Rachel Wong
Daly City,CA
Summary
Experienced senior go-to-market technical program manager with a background in Customer Success, Sales, Deal Desk, Revenue Operations, Product Ownership, Project Management, Scrum, Agile, Waterfall, and hybrid project management methodologies. Having worked at the enterprise, mid-market, and SMB companies, I can bring experiences from all segment types to the next organization understanding what iterations to customer journey processes for intake and customer experience flows can take place for company efficiencies and revenue attainment. I emphasize on cross functional collaboration across senior leadership and delivery teams for continuous improvement in prioritization and execution.
Overview
12
12
years of professional experience
Work History
Sr. Manager Revenue Strategy (Post Sales)
ClickUp
01.2023 - 06.2023
- Managed revenue strategy & execution for ClickUp's post sales organization and retained $470k in annual recurring revenue (ARR)
- Researched, analyzed, and evaluated current & potential revenue opportunities, while developing strategies to sustain & improve retention
- Developed forecasting process proposal to determine impact of potential strategies for increasing ClickUp's overall retention rate across all segments
- Partnered with Business Intelligence & CS stakeholders to execute Account Health Scores calculated in Snowflake to Salesforce for Customer Success & Sales
- Collaborated with cross functional teams to dene & deliver improvement initiatives, driving revenue growth
- Developed & maintained key relationships with internal & external stakeholders to ensure successful execution of plans
- Monitored & reported on financial & operational performance metrics of ClickUp SMB renewals, providing insight into overall health of the business
- Generated insights & recommendations to senior leadership to support decision making & business optimization efforts
Sr. Technical Program Manager
ClickUp
05.2022 - 01.2023
- Developed and managed GTM program roadmaps, drove program launches, and executed go to market strategies where increased PMO maturity from Level 2 to 3 in first 6 months at ClickUp
- Led large-scale technical programs and projects in fast-paced go-to-market and Salesforce engineering environment completing 3-4 Sales projects per quarter
- Executed programs & projects such as Outreach iterations, product roadmap process improvements, Chorus updates, implementing contact tracking tool, and an extra large program, Sales Strategy Overhaul with projects including headcount, commissions, Salesforce hierarchy, territories, quotas, and market segmentation definitions
- Improved delivery team over capacity challenges with effective prioritization and proactive roadmapping to plan for future quarters shifting GTM away from on-demand planning
- Proven ability to effectively partner with key stakeholders, including Salesforce engineering, product, nance, business intelligence, sales, operations, and marketing teams, to deliver successful program launches
- Expertise in defining program and project specifications, developing project plans, and tracking progress against key milestones
- Used project management tool, ClickUp at ClickUp to maintain high level of visibility with project stakeholders and executive sponsors
- Managed project schedules, resources, project quality, stakeholder expectations and relationships, scope, and communications with reporting on project status and progress
- Demonstrated ability to quickly identify and resolve issues and risks and to escalate when needed
- Developed and delivered customer facing presentations to executive stakeholders (Directors and VPs)
- Excellent communication and interpersonal skills for working with cross functional teams and external partners
- Mentored and led team of junior program managers in PMO
Technical Program Manager
GoNimbly
08.2021 - 04.2022
- Managed successful implementations of multiple technical programs within Revenue Operations environment
- Collaborated with cross functional teams to dene program requirements, develop project plans, and coordinate milestone delivery
- Established culture of collaboration and trust between development teams and stakeholders to ensure program success
- Developed and implemented processes and procedures to ensure program alignment with organizational goals
- Created and maintained program documentation, including project plans, status reports, risk management plans, and requirements documents
- Monitored program performance and identified areas of improvement, while ensuring delivery of projects on time and on budget using project management tools (Asana, Monday.com, Google Sheets, and Airtable)
- Ensured compliance with project management best practices, standards, and procedures to ensure successful program execution
- Grew top account in portfolio from $60k ARR to $100k ARR after 6 months
Salesforce Project Manager (contract)
Aristocrat
03.2021 - 07.2021
- Managed Salesforce CRM quote to cash projects to improve current state to ideal state
- SFDC CRM quote to cash projects to improve current state to ideal state with automations, triggers, and data mapping
