Poonam Rouillard
Oracle
San Francisco Bay Area,CA
Overview
Leader with extensive experience steering High-Touch customer delivery and technical solution strategies at Oracle and Cisco Systems. Proven ability to bridge the gap between complex engineering systems and client success. Adept at cultivating high-performing technical teams, accelerating professional growth, and optimizing service delivery in fast-paced enterprise environments.
03+
Certification
20+
Years of experience
Work History
07.2025 - 09.20261 Year 2 Months
Senior Manager, Customer Success Services
Oracle | Redwood City, CA
- North American Lead for Situation Management in Oracle Customer Success Services (CSS) organization supporting CSS customers and the service delivery community.
- Theater Lead for the North America Escalations and Escalation and Incident Management supporting and monitoring outages for a service delivery workforce of over 12.5K and over 38K global enterprise customers across Oracle Cloud, Autonomous Database, and Software as a Service (SaaS) and Security operations.
- Led cross-department and cross-functional collaboration with AI & Automation Initiatives, building roadmaps and integrating AI tools and workflow automation to achieve a 75% reduction in Time to Resolution (TTR) for escalations and a 60% boost in internal team productivity.
- Exposure to LLMs
- Partnered with Executive Leadership, Cloud Operations, Support, Engineering, Sales, and Technical Account Managers (TAMs) and Customer Success Management (CSM) teams to rapidly resolve mission-critical pre-sales and post-sales escalations for strategic accounts
- Managed Internal Executive Communications to senior leadership on high-visibility escalations as well as provided weekly, monthly and quarterly escalation data analytics and key performance and health metrics to include customer risk factors and feedback mechanisms
- Architected & Facilitated Training Programs to coach and upskill cross-functional teams on escalation crisis response, mastering escalation frameworks, and adopting situation management tools
- Led formal communication incident briefings for major outages through incident monitoring, aligning stakeholder and stakeholder response, and decreasing Initial Response times by 30%
01.2012 - 07.202513 Years 6 Months
High Touch Operations Manager
Cisco Systems | San Jose, CA
- Customer-obsessed supporting premium Global Service Provider, Enterprise and Web customers, portfolio valued at $8M+
- Led a high-performing 26-member team, driving a 30%+ boost in department-wide productivity through targeted coaching and mentorship
- Secured an 80% renewal and retention while growing an $8M+ global strategic account portfolio across Service Provider, Enterprise and Web sectors, spanning all Cisco product lines incl. Working knowledge of Cisco Security Firewalls, ISE, Radius Security software, UCS and Contact Center
- Drove annual and quarterly OKR planning for a 26-member team, aligning short-term execution to long-range goals, achieved 100% attainment and ran executive business reviews with VP leadership on progress and risks
- Increased product adoption by 70% across strategic accounts by using health metrics and usage data to target onboarding, post-sales delivery, and reliability programs
- Led Quarterly Business Reviews (QBRs) and weekly cadence of calls with focus on customer health metrics and KPIs, CSAT, SLAs, Time to Resolution (TTR) to drive customer outcomes with clear customer communication
- Drove end-to-end risk mitigation plans for high-value, at risk and high-growth accounts by aligning cross-functional partners (Product, Engineering, Support and Marketing) around shared retention metrics
- Implemented triage workflows in Technical Support and Engineering, reducing mean time to acknowledge by 28% across 3 regions
- Standardized customer communication in incident updates and postmortems, improving first-response clarity by 20%
- Managed team performance by providing guidance on career development and operational excellence
06.2011 - 01.20127 Months
Business Analyst, B2B Partners
Cisco Systems | Milpitas, CA
- Provided Support for 1 & 2-Tier Partners including Resellers and Distributors on business processes
- Managed business process requirements for 1 and 2-Tier Partners (Resellers/Distributors), authoring Business Requirement Documents (BRDs) and driving stakeholder alignment for approvals
- Consolidated and analyzed operational data to formulate actionable strategies and recommendations aligned with business goals
- Translated technical design specifications into XML configurations utilizing RosettaNet standards
- Authored and executed comprehensive Quality Assurance (QA) and Business Acceptance Testing (BAT) plans; logged defects in defect management tool, collaborated with Development team on bug fixes, and verified resolutions
- Tracked system deficiencies, enforced project deadlines, and established meeting objectives to ensure seamless cross-functional execution of XMLs
03.2005 - 10.20061 Year 7 Months
Business Operations Manager, Advanced Services
Cisco Systems | San Jose
- BizOps Leader, managed cross-functional global relationships to align and optimize all components of the internal knowledge-sharing tool.
