Professional Resume

 www.linkedin.com/in/cindyholm


PROGRAM MANAGER/CUSTOMER SUCCESS EXECUTIVE


Specializing in Medical Devices, IT Solutions, Informatics. Resourceful, goal-oriented professional with an extensive track record of success leading account management, sales operations, and customer support functions for cutting-edge global technology firms.  Recognized throughout career for strengths in building trust with customer representatives, brainstorming creative solutions, ensuring successful product/solution delivery, and fostering long-term customer loyalty. Global experience, lived and work abroad, fluent in German.


INDUSTRY/PRODUCT TYPES WORKED WITH TO DATE INCLUDE:

Medical Imaging Equipment, Therapeutic Compression, Orthopedics, Diagnostic Systems / Devices; Big Data Solutions; HIT (Health Information Technology) & Informatics. Cloud Computing; Enterprise Software; IoT Appliances; IAAS/PAAS/SAAS Products. 


AREAS OF EXPERTISE:

Account/Relationship Management

HIPAA/Regulatory Compliance

Cross-functional Collaboration

User Training/Documentation

Proposals/Contract Negotiation

Consultative Solutions 

Partner Relations/Support

Customer Loyalty/Retention

Program/Department Relations

Technical Program Leadership

Process Improvement

Stakeholder Relations/Communications

 

HIGHLIGHTED ACHIEVEMENTS/CONTRIBUTIONS:


Identified, inspired and empowered cross-functional teams to adopt an Agile Kanban approach at Physio Control, resulting in reorganization of the sales support department, and sales support roles, during a divestiture.


Sold, serviced, and significantly expanded an account portfolio in WA, ID, and AK for a global medical products company, including managing clinical product training with C-level stakeholders.


Cultivated a pivotal B2B relationship with an industry-leading medical equipment company, Hologic, in addition to growing year-over-year business for Supersonic Imagine.


Built the Corporate Accounts department from the ground up at Ultrasonix/Analogic, in addition to being assigned by President of ATL / Philips as the first-ever Installed Base Market Manager at the company; enabled customer success increasing the company’s overall account footprint.


Served as an international liaison at tradeshows in Europe and across North America for numerous companies—developing collateral materials, empowering sales forces, and participating in business development and clinical product sales events with C-Level decision makers from around the world.


CAREER HISTORY / ACCOMPLISHMENTS:


MICROSOFT/C2S TECHNOLOGIES, Redmond, WA, August 2017

Partner Success Manager, Microsoft Power BI, (Contract)

Project managed Power BI team with Dashboard in a Day (DIAD) program of events.


MICROSOFT/JEFFREYM & ASSOCIATES, Redmond, WA, February–March 2017

Marketing Project Manager, Microsoft Azure Cloud & Adobe, (Contract)

Project managed partnership with Microsoft and Adobe for Azure Cloud consumption and SDLC optimization. Collaborated with multiple Microsoft Stakeholders to facilitate Cloud relationship with Adobe. Drove events, cross-functional team facilitation to leverage strengths between the two parent companies.


MICROSOFT/N3, LLC, Bellevue, WA, 2014–2016

Partner Opportunity Manager, Microsoft Azure Cloud DX (Developer Experience)

Engaged with C-level senior business and technology decision makers at customers and partners, articulating the business value of the Microsoft platform, jointly developing customer specific value propositions, identifying opportunities, and driving pilot projects; utilized innovative technologies, creating new business value for the customer/partner.

Azure DX sales team exceeded sales target, one month before Fiscal Year End 2016.

Enabled ISV Partners to successfully launch products and increase revenue streams by orchestrating technical and business resources. Recruited and onboarded new ISV's (Independent Software Vendors) and championed MS Partners, successfully building products, increasing consumption of Azure and MS SDLC solutions; facilitated architecture and resulting product, incorporating deep dive technical calls with SME's (Subject Matter Experts), assisting MS Partners/End Users to thrive with MS solutions.


Partner Sales Executive, Microsoft Health & Life Sciences (HLS)

Successfully launched a new pilot program for Microsoft Health & Life Sciences (HLS), Channel Territory Management (CTM) segment. Collaborated with Director of Sales and U.S. Regional Territory Managers (RTM) to identify and drive Partner Opportunities to close sales. Developed SOP for Pipeline Management across the U.S. with collaborative success. 

Within the first five months, managed 350+ partner-driven requests, increasing visibility into deal data and uncovering $13.8MM in reportable revenue; helping the Microsoft National Director of HLS Channel Territory Management Division and 5 Regional Territory Managers build and expand their partner sales model. Found, recovered, and facilitated closed revenue for FY15 and into FY16. Focused on migrating healthcare organizations from Windows Server to the Microsoft Azure Cloud Platform; and a complete restructuring/refocusing of internal operations


Achieved numerous certifications including Microsoft Licensing Overview Assessment; Microsoft Partner Network Sales & Marketing for Midmarket Solution Providers; and Microsoft Sales Specialist Assessment for Midmarket Solution Providers. 


