Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Naresa Hussaini

Sr. Strategy & Operations Program Manager
Palo Alto,CA

Summary

Experienced program and operations manager | Exceptionally skilled at planning, organizing, and delivering medium to large-scale, complex programs within tight deadlines | Proven success in strategic operational improvements and problem solving | Highly proficient in building lasting relationships with key decision makers, customers and team members to further company goals

Overview

12
12
years of professional experience
1
1
Certification

Work History

Sr. Strategy & Operations Program Manager

Atlassian
09.2022 - Current
  • Identified gaps across pre-sales to post-sales customer journey in partnership with Strategic leaders, forming new operations initiatives (Sales to CS handover, VOC improvements)
  • Implemented regional customer segmentation program in partnership with CS leaders, streamlining CS operations and improving customer experience
  • Implemented Customer Success lead generation capabilities in Gainsight & SFDC in partnership with CS leaders, increasing leads logged by 144%
  • Proposed CSM Spiff initiative to increase lead to opportunity conversion rate from 9% to 91% using cost-benefit analysis
  • Planned and delivered GTM program for product bundle offering, including internal operations & enablement, customer runbook, sales to cs handover, & reporting dashboard
  • Improved Voice of Customer process, reducing admin overhead by 20% to drive customer-centric focus
  • Designed and implemented change management process for customer success org to minimize disruptions and increase awareness of programs and operations
  • Driving Sales Operations program to migrate customers from current to new billing system with minimal data disruption, operational improvements and positive customer experience
  • Experience using Glean and Confluence AI for operational efficiency
  • Delivered strategic, revenue driving programs from ideation to planning, delivery, scale and optimization

Sr. Operations Project Manager

Palo Alto Networks
07.2020 - 09.2022
  • Developed and automated churn risk and customer usage reporting for early warning signs across Customer Success and Sales teams
  • Analyzed customer usage data and identified gaps, driving increase in CS first time to value Q/Q
  • Automated Sales to CS handover form and monitored results to continuously improve process
  • Developed KPIs and monitored CRM system for reporting and data validation to recommend CS improvements
  • Operationalized strategic Customer Success initiatives across Cloud & AI teams and CS Ops team, including customer account segmentation
  • Collaboration with Finance, Customer Experience team, Product, IT, and Sales to continuously improve customer experience
  • Launched digital Customer Success program, increasing Customer Success engagement from 5% to 95%
  • Implemented internal and customer facing automations in partnership with IT to scale CS organization
  • Launched 1:Many Customer Success events including office hours and webinars for scalable customer enablement
  • Designed Customer Success digital journey and published on Live Community in partnership with Community and Customer Success Engineering teams
  • Managed No Customer Left Behind initiative, increasing customer contacts by 15% for Customer Success digital engagements
  • Interviewed, coached and led Operations and cross-functional team members to enable their growth and facilitate collaboration

Project Operations Manager

Form + Field
08.2019 - 05.2020
  • Scoped and managed budget, procurement, operations, and project closure for medium to large commercial projects with over $300K budget and residential interior design projects
  • Managed daily team operations to ensure designers and projects were on track to meet company growth goals
  • Scoped and implemented operations improvement projects for Interior Design team, including performance data analysis, marketing plan effectiveness

Finance & Operations Manager

FOSSA
10.2018 - 08.2019
  • Directed day-to-day operations focused on attainment of key business metrics, continuous improvement initiatives, and reporting for C-Suite Executive team
  • Planned and executed company-wide office relocation, subleased previous office, managed space planning and interior design for new office, and negotiated with vendors to reduce project cost by 10%
  • Outlined work plans, mitigated risk, determined feasibility for project goals, requirements, resources, timelines and budgets, delivering projects within strict timeframes and budget constraints
  • Produced monthly invoices, generated reports, managed accounts payable, bookkeeping, accounting reconciliation, project cost & variances, forecasts, and recommended changes to reduce cost
  • Orchestrated successful marketing events, newsletters, campaigns and planned associated travel for all speakers and attendees, facilities and support services, resulting in 5% ROI
  • Established and administered annual budget with effective controls to prevent overages, minimizing burn rate by 4%
  • Protected company assets with strategic risk management approaches
  • Partnered with IT and Executives to develop robust financial business plan with detailed benchmarks and action plans

Administrative Assistant

Pathways Home Health & Hospice
10.2011 - 09.2018
  • Created daily reports to advise leaders on corrective actions and process improvements across 5 departments at 3 office locations
  • Streamlined office operations by effectively monitoring and addressing client correspondence
  • Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions
  • Interviewed and coached new employees on administrative procedures, company policies and performance standards

Education

BA - Business and Management

San Jose State University
San Jose, CA
10.2018

Skills

  • Strategic Program & Operations Management
  • B2B SaaS, Cloud & AI
  • Data-Driven Decision Making
  • Enterprise Customer Success Ops
  • Enterprise Sales Ops
  • Pre-sales & Post-sales Customer Journey

Certification

Certificate, Project Management Fundamentals - City College of San Francisco


Certificate, Introduction to SQL - City College of San Francisco


Timeline

Sr. Strategy & Operations Program Manager

Atlassian
09.2022 - Current

Sr. Operations Project Manager

Palo Alto Networks
07.2020 - 09.2022

Project Operations Manager

Form + Field
08.2019 - 05.2020

Finance & Operations Manager

FOSSA
10.2018 - 08.2019

Administrative Assistant

Pathways Home Health & Hospice
10.2011 - 09.2018

BA - Business and Management

San Jose State University

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Naresa HussainiSr. Strategy & Operations Program Manager