- Drove a 25% increase in productivity by applying DMAIC principles to identify process gaps, automate workflows, and map out improved business procedures
- Managed the full lifecycle of Business Requirement Documents (BRDs), driving technical reviews and securing cross-functional stakeholder sign-offs
- Owned the User Acceptance Testing (UAT) cycle, overseeing test scripts, environment setup, bug logging, and collaborative reporting with development teams
- Led the pre and post-launch support of an internal knowledge-sharing tool for 500+ users
10.1999 - 03.20055 Years 5 Months
Network Consulting Engineer
Cisco Systems | San Jose
- Performed analysis and diagnosis of complex networking problems and designs supporting top tier customers with a portfolio of over $800,000.
- Deep expertise in Routing, Switching, Wireless, and WAN technologies; specialist in Cisco IOS deployment and bug scrubs
- Experienced in proactive monitoring and network design, architecture, and performance engineering
- Co-developed Software Strategy services, improving software reliability by 30%, network efficiency by 40% and resiliency by 50% for key accounts across regions
- Spearheaded operational initiatives for continuous improvement that boosted customer satisfaction by 30% and productivity by 45%
- Founded a Soft Skills Team to train engineers in project management, presentations, and clear customer communication with clear feedback on improvements
- Drove a 40% improvement in tool enhancements and knowledge sharing with Sales and peer teams
- Delivered technical training and high-level escalation resolution for premium customers
10.1995 - 10.19994 Years
Technical Support Engineer
Cisco Systems | San Jose
- Delivered technical support to customers across WAN, LAN and Wireless Technologies
- Led 3 technical support teams in Technical Assistance Center (TAC) in Customer Advocacy supporting the resolution of high-priority, critical customer issues
- Initiated a peer case-review program for continuous improvement within the team improving resolution rates by 30% to their customers
- Partnered with Development, Escalations, and SMEs to lead technical knowledge-sharing and troubleshooting sessions for peers
- Accelerated team productivity by 70% and slashed time to resolution (TTR) by 40% by creating team web pages for technical documentation, FAQs, feedback process and troubleshooting workflows
- Partnered with Development engineering on customer repro steps and logs, accelerating issue turnaround by 23%
- Led a Soft Skills team to enhance clear communication to customers as it relates to written and verbal skills which was shared across different regions
Education
MBA | Technology Management
University of Phoenix | San Jose
University of Phoenix - San Jose
BS | MIS
San José State University | San Jose
San José State University - San Jose
No Degree | Project Management
University of California, Berkeley | Berkeley
University of California, Berkeley - Berkeley
Courses: Project Management
Skills
Certification
- Oracle Data Platform 2025 Certified Foundations Associate | Oracle | May 2025
- Generative AI Collaboration White Belt | Cisco | March 2025
- Advisory Board Member, Customer Experience | UC Irvine | July 2022
- ITIL Foundations v3 Certification | Cisco | October 2014
LANGUAGES
English
Personal Information
Executive Escalations & Situation Management Leader | Building High-Performing Teams | Oracle Cisco | Business and Technical Roots, Passionate About Responsible AI
Timeline
Senior Manager, Customer Success Services
Oracle
07.2025 - 09.2026Read more
High Touch Operations Manager
Cisco Systems
01.2012 - 07.2025Read more
Business Analyst, B2B Partners
Cisco Systems
06.2011 - 01.2012Read more
Business Operations Manager, Advanced Services
Cisco Systems
03.2005 - 10.2006Read more
Network Consulting Engineer
Cisco Systems
10.1999 - 03.2005Read more
Technical Support Engineer
Cisco Systems
10.1995 - 10.1999Read more
San José State University - BS, MIS
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University of Phoenix - MBA, Technology Management
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University of California, Berkeley - No Degree, Project Management
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