Providing strategic leadership and vision for the project management office, aligning Agency initiatives with the organizational transformation roadmap, overseeing cross-divisional initiatives, and fostering strategic partnerships for effective, innovative solutions.

• Provide leadership to client and D365 Customer Engagement teams to ensure expectations are aligned and commitments are met• Oversee project scope discovery and development• Work with project sponsor to develop project charter, goals, and priorities• Ownership of project P&L, including expected margin (sold margin)• Facilitate risk assessment/mitigation sessions and follow through risk management with a balanced and business priority-driven approach• Proactively provide frequent communication and updates to both customer executives and internal Hitachi Solutions stakeholders on project progression, current project margin, challenges, threats, etc

Launch Consulting Group is a business and technology consultancy. We direct traffic in the intersection between human experience and technological innovation. Launch provides thought leadership to shape the path forward and deliver outcomes through proven models, focused on quality, detail and impact.

• Collaborated in all areas of business from product development to establishment of Customer Success model in startup focused on developing an enterprise digital assistant leveraging the Dynamics 365 platform• Consulted on presales related activities, directly working with prospects to support functional and technical questions• Responsible for defining customer journeys, product backlog and sprint cadence to quickly deliver customer valueKey Highlights• Led initial rollout of digital assistant to large regional health insurance provider and national insurance carrier• Defined customer success and onboarding model• Established baseline metrics/reporting to determine success usage patterns

• Supervised team of 45 architects, project managers and consultants delivering multimillion-dollar global rollout of Dynamics 365 that included implementing sales, marketing, customer service, field service and advanced analytics• Developed and organized program plan and execution, followed by monitoring and reporting program progress• Identified issues and initiated corrective actions, serving as the program escalation point and communicated regularly with stakeholders within the team, organization, and externally• Managed program risk management process while ensuring quality processes• Reported program status to Executive Leadership regularly and participated in program steering committee meetingsKey Highlights• Delivered 7,000 seat global rollout replacing Salesforce with Dynamics 365• Met tight delivery timeline saving client over $1 million in renewal fees• Participated in defining strategy for global program management

• Drove continuous process improvement and operational excellence in global support and success for Dynamics CRM Independent Software Vendor (ISV)• Responsible for customer incident and problem resolution for team of 55 high touch technical support engineers and customer success managers• Achieved continuous process improvement for service delivery through a collaboration with Engineering, Development, Marketing, and Sales that resulted in consistently meeting SLAs • Developed a performance baseline that drove organization excellence by defining, tracking and incorporating KPI data consisting of CSAT, Aging Tickets and Ticket Reopens Key Highlights:• Ranked in top 2-3% of industry peer groups on customer satisfaction (95+) and response time based on Zendesk data• Grew customer team by 100% in 18 months, scaling support to meet demands of growing global customer and partner base• Built model to optimize resource planning and reduce incidents by closely analyzing ticket volume by region, category, resolution time, ticket backlog, and net customer additions• Built an onboarding program that provided structure for new hires adding ongoing training on best practices for engineering performance, partner interaction, and customer success

• Provided project leadership and business acumen to carry team through entire deal lifecycle from opportunity development to project delivery and support• Capitalized on the effective implementation of Microsoft Dynamics CRM to enable customers to improve profitability through automation of sales, customer service and marketing processes• Led Executive Steering Committees and provided program guidance and best practices recommendations to organizations which facilitated their digital transformation approachKey Highlights:• Managed portfolio of projects accounting for over $4 million a year in revenue• Led a multi-year engagement for a large regional health insurance provider that streamlined workflow processes and eliminated redundant activities which led to a 50% reduction in data entry time and increased staff capacity• Introduced best practices to the organization that standardized the implementation of CRM programs for enterprise clients

• Directed staff of 150 employees in Installation Services, ERP Integration, Data Conversions, Custom Development, and Technical Support departments • Maintained exceptional operational performance and customer success by developing business and operating standards, processes and procedures, and consistent delivery within each of the departments• Collaborated with senior leadership and client stakeholders in advisory and consultative roles, ensuring product and service satisfaction• Managed large-scope projects for premier clients, navigating technical challenges and customer success