Added customer support, enablement and professional services onboarding to existing customer success and renewals responsibilities. Actively working to uplevel the end-to-end customer journey, improve our customer experience and increase retention. Joined the executive team with reporting responsibility to the CEO and our Board of Directors.

Focused on continuous improvement through team initiatives that put the customer first: increased customer engagement with senior-stakeholder account reviews and special events, created an improved process for handling customer product input, and developed a renewals playbook to ensure operational excellence.

Accepted the opportunity to lead the Customer Success Management team. Built a team of outstanding CSMs and drove increased success of our customer base together with ensuring a predictable renewals business.

Led the professional services team responsible for all customer onboarding. Created fixed price offerings that resulted in more rapid customer time-to-value.

Best practices implementation consultant and subject matter expert responsible for assuring commercial and federal customers achieve desired benefits and value.

Led a team of internationally-distributed Practice Directors and ran it as a business within the professional services organization. Developed the consulting delivery methodology that drove repeatable customer value and high services margin. Managed team resources, financials and operations.

Best-practices business consultant for a portfolio of over 50 worldwide Fortune 500 clients. Drove customers to success and to desired outcomes per delivery methodology. Created new packaged services solutions available for sale to all clients and contributed to high margin to the services organization.

Managed projects and relationships for clients across the U.S. and Canada totaling over $1.2m in annual services gross revenue and a 35% net margin. Drove change to the project management team's processes including the development and maintenance of all process definitions and templates, ensuring consistency.

Built customer relationships for global customer implementations and worked with customer and internal teams to ensure a successful deployment of the supply chain solution.Worked with the VP of Services to build a tool and process for measuring current and forecasted services revenue to better manage team financials. Acted as customer escalation point.

Ran a portfolio of commercial and government customers like an independent business unit. Had full accountability for budget, resources, timeline, deliverables, and scope that consist of distributed teams across the U.S., Europe and India.Brought largest, most complex customer implementation to date in company history live at end of October 2006. Improved Sales and Services efficiencies by increasing the accuracy of time, scope and budget estimates in drafting Statements of Work based on best practices from past projects.

Facilitated the identification and acquisition of implementation specific requirements, and oversaw the analysis, configuration, documentation, testing, verification, implementation, and deployment of data management solutions. Created project plans, schedules, assignments, and deliverables for each project assigned. Developed, maintained and promoted positive relationships with clients. Successfully interfaced with the internal departments necessary to ensure the successful delivery of products and services.

Performed project management, strategic and technical consulting roles. Due to the “Internet-bust”, team was consolidated drastically so wore many hats in the implementation of the Niku Project Portfolio Management solution. Contributed to the development of Niku Professional Services strategies, policies and best practices. Led the effort to standardize and automate consulting deliverables. Served as technical expert for the XML Open Gateway API, Niku Datamart, integrated Actuate reports and design, as well as product customizations.

Managed Niku product functionality throughout the product life-cycle. Gathered product requirements, defined product vision, created preliminary design concepts, specified functional details and coordinated with engineering to implement and iterate. Collaborated with Engineering, Web Development, and Quality Assurance to implement functionality for product releases while adhering to a limited resource budget and timeline.

Managed the B2B Procurement product. Rolled-out information concerning all aspects of the product including technical specifications, functionality, positioning and configuration to the internal consulting sales, pre-sales force as well as to external partners and customers. Owned product demonstrations to high profile customers to drive sales deals. Supported SAP’s presence at global conferences. Organized, provided content for, and presented at various technical conferences and workshops.