Customer Success

Andrew Mikesell

Westwood, MA 020**-***-*** **** *************@*****.*** www.linkedin.com/in/andymikesell

Customer Success Manager Product Manager Partner Manager

Experienced in enterprise pre-sales, contracting, delivery, product development, partner development, and implementation management. Proficient in sales, pipeline management, and product development/delivery life cycles. Experienced in managing large, complex, global, and geographically dispersed teams of consultants and engineers delivering online / mobile applications in both cloud and on-premise deployments.

Skills

Partners Customer Success Sales Pre-Sales Business Development Contract Negotiations Product Management Project Management Cloud Pricing Consulting Management SDLC Management ROI Analysis Presentations Product Functional Expert Systems Development Product Marketing

Professional Experience

SAP, Boston, MA

Partner Manager Sept 2018 – June 2024

Business line Partner and product lead for Sales in North America and Latin America, co-selling with SAP Fioneer in Banking, Finance, Insurance, and CRM application space. Individual deal size was $3-5M, with many deals exceeding $10+M.

Served as consultative business line "closer" for +$100M sales opportunities in bank and insurance products for online and mobile across a highly matrixed global sales, services, engineering, and program management organization.

Coordinated multiple parallel SAP Fioneer Partnership efforts between SAP Fioneer and SAP for financial service product and services sales in North and South America with regional $20M LATAM and $100M US license and subscription targets.

"Go-to” person for direct support in Account Executive (AE) enablement, product functional expertise, pre-sales RFP / RFI/ POC, contracting, legal - partner contracts, and delivery estimates for customers converting from on-premise to cloud.

Delivered multiple on-site enablement and customer strategy and planning sessions in local markets requiring extensive +50% international travel.

SAP, Boston, MA

Product Manager Sept 2006 – Sept 2018

Collaborated with Sales, customer C-level, and Delivery teams to build a +$500M pipeline, close deals, and meet revenue targets. Served as the primary non-billable customer contact for SAP products the bank's end customers use (aka, Customer Engagement) in the Banking, Finance, and Insurance space.

Managed financial services solution road maps for marketing, commerce, banking, and mobile product lines for over 10 major, 20 minor, and 50+ patch/support software releases.

Owned the Product Advisory Council (PAC) to gather customer product requests and prioritize release/adoption within the banking space, addressing competitive gaps and increasing customer satisfaction via NPS scoring.

Drive and close incremental and new license revenues through unwavering support to in-field sales efforts, including product demos, on-site customer visits, and Professional Services proposals.

Develop delivery and solution extension partnerships internally and externally, including the SAP Store.

Successfully managed multiple software sales, contracting, product releases, and customer go-live implementations for SAP Rise, Digital Marketing, eCommerce, Online and Mobile Banking, and Mobile Payments.

Served as lead for many key New Name customers, including AIG, Banco Atlantida, ANZ Bank, Alberta Treasury Branch (ATB), Banco Galicia, Citizens Bank, Commerce Bank, First Citizens Bank, IXE Bank, CIBC, Scotia Bank, BB&T, Barclays Bank, PayPal, Co-Bank, First Tennessee Bank, and others.

Travel approximately +50% globally to support field services and sales.

Sybase, Burlington, MA Nov 2000 – Sept 2006

Project Manager

Banking and technology manager for Sybase Banking Financial Fusion online and mobile banking delivery commitments, including project scope management, change request management, staffing assignments, delivery dates, and C-Level communications inside Sybase and at the customer.

Managed all customer-facing deliverables, including Requirements Analysis, Detailed Designs, Custom Development, Implementation, QA Management, and Production Deployment for approximately 15 customers over 6 years

Generated $+20M in incremental Professional Services revenue over 3 years.

Successfully implemented online banking sites for Commerce Bank, Citizens Bank, First Citizens Bank, Fifth Third Bank, BB&T, and Global Crossing for teams varying in size from 5 – 20 consultants.

Developed implementation methodology instrumental in the success of our professional services organization and was used extensively across our projects.

Provided RFI, RFP, Demo, and sales closing support for online and mobile banking products.

Additional Relevant Experience

S1 Corporation, Burlington, MA Sept 1998 – Nov 2000

Senior Principal Consultant

Managed multiple implementation project teams for internet banking and Edify / Nuance IVR / VRU implementations.

CGI (formerly: American Management Systems), Denver, CO June 1994 – Sept 1998

Senior Principal Consultant

Expat in Europe managing multiple project implementations for telephony billing, SIM Card management, and inter-carrier billing for large mobile telecommunication carriers.

Education

Master of Business Administration (M.B.A), Management Information Systems

University of Denver, Denver, Colorado

Bachelor of Science in Business Administration (B.S.B.A), Business Economics

University of Denver, Denver, Colorado

Certificates

SAP Certification - Machine Learning and the Enterprise

SAP Certification - Managing Toxic People

SAP Certification - Strategy 360

Andrew Mikesell *************@*****.*** Page 2

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