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IBM Global Processes

Bid Support Specialist

2010/12～ 2014/07

• Plays an integral part of the multi-billion business of IBM as being part of the North America sales team
• Responsible in managing pre and post-sale process with the engagements across all IBM brands and lines of business in developing and delivering high quality and responsive proposals, solutions, contracts, and pricing approvals. Provides leadership, essential knowledge, support, and teaming to help sellers and opportunity owners through the bid and proposal management process using Value Driven Proposal techniques and knowledge of IBM and its organization and resources
• Acted as a Point of contact for IBM Africa Sales Team for SaaS (SW as Service) and for QRadar and Netezza for IBM North America Sales Team

IBM Global Processes

Global Bid Coordinator

2014/07～ 2016/02

• Act as a Global Bid Coordinator for Qradar, Netezza, and ISS. (Facilitate on the global pre-sale process)
• Single point of contact aligned to an Enterprise Business Unit providing dedicated sales support owning quote to cash requests
• Simplify the engagement process, improve seller experience, and increase seller awareness of available sales support for deals of all sizes
• Available to partner on sales activities specific to a Region, Enterprise Business Unit, or Business Unit

IBM Global Processes

Project Coordinator for Customer Maintenance EMEA and North America

2016/02～ 2016/06

• Acted as a team player who focused on streamlining Customer Maintenance work process
• Created a documentation of Customer Maintenance work process
• Understand operational targets and how operations impact measurements
• Worked with Team Coordinators and First Line Manager in driving initiatives and projects for the Customer Maintenance Team
• Collaborated with Quality Analyst Focal to identify process gaps and work out action plans for the team to address these
• Reviewed the previous audit defects and proposed possible solutions to make sure such defects is avoided

IBM Global Processes

Subject Matter Expert for Customer Maintenance EMEA

2016/06～ 2017/04

Process Support
• Act as first contact to the Customer Maintenance team for process or operational questions
• For out-of-line issues, connect with focal and counterparts from aligned functions to resolve
• Identify any process gaps between Customer Maintenance team and aligned functions and work out a plan to resolve it
• Escalate items needing resolution from our aligned functions
• Identify training needs and come up with a training plan (work with training focal) to carry out trainings to address process gaps or for upskilling of resources
• Ensure process documentation is up to date and captures correct process (DLPs and Checklists)
• Working with SAP system to create, review and monitor customer master records and entitlements.

Management Support
• Understand operational targets and how operations impact measurements
• Support Team Coordinators and First Line Manager in driving initiatives and projects for the Customer Maintenance Team
• Collaborated with Quality Analyst Focal to identify process gaps and work out action plans for the team to address these
• Make sure the team does not get any SOX (quality audit) defects and be able to provide back-up documentation and clear any grey areas with the audit team
• Worked with Business Controls team to address any questions or request for clarifications; support Compliance Testing
• Identify opportunities for new projects to further improve the management or process system of Customer Maintenance team.
• Change Management: Confirm and document process updates and cascade it to the whole Customer Maintenance team and aligned functions

IBM Global Processes

Quote to Cash Professional for Software as a Service North America

2017/04～ 2018/07

• Plays an integral part of the multi-billion business of IBM as being part of the North America sales team for Saas (SW as a Service)
• Responsible in managing pre and post-sale process with the engagements across brands and aligned functions in developing and delivering high quality and responsive proposals (Statement of Work and Project Change Request), quote, pricing approvals, order entry and invoice.
• Provides leadership, essential process knowledge, support, and teaming to help opportunity owners with the whole Quote to cash process