• Own startup and scaling of CX advisory capability within the US—e.g., define GTM strategy, product and services portfolio, delivery team and client pipeline. • Deliver and support CX programs enabled with Qualtrics / Medallia that focus on combining CX insights, data and analytics (NPS, CSAT, CLV, CX ROI) with broad customer strategy to drive results

• Provide advisory services to Fortune 500 media, entertainment and technology clients focused on delivering sales and service solutions to support organizations through solving digital/cloud, process, and organizational change related issues • Responsible for account management, relationship building, delivery and revenue generation on global accounts within the technology and media industries• Serving as offering development and go-to-market leader for alliance with a leading technology company which specializes in professional networking. • Driving cross competency B2B commercial excellence sales and service offering combining customer experience design, cloud based technologies, and customer operations, organizational transition, and change adoption.

• Role focuses on providing advisory services to technology and media clients. Drive solutions related to organizational agility, strategy, design and change management and adoption services to support clients solving their people issues. • Work at the intersection of customer (customer experience, sales, service), technology (SaaS, digital, CRM, CPQ) and human capital (org design, governance, culture, and change) issues.Project worked on included: • Org and change leader for lead to quote transformation focusing on the direct and indirect sales channels.• Strategic change and business readiness for the deployment of a SFDC implementation for a Service & Support organization. • Organizational assessment of org model, governance, implementation methodology, and interaction model.

• Served as business process lead on solution definition phase of lead to cash transformation project leading and managing 3 resources through future state process design and roadmap development for lead to cash capabilities.• Worked with program leadership and client executives to develop and prioritize a program level roadmap which focused on delivering between $2M - $4M in total benefits and cost savings through a phased implementation approach with future state initiatives targeting both quick-wins and longer term initiatives. • Managed and led quantitative benefits case development which focused on measuring financial impacts of identified future state program initiatives and processes aligned to key financial metrics—i.e., cash improvements, margin improvements, cost reduction, and revenue generation.• Served as project manager of three phases of project delivery work and supporting client account management activities including managing and selling add-on services, building and maintaining client relationships and participating in overall long term account and revenue planning. Additional responsibilities included providing advisory and management expertise in support of project planning, tracking and execution to client stakeholders and executives. • Served as program manager for commercial security complex business division. Developed program office, launched formal program management initiatives and served in advisory and management capacity in the operational program office. Worked to align program projects, resources, and activities, as well as, provided communications and updates to program executives and steering committees. • Led process design for a new city wide SmartGrid program affecting the residential customers in the greater Michigan area. Program design included call center setup, customer recruiting and retention, customer operations and supporting performance management structure

• 5 years of technology and business process consulting experience, including ERP implementations and transformation work. • Subject matter expertise in order to cash end to end business processes, as well as, in distribution processes related to order management, pricing, warehouse management, inventory management, and transportation management. • Industry experience in Consumer Business and Manufacturing, specifically related to Consumer Packaged Goods, Diversified Manufacturing and Distribution, and Wholesale.• End to end ERP systems implementation experience. Direct experience with 4 full lifecycle ERP implementations. • Skilled in managing small teams, project components, tasks and deliverables. Able to identify, isolate and solve complex business problems to help improve client and business efficiency and accuracy.• Experienced in developing and delivering client and user training and knowledge transfer, as well as, facilitating change management concepts.