Don Triolo
Experienced IT Professional
Phone: 919-622-3349
Email: dstriolonc@gmail.com
Highly accomplished Program Manager with over 20 years of experience in driving revenue growth, market expansion, and operational excellence. A skilled problem-solver with a proven track record of success in implementing cutting-edge technologies to streamline sales and solution delivery processes. An effective communicator and leader who excels at building collaborative relationships and managing cross-functional teams.
Portfolio Experience
Sales & CRM Optimization
1
Sales Metrics Improvement
Problem: Sales Teams performance on key activities such as lead conversion and sales close plan was inconsistent.
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Solution: Analyzed data sources, identified information gaps, established data cleaning procedures, developed sales processes and training for field teams to follow.
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Results: Sales lead conversion grew from 15% to 56% and Sale close plans grew from 11% to 73% over 2 business quarters.
2
Forecast & Pipeline Analysis
Problem: Changing business environment required a more detailed level view of Services Sales forecast & pipeline
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Solution: Defined metrics, identified data sources, developed dashboard, and determined communication cadence of Sales KPIs via Salesforce.com
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Results: 23% YoY bookings growth over 3 fiscal years.
3
Territory Coverage Analysis
Problem: Organizational changes created the need for a new sales team
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Solution: Analyzed territory and market opportunities to build corresponding resource plans to support sales efforts in key business areas
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Results: Over first 2 year period the team achieved 120% of targeted plan and 67% of growth in the territory.
Systems Integration
1
Automated Leasing for Managed Service
Problem: Leading Managed Service provider wanted to lease required customer premise equipment through their existing ordering process
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Solution: Lead IT partnership with Managed Service provider and Vendor Leasing team to implement an integrated B2B platform for seamless commerce between the two organizations.
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Results: Both organizations saw $17M in incremental annual revenue in first year of platform
2
Integrated Order Management
Problem: To increase efficiency and lower operating cost large Customers wanted to use their internal ordering systems to place orders with their largest vendor
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Solution: Partnered business and IT teams across multiple companies to enable standard-based B2B ordering platform.
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Results: Deployed Platform processed 73% of Manufacturing Work Orders, 43% of Revenues, 67% of Service Support between Vendor and Customers.
3
Integration of Sales Leads in CRM Platform
Problem: Sales teams were inundated with various sources of Marketing data causing confusion and in-action among field sales.
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Solution: Drove marketing data integration efforts for global CRM platform, Salesforce.com.
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Results: First quarter solution KPIs and ROI Metrics delivered $3.1M in new opportunities and 13.6% Lead to Opportunity conversion rate
Operational Excellence
1
Business Continuity & Security Compliance
Problem: 7 X 24 operational requirements of Global Customer Support Center caused on-going delays in necessary software security patches and updates.
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Solution: Negotiated standard work window to deploy required patches, partnered with Support Team to establish business operations via remote capabilities, planned monitored and executed update work.
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Results: Brought all platforms into Security compliance within agreed upon Service Level Agreements within 6 months.
2
Software Configuration Management
Problem: Dozens of highly customized Customer applications made on-going support and system upgrades very challenging
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Solution: Defined requirements, tasks, and timelines for transition from custom based implementations to rapid configuration deployment methodology
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Results: Reduce Customer support and maintenance time by 13% in first 6 months of implementation
3
Cloud Migration
Problem: On site Customer applications increased complications in monitoring, diagnosing and correcting issues in an effective and timely manner
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Solution: Led migration activities for client hosted platforms to Azure cloud infrastructure
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Results: Reduced Support Case activity by 23% over the course first 6 months of migration
Strategic Process Improvement
1
Customer Retention
Problem: Highly profitable Services offer facing large attrition rates at time of Renewal
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Solution: Performed analysis of Customers using the Service, including total revenue, customer tier and overall service profile. Target the top customers with services retention plan built around their regular renewal cycle.
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Results: Reduced Service attrition from 36% to 19% year over year
2
Revenue Backlog Reduction
Problem: Migration to new system introduced a large volume of unpaid Customer Bills
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Solution: Developed Reports, Joint review process, communications plans and escalation procedures to identify and close out largest volume of blocked revenue.
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Results: Achieved 74% Reduction in booking backlog over a fiscal quarter
3
Strategic Account Planning
Problem: Sales teams were not consistently winning business at the companies Top 50 Customers
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Solution: Built analytic reports, defined Account Review Templates, created cadence of review sessions, developed followed action plans for Account teams and Sales Leadership
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Results: Achieved 56% YoY growth in this strategic segment after the 1st year of this process
Certifications
PMP
ITL 4.0 Foundation
Key Skills
Project & Program Management
Business Development
Data Analysis
Solutions Design and Implementation
Off-shore Project Management
Agile Methodology
Customer Service & Support
Technical Experience
Salesforce.com
SaaS
CRM Solutions
Mobile Applications
Cloud Services
Service Oriented Architectures
XML
EDI