Paula Mannarino

Experience

• 

  Distributed Information Technologies, Inc.

  Sept 2010 - Feb 2014

  Business Analyst

  Project(s): Worked on multiple Federal System Implementation projects and SDLC phases.• Analyzed existing business process for Federal clients (e.g. BIA, NPS, CBP) to identify opportunities to increase productivity and to meet financial government regulations• Conducted stakeholder interviews & user acceptance testing with Federal clients to design technical solutions based on user requirements and legacy system migration needs• Researched government contracts, teaming partners, and potential clients for business development team to target over $20M in revenue for fiscal year Show less

• 

  Deloitte

  Feb 2014 - Jul 2017

  Project: FDA wanted to streamline and integrate the Drug Shortages processes with the drug application Platform to increase the availability of life-saving drugs to the public.• Launched first Cloud-based Portal at FDA allowing drug manufacturers to submit drug shortages electronically resulting in submissions up by 150% compared to prior year• Led implementation team in designing a system interface with an improved user experience based on requirement sessions and user acceptance testing• Managed financials for $5M project and 40-person team by maximizing resource allocation and profit Show less Project: Due to legislation (GDUFA), FDA needed to process generic drug applications faster and provide transparency into the drug application process including facility inspections.• Facilitated requirement sessions with over 50 clients to re-engineer the drug manufacturing inspection process that impacted over 5000 FDA employees and U.S. drug supply chain• Designed solution with technical team based on requirements, legacy systems, regulatory policy by customizing a workflow management tool that increased generic drug approvals by 20%• Trained over 200 users on solution with instructor-led demos and interactive workshops with over 90% user adoption Show less

  • Technology Senior Consultant

    Aug 2016 - Jul 2017

  • Technology Consultant

    Feb 2014 - Aug 2016
• 

  McCombs School of Business, The University of Texas at Austin

  Jul 2017 - May 2019

  MBA Candidate - Class of 2019
• 

  Google

  Jun 2018 - Aug 2018

  MBA Intern - Cloud Professional Services (Public Sector)

  Project: Support the Public Sector Professional Services Team & TAM Program Team during Internship• Spearheaded creation of a centralized reporting dashboard for 300+ Technical Account Managers to view GCP Customer data (utilization, spend, support tickets) covering 200 Customer Accounts• Developed roadmap to accelerate FedRAMP assets for Federal Cloud customers to secure agency approval • Coordinated Googler volunteers for State of Arizona Workspace Go Live of ~10,000 new users across 16 state sites Show less

• 

  Google

  Jul 2019 - Apr 2023

  Portfolio: 15+ programs enabling Google Cloud TAMs to guide Customers to operate effectively and efficiently in the Cloud while driving Cloud Revenue.• Managed community & strategy for Technical Account Managers (TAMs) including role enablement & training, role design, go-to-market plan, systems / tools, and community structure• Structured how team reports out program status updates based on PMO best practices and aligns with strategic business objectivesProgram Highlights:• Implemented communication model for 600+ TAMs supporting 700+ Customers including town halls, newsletters, centralized website, tracked community initiatives, and annual survey• Streamlined the process between TAMs & Engineering to submit GCP customer product requirements & to escalate product issues through internal tooling• Designed program with engineering to increase reliability for our Customers through enabling product alerts to detect outages and briefed Senior Leadership on customer escalations related to GCP outages Show less Accounts: Panera Bread, Enterprise Holdings, NTT Data Services, MoneyGram, MediaKind• Facilitated conversations with customers to understand how to transform and grow their business with Google Cloud including implementing partner consulting services• Managed 5 customer accounts (spending $500K/month to meet $13M GCP Commits) focusing on platform health, operational rigor, and architectural stability• Acted as a liaison between customers and Google teams (support, product, billing, training, sales, engineering, consulting) to meet customer cloud needs Show less

  • Sr. Program Manager, Technical Account Services - Cloud Customer Experience (Strategy & Operations)

    Sept 2020 - Apr 2023

  • Technical Account Manager (TAM) - Cloud Professional Services

    Jul 2019 - Sept 2020
• 

  Onix

  Aug 2023 - now

  Interim Lead of Customer Success Portfolio including Managed Services (TAM, Support, etc) & Change Management Lead for Operations for Professional Services.

  • Head of Strategy & Operations

    Oct 2024 - now

  • Head of Customer Success & Operations

    Jan 2024 - Oct 2024

  • Senior Program Manager - Professional Services (Strategy & Operations)

    Aug 2023 - Dec 2023