Monica Flaherty
Global Business Strategy Leader - CRM Customer Success
- Role
- Global Business Strategy Leader - Crm Customer Success at Microsoft
- Location
- Spokane, WA, US
- LinkedIn followers
- 500 followers
About Monica Flaherty
25+ years of business and technology consulting experience * 15+ years of full lifecycle, enterprise company CRM implementations * Strong focus on driving business outcomes for global organizations * Specializing in strategic planning, process operationalization, software services pre-sales and contracting, program and project governance, business process improvement, change management and analytics.
Experience
Global Business Strategy Leader - Crm Customer Success
May 2021 — Present
Define and manage the ongoing Business Strategy for Business Applications: Dynamics 365, Power Platform and Customer Insights* Lead a team of solution-focused business strategists responsible for driving usage in our most strategic customers* Drive ongoing business planning to optimizes field execution, define: key performance metrics, roles needed, compensation, readiness and collaboration with other roles.* Ensure proper programs are in place to accelerate usage patterns, deliver value realization, and establish post consumption motions, and are easily consumable by the field* Work in strong partnership with the field teams* Manage to a set of key performance indicators which align with the goals of Customer Success at Microsoft* Scale through Partners, Services and Account Teams to drive Dynamics 365, Power Platform and Customers Insights usage, adoption, and change management* Collaborate within the Business Applications team, within the CSU and with other Microsoft teams to drive a sense of urgency for usage and value delivery within the organization
Education
Harvard University
BA
1988 — 1992
Gonzaga Preparatory School
High School
1983 — 1988
The City College of New York
BFA Candidate
2006 — 2008
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