Sara Ignace
Roscoe,IL
Summary
Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.
Overview
9
9
years of professional experience
Work History
Manager, Portfolio, Verticals, & Partnerships
CDW
08.2023 - Current
- Lead the Portfolio, Verticals and Partnerships team comprised of ServiceNow Portfolio Managers, Intelligent Platforms Vertical Leads, and Partner and Knowledge Management Business Analyst
- Responsible for all partnerships, Knowledge Management, Organizational Change Management (OCM), people & cultural strategy and execution, and onboarding and training for the Intelligent Platforms team
- Collaborate with sales, presales, delivery, and leadership to ensure the alignment of portfolio, vertical, and partnership strategy, GTM planning, and enablement
- Creation of a business plan model for each Portfolio Manager and Vertical Lead to create plans for their business and report on them quarterly, driving accountability, stakeholder alignment, and business results
- Deliver financial data metrics such as Commits, resource allocations, utilization and yield tracking for leadership tracking, accountability and business planning
- Responsible for KPIs spanning each portfolio and vertical including creating revenue targets, consistent tracking and reporting, and strategic alignment to overarching goals
- Manage the onboarding process, strategy, and experience for all Intelligent Platforms coworkers and subcontracted resources
- Provide oversight and strategic insight of the Knowledge Base containing all process, procedures, and documentation for Intelligent Platforms team
- Align and execute OCM process and strategy for all of Intelligent Platforms by collaborating with Senior Leadership to create strategic and individualize content and communication plans that is cascaded down to different parts of the business
- Lead quarterly Townhall meetings through content ideation and creation, alignment of leadership and presenters, and creation of communication plan and strategy
Solution Domain Manager, Enhancement Services
CDW
07.2021 - 08.2023
- Led the Enhancement Services team comprised of ServiceNow consultants, developers, and engineers-in-training
- Responsible for the career development of 70+ consultants focused on designing and implementing digital transformation strategies leveraging the ServiceNow platform
- Accountable for meeting $5 million revenue goal, maintaining customer satisfaction, developing future leaders within CDW, and driving cross-platform solutions
- Developed CDW’s first ServiceNow talent program for Associate Consulting Engineers (ACE), focused on technical and consultative skills to perform billable customer work, which has provided 60+ essential resources to date, for growing and scaling our in-demand practice
- Led the transition of ACE graduates to customer-facing billable work, which resulted in additional revenue of $3 million in 2022
- Collaborated with delivery and sales management for process improvements, customer outcomes, and future enhancements to better optimize our resources and GTM operations
- Managed customer support and escalations to maintain customer satisfaction scores and contract renewal rates and ensured proper governance and best practices were maintained
- Developed a process to align developer skills to the needs of customer contract, which resulted in the highest utilization rate of engineers in 2022 for ServiceNow Solutions with 95% of team achieving yield bonus
- Increased reoccurring revenue of Enhancement Services by improving the transition processes with CDW project teams at the conclusion of an implementation engagement, thus reducing downtime and/or customer lag to get operational
- Defined and optimized weekly automated reporting of in-flight engagements to ensure 200+ customers were provided with accurate and up to date usage/burndown of all activities and contracts
- Developed a program and process to utilize ACE resources partnering with senior consultants that led to a decreased dependency of subcontracted resources by over 80% and optimization of overall ROI on engagements
Sales & Services Operations Manager, ServiceNow Solutions
CDW
02.2019 - 07.2021
- Led the Sales & Services Operations team
- Responsible for contract creation and processing, RFP management, partner management and operations of the ServiceNow Solutions practice
- Accountable for resourcing all delivery coworkers (170+) for projects, entitlements, staff augmentations, and trainings
- Responsible for ServiceNow CDW internal and partnership communications and enablement’s
- Built the Sales & Services Operations team in 2019 by identifying areas of the business that needed support including Inside Sales Reps, Sales Operations Coordinators, Project Coordinators, and Resource Coordinators
- Drove the strategic direction of ServiceNow Solutions by serving on the ServiceNow Solutions Senior Leadership team
- Managed all onboarding for ServiceNow Solutions Sellers, Inside Sales Reps, and Sales & Services Operations team
- Aligned legacy CDW processes and standards to ServiceNow Solutions practice
- Led Integration for operational process of all ServiceNow Solutions M&A activity
- Increased efficiency and reduced timelines for operation processes, impacting sales and delivery
- Created and refined partnership process, alignment, and contracting for ServiceNow Solutions team
- Created a culture of excellence within my team to benefit our team, organization, partners, and customers
CDW Partner Manager
Aptris
07.2018 - 02.2019
- Responsible for building and maintaining the relationship with ServiceNow to drive revenue growth, develop joint marketing campaigns, and ensure training and certification programs where maintained
- Led the integration of four workstreams when Aptris was acquired by CDW in 2019, which resulted in uninterrupted project services to all Aptris customers
- Planned and coordinated customer events, sales booth, and sales lead generation strategies for the annual ServiceNow user conference (Knowledge) and the annual ServiceNow Sales Kickoff event
- Expanded the partner status with ServiceNow by aligning overall company strategy with ServiceNow priorities
- Maintained the ServiceNow partner portal data accuracy
- Managed project deployment record process and ensured that proper steps were taken to accurately represent the successes of Aptris
Executive Assistant to Aptris CEO
Aptris
07.2017 - 07.2018
- Responsible for managing the operations and activities for the CEO and Senior Leadership team, including communicating with external stakeholders, coordinating meetings and events, offering administrative assistance, and managing the office
- Project managed special projects for the CEO
- Led the integration of processes and systems for three acquisitions of smaller companies
- Managed all office and customer contracts
- Managed confidential information for the CEO as the business initiatives were planned and executed
- Ran the onboarding process for all new employees
Sales and Marketing Assistant
Aptris
02.2016 - 07.2017
- Responsible for assisting with market research, managing social media accounts, creating marketing materials, and developing sales and marketing campaigns
- Managed all contracts, including the redlining, legal, template creation and enhancements
- Created sales enablement, training and onboarding plan
- Created several key processes for scalability, including the customer contract process, RFP process, and the post-project review process
Education
Bachelor of Science -
University of Wisconsin, River Falls
River Falls, WI05.2012
Skills
- Team leadership
- Decision-making
- Staff training and development
- Task delegation
- Goal setting
- Complex Problem-solving
- Strategic planning
- Cross-functional teamwork
- Staff development
- Conflict resolution
Accomplishments
- Trailblazer Award Winner (2016, 2018, & 2022) - Three-time award winner for the organization’s top annual recognition. This award requires a nomination by coworkers and selection by leadership for hard work, dedication, and commitment to our success, culture, and core values.
- Vice Chair of Women’s Diversity Group - Selected by leadership to be the Vice Chair of CDW’s Women in Sales & Engineering (WISE) committee. This committee was a part of the Women’s Opportunity Network (WON) and was responsible for driving diversity, equity, and inclusion efforts for women in tech.
- Mentor and Advocate for Women in Tech - Participated in several panel events to share my professional journey to encourage, recruit, and coach female resources on their journey, focused on CDW’s DE&I initiative. Key focus to expand CDW’s brand internally and externally.
Timeline
Manager, Portfolio, Verticals, & Partnerships
CDW
08.2023 - Current
Solution Domain Manager, Enhancement Services
CDW
07.2021 - 08.2023
Sales & Services Operations Manager, ServiceNow Solutions
CDW
02.2019 - 07.2021
CDW Partner Manager
Aptris
07.2018 - 02.2019
Executive Assistant to Aptris CEO
Aptris
07.2017 - 07.2018
Sales and Marketing Assistant
Aptris
02.2016 - 07.2017
Bachelor of Science -
University of Wisconsin, River Falls
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