As Chief Customer Success Officer for Espressive, I lead multiple strategic business units that support customers. I lead the Global ML/AI Pre-Sales team that partners with sales to grow the business, knockout competitors, and secure the technical win. I also lead the Global Professional Services team that successfully gets customers live within 6 weeks; delivering an ultra-quick time to value. I am also responsible for the Customer Success Team that focuses on renewals/upsells and ensuring that our customers get the most value from our solutions. I also lead the Customer Support team as well to ensure customers continue to get amazing support. Essentially, I have the privilege of helping build and lead all things “Customer” at Espressive.Key Responsibilities/Accomplishments:• Partnering with Chief Revenue Officer on overall sales/pre-sales strategy and sales process• Active in providing product design feedback and working with Chief Product Officer on patented innovation• Interact with Espressive Board of Directors to review overall Customer Success• Meet with new potential company investors to review Customer Success• Create and refine account Discovery, POC, and ROI process for prospects• Provide key competitive intelligence and playbooks for winning against competitors• Built automation lab for demonstrations and POC evaluations• Setup innovative compensation structure to reward Customer Success based on customer adoption and ROI• Setup NPS process and maintained a consistent 90+ industry leading score• Maintained an over 80% POC success rate by creating a competitive/engaging eval process • Created QBR process to ensure leadership alignment for customers • Created field request process for bringing customer feedback to product mgmt.• Setup new escalation procedures for supporting customer escalations and meeting SLAs• Started Customer User Groups to help customers innovate and share ideas• Built Success platform to ensure customer health

Member of the Board of Directors at Nuestra Casa focusing on community awareness, social networking outreach, and 501(c)(3) transition planning.- Leading social engineering best practices by collaborating with LinkedIn, Twitter, and Facebook.- Actively campaigning to acquire new funding- Created new mobile and donor facing website

- Building pre-sales leadership team to support rapidly growing business in the West region.- Partnering with Sales/Services teams to continue enhancing pre-sales effectiveness.- Establishing mentoring programs to enable growing teams to work together to enhance their skill set.- Working with leadership team to maintain amazing hiring standards and continue developing the team.- Identifying unique opportunities for the team to develop their careers and pursue new challenges.

- Leading a team of world class sales engineers in the top performing West region. - Hiring amazing talent to support rapidly growing business and to maintain recruiting pipeline.- Creating processes to align Services, Support, Marketing, and R&D with sales initiatives.- Developing team member skills to support the business and their professional goals.

TEAM MANGEMENT/DEVELOPMENT- Key specialist position in pre-sales, laying the foundation for team to deliver world class demos.- Serving as champion lead to align organizational expertise with business needs.- Consistently mentoring new team members to streamline on-boarding process.- Actively recruiting talent to support growing organization.ORGANIZATIONAL DEVELOPMENT- Partnered with product management team to align product requirements with sales initiatives. - Joined R&D team to build highly competitive solutions that can be easily demonstrated.- Trusted advisor to field marketing team for content delivery, messaging, and trade show effectiveness.- Collaborated with documentation team on creating video guides and product quick starts.- Worked with customer support team to establish operating procedures with pre-sales.- Helped establish best practices for trade show demo environments and lead generation.- Supported Education Services team by delivering courses, training instructors, and reviewing content.- Teamed with Expert Services team to enable consultants and provide guidance on post-sales activity.

- Automation subject matter expert in pre-sales- Support sales team on Runbook Automation and Discovery opportunities- Administrator for Pre-Sales lab environment to support Proof of Concepts and integrations.- Deliver Proof of Concepts for automating IT focusing on use cases for VMware Automation, Amazon EC2 instance management, Active Directory user management, and end point management.ServiceNow is a leading provider of cloud-based services that automate enterprise IT operations. We focus on transforming enterprise IT by automating and standardizing business processes and consolidating IT across the global enterprise. Organizations deploy our service to create a single system of record for enterprise IT, lower operational costs and enhance efficiency. Additionally, our customers use our extensible platform to build custom applications for automating activities unique to their business requirements.

- Took lead as specialist for Test Data Management solution.- Partnered with Product Management/Marketing to deliver new go to market content.- Participated in Global HP Innovation team to align internal practices with evolving business.

- Sales Engineer covering business in the Western Region.- Focused on delivering Proof of Concepts to prove out enterprise discovery solution.- Influential in establishing partnership with key vendors to develop Normalization business.

- Support sales organization by providing demonstrations and proofs of concepts.- Responsible for solutions sale of HP Software BTO portfolio - SME for ITILV3 aligning solutions with concentration on CMDB and Discovery- Active member of HP technical community focusing on competitive information.- Led enablement sessions on product functionality and strategy to national sales teams.- Provide sales deliverables, requirements, RFI, and ROI material.

- Supported sales organization by delivering demonstration of Mercury Quality Center solutions.- Obtained certifications on Mercury test automation solution.- Worked with R&D to establish best practices for .NET detection capabilities. - Grew into SME for Quick Test Professions .NET controls.- Led complex proof of concepts to demonstrate value of automated testing solutions.- Switched roles to cover Mercury Application Mapping discovery technologies, UCMDB.- Quickly evolved into SME for applciation Discovery solutions.

- Development and architecture for several enterprise J2EE projects. - Led off-shore enablement efforts for Accenture India Development Center.- Designed and implemented ETL processes to map legacy mainframe applications- Wrote analysis and design documentation to enforce application standards for developers.

- Developed automated testing applications. - Wrote and managed functional test cases for Dell Portable Systems.- Led a team effort to analyze and assess test coverage and efficiency.

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