Janet Sullivan
Topsfield
Summary
Customer success expert with 20 years of experience driving business growth and customer satisfaction through innovative and strategic initiatives.
Passionate about transforming customer experiences, trailblazing change, and fostering well-rounded program execution and collaboration.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Strategic Customer Success Manager
Sitecore
07.2018 - Current
- Recruited by SVP of Customer Success to establish and operationalize company’s first Customer Success strategy and operation in the US
- Hired, led, expanded, and supervised a team of Customer Success Managers
- Collaborated with executive team in shaping the business model for the Customer Success CSM team; defining clear roles and responsibilities for the team, how they would work with other resources within Sitecore, and how to engage with Sitecore customers to provide an exceptional customer experience
- Lead workstreams to achieve OKRs by establishing strong governance, partnering across organizations and geographies, and focusing on value
- Lead the 'New Hire Journey' cross-functional program for the Customer Success Delivery and Enablement team
- This initiative involves 3 separate projects designed to recruit well-rounded CSMs, provide CSM onboarding and ongoing learning, establish a new model for customer success delivery teams to absorb new release information, and educate internal groups on new SaaS products
- Developed and managed global project plan driving the successful execution of delivering a consistent set of on boarding materials for new customers providing a repeatable, scalable on boarding experience for new Sitecore customers.
Senior Principal Customer Success Manager, ERP Cloud – Customer Success
Oracle Corporation
12.2015 - 07.2018
- Responsible for the daily account management of ERP customer portfolio from deployment through usage, adoption and realizing the full value of their investment
- Deliver regular business and operational reviews to senior executives & key business stakeholders
- Identify strategic opportunities for customers to expand their product portfolio in direct alignment to business objectives and user experience
- Partner with account teams to develop successful account strategies 'health plan' that include a seamless experience for the customer and support renewals
Technical Program Manager, PMO - Center of Excellence
Oracle Corporation
- Served as product manager and field operations SME for the Customer Success organization during a transformative business phase
- Instrumental in enabling a team of 500 Customer Success Managers in North America, ensuring their proficiency in overseeing a $1 billion revenue portfolio
- Key contributor to global initiative 'Customer Success as a Service' model, facilitating the deployment of enablement to 600 global CSMs serving 2,000 customers internationally
- Defined comprehensive customer lifecycle, engagement, delivery, and service models specifically for the ERP SaaS product pillar
- Product Managed several initiatives including 'New Customer Orientation – How to Work Effectively with Support' and 'Welcome to the Cloud' programs across all SaaS product pillars
Customer Success Manager, Enterprise - Customer Success
Kronos
06.2015 - 11.2015
- Trusted adviser to enterprise customer base for cloud support services
- Responsible for overall customer satisfaction
- Collaborate across all business units (Engineering, Product Development, Sales, Professional Services, Support) regarding product issue resolution
Senior Principal Implementation Success Manager - Customer Success
Oracle Corporation
06.2012 - 06.2015
- Working with clients in the Financial Services, Life Sciences and High-Tech industries, guidance was provided in Project Planning & Strategy, Project Management, Business Process & Solution Alignment, Implementation & Deployment, as well as Training and Ongoing Support
- Implementation advisor for multiple clients helping them to achieve positive business results from their Oracle investment
- Assistance provided in areas of governance, strategy, business process and user adoption guidance
- Served as the liaison for the customer in relation to Technical Support, Expert Technical Services, Product Management and Engineering
Critical Account Manager / Principal Customer Advocate – Critical Accounts
Oracle Corporation
01.2007 - 06.2012
- Worked with clients to understand their desired business outcomes, success metrics, and planned milestones/events
- Engaged with at-risk customers to determine their usage of CRM On Demand and drive solution roadmap discussions to ensure a higher level of user adoption and product satisfaction
- Liaised and coordinated with internal Oracle teams (product marketing, support, and consulting, sales, executive management) to resolve client issues, coordinate reviews, and manage new opportunities.
Resource Manager Oracle Cloud – Service Delivery
Oracle Corporation
01.2006 - 01.2007
- Responsible for allocating appropriate resources to multiple projects including validating scope, length of project, resource assignment and employee utilization
- Define model to scale new account assignments across multiple product lines
- Manage contractors to fulfill workload to solve resource constraints.
Project Manager, Implementation Effectiveness, User Adoption Services
Oracle Corporation
12.1999 - 01.2006
- Engaged with client groups, including C-Level executives, to determine client's satisfaction and product usage
- Worked with the Implementation Readiness Team to develop proactive Consulting Services, People Change Management and Education Services
- Provided leadership on CRM strategy and measuring success, Project Governance, Change Management strategy for Siebel customers
Education
Database Marketing Certification -
MERRIMACK COLLEGE
North Andover, MAInformation Technology Certification -
MARIAN COURT COLLEGE
Swampscott, MASkills
- Customer Success Model Development
- SaaS Service Delivery/Customer Success Execution
- Stakeholder Engagement
- Recruiting, Team Building & Mentoring
- Cross Functional Leadership
- Business Transformation & Operations Management
- Product Strategy
- ITIL V3 Certified
Certification
- Technical Project Manager – Credential in Process via Rise Up ServiceNow
- Customer Success Certification – Level 1 and 2 – Success Hackers
- ITIL V3 - Information Technology Infrastructure Library
Recognition
- 2023 Customer Success Rock Star, Team Building, Collaboration and Innovation
- 2011 Oracle Outstanding Team Award Recipient – Cloud Migration
- 2010 Oracle Outstanding Contributor Award Recipient
Professional Highlights
Dynamic customer success expert with a proven track record in leading global cross-functional teams and programs. Passionate about employee enablement, building meaningful connections, and operationalizing strategic initiatives. Notable contributions include designing and delivering internal enablement programs, initiating mentorship programs, enhancing customer delivery models, developing simplified communication templates, and successful hiring efforts. Passionate about transforming customer experiences, trailblazing change, and fostering well-rounded program execution and collaboration.
Timeline
Strategic Customer Success Manager
Sitecore
07.2018 - Current
Senior Principal Customer Success Manager, ERP Cloud – Customer Success
Oracle Corporation
12.2015 - 07.2018
Customer Success Manager, Enterprise - Customer Success
Kronos
06.2015 - 11.2015
Senior Principal Implementation Success Manager - Customer Success
Oracle Corporation
06.2012 - 06.2015
Critical Account Manager / Principal Customer Advocate – Critical Accounts
Oracle Corporation
01.2007 - 06.2012
Resource Manager Oracle Cloud – Service Delivery
Oracle Corporation
01.2006 - 01.2007
Project Manager, Implementation Effectiveness, User Adoption Services
Oracle Corporation
12.1999 - 01.2006
Technical Program Manager, PMO - Center of Excellence
Oracle Corporation
Database Marketing Certification -
MERRIMACK COLLEGE
Information Technology Certification -
MARIAN COURT COLLEGE
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