Reporting directly to the CEO, helped to launch this startup from the ground up, building all Sales & Marketing processes, GTM plans, tools, partnerships, contracts, and more.➟ Hired and enabled Sales & Marketing team in the US and Honduras.➟ Defined revenue streams, ICPs, and sales approach to create a $2M+ pipeline of qualified leads.➟ Implemented tools and processes to ensure tight alignment between Sales, Marketing, and Customer Success.

Recruited to lead and refresh the US-based Sales function on a 6-month employment contract.➟ Managed the largest customer accounts, closed nearly $1M in deals and created a $2M+ pipeline of qualified leads.➟ Mentored and supported individual contributors in the Sales, Marketing, and Delivery teams.➟ Streamlined Sales processes, established targets/quotas, and defined KPI metrics to quantify our performance.

I co-founded Zendicoded to provide a framework for the SMB market to modernize operations and supporting technologies.➟ Established Sales and Delivery partnerships for on-shore, near-shore, and off-shore scalability: 3 Sales partnerships in the US, 2 Sales and Delivery partnerships in LATAM, and 1 Delivery partnership in India.➟ Booked $630K in 2021 with 4X team growth.

In 2018, I was recruited to invigorate underperforming sales in North America by directing Sales, Service Delivery, and Operations. I applied people-focused, common-sense leadership that instilled accountability and trust, and propelled the team to achieve target for the first time in company history, driving 300% revenue growth within my tenure.➟ Enabled 80+ near and off-shore resources (from ESL to technical), establishing all processes and policies.➟ Attained 98% customer retention with a satisfaction score of 9.1/10.➟ Recognized by Gartner as a top 20 Elite ServiceNow Partner.➟ Implemented and transitioned to PEO, increasing employee satisfaction and benefit offerings, and streamlining payroll management.

As a “whale hunter,” I helped customers solve for complex needs through the power of the ServiceNow platform and served as an expert resource to peers on their most challenging accounts.➟ Closed $3M+ in Professional Services within 10 months and a pipeline of $2M by addressing the needs of large enterprise (Fortune 500) clients. ➟ Grew existing accounts 30%+ YOY and SecOps, GRC, and HRSD practices by 40% as an individual contributor.

Transitioning roles in 2016, I worked closely with customers and prospects to identify key business drivers and provide outcome-based solutions through ServiceNow Professional Services. ➟ Doubled Professional Services sales in the Southwest—to $20M—through drive, perseverance, passion, and doing what is right by the customer, always.➟ Boosted delivery output 15% by closely working with the ServiceNow Implementation Partner ecosystem.➟ Achieved and maintained a Customer Satisfaction score of 9/10.

Within my first role with ServiceNow, I led a remote team and provided delivery oversight to ensure customer success throughout the adoption of the ServiceNow Platform. I quickly transitioned to direct all delivery teams for the Southwest while working alongside Sales and Marketing to help grow customer adoption of the platform. ➟ Oversaw annual Professional Services revenue of $20M+ and enabled LATAM partnerships for near-shore resources (Mexico, Colombia, Argentina).➟ Delivered productivity, process, and customer service improvements that enhanced teams, maximized revenue, and achieved objectives through the development of innovative and cost-effective solutions.➟ Played a key role throughout the end-to-end life cycle, including business process analysis, process management, solutions architecture, rapid development, delivery and production support with strong change control, governance, and a focus on continuous service improvement and customer success.➟ Validated all Statements of Work (SOW) and Change Orders to ensure successful delivery.➟ Provided team leadership and KPI-driven performance management.

I directed TeleTech's global IT Service Management teams to deliver process, governance, systems, and operational support. I led local and virtual teams in Argentina, Brazil, and the Philippines to provide strategic vision, service delivery, life-cycle support, and development for our ever-growing ITSM demands. Additionally, I owned and managed TeleTech's Monitoring, Security, and HR systems (from selection to post-implementation support).➟ Supported corporate entities in Buenos Aires, Argentina leading local IT operations for 5 call centers in support of 6,000+ people.➟ Managed IT Operations for 6 Call Centers in Brazil.➟ Consolidated more than 50 monitoring and security tool-sets down to 5.➟ Introduced the organization to ITIL as a framework for operating IT business; trained 400+ technical resources on ITIL Foundations.➟ Modernized ITSM and HR systems through the implementation of the ServiceNow platform.➟ Significantly increased IT's internal NPS from 5 to 80+ through process overhaul and workflow automation.

Joining ESM in 2009, I led a team of developers and support technicians in the implementation and maintenance of ITSM and collaboration solutions.➟ Established processes (ITSM) and systems in support of Service Management (OTRS, SharePoint).➟ Expanded the team and scope from just me to a team of 5.➟ Worked closely with the executive team in preparation for acquisition.

During my 4 years with the organization, I managed a team of developers and support technicians to design custom solutions that met specific client needs. ➟ Served as the chief client liaison and relationship manager to gain a complete understanding of requirements, and develop and implement technical/functional solutions and corresponding procedures to maintain and support established applications. ➟ Mentored and developed the team, encouraging professional and personal growth.

As an IT Services Associate, I designed applications and business process solutions for 2 key corporate divisions, serving in a strategic consultant role for internal clients on technology needs, ensuring efficient resource allocation, maintaining up-to-date knowledge of new/available technologies, and negotiating competitive pricing with technology vendors.➟ Developed reference-able CMDB (before I knew what a CMDB was) that allowed for anyone in the organization to find a person, team, and/or system and their relationship to each other (as well as current status of systems).➟ Introduced a C-Suite dashboard with Hyperion and web portal technology to display critical financial data in an easy-to-consume format.➟ Reduced time for development of automated and shared training calendars from 6 weeks to 1 week in support of more than 2,000 people.➟ Supported the Records Management team in selection of technical solutions and process design.

➟ Provided web development solutions and consultation services for 5 customers in the biopharmaceutical industry.