Summary
Overview
Work History
Education
Skills
CERTIFICATIONS
SOFTWARE
AFFILIATIONS
Timeline
Generic
Teresa Morris

Teresa Morris

Burlington,NC

Summary

Results-driven Global Services and Support Leader with a proven track record in crafting strategies and elevating operational efficiency by seamlessly integrating people, processes, and technology to deliver exceptional proactive and predictive support solutions. A visionary leader who fosters cross-functional engagement and aligns strategic business objectives to achieve desired outcomes. Experience developing an innovative approach to positioning Support as a differentiator while cultivating collaborative partnerships and forging strategic alliances within the customer and partner ecosystem.

Overview

22
22
years of professional experience

Work History

Sr. Director, Strategic Support Alliances

Cloudera, Inc.
, North Carolina
07.2024 - Current
  • Lead Technical Partner Support Programs and Support Account Management (SAM), driving the transformation of support into a strategic function. Focus on refining engagement by making customer interactions more structured, data-driven, and outcomes-focused through intentional relationship management, and alignment with customer goals.
  • Lead two high-performing teams, fostering a culture of innovation, continuous improvement, and collaboration. Empower teams to deliver exceptional service while maintaining operational agility, and adapting to evolving customer needs.
  • Design and scale innovative support models to meet the growing demands of Cloudera’s global client base. Ensure support capabilities evolve with customer expectations, driving sustainable growth, and enhancing service delivery.
  • Establish practices that facilitate the exchange of insights, best practices, and feedback across the partner ecosystem. Strengthen Cloudera’s position as a trusted, customer-centric organization by fostering deep, lasting partnerships, and expanding industry engagement.
  • Partner with senior leadership to align support strategies with corporate priorities, driving initiatives that support business growth, enhance operational excellence, and deliver measurable outcomes.

Director - Global Technical Partner Support

Cloudera Inc.
, North Carolina
01.2022 - 06.2024
  • Cultivated and strengthened value-driven relationships with key partners, delivering tailored solutions aligned with business objectives. Spearheaded the development and execution of global partner support programs, enhancing service delivery across all partner touch points, and elevating the partner experience.
  • Designed and scaled operational frameworks to ensure consistent, high-quality support across Cloudera’s partner ecosystem. Streamlined workflows to enhance global team responsiveness and drive operational agility, aligning support strategies with evolving partner needs.
  • Established and tracked KPIs and Critical Success Factors (CSFs) to measure and optimize partner support effectiveness. Leveraged data insights to continuously refine processes, driving improved service delivery, heightened partner satisfaction, and greater operational efficiency.

Sr. Manager - Technical Partner Support

Cloudera Inc.
, North Carolina
05.2019 - 01.2022
  • Directed a team of skilled Technical Program Managers, applying agile methodologies to drive rapid iterations and successful delivery of cross-functional initiatives, ensuring seamless execution across diverse partner profiles and organizational teams.
  • Pioneered remediation and cost optimization efforts, implementing structured partner management processes and policies that transformed underperforming partnerships into high-value relationships, driving long-term growth for Cloudera.
  • Led initiatives to simplify the partner support experience through support automation, system enhancements, and integrated tools. Reengineered engagement models to streamline support activities, and significantly improve case quality and efficiency.
  • Enabled partners with the necessary knowledge, skills, and abilities (KSAs) to excel in support engagements by implementing targeted training programs and enabling technologies that elevate partner competency and performance.

Program Manager - Partner Support

Cloudera
05.2017 - 07.2019
  • Executed Cloudera’s Partner Support program, enhancing support relationships and accelerating customer adoption of products and services.
  • Established tiered support policies, identifying key processes for continuous improvement in Partner Support Program.
  • Developed customized learning paths using case data, tracking progress to boost partner competencies and performance.

Manager - Customer Support Operations

NetApp Inc.
Research Triangle Park, North Carolina
04.2014 - 05.2016
  • Managed 24/7 global support operations, overseeing 65 insourced and outsourced employees. Streamlined service delivery, enhancing scalability, consistency, and responsiveness across regions, including secure U.S. public sector and commercial environments.
  • Established a robust service management framework, optimizing supplier performance, and ensuring compliance. Led quality initiatives such as automation, tooling, software subscriptions, recalls, and asset recovery, generating $3.5 million in savings.
  • Developed and executed strategies and project plans, driving a 60% improvement in operational performance through adherence to Service Level Objectives (SLOs), and implementing Total Quality Management (TQM) practices to elevate service standards.

