• Managed and grew my portfolio of SaaS clients in multiple verticals, tripling my number of clients and increasing net revenue over 500%, from $700k to $4.4 million. • Educated direct reports and the entire cross-functional team on the programs/services of our clients; kept issues logs, tracking and handling positive and negative experiences.• Became internal “go-to” person for highly complex and dissatisfied clients, to bring organization and effect positive results regarding their projects and goals. Was given direct responsibility for two such clients; both were retained and referenceable, protecting $1.2 million net revenue; one of them recently added a new 6-figure project.• Directly managed new client implementation projects. This included ensuring correct definition, handling and creation of all incoming/outgoing data files, accurate setup of data decisioning, correct setup of all campaign programs, thorough testing, and execution.• Consulted with and advised clients on their requests and also on our new products/services; wrote and negotiated new statements of work/contracts; made sure internal team understood all requirements and implemented accordingly.• Worked with several third-party providers on desired solutions and favorable pricing for my clients.• Developed many best practice procedures regarding organization/storage of client information, invoicing/collections procedures, statement of work creation, conducting client status meetings/meeting record-keeping (issues logs), and client communication. • Conducted quarterly reviews with clients. Discussed projects, goals and results/analytics of the quarter just completed, then planned for the upcoming quarter. Made sure our team and senior management was apprised of plans. Held twice yearly strategy/planning sessions with clients.• Conducted presentations to existing and potential clients.

* Used our proprietary platform to manage the direct mail and email marketing campaigns for several clients in various verticals including telecommunications, travel and hospitality, insurance, and financial institutions. * Managed new client implementation projects and ongoing service to them.* Made sure the program implementation team understood all requirements including data decisioning and the timeline/execution dates to complete numerous on-time email and direct mail marketing campaign deliveries for existing clients. * Built solid relationships with external business partners that were involved in service to my clients; made sure they understood expectations and timelines.* Was selected to have one of my large clients be the beta test for migration from our initial “Classic” software platform to our new “2.0” platform. Worked extensively with Client Engineering and Quality Assurance personnel to work through various bugs and kinks, all the while keeping the client happy and their projects moving forward.

• Oversaw our 24/7 credit union data center providing services to 59 credit union clients across the U.S.• Grew the data center in 5 years from 21 to 59 clients - $4.6 million annual revenue stream.• Responsible for finding additional products and services for our clients, negotiating pricing and signing contracts, and then working with the team to get them implemented.• Reduced Data Center errors by 52% in 12 months by tracking all service issues, looking for patterns, and taking steps to prevent future recurrences.• Served as executive liaison and main contact for the boards of directors of in-house and data center credit union users groups. This included discussions on new product/feature ideas to be offered in our software and data center.• Participated in annual presidents' meetings, a forum for CEO's to discuss future needs and wants.• Managed the 7-person IT team that serviced all internal and client networks. Increased revenue by 19% by creating a package of common services, eliminating piecemeal giveaway.• Negotiated both voice and data communications contracts for the data center with AT&T and Verizon. • Reduced number of aging help desk callls by 27% by implementing an automated call center system and call tracking system, both of which allowed insight into team performance and issue type and also escalated aging issues.• Shortened the implementation window of a new client by 22% by creating discovery documentation and other repeatable processes, streamlining the implementation effort.• Grew the annual client conference from a one-day single-track agenda function designed for Computer Operations personnel to a three-day, multi-track agenda function designed for personnel throughout credit unions, including CEO's.• Designed and oversaw execution of all required testing/reporting of Y2K certification for all data center clients.• Ensured we annually, successfully tested our data center disaster recovery plan and that we were SAS70-certified.

• Same as Senior Group Vice President less responsibility for credit union data center processing services.

Hands-on manager of a 3-person team that had responsibility for writing internal and end-user documentation for both online system use and computer operations, training manuals, new product functional specifications, demonstration scripts for our products, and articles for both the internal and external newsletters. Conducted training classes. Functioned as a technical resource for the product demonstration team.