- Worked closely with business engagement managers and tech team (scrum master, tech architects, BSAs, and delivery manager) from project start to delivery
- Gantt charts using MS Projects and Azure DevOps for projects, epics, features, and user story management
- Used project documentations such as Project Charters, Business Requirement Documents, and project plans
- Process mapping for current and ideal state using LucidChart & Visio
- Managed project kick offs, steering committees, and workshops with stakeholders
- Created process for current state vs. future state
- Developed project plans and schedules that incorporated all stages of project, including design, development, testing, and deployment
- Collaborated with stakeholders and team members throughout project lifecycle to ensure objectives were met
- Developed and maintained project documents, including project charter, requirements, issue logs, and risk assessment reports
Salesforce Project Manager
Copado
05.2020 - 04.2021
- Identified areas of improvement for current Salesforce implementations and strategized solutions for quote to cash
- Led design and development of custom Salesforce solutions, leveraging complex business rules for Salesforce CPQ, Conga, 6Sense, Gong, and quote to cash tool
- Reduced Deal Desk order processing time from over 45 minutes down to 10-15 minutes with CPQ Phase 1 release
- Successfully managed relationships with key stakeholders, vendors and customers
- Developed requirements documents, user stories, test cases for test scripts, and other project artifacts
- Implemented process improvement and change management initiatives to ensure successful outcomes
- Utilized Salesforce best practices to optimize system operations and user experience
- Achieved project deadlines by coordinating with contractors to manage performance
- Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines
- Monitored project progress, identified risks and took corrective action as needed
- Tracked project and team member performance closely to quickly intervene in mistakes or delays
- Analyzed project performance data to identify areas of improvement
- Facilitated workshops to collect project requirements and user feedback
Sr. Revenue Operations Manager
Copado
01.2020 - 05.2020
- Managed and drove execution of all global deal desk operations including order processing, revenue recognition, billing, and collections
- Led Salesforce iteration project to replace legacy CRM system and increase automation of sales processes
- Analyzed customer data to identify trends and develop strategies to increase customer satisfaction and loyalty
- Manually created over 100 future renewal opportunities when quote to cash flows did not have any automations
- Strategic planning with VP of Revenue Operations of how to streamline opportunity splits between Sales and Customer Success for Expansion deals
Customer Success Operations Manager
Copado
12.2019 - 12.2019
- Built renewal processes to drive early and on-time renewals (increased renewal rate from 89% to 117% FY’19 to FY’20)
- Created and maintained Customer Success reporting dashboard in SFDC for executive leadership team
- Created training documents for sales and customer success
- Partnered with Sales Ops and released 6 user stories in Q3’20 to improve Customer Success internal processes
- Supported 17 sales and customer success representatives by developing process design using Lucidchart
Global Account Manager
Bullhorn (acquired Jobscience)
04.2018 - 12.2018
- M&A of Jobscience by Bullhorn 2018
- Lead and manage Jobscience processes for whole SMB and MM book of business
- Assist in working with TalentRover accounts
- Host bi-annual business reviews with up to $40k ARR and go through platform best practices for customer success
- Manage over 300 SMB to MM global accounts per year Assess and analyze data trends of both customer bases
Global Renewals Team Lead
Jobscience
10.2016 - 04.2017
- Managed global customer success team of enterprise account managers
- Achieved above company goal of 100.5% annual revenue retention rate
- Managed 273 accounts/year with total ARR of over $3M
- Increased company ARR retention rate from 80% to 86% in seven months
- Developed and implemented customer success team structure and operations
- Designed and maintained Salesforce reporting, forecasting, and analysis of team attainment quarter to quarter
Emerging Market Account Manager
Oracle
07.2015 - 10.2016
- Managed SMB database, middleware, cloud, and mobile strategy
- Lead generation working with greenfield accounts
- Onsite client meetings partnering with Sales Engineers and IT prospects such as Imgur and start ups developing Instagram shopping features and ads
- Closed $10k net new opportunity with Sales Engineer
Customer Account Manager
Marketo (Adobe)
07.2014 - 07.2015
- Managed business development for marketing clients
Renewals Manager
Salesforce
04.2012 - 07.2014
- Data.com and Data.com Connect SMB focus
Data.com is integrated on the Salesforce platform providing over 40 million - Business contacts and over 200 million business accounts from D&B (Dun and Bradstreet) gold standard data.
