Amanda Burton

Experience

• 

  Nildram

  Jul 2006 - Nov 2007

  In this role I spent the majority of my time working for our largest business client organising the installation and set up of N3 which is the NHS national broadband network linking hospitals, medical centres and GPs in England and Scotland. As I dealt directly with the customer I had to ensure I kept to the highest standards of professionalism. I was the only person in the Nildram Provisioning Team to work on this project therefore I had to ensure that I time managed effectively and that I was very organised. Show less

  • Provisioning Coordinator

    Mar 2007 - Nov 2007

  • Customer Care Representive

    Jan 2007 - Mar 2007

  • Sales Administrator

    Jul 2006 - Jan 2007
• 

  Auntie Anne's

  Nov 2007 - Apr 2011

  UK Store Operations and Training Manager

  Auntie Anne’s is an American Fast Food franchise business. Freshly Baked Limited is the master franchisor in the UK and Ireland. I was the leading person for all new store openings including training, marketing and ongoing support. Due to the size of the company, I had to make sure I always worked to the highest of standards as reports created and information gathered by me was passed directly onto the directors and shareholders of the company.

• 

  TalkTalk Business

  Sept 2010 - May 2017

  Leading the delivery of bespoke customer projects to meet the agreed customer requirements within timescale & cost constraints, and in accordance with the agreed standards & methodology. I delivered medium to large scale projects across a wide range of products including MPF, EAD, EFM, EoFTTC, MPLS and DIA, with TCVs between £50k - £1m. Responsibilities:• Owning the Project Plan and maintaining a detailed understanding of the overall Business Plan • Identifying and managing risks and issues• Documenting and managing change• Creation of project implementation documents• Internal and external reporting including project trackers and highlight reports• Main point of contact and escalation for the project• Communicating and maintaining visibility of the project progress and demonstrating rigor and control over both internal and supplier progress• Managing the project budget; adhering to all financial and project governance processes and procedures• Adhering to project delivery methodologies Show less Primary contact for key TalkTalk Business Wholesale and IPVPN Partners with orders totalling £1.5m annually. Ensuring updates are timely and, where necessary, escalations are managed proactively. Organisational and communication skills are vital to effectively manage suppliers and effectively progress single orders and projects spanning 200+ orders.Responsibilities:• Placing and managing Ethernet (EAD and EFM) orders for key partners.• Proactive jeopardy management of all orders.• Providing frequent updates through email and creation of bespoke custom reports for each partner.• Weekly calls with each reseller to run through service and orders/updates• Face to face meetings with the resellers when requested (service reviews etc).• Supporting senior management and Partner Relationship Managers with partner queries and issues.• Key input to systems development (Remedy 7.6) and UAT.• Creating documents on all Reseller Provisioning processes (KT)• Implementing a training plan for the two new teams recruited in the North West (KT)• Taking on a team manager role whenever my direct manager was on annual leave/out of the office• When required, helping with all VPN Provisioning BAU tasks (as per my previous role) Show less Placing and managing Ethernet and EFM orders for TalkTalk Business Wholesale and IPVPN Partners. Liaising with TTB Wholesale and IPVPN partners to arrange installs and provide timely updates.Responsibilities:• Placing and managing Ethernet (EAD and EFM) orders for Wholesale and IPVPN Partners• Resolving order queries for ADSL products• Arranging the migration of circuits onto the TalkTalk LLU Platform• Onboarding of new Wholesale and IPVPN Partners• Setting up new customers (VPN’s) for IPVPN Partners• Arranging appointments for BT and TTT engineers to go to customer sites Show less

  • Project Implementation Manager

    Sept 2013 - May 2017

  • Technical Project Manager

    Jun 2011 - Aug 2013

  • MPLS Provisioning Associate

    Sept 2010 - May 2011
• 

  8x8

  May 2017 - Jul 2021

  Partner Relationship Manager within the Professional Services Team. I work closely with the strategic, high value Wholesale Partners to ensure consistent, successful deployment of the 8x8 solution. I assisted in the creation of a Partner Program that can work globally working with partners in ANZ and US to prove success. My role has successfully bridged the gap between Channel Sales and Channel Support, ensuring a connected and fully supported journey end to end.Responsibilities:• Ensure management and satisfaction on all areas of Professional Services with strategic Partners• Liaise with internal teams within the Professional Services Org in direct connection with associated Partners• Manage reliability issues on process and delivery associated with pre and post trained partners• Engage with Senior Stakeholders and provide timely updates with ongoing deliveries• Cross departmental links with CAM’s, training and sales enablement personnel to ensure processes and enablement streams are up to date and delivered to PS standards.• Deliver presentations to new onboarding Partners around the PS end to end process both pre and post enablement training.• Understand and devise Project and Delivery metrics that would be both advantageous and critical for consumption by Partner teams and Senior Management.• Engage with project and program leads from each business unit to ensure they understand the objectives of joint strategic efforts• Communicate with business leadership to evaluate joint initiatives and proposals to see how they align with established roadmaps and business priorities. Show less Primary contact for high value deployments both in the UK and internationally, including running large scales international deployments in a program role. Working with teams both internal (across the globe) as well as senior stakeholders to successfully deploy a fantastic product. Working through the Covid 19 Pandemic April-June rapidly and successfully deploying multiple high level customers to enable their staff to be able to work safely and efficiently from home.Responsibilities:• Lead key project meetings with the customer and project stakeholders to gather requirements, design an appropriate solution, and present the complete project plan• Act as a primary point of contact throughout the project implementation• Generate and maintain documentation that supports the collection, management, and reporting of all project related information• Develop, document, and distribute contingency plans for critical events• Provide regular updates and keep project stakeholders informed throughout the project• Work with customers face-to-face or via telephone attending on-site meetings when necessary• Maintain constant communication with the customer, identify potential issues in advance, and drive appropriate solutions• Follow up with the customer, ensuring that all products and services are delivered on time, and are working as intended• Serve as liaison between customers, partners, 8x8 operations, and on-site support service vendors• Manage the scheduled activities of the deployment staff, reviewing and evaluating their work according to the project requirements• Respond promptly to all customer communication, providing the best possible service experience Show less

  • Partner Relationship Manager

    Jun 2020 - Jul 2021

  • Project Manager

    May 2017 - Jun 2020
• 

  CloudCall

  Jul 2021 - Jan 2024

  Director Technical Services

  Personally responsible for ensuring prospect environments and integration requirements are fully captured and supported prior to being signed up as a customer. This is a technical role and has responsibility for both pre-sales and trials in both the UK and US, as well as working closely with colleagues within the Support & Infrastructure teams to ensure that the customer networks will fully support the CloudCall solutions. I also take responsibility for the technical training function within the business, which incorporates both employee and customer training responsibilities.Responsibilities:• Pre-sales support – Working both on-site and remotely with sales staff to gather information relevant to prospects network, infrastructure and functional requirements to ensure the smooth onboarding of all new prospects.• Work with Support & Infrastructure teams to ensure customer network suitability to support CloudCall products and where necessary document any required network & infrastructure changes within customer environments.• Establish prospect KPI’s and ensure these are deliverable through the CloudCall suite of products. • Where relevant feed functional requirements into the Product Team, and establish realistic timescales for delivery to clients should work be required.• Implemented and maintained a POC process• Work closely with the sales teams to validate all new deals prior to sign-off and ensure all requirements are deliverable, all information captured, and the correct products are sold to meet the customer requirements.• Train CloudCall partners and proactively manage their demonstration environments.• Manage and support the training function and ensure the success of all deliverables within that team.• Implemented and maintained a new LMS system and launch it to customers, partners and internal employees. Show less

• 

  8x8

  Jul 2024 - now

  Senior Global Manager - Strategic Partners

  Personally responsible for Professional Services support and enablement for all Strategic Partners globally, supporting them in their pre-sales, deployment and partner enablement. Increasing their technical certifications to enable them to provide the highest level of service to be able to both self deploy and support their customers.Responsibilities:• Working with 8x8 Strategic Partners on their pipeline to identify deals where, with the addition of Expert Services (PS), they can have a larger target customer base• Identifying deals and RFPs with Partners where the Partner cannot deliver the services in house• Highlighting Expert Services to partners to be able to deliver outside of the core 8x8 portfolio for larger deals• Identifying areas of up sell to a Strategic Partner’s current customer base using additional products in the 8x8 portfolio• Helping to expand the product range sold and deployed outside of the 8x8 core offering• Continued support and help extending technical certifications and accreditation of Strategic Partners• Analysing support tickets raised by Strategic Partners, tracking trends and helping to implement ways to reduce the numbers of tickets raised and therefore, time to resolution• Attending QBRs with Channel Account Managers to provide an enhanced service for partners post Accreditation on areas of Professional Services, Audit and Re-Accreditation Show less