Administration
Central Michigan University
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