- UI developed for one-stop shop purposes and save manual labor time with auto-creating accounts,leads, or contacts directly into your Salesforce
- Help increase client adoption and improve ROI with how to best utilize what Data.com has to offer and provide to your finger-tips
SMB Web Advisor
Intuit
12.2011 - 04.2012
- Worked as SMB sales consultant for direct decision makers for financial solutions
- Sold DIY website building, SEO, PPC, and website domains for B2C customers
Inside Sales Renewals
Checkpoint Software
01.2011 - 12.2011
- Left on table renewals for SMB and Emerging Market Consistency in exceeding quarter quotas by average 125%
- Maintained 2nd place of closed tech support renewal sales Q1-Q3 attaining over 100% quota
- Generate 8-10 product leads per week on net new, existing, and lost accounts
- Product focus on network security with software blade architecture and hardware appliances
- Process each customer through channel with VARS and distributors
Use excel spreadsheets for metrics history, customer accounts and follow up Created and maintained relationships with customers, distributors, and resellers Focus on security support renewals for end users with expired and current quarter 70 to 80 outbound calls per day
Education
Concepts of Scrum (Disciplined Agile) -
PMI.org
Online09.2023
Project Management for Beginners -
PMI.org
Online09.2023
Six Sigma White Belt Certification -
Six Sigma Online
Online09.2023
Scrum -
Pluralsight
Online04.2020
Marketing
University of Berkeley Extension
San Francisco, CA03.2020
BA - Economics
University of California, San Diego
La Jolla, California06.2010
Associate of Arts - Business Administration And Management
College of San Mateo
San Mateo, California06.2008
Skills
- Strategic Planning
- Data-Driven Decision-Making
- Cross-Functional Collaboration
- Agile, Waterfall, and hybrid project management methodologies
- Salesforce
- Steer Cos for roadmapping
- Delivery Team Velocity Analysis
Hobbies And Interests
- Vinyasa Yoga & Meditation
- Barre
- Make Up Artistry
Timeline
Sr. Manager Revenue Strategy (Post Sales)
ClickUp
01.2023 - 06.2023
Sr. Technical Program Manager
ClickUp
05.2022 - 01.2023
Technical Program Manager
GoNimbly
08.2021 - 04.2022
Salesforce Project Manager (contract)
Aristocrat
03.2021 - 07.2021
Salesforce Project Manager
Copado
05.2020 - 04.2021
Sr. Revenue Operations Manager
Copado
01.2020 - 05.2020
Customer Success Operations Manager
Copado
12.2019 - 12.2019
Global Account Manager
Bullhorn (acquired Jobscience)
04.2018 - 12.2018
Global Renewals Team Lead
Jobscience
10.2016 - 04.2017
Emerging Market Account Manager
Oracle
07.2015 - 10.2016
Customer Account Manager
Marketo (Adobe)
07.2014 - 07.2015
Renewals Manager
Salesforce
04.2012 - 07.2014
SMB Web Advisor
Intuit
12.2011 - 04.2012
Inside Sales Renewals
Checkpoint Software
01.2011 - 12.2011
Concepts of Scrum (Disciplined Agile) -
PMI.org
Project Management for Beginners -
PMI.org
Six Sigma White Belt Certification -
Six Sigma Online
Scrum -
Pluralsight
Marketing
University of Berkeley Extension
BA - Economics
University of California, San Diego
Associate of Arts - Business Administration And Management
College of San Mateo
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