PHYSIO-CONTROL, Redmond, WA, 2012–2013

Sales Support Manager (Medical Devices)

Managed team of sales support and service contract specialists for US, Canada, Latin America and Other Asia. Provided strategic leadership delivery through reorganization of department, maintaining support structure for medical, workplace and community, international and service teams during corporate divestiture. Collaborated with Global Sales Management, Distribution Partners, Product Management, Marketing and Manufacturing. Improved the workflow of the sales support and order management department, including introducing a SharePoint workflow to transition from a paper to SharePoint process, saving the company lost orders and revenue. 

Established a Kanban board for prioritization of parts and FDA inspection issues; led cross-team discussions identifying and eliminating inefficiencies, enabling quicker turnaround and resolution of open issues. Directed and motivated a 15-member team of worldwide sales support and service contract personnel, meeting goals and solving problems in rapidly-changing corporate environment.


MEDI USA, Whitsett, NC and WA, ID & AK Sales Territory, 2011–2012

Territory Business Manager (Medical Devices)

Managed and grew multi-state territory for international company. Marketed medical therapeutic compression products to providers of care in Lymphology, Phlebology, Orthopedics and Endurance Sports markets. Conducted product trainings at hospitals and clinics with Surgeons, Physical and Occupational Therapists, Wound Care clinics, Durable Medical Equipment dealers. Grew business to business relationships, opening new practices to impact patient treatment protocol, improving patient care. Managed clinical product trainings with surgeons, physical and occupational therapists, wound care clinics, durable medical equipment dealers and athletes. Opened new doctor direct accounts for patient education and access to product in clinical setting, Opened and developed new dealer accounts, driving physician referrals to sell product. Introduced/managed fresh customer relationship approaches to fix long term problems and regain trust by establishing a prioritization network to get the right product to the right consumers in a timely manner. Scheduled clinical trainings to assure adequate product knowledge was delivered in the field.


SUPERSONIC IMAGINE ULTRASOUND, Bothell, WA & Aix-en-Provence, France, 2010–2011

Marketing & Sales Operations Manager (Medical Devices)

Managed Marketing and Sales Operations for the US Sales Office of a French medical start-up company. Worked as liaison for the GM US Sales, Direct US Sales Team, National Service Manager, Global Marketing Director, and French manufacturing headquarters. Collaborated and traveled with WW Sales, Field Clinical Applications Specialists, Clinical Education Events and Trade Shows WW. Managed product education events, service support and fleet logistics of sales demonstration equipment and OEM parts. Facilitated product import to U.S. and product installation at customer sites. Program managed Sales, Service, Product Management, Marketing, Engineering, Manufacturing, and OEM Supply Chains. Facilitated a new B2B relationship with an industry-leading medical company that was lacking an ultrasound division. Successfully initiated vendor sales and service support of our product to their customers.

Established new Standard Operating Procedure (SOP) for shipment of diagnostic ultrasound product, including a custom-engineered crate to prevent product damage, increase customer satisfaction, and greatly increase the overall level of on-time deliveries and product reliability.

Created a new work flow to address and fix broken medical equipment by setting up a just-in-time system that allowed the field manager to report on broken equipment and find the necessary replacement parts with product inventory and finally coordinating the delivery and repair process with a 3rd party vendor.


COLDWELL BANKER BAIN ASSOCIATES Bellevue, WA, 2006–2010

Account Manager 

Co-founded sales brand. Shaped brand identity, web presence, annual business plan and marketing strategies for top-producing partnership. Marketed and sold Real Property, negotiated contracts and championed client fiduciary interests in highly competitive markets. Cultivated new business, developed corporate accounts including Microsoft, Starbucks and others. Facilitated C-Level executive relocation, represented builders and investors in custom new construction. Established regional network of relocation professionals, generating direct referrals for business development.


Ranked among top 2% of company internationally, consistently surpassing 100% of commission sales goals in a highly competitive marketplace, member of sales International President’s Circle, Diamond Society, and Elite Retreat—Top Producer Award Circle.


ULTRASONIX MEDICAL ULTRASOUND CORP. (BOUGHT BY ANALOGIC), Redmond, WA, 2005–2006

Corporate Accounts Manager (Medical Devices)

Partnered with VP of Sales to establish U.S. sales office and build sales infrastructure for launch of new product. Was promoted to launch Corporate Accounts department. International Sales Enablement. Administered and fine-tuned operations between the field, U.S. Sales Office, and corporate manufacturing headquarters in Canada. Established sales channels, hired manufacturer’s representatives and established tools, systems and support mechanisms for sales team. Drove field sales efforts of North American Manufacturers Representatives by equipping and training representatives with corporate systems and tools. Facilitated development of $20 million revenue channel by establishing infrastructure to pursue relationships with top 100 corporate accounts and top 10 group purchasing organizations.


PRIOR EXPERIENCE (DETAILS UPON REQUEST):


LANDOVER CORPORATION/DBA COLDWELL BANKER BAIN Mercer Island, WA, 2004–2005 

Operations Manager - Sales Training & Corporate Acquisitions


CHILDREN’S TRUST FOUNDATION BOARD MEMBER, Seattle, WA, 1998–2002

Development Associate 


PHILIPS MEDICAL SYSTEMS (FORMERLY ATL ULTRASOUND), Bothell, WA, 1989–1992

Installed Base Market Manager / International Sales Administrator 


EDUCATION & ADDITIONAL INFO

UNIVERSITY OF WASHINGTON, Bachelor of Arts Jackson School of International Studies & Political Science, Seattle, WA