Global head of Customer Success responsible for VMware’s Cloud portfolio customer base and continuously growing ARR. In this role, I lead a worldwide organization consisting of CSMs, Partner Success Management, CS Engineers, and Onboarding and Activations teams. Accomplishments Include:- Ensuring customers across all markets and segments achieve rapid time to first value (TTFV) and best in class experience deploying and migrating workloads in the cloud (85% decrease in TTFV through FY24).- Achieved 47% ARR growth.- Refined and implemented SaaS transformation strategies cross functionally to ensure proper health and measurement of the business.

Designed global CSM execution excellence strategy for key impact areas such as adoption, customer outcomes, retention, annual recurring revenue (ARR), expansion, cost to serve, and time to value

- Formed Splunk’s first ever dedicated CSM and Renewals teams focused solely on the Worldwide SMB/Commercial segment. - ARR under management while in this role grew to >$200M whilst our teams delivered the highest retention rates in the company’s history for the segment (15% improvement YoY).

- Responsible for customer success and adoption across three sub-theaters with $120M in ARR under management- Developing high performing talent from the most junior CSM to seasoned professional consultants - Manage and staff long term resource engagements for accounts across North America- Ensure alignment with Pre-Sales business partners to drive adoption strategies

-Owns functional responsibility of the CSM Mountain and Central regions-Driving standards for hiring, training, development and commercial execution in the field. -Drive customer success strategies responsible for customers' post-sales lifecycle to enable adoption and expertise with Splunk's platform and technology.-Conducts periodic customer check-ins, business reviews, and serves as a strategic advisor for customers-Coordinates Splunk internal resources and drives customer advocacy, as needed

- Proactively drive customers through success planning and Center of Excellence build-outs.- Support and guide customer resources that include Splunk Sponsors, Stakeholders, Architects, Knowledge Managers, Developers and Users for increasing Splunk adoption and overall customer success.-Assist and provide expert best practices in adoption, expansion, additional use cases and in setting up Splunk Center of Excellence.- Assist with system upgrade planning and execution.- Provide insights with respect to the availability and applicability of new products and features.- Identify in collaboration with the Splunk Account team the key success criteria for Splunk deployment and drive customer success and satisfaction.- Act as the Splunk liaison for Splunk technical questions, issues or escalations. Including working with Splunk Support, Product Management (i.e. roadmaps), or others as needed.- Work closely with the Splunk Account Team (Account Manager, SE, CA, PS and EDU) to identify opportunities for new usage of Splunk across organizational functions.

-Led phenomenal Layered Products Services (LPS) team responsible for application administration of DIRECTV’s Order Management System, AT&T order & provisioning fallout management systems, home security solution, and various internet facing applications.--LPS will build, configure, implement, and augment application stacks --LPS is responsible for application release build deployments in production and non-production environments--LPS will participate in the architectural planning, design, build, and cutover of new applications/components--LPS will deliver infrastructure and operations project on time and under budget-Successfully led insourcing of the DTV Order Management System’s 11 production and non-production environments from a 3rd party into DIRECTV hosted data centers on schedule.-Successfