Responsible for executing on IBM’s Security vision and strategy to ensure the successful performance of the Worldwide Security business generating $2 Billion in annual transactional revenue. Lead worldwide team to provide tactical account management and relationship management to our top tier on-premise and SaaS clients.Direct Responsibilities include:• Effectively manage the global client success organization to grow the business, and develop account retention strategies with the goal of strengthening and enhancing long term client relationships• Responsible for increasing IBM Security’s top account advocacy and delight measured by Medallia’s NPS• Accountable for achieving deployment revenue objectives. Identify accounts that may not be fully utilizing the IBM Security portfolio to its full potential. Execute on plans to increase adoption.• Influence annual transaction revenue by building successful partnerships with client business leads and key decision makers to identify and expand opportunities to increase account revenue share and collaborating with sales team for potential cross selling opportunities• Direct, motivate, manage and lead a strong and seasoned team focused on client success.• Drive operational efficiencies and innovations across the client success organization.

Direct all aspects of world wide support operations for the Security Intelligence portfolio. Lead technical groups in the US, Canada, Belfast, Dublin, Singapore, Pune providing pre and post sales support; 24 X 7 critical issue support; maintain and grow a $120 million annual maintenance and support revenue stream for the segment. • Drive support business transformation with more involvement in social business, and knowledge centered support resulting in 30K pmrs being avoided worldwide.• Evangelize the use of different social channels to promote collaboration, efficiency and call avoidance, resulting in 20% less pmrs year over year.• Promoted new support processes/tools for Cloud and SaaS offerings.• Partner with product delivery and development to influence products serviceability, consumability and quality. • Develop pro-active client programs to drive retention, reduce cost and drive adoption of our software.

Responsible for a global support team of 130 people for products spanning across the Rational portfolio.• Developed a successful support operation in Brazil, providing pre-sales and post-sales support for our LATAM clients. Expanded the mission to provide support to North American clients to enhance margin contribution and increase client satisfaction. • Managed the acquisition and integration of the BuildForge product into IBM. • Established a global fly team with deep technical engineers to augment Services for configuration, deployment and resolving complex client issues. • Managed the Technical Vitality Program for Support, co-led Software Group People Drive Team to create programs to promote employee development.• Established a worldwide Operational Excellence team to improve quality of our support delivery. • Led the world wide CSPO team and participated on the cross IBM team to improve processes and effectiveness of this program office.

The company built an innovative engine for executing very sophisticated, interactive, long-running multi-channel marketing programs. The solution was sold to over 25 customers, including Analog Devices, Agilent, Boise Cascade, MicroStrategy, National Semiconductor and Vail Resorts. Revenio's patented flagship product is now shipping as Vignette Dialog