Roberta Miller Martinez

Acted as a strategic advisor, leveraging data modeling for impactful business recommendations.

• Designed, built, and managed comprehensive project plans (scope, schedule, budget, risks).
• Established data points to track and achieve project/program outcomes.
• Advocated for supportability, quality, and customer experience across product development.
• Coordinated requirements and scope across cross-functional teams for project alignment.
• Monitored project execution and developed corrective strategies to address deviations.
• Delivered executive-level presentations and comprehensive status reports.
• Led Release Readiness projects and ensured lifecycle stage-gate readiness.
• Partnered with workstreams to set success metrics and execute strategies.
• Identified and mitigated risks in collaboration with workstream leads.
• Communicated effectively across various formats and audiences, including executives.
• Expert in Agile and Waterfall methodologies for managing complex projects.
• Advanced knowledge of business analysis best practices and documentation standards.
• Proficient in project management tools like MS Project.
• Mentored and supported 30 Product Team & Global Services employees to create strong workplace culture.
• Championed process improvements for increased efficiency, analyzing existing workflows and recommending enhancements.
• Delivered efficient project management by overseeing cross-functional teams and ensuring timely completion of milestones.
• Fostered strong relationships with stakeholders, effectively communicating progress updates and addressing concerns promptly.
• Negotiated contracts skillfully with external service providers securing favorable terms that contributed positively towards company profitability.
• Developed comprehensive documentation for technical projects, including requirements specifications, design documents, user guides, and training materials.

• Successfully managed team of global support engineers, ensuring timely and effective resolution of customer issues while maintaining high levels of customer satisfaction
• Developed and implemented new processes and tools that improved support efficiency, and increased customer retention rates
• Led cross-functional projects with product development, professional services, sales operations and sales teams to identify and address recurring customer issues
• Conducted regular training sessions for support team members, improving their technical skills and knowledge of company products and increasing their ability to provide high-quality support to customers
• Established KCS system to ensure Knowledge Article creation to address common customer problems
• Provided escalation & incident management
• Developed an on-call program to achieve a global coverage model
• Developed and executed a comprehensive training program for new hires
• Collaborated with cross-functional teams to identify and resolve complex technical issues

• Collaborate with business leaders and other key stakeholders to ensure solutions address business needs while accommodating for business constraints
• Focused on gathering business requirements and responsible for designing and building of process documentation for key post-sales business units (Support, Customer Success, Training, and Strategic Account Management)
• Responsible for knowledge management program, coaching, and training internal teams on newly established processes or existing procedures
• Responsible for mapping customer journey process and defining strategic customer success process
• Acting as a customer success manager, guiding customers through significant service milestones such as onboarding, tech Q&A, upgrades, new releases, and new features
• Consistently update internal documents with customer's business objectives and any metrics that define success for customer
• Responsible for knowledge transfers that benefit all customer teams
• Developed survey strategy gauge customer value throughout lifecycle
• Administrator of: PagerDuty, Monday. com, Smart Sheet, Siebel, SharePoint, Reporting

• Report directly to CEO, and execute vision for company
• Responsible for setting, leading, and developing all post-sales programs (Customer Success, Helpdesk, Training, and Enablement)
• Lead operational programs, projects, and initiatives that contribute to driving business growth
• Escalate high visibility cases with internal departments to ensure proper management and departmental involvement and awareness
• Development and maintenance of sales training program for resellers
• Responsible for the development and maintenance of the Support Desk (Fresh Desk) including the knowledgebase & support manual), created all support processes, and trained all support and development teams
• Set up and administer Monday. com for internal and external company processes (Bug & Incident Tracking, Lead Generation, Project Tracking, CRM)
• Responsible for company communications throughout all channels leveraging the following tools: Active Campaign, Facebook, Instagram, and Fresh Desk

• Direct Management of Global Scheduling and Program Management team across multiple regions
• Project Manager of strategic projects to drive automation and simplify processes
• Project manager for M&A activity for presales and professional services
• Led company strategic project to replace in house scheduling tool with Salesforce FSL for scheduling presales resources, enabling teams to have more holistic account view when servicing customers
• Ability to analyze complex problems using data and, lead cross-functional teams to derive solutions
• Developed interim process for scheduling presales engineers through Salesforce for newly acquired presales teams
• Manage onsite/offsite technical and soft skill training and act as SME for corporate functions (sales kickoff)
• Includes all logistic coordination, vendor negotiations, financial approvals/tracking, attendee list maintenance, content coordination/storage/distribution, special event planning, and onsite training support
• Coordinate product boot camps that require onsite logistics, communication coordination with marketing, attendees regarding pre-requisites and boot camp objectives, and attendee registration

• Siebel & Salesforce administrator servicing the whole company
• Automate processes using Salesforce tools such as process builder, flow automation, validation rules
• Handled administrative functions such as: user maintenance, modification of page layouts, generation of reports and dashboards, creation of new fields, territory hierarchy, territory change management process, role hierarchy, training new users
• Project Lead for M&A activity for new users, data mapping and process mapping
• Project lead for strategic account hierarchy project within Salesforce
• Actively participated in Salesforce release project cycles with the development team (includes UAT testing, smoke testing, go-live validation)
• Developed and administered company global territory master that was used as a guide by sales, presales, sales operations, marketing, compensation, customer service, support, and management teams
• Built case management process inside Salesforce for CRM Admin team to move out of ITSM for ticketing
• Managed a team of sales associates responsible for quoting, end of month push to close orders
• Documented and standardized all sales processes
• Directed 15 - person team of customer service personnel while helping front-line team members work effectively with customers.