Led two vital teams focused on driving customer success and robust software deployment across the automotive and power equipment sectors. Strategically guided customer-facing initiatives and professional services, ensuring high standards of implementation, training, and strategic communication while managing a significant budget and fostering client relationships to enhance service delivery and profitability.Designed and launched a new Review Dispute service, generating $250K in additional annual recurring revenue within three months at a 93% profit margin.Elevated customer satisfaction scores to 91% for 2023 through targeted team training and enhanced engagement strategies, resulting in 100% CSAT scores in two consecutive months.Decreased 90-day customer cancellation rate by 80% by improving the team's product implementation skills and effective customer education.

Guided a remote team comprised of 11 consultants, 5 designers, and 2 team leaders, managing a substantial monthly portfolio valued at over $4M in ARR for a SaaS company specializing in legal case management systems. Spearheaded enhancing implementation processes, substantially reducing client escalations, and improving team effectiveness through focused leadership and deep client engagement.Dramatically reduced client escalations by 90% through intensive coaching and the development of both product expertise and soft skills among Implementation Managers.Enhanced team stability and reduced turnover by implementing robust training programs and fostering an environment of supportive leadership.

Managed a team of 12 senior project managers and specialists in a complex fintech environment, significantly growing the customer base and business scale during the COVID-19 pandemic. Developed and enhanced automated accounts payable processes, facilitated alignment of organizational core values, and drove customer onboarding improvements that supported scaling in a dynamic business landscape.Decreased early contract cancellations by 75% through strategic cross-functional collaboration that developed tailored business solutions, improving customer satisfaction and retention.Implemented eLearning modules for customers integrating with NetSuite, leading to a 15% decrease in onboarding time and a 20% increase in customer satisfaction.Reduced escalations by 75% by enhancing customer onboarding experiences, ensuring high customer satisfaction and support.

A client-facing product manager for an eLearning company that was embraced by most Fortune 100 firms I guided various stages of the customer journey from sales enablement to contract closure. Led both local and remote teams, including staff, contractors, and offshore professionals in Instructional Design, Development, and QA, to enhance engagement and streamline project execution for bespoke eLearning solutions.Pioneered an agile project approach for a complex multi-course training program, significantly cutting production time and delivering early to enable beta testing, which maximized margins while maintaining high-quality standards.Implemented and optimized a new project management system, Clarizen, improving project tracking, financial reporting, and internal training processes, which enhanced overall project execution and customer satisfaction.Achieved 15% client upsell rates by building solid and lasting relationships through personalized engagement and meticulously managed eLearning projects.Led the strategic planning and production of tailored eLearning programs, significantly boosting client satisfaction and retention across numerous corporate accounts.

Managed complex transaction disputes to boost customer experience through creative resolution strategies and sound business decisions, maintaining integrity and cost-efficiency in high-stakes environments.Resolved an international fraud case, preventing a $10K loss in a single transaction and securing continued business worth hundreds of thousands of dollars.Deployed effective solutions for complex cases, significantly improving client satisfaction and trust in the platform.

Led day-to-day operations across multiple departments, including Audio, Video, Lighting, Freight, Staffing, and Design, optimizing project logistics, equipment management, and staff assignments for global staging and broadcast services. Directed facilities upgrades and IT services, ensuring high operational standards and efficient resource management.Implemented a wireless barcode scanning system and optimized equipment flow to enhance warehouse operations efficiency, reducing redundant equipment rental by 20%.Decreased need for warehouse contract staffing by improving inventory management and shipping processes.Directed significant facilities upgrades, improving infrastructure and operational capabilities.

Responsible for account management, technical system design, and implementation, enhancing project quality through detailed planning and reporting. Led global, technical, and creative projects, ensuring effective staffing and logistical arrangements to meet diverse client needs across multiple sectors.Reduced onsite labor costs by 20% and cut unplanned equipment rentals by 80% by creating detailed pre-event engineering plans and efficient crew workflows.Launched a successful Midnight Launch event across 120 locations, designing comprehensive logistics and support plans that ensured seamless execution and reduced onsite issues.Executed a global tour across 20 cities in 4 weeks for a major hardware launch, ensuring flawless execution and enhancing client and shareholder value.

• Production design increasing global brand awareness and identity• Established process allowing product development to be accelerated and tracked through a matrix of KPI’s• Team training and professional development increasing project efficiencies

• Increased operational efficiency by implementing formal quality control procedure• Strategic procurement planning, optimizing capital expenses to support new revenue growth channels• Hiring and establishment of regular individual and department performance reviews• Cross-functional team training, establishing means for teammates to competently interact with diverse technical groups