Sylvia Ricci
Knoxville
Summary
Programs manager with expertise in channel growth strategies and system optimization. Achieved 200% increase in services registration auto-approval rates, significantly enhancing program performance. Developed and managed Atlassian Partner services programs, including Services Registration, partner CSATs, Partner of Record (POR) program for co-delivery insights, and Influence Bookings calculation.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Programs Manager, Program & Services
Atlassian
Knoxville
12.2022 - 03.2026
- Directed strategy evolution and execution of global partner services programs to enhance partner differentiation.
- Managed end-to-end lifecycle of services programs, ensuring data-driven attribution for partner expertise.
- Drove auto-approve growth of services registration program by 200%, increasing auto-approval rates from 20% to 60%.
- Oversaw program enhancements and system improvements to streamline operations and resolve partner challenges.
- Collaborated with cross-functional teams to align programs with product and go-to-market strategies.
- Monitored program performance metrics and partner outcomes to inform strategic decision-making.
- Educated partners and internal teams on program updates and best practices through webinars and documentation.
Lead Manager, Worldwide Partner Programs
Citrix
Fort Lauderdale
04.2020 - 11.2022
- Optimized and expanded Citrix partner programs, driving channel growth.
- Executed automation of deal registration program, reducing sales reliance and safeguarding program integrity.
- Pioneered global compliance attestation program, achieving high success rates.
- Transitioned education systems from Pearson Vue to Clarus, ensuring partner certification standards were upheld.
Manager, Worldwide Partner Programs
Citrix
Fort Lauderdale
06.2018 - 04.2022
- Executed new partner programs aligned with internal sales and channel revenue goals, driving partner engagement.
- Developed positioning and messaging for Citrix partner programs, enhancing alignment with sales objectives and increasing partner effectiveness.
- Designed and authored program content to enhance partner engagement and effectiveness.
- Specialized in VAR program competencies, certifications, and partner benefits to improve partner performance.
Senior Partner Relationship Management Analyst
WW Sales Systems, Citrix
Fort Lauderdale
09.2017 - 05.2018
- Ensured timely and effective fulfillment of system requirements for partner relationship management program.
- Collaborated with worldwide and geo partner programs to gather business requirements and provide subject matter expertise.
- Engaged with business partners to identify system limitations, facilitating effective solutions.
- Coordinated with IT to deliver functional requirements, facilitating testing and rollout activities.
- Managed enhancement requests through IT process, launching new features as available.
- Worked with business analysts and technical leads to implement robust solutions addressing identified issues.
- Enabled Citrix channel by optimizing systems and digital commerce platforms, driving business growth.
- Collaborated with global virtual team to enhance operational effectiveness across worldwide operations.
Lead Partner Relationship Management Analyst
WW Sales Systems, Citrix
Fort Lauderdale
03.2016 - 09.2017
- Optimized and configured revenue-impacting business systems to enhance functionality.
- Acted as subject-matter expert for partner specialization compliance and certification systems.
- Collaborated with IT to address additional business requirements, enhancing partner system efficiency.
- Facilitated adoption of new system enhancements to improve processes within Citrix sales organization.
- Managed regular system maintenance and conducted ad hoc reporting to meet business user needs.
Channel Operations Analyst II
WW Partner Operations & Programs, Citrix
Fort Lauderdale
10.2013 - 03.2016
- Acted as primary liaison for sales systems and IT enhancement projects across regions, promoting alignment and efficiency.
- Managed project for enterprise PRM systems, enabling collaboration among global cross-functional teams.
- Monitored enterprise PRM systems to maintain accurate partner data and streamline account management.
- Facilitated user acceptance testing for changes in enterprise PRM systems.
- Managed operations of Channel Central website for global channel team.
- Documented operational processes and best practices for channel operations.
- Managed administration of global reporting tools, supporting new users effectively.
- Generated ad-hoc reports on channel growth and significant business metrics.
Education
Bachelor of Science - Entertainment Business
Full Sail University
Winter Park, FL03-2013
Skills
- Business development
- Channel growth
- Strategic alignment
- Performance analysis
- Data-driven decisions
- System optimization
- Salesforce administration certification
Certification
Salesforce Administrator
Timeline
Programs Manager, Program & Services
Atlassian
12.2022 - 03.2026
Lead Manager, Worldwide Partner Programs
Citrix
04.2020 - 11.2022
Manager, Worldwide Partner Programs
Citrix
06.2018 - 04.2022
Senior Partner Relationship Management Analyst
WW Sales Systems, Citrix
09.2017 - 05.2018
Lead Partner Relationship Management Analyst
WW Sales Systems, Citrix
03.2016 - 09.2017
Channel Operations Analyst II
WW Partner Operations & Programs, Citrix
10.2013 - 03.2016
Bachelor of Science - Entertainment Business
Full Sail University