Wendy Clarke
Summary
Dynamic leader with a proven track record at IBM, enhancing customer success and driving sales transformations. Excelled in leveraging sales strategy and execution alongside interpersonal communication to achieve significant improvements in operations and customer satisfaction. Skilled in cross-functional coordination and process improvement, consistently delivering results beyond expectations.
Overview
25
25
years of professional experience
Work History
Customer Success Manager - NA Customer Success
IBM
10.2022 - Current
- Support Americas VP, Customer Success by providing operations expertise including weekly forecasting and analysis to identify/address challenges and drive improvements in customer deployments.
- Be trusted business advisor for Americas VP, Customer Success and analyze applicable subject matter and provide advice and counsel on suggested actions to gap closer and improved results.
- Provide reporting for pipeline, forecast, opportunity identification, sponsored deployments, etc.
- Deliver weekly collateral for the Americas Customer Success sales leadership for internal and up line senior management business reviews.
Business Advisor - Cloud & Cognitive SW
IBM
01.2019 - 09.2022
- Owned the Incentive Plan Letter (IPL) process for NA Sales business units. Offered advice and counsel to all managers on quota and IPLs in conjunction with Finance & Operations, GSI (Incentives) and SW. Was focal point to ensure all IPLs were issued in each incentive cycle.
- Drove Go To Market (GTM), coverage implementation and analytics for Cloud and Cognitive SW including analysis of Above Market resources, analysis and projections, identify disposition of indirect (GDP) resources, Market alignment, coverage exceptions, client segmentation footprint, etc.
- Lead Net Promoter Score (NPS) support for Cloud and Cognitive (C&C) SW. Developed set of Operations responsibilities for C&C SW Operations to own in support of the NPS/Client Experience. Was NPS focal to Sustainability, Data & AI, and Security.
Sales Management & Transformation Advisor - SSW
IBM
09.2016 - 12.2019
- Owned the Incentive Plan Letter (IPL) process for NA Sales, Sustainability (formerly Internet of Things). Offered advice and counsel to all managers on quota and IPLs in conjunction with Finance & Operations, GSI (Incentives) and SW. Was focal point to ensure all IPLs were issued in each incentive cycle.
- Owned the Performance Pool Program (PPP) execution for NA Sales, Sustainability. This included validating correct Incentive Plan Letters (IPLs) were issued for all bonus plan sellers, establishing correct PPP pools, modeling sub-pool funding, and ensuring proper and timely payments.
- Led Resource Deployment Management tracking and analysis.
- Was NA Sustainability Advocacy Champion. Owned Client Experience Sales Transaction Surveys program. Increased the volume of survey responses to reach a valid survey pool size and, therefore, get statistically meaningful NPS data.
- Acted as Trusted Advisor to VP NA Sales, Sustainability and analyzed applicable subject matter and provided advice and counsel on suggested actions to improve performance. Additionally, assisted NA Sales VP, Sustainability with work items and projects not covered by other support groups.
Sales Management & Transformation Advisor
IBM
05.2012 - 08.2016
- Supported NA Sales VP, Security and NA Sales Director, Storage SW.
Operations Lead, WebSphere BPM Tiger Team
IBM
01.2011 - 01.2012
Program Manager - SOA Initiative
IBM
01.2007 - 12.2010
Operations Manager - CTO Office, Lotus
IBM
01.2000 - 12.2006
Education
Bachelor of Arts - Double Major, Philosophy & Romance Languages
Middlebury College
Middlebury, VTSkills
- Sales Strategy and Execution
- Performance Metrics and Reporting
- Program Management
- Interpersonal Communication
- Process Improvement
- MS Office
- Excellent Communication
- Managing Operations and Efficiency
- Attention to Detail
- Performance Tracking and Evaluation
- Written Communication
- Teamwork and Collaboration
- Cross-functional coordination
Accomplishments
- IBMer Appreciation Blue Points (2016 - 2024)
- Appreciation with Cash (2021)
- Global Markets Winner's Circle (2020)
- Together We Shine Blue Points (2020)
- Manager's Choice Awards (2016, 2019)
Timeline
Customer Success Manager - NA Customer Success
IBM
10.2022 - Current
Business Advisor - Cloud & Cognitive SW
IBM
01.2019 - 09.2022
Sales Management & Transformation Advisor - SSW
IBM
09.2016 - 12.2019
Sales Management & Transformation Advisor
IBM
05.2012 - 08.2016
Operations Lead, WebSphere BPM Tiger Team
IBM
01.2011 - 01.2012
Program Manager - SOA Initiative
IBM
01.2007 - 12.2010
Operations Manager - CTO Office, Lotus
IBM
01.2000 - 12.2006
Bachelor of Arts - Double Major, Philosophy & Romance Languages
Middlebury College
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