Vividly is the leading provider of Trade Promotion Management software for the CPG industry. I oversee the Customer Experience organization, comprising of Customer Success, Tech Support, and Professional Services. We are rapidly scaling the business and leveraging both technology and great process to get there.

Shop-Ware is a leading edge Shop Management System leveraging SaaS to help the Automotive industry evolve their tech stack to modern, customer-centric workflows and robust customer communications. Our customers, and their customers, love it!

Leading and scaling the Customer Success and Technical Support functions across Enterprise, Mid-Market, SMB, and Channel Reseller Partners. Driving all post Sales customer life cycle journeys; onboarding, expansion, renewal, upsell.Expanding the approach, methodology, and processes associated with the full Customer life-cycle. Driving Success across the base and newly acquired Customers by leveraging technology and data analysis to continuously improve how we target those customers that need the most help at the right time.

Responsible for driving all post Sales customer life cycle journeys; onboarding, expansion, renewal, upsell. Strengthened Customer Success by optimizing and growing a world-class Customer Success and Tech Support organization. Created a customer-centric culture of accountability, employee engagement, and operational excellence through the use of data to drive outcomes.

Strategically ensuring our customers receive the help and support they need to make their businesses successful by overseeing the functions of:-Customer Success-Customer Care-Technical Support-Community and Knowledge-Enterprise Services-Customer Training

Demandforce was acquired by Intuit in May 2012. My focus shifted to Business Systems and PMO due to the large increase in business growth and the effort needed to optimize our business processes and business systems to support it.In March of 2015 I took on Customer Care and Collections.It was an interesting mix but allowed me to leverage technology and process improvements across a large part of the organization. We built a robust set of tools and processes to delight our Customers!

Joined Demandforce in 2011 when the company was at 170 employees. The business grew to 550 employees my role shifted to scale the Demandforce business systems and processes to support the large scale growth. Acting as the Business Unit CIO, provide vision and leadership for developing and implementing Demandforce’s information technology roadmap. Responsible for the IT budget, Vendor Management, Technology planning and roadmap.My organization included IT Delivery; PMO, Business Analysts, Development staff. Sales Enablement focus; Lead, Opportunity forecasting, and Account Management as well as Sales Productivity and Optimization through tools to facilitate customer interaction, inside sales and lead functions.IT Business Applications focus: Core business systems include Salesforce.com, Finance system management on the Zuora platform, and InsideSales.com. Product Management - Internal Systems: Own the end-to-end product life-cycle, growth and infrastructure strategy, and continuous improvement processes for the backend ecosystem.

Responsible to lead, manage and coordinate varied sales support functions and global operations through process and systems on the Salesforce.com platform. This included process improvements, operating mechanism refinement, reporting, sales employee development activities, sales communications, and sales enablement. I was responsible for the CRM roadmap and project portfolio, working closely with the IT team to deliver multiple initiatives to support the Sales organization.Worked closely with the CA technologies' Executive Leadership Team and geographic sales leadership regarding sales functions and effectiveness as well as the impact of sales capabilities relative to CA technologies' strategic and financial goals.

Managed a large team of Business Analysts and Developers to implement and drive adoption of the SAP Business Warehouse. This was a multi-year endeavor to consolidate numerous disparate data sources and also consolidate SAP reporting. I also led the implementation of the SAP MDM (Master Data Management) tool. This was a complex implementation dealing with SAP and Legacy systems. The result was a robust MDM tool managing all Customer data across the business and improving the data quality for information passed to the Warehouse.Managing data and implementing BI can be challenging. It takes the right person with focus and tenacity, with the ability to drive a vision across an organization to help the company realize the benefit of good data practices and consolidated reporting across key functions. I was commended on numerous occasions for my ability to achieve these results.

Implemented SAP Payroll and supported the implementation of the SAP HR system. This was a complex implementation spanning all of the Disney business units, salaried and hourly employees, time keeping, Minors Trust, and Actor residual payments.I was also part of the Hong Kong Disney opening team and implemented various interfaces and HK based wage type calculations. It was a terrific experience and I'll always be grateful for all that I learned during my time with Disney.

Four years of service in the U.S. Navy as a Gas Turbine Technician. Served aboard the USS Arleigh Burke (DDG51). Enlisted Surface Warefare Specialist.