Manager - Global Education Services

Netapp Inc.
Research Triangle Park, North Carolina
08.2012 - 05.2016
  • Global oversight of the training portfolio, encompassing the design and delivery of instructor-led training, e-learning, and virtual training programs. Conducted comprehensive research, analysis, design, development, facilitation, and content evaluation.
  • Led a global team of Instructional Designers and Trainers. Provided strategic insights and guided non-technical and technical training programs.
  • Implemented a thorough knowledge assessment system, including ongoing evaluation of employee knowledge and skills, as well as continuous evaluation of training program effectiveness.
  • Facilitated training reinforcement efforts to ensure the seamless integration of acquired knowledge and skills into daily activities, proactively addressing identified gaps.
  • Established the Customer Support Onramp Learning Program, prioritizing new hire learning preferences, and continually refining and improving content to rapidly elevate employee skill sets.
  • Designed and administered the Customer Support Community and Knowledge Management System, supporting cost-saving virtual collaboration initiatives across global Customer Support operations.

SAP CRM Training Program Manager

Netapp Inc.
Research Triangle Park, North Carolina
06.2007 - 08.2012
  • Oversight of the development and deployment of SAP CRM Training for 10,000 employees globally. This implementation was the largest complex technology project in NetApp’s history at the time ($50+ million investment across all workstreams).
  • Created detailed project plans with well-defined tasks, blueprints,milestones, client sign-offs and specifications which served as a primary communication vehicle for project progress, risks, mitigation plans and successes to NetApp’s IT Project Management Office..
  • Coordinated the achievement of key milestones by proactively tracking resource allocation, forecasting, metrics and project outputs of contracted Instructional Design staff as well as matrixed internal Subject Matter Experts.
  • Deployed and administered the highest rated online internal support community (SAP Central) designed to serve as post go-live support for internal users and capture valuable insights from usability data to drive future system enhancements.

Customer Support Team Leader

Netapp Inc.
Research Triangle Park, North Carolina
01.2005 - 07.2007
  • Managed technical support inquiries using advanced tools like AutoSupport and the NetApp Support Site, streamlining processes to ensure prompt and effective issue resolution.
  • Coordinated on-site parts delivery and engineer dispatches, ensuring timely execution and strict adherence to customer Service Level Agreements (SLAs).
  • Designed and delivered comprehensive new hire training programs covering Systems and Tools, Processes, and Soft Skills, driving workforce readiness, and enhancing the effectiveness of NetApp’s Global Support organization.

Sales Administrator (US Public Sector | Secure)

Cisco
, North Carolina
12.2003 - 01.2005
  • Identified trends in internal business data, delivering actionable insights for Sales Managers and VPs.
    Enhanced lead generation quality by managing relationships with third-party vendors through rigorous auditing.
    Aligned Salesforce optimizations with sales objectives by collaborating across cross-functional teams, improving public sector efficiency.

Education

Bachelor of Science - Business - Information Technology

North Carolina A&T State University
Greensboro, NC
05.2019

Skills

Customer experience strategy

Operations management

Program and portfolio management

KPI development

Strategic partnerships

Churn mitigation and revenue growth

Industry trends and AI initiatives

Process optimization

CERTIFICATIONS

ITIL 

Lean Six Sigma Yellow Belt
Lean Six Sigma Green Belt

Support Services Professional - Master Instructor

Instructional Design Models

CA-AM - Alliance Management

SOFTWARE

  • Learning Management Systems
  • Content Authoring
  • Social Media Management
  • Adobe Captivate
  • Camtasia
  • Articulate Storyline
  • Mindtickle
  • LearnUpon
  • HTML
  • JIRA
  • Tableau
  • Miro

AFFILIATIONS

NC A&T Alumni Association

Ladies of NC A&T

Women In Tech

Learning & Development Alliance

Project Manager Network

Project Management Institute

Tech & Services Industry Assoc.

National Society of Black Engineers

Technical Support Alliance Network

Association of Strategic Alliance Professionals

Timeline

Sr. Director, Strategic Support Alliances

Cloudera, Inc.
07.2024 - Current

Director - Global Technical Partner Support

Cloudera Inc.
01.2022 - 06.2024

Sr. Manager - Technical Partner Support

Cloudera Inc.
05.2019 - 01.2022

Program Manager - Partner Support

Cloudera
05.2017 - 07.2019

Manager - Customer Support Operations

NetApp Inc.
04.2014 - 05.2016

Manager - Global Education Services

Netapp Inc.
08.2012 - 05.2016

SAP CRM Training Program Manager

Netapp Inc.
06.2007 - 08.2012

Customer Support Team Leader

Netapp Inc.
01.2005 - 07.2007

Sales Administrator (US Public Sector | Secure)

Cisco
12.2003 - 01.2005

Bachelor of Science - Business - Information Technology

North Carolina A&T State University

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