Customer success and account management of clients nationwide to ensure satisfaction and success with their IT solutions. Managed vendor relationships to collaborate between partners and customers to ensure effective products & solutions.

-- Influential leader of a global team of 10 technical product managers, overseeing CX analytics platform, marketing cloud portfolio, and mobile apps.-- Improved average NPS score by 30 points through development of Analytics & Tealeaf web and mobile application portfolio roadmap balancing market need, client insights, & technology goals.-- Generated $1M in infrastructure cost savings by migrating from physical infrastructure to AWS.-- Using agile/scrum delivery, executed strategic plans for B2B product portfolio, aligning with company objectives and roadmaps.-- Built AI roadmap to introduce natural language models and AI algorithms into portfolio. -- Conducted market analysis & research to identify Total Addressable Market and built out GTM, pricing and delivery model for new MVP products. -- Created a data platform and common user interface across product portfolio-- Developed, promoted and repositioned team using the 9-box model to optimize team composition, ensuring the right individuals were in key roles for enhanced performance.-- Mentored product managers, fostering professional growth, and building a cohesive team.-- Collaborated with engineering, data science, marketing, & sales worldwide teams to translate product requirements into technical specifications.-- Executed SaaS product strategy & vision to internal and external stakeholders and teams.-- Delivered data platform, conversational AI integration, and API data exchange for vendor integration.-- Featured speaker at various analytics and customer conferences, contributing expertise to industry discussions and trends, including Keynote speaker at Forrester CX Conference.

Product management leader for IBM's Customer Experience Analytics software portfolio, including IBM Tealeaf, Digital Analytics and Universal Behavior Exchange. I am accountable to understand customer needs, expand into new markets, meet revenue targets, and lead & inspire a team of 11 offering managers across a SaaS and on-premise analytics portfolio of world-class offerings.

Responsible for product strategy and direction of web analytics and journey analytics offerings at IBM. I own the P&L for portfolio, define development direction and collaborate with cross-functional offering team to bring offerings to market.

Unica NetInsight technical account manager, leading clients in web analytics strategy, website/mobile/social media tracking and comprehensive reporting.

Responsibility to create and direct new department within the company. Create process documentation and diagrams to demonstrate department interaction with current company practices, other departmental procedures and clients' interaction at various opportunities in the software development lifecycle. Forecast and billing projections to track progress against company sales and quota to support company goals.Established relationships and served as primary contact with customer base, responsible for generating business development and providing online strategy. Communicated with marketing and IT clients about specific needs including search engine optimization, pay-per-click management, analytics tracking, ASP.NET website development, CMS implementation, social media optimization, and web/SQL and physical/virtual hosting. Key Achievements include:Initiated redevelopment of client extranetIncrease business with existing clients by 34% Close $3.0M in salesMaintain relationships with 125 active customersIncreased in project SEO efforts by 10%

Project manager and long term client relationship management for 75 clients. Successfully managed a multitude of projects ranging from Design, information architecture, requirements gathering, HTML layout, CMS implementation, custom application development, search engine optimization, pay-per-click and social media optimization. Maintained ongoing relationships with clients to provide support for post-implementation, website enhancements and SEM opportunities. Managed communications with clients about project status specific to timeline and budget. Collaborated with and managed internal team resources to keep projects on schedule and budget. Accountable for deadlines, estimates and change control procedures for assigned projects. Participated in training programs and mentoring for new staff. Key Achievements include:Maintained resource management tool for understanding short-term resource requirementsTrained 4 new employeesCompleted 60 client projects Managed up to 15 concurrent projects 9% Average up sale for projects in process

HTML Support 2007Collaborate with team of 5 to complete on-going web support requests of 200 clients. Focused on HTML and CSS updates to websites and intranets. Communicated directly with clients to discuss updates and notify clients of testing procedures and completion status.

2007 Direct website and marketing efforts for department including offline promotional videos, brochures and online website development and maintenance. Sole owner of department PHP website maintenance and online and offline photography efforts. Supervise department priorities, employee tasks and both internal and external projects. Key Achievements include:Directed effort to build promotional event websiteSupervise and manage 6 employees Trained 6 employees on web maintenance and Photoshop