Marcine Borden

Experience

• 

  Northstar Location Services LLC

  Mar 2009 - Jun 2014

  Customer Relations Specialist

  During this job role, I ensured mutually beneficial agreements to cultivate long-term partnerships and client satisfaction by exhibiting proficiency in contract negotiation and maintenance. I spearheaded volume forecasting and staffing strategies expertly to optimize resource allocation for meeting client demands and maintaining high service levels.• Cultivated strong relationships with esteemed government and banking clients, overseeing a large workforce of 300+ outsourced call center associates to deliver exceptional service.• Served as a skilled mediator in dispute resolution, proactively addressing client concerns and resolving issues promptly to maintain strong, trust-based relationships. Show less

• 

  Ingram Micro Cloud

  Jul 2014 - Jul 2023

  During this tenure, I drove GTM strategies through management of worldwide vendor and hyper-scaler relationships. I directed transformative initiatives for lean process improvement in legacy technology licensing, harnessing the power of digital transformation and PaaS APIs to optimize sales. I oversaw Modern Work and Security GTM strategies with Microsoft for channel alignment to mutual business objectives.Acted as a pivotal link for seamless coordination among internal and external teams, including operations, legal, marketing, sales, product, and finance departments.Attained accelerated growth initiatives with 15-40% expansion in varying regions by steering the design and implementation of advanced Cyber Security Practice Build and sales framework, catering to sales associates across G10 countries. Show less During this job role, I formulated go-to-market strategies, innovative marketing campaigns, and targeted sales initiatives to drive the success of communication and collaboration portfolio for leading brands like Zoom, Dropbox, 8x8, RingCentral, and DocuSign. I exhibited expertise in financial forecasting and performance reporting, delivering invaluable insights to assist in informed decision-making and contribute 24% to overall business growth.Oversaw monthly recurring revenue of over $50M by leading critical aspects such as order entry, invoicing, and customer support to ensure seamless operations and customer satisfaction.Optimized cost efficiencies and maximized revenue potential by overseeing vendor rebate and infrastructure negotiation.Improved customer experiences and increased retention by driving process improvement and program development initiatives focused on boosting customer lifecycle. Show less In this tenure, I directed service provisioning and revenue reconciliation for 30+ vendors, validating operations and financial accuracy. I oversaw the operations of new vendor onboarding initiatives and played a key role in establishing cross-functional lean processes to boost operational efficiency. I exhibited strong strategic project planning capabilities, leading transformative initiatives such as Amazon Web Services Solution Provider Program and Zoom channel onboarding. I pioneered process improvement initiatives through automation, lean process enhancements, and the successful execution of special projects.Mentored and inspired a diverse team of 60+ associates spread across 2 International shared service centers, steering critical tasks such as usage report reconciliation, order entry, invoicing, and new vendor onboarding in 30+ countries.Performed comprehensive KPI analytics for 2 international shared service centers.Completed monthly revenue forecasting for 30+ vendors, totaling $75M+ in monthly recurring revenue. Show less In this job role, I steered customer retention efforts for cloud automation platforms, revamping onboarding and partner enablement programs to enhance partner satisfaction and loyalty. I managed enterprise program launches and migrations for renowned brands like Microsoft, Dropbox, DocuSign, and TrendMicro, transitioning customers to new platforms for enhanced services and features. I led User Acceptance Testing for new platform launches and upgrades, validating smooth/error-free experiences for end-users.Exhibited exceptional expertise in harnessing automated cloud platforms, partner insights, and vendor relationships to deliver outstanding customer experiences for Ingram Micro's Cloud Marketplace Partners.Attained a 16% reduction in attrition during H1 2017 by implementing partner enablement and training initiatives. Show less

  • Director of Vendor Management

    May 2022 - Jul 2023

  • Sr. Manager: Global Business Development and Programs

    Feb 2021 - May 2022

  • Cloud Vendor Manager

    Jul 2019 - Mar 2021

  • Global Operations Manager

    Dec 2017 - Jun 2019

  • Customer Experience Manager

    Oct 2016 - Dec 2017

  • Sr. Channel Account Specialist

    Jul 2014 - Oct 2016
• 

  Velosio

  Nov 2023 - now

  Director of Subscription Operations