Marcia Gallicchio

VP IT Business Partner & PMO

Coupa

Jul 2024 - Current (2 years 2 months)

Sr. Director Transformation Office

Dynatrace

Feb 2024 - Jul 2024 (6 months)

Responsibilities include driving large scale transformation programs that encompass strategic outcomes, program management, business process design, global data technologies and proven enablement curriculums. Monitoring agile development process for efficient enhancements and ensuring effective change management.

Sr. Director Business Relationship Manager - CX/HR

Dynatrace

Jun 2021 - Feb 2024 (2 years 9 months)

Sr. Director Business Relationship Manager – HR/CX Leading multiple workstreams, focused on delivering high value to our business teams and customers by aligning enterprise technical solutions with corporate mission critical goals. Creating close partnerships with cross-functional teams, including executive leadership to deliver on strategic roadmaps, business requirements and objectives. Hire to Retire (HR) Workstream • Leading Business Systems delivery of a multi-million dollar, multi-phase global implementation of SAP SuccessFactors. Partnering with implementation team & executive leadership to define design, collaborate on configuration, connect end-to-end workstreams to overall roadmap and execute quality deployments. • Deployed ini

Sr. Director CX Operations

Dynatrace

Jun 2018 - Jun 2021 (3 years 1 month)

Created and managed a global team of technical architects, data analysts, developers, program managers, and enablement specialists that focused on providing technical solutions, global processes, reporting, and enablement to customer-facing teams. The CX Operations team designed and maintained the solutions required by the Customer Support and Success teams to provide excellent services for our customers. Responsibilities included: • Configurated and maintained the technical support tools including ticketing platform, live chat, incident management, escalation workflows and data analysis. • Defined and built strategic roadmaps for enhancing tools and processes for establishing and maintaining Customer CSat over 95%. • Created automations in

Sr. Director Technical Customer Support

Dynatrace

Dec 2015 - Jun 2018 (2 years 7 months)

Provided direct leadership, strategy and guidance for two high performing technical support teams that delivered best-in-class support to our global customer base. Collaborated with three other support teams to ensure a global support strategy and customer centric culture. Directed and collaborated with Operations and NOC teams to ensure aligned systems and tools for monitoring and resolving platform issues. Responsibilities include: • Aligned and merged two distinct teams into one product solution team, Designed and implemented similar schedules, processes, tools and resources. • Exceeded industry leading KPIs, defined mechanisms to capture customer feedback and maintained CSat levels of 95% and above. • Directed cross-functional collabor

Director, Operations

C Space

Feb 2012 - Nov 2015 (3 years 10 months)

Director, Client and Consumer Services - Operations Focusing on creating efficient operational structures, tools, processes and high performing teams that support effective delivery of client solutions. This includes designing project management applications, training, resource planning, solutions pricing, business analysis and scoping. Responsibilities include: • Conducted needs analysis for project management and resourcing application for Consumer Acquisition Group. Vetted and selected appropriate SaaS solution. Defined, customized and implemented online application for increased visibility into team workloads and pipeline. • Managed and directed global team of survey application engineers and operation specialists. Defined reporting ne

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Online Community Consultant

StudentAdvisorcom

Jun 2011 - Dec 2011 (7 months)

Consulting engagement that includes the scoping, definition and implementation of a new online Community that provides unbiased reviews and discussions of Colleges and Universities that aids in the selection of schools for prospective students.

Content, Community and Support Consultant

HubSpot

Feb 2011 - Apr 2011 (3 months)

Two month consulting engagement that included scoping, defining and implementing a companywide CRM knowledge base solution for this growing Inbound Marketing business. Worked closely with the multiple business Units, technology teams, and CRM developers to define customer needs and successfully launched a new Help Site using Salesforce Knowledge. Vetted Knowledge Base Vendors for scale & strategic growth. Reviewed, analyzed and defined best practices for online Forums applications and administration. Evaluated internal & external needs for Knowledge Base contributions and process and created project plans for future implementation. Launched Beta site and transitioned Production plans to team. Evaluated and defined recommendations to Support

Sr. Dir Customer Success, Community & Knowledge

Brightcove

Oct 2005 - Feb 2011 (5 years 5 months)

Created and managing programs that engage and empower customers, partners and prospects in online and offline communities. Designed and implemented an interactive knowledge framework that supported customer success by providing essential resources, including documented solutions, peer-to-peer support, developer resources and self-service support. Report to SVP of Services and Support.

Director of Global Customer Support

Brightcove

Oct 2005 - Jan 2010 (4 years 4 months)

Built highly successful technical customer support team from 0 to 14 global members in 4 years; supporting customers, partners & consumers by beating SLAs and consistently receiving 95% + Customer Satisfaction ratings. Created premium support services including 24/7 support in 7 time zones and 9 languages.

Sr. Product Manager, Lycos Inc.

Lycos Europe

Jul 2005 - Oct 2005 (4 months)

Responsible for the strategy, growth and maintenance of Gamesville.com. Managed all content, revenues, and integration of 3rd-party applications and systems. Redesigned and upgraded the website, including support programs for consumer satisfaction. Evaluated and executed additional partnerships and revenue sharing opportunities. Worked closely with cross-functional teams to implement and maintain site and grow customer base and satisfaction. Reported to EVP of Content.

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Customer Service Manager, Matchmaker.com Network

Lycos Media

May 2003 - Jun 2005 (2 years 2 months)

Responsible for managing and supporting the membership of Lycos Inc.’s online dating service by coordinating and directing the Customer Service team; included full, part-time and remote resources, multi-language specialists for night & weekend coverage. Worked closely with product teams and created feedback mechanisms to communicate essential needs for the customer including bug reporting, enhancement requests and customer feedback.

Community Manager, for the Lycos.com Network

Lycos Inc

Jun 1999 - May 2003 (4 years)

Responsible for the strategy, growth, safety and success of Lycos Communities, including Chat, Message Boards, Special Events, Photo Albums and Clubs. Created and implemented content, new features and programs to help integrate and cross-promote Community components across the Lycos Network. Built and managed a remote Moderation team to actively assist members and monitor user created content. Worked closely with cross-functional teams to promote, market and expand membership and content.

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Intranet Program Manager for Consulting Online

CSC Consulting

Oct 1998 - Jun 1999 (9 months)

Successfully launched the companies first global corporate intranet that provided an internal online community, knowledge base, best practices and tools for a worldwide Consulting Group. Responsible for creating the strategy, goals and product specifications for this secure site. Coordinated and managed an interdepartmental team for maintaining and enhancing the intranet.

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Global Training & Support Manager

Gartner Learning

Jan 1997 - Dec 1998 (2 years)

Managed the training and support of remote global development teams that created online, interactive courseware for IT applications. Created and managed a process that facilitated the resolution and support of development issues, including developing a Support Web Site

Marcia Gallicchio

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