Lucy R.

Experience

• 

  IBM

  Jun 2003 - Mar 2025

  Lead strategic AI initiatives that enhanced sales, marketing and support platforms, drove efficiency, and maximized business value across global operations. Oversaw cross-functional teams implementing automation solutions, aligning stakeholder requirements and improving user adoption of IBM Watsonx AI for Salesforce.Key Skills: AI Automation, Stakeholder Management, Cross-Functional Leadership, Business Process Optimization▪ Saved 2M hours spearheading cognitive tooling AI and automation across sales, support and marketing platforms through advanced AI solutions.▪ Reduced seller workload by 30K hours quarterly, consolidating virtual sales assistants into single generative AI solution, accelerating revenue generation and pipeline growth.▪ Enhanced IBM Watsonx AI adoption, developing and deploying comprehensive training, documentation and improving platform utilization.▪ Streamlined cross-functional collaboration, aligning global teams from research, product development and business stakeholders, ensuring seamless execution. Show less Directed global team of 65 employees, enhancing support experience for Ecosystem Business Partners. Oversaw digital transformation of partner support process, leveraging AI solutions, streamlining operations, and improving partner engagement. Realigned organization based on employee strengths, driving operational efficiency, cost reduction and enhanced satisfaction.Key Skills: AI Implementation, Partner Engagement, Cross-Functional Leadership, Change Management▪ Reduced partner support resolution time by 50% by developing AI-powered online service portal and chatbot.▪ Lowered escalations by 33% within three months resolving service issues, enhancing partner trust and satisfaction.▪ Cut operational costs by 35%, realign organization, optimize roles and merge teams.▪ Led global workforce of 65 managing partner support transformation. Show less Championed global team developing new program improving partner navigation of IBM Partner Programs. Spearheaded proposal development aligning with strategic growth targets, resulting in program adoption and team leadership promotion. Focused on enhancing partner experience and accelerating revenue generation.Key Skills: Strategic Planning, Partner Experience, Program Development, Cross-Functional Collaboration▪ Accelerated partner time-to-revenue development, presenting strategic proposal adopted by IBM Ecosystem General Manager.▪ Supported partners navigating IBM landscape by creating and implementing Business Partner Experience program.▪ Increased market share by identifying and capitalizing on growth opportunities.▪ Improved partner feedback processes, leading global team, enhancing satisfaction. Show less Led cross-functional teams developing partner-focused initiatives, improving customer satisfaction and business outcomes. Co-managed Agile Design Thinking sessions, creating feedback-driven programs aligning transformation activities with partner IBM priorities. Oversaw project alignment, facilitated collaboration, drove actionable insights.Key Skills: Agile Project Management, Design Thinking, Customer Experience, Cross-Functional Collaboration▪ Increased customer satisfaction by 30% by developing management system resolving customer complaints using feedback from 3.5K Business Partners.▪ Developed NPS program co-leading Agile Design Thinking sessions gathering actionable feedback.▪ Improved project alignment, facilitating team meetings addressing challenges and promoting collaboration.▪ Identified feedback trends informing new program development. Show less Orchestrated initiatives driving partner satisfaction and revenue growth across North America. Managed global distributor relationships, overseeing inventory management and purchasing behaviors. Directed Agile transformation coaching teams exceeding 1K members, promoting continuous improvement.Key Skills: Partner Relationship Management, Agile Transformation, Cross-Functional Leadership, Continuous Improvement▪ Increased partner satisfaction by managing global distributor relationships across North America.▪ Coached 1K+ employees on Agile methodologies, improving collaboration and delivery performance.▪ Improved project delivery, facilitating sprint planning, standups and retrospectives, ensuring goal alignment.▪ Strengthened partner engagement, advocating for client needs and driving solution-oriented outcomes. Show less

  • watsonx AI Product/Offering Manager, Salesforce Platform

    Apr 2024 - Mar 2025

  • Senior Manager - Partner Engagement, Enablement & Support Transformation

    Jan 2022 - Apr 2024

  • Manager- Business Partner Experience Advocates

    May 2021 - Jan 2022

  • Client Advocacy Business Transformation Project Manager

    Nov 2017 - Apr 2021

  • Business Partner Experience Advocate & Agile Champion

    May 2013 - Nov 2017

  • Prior Experience

    Jun 2003 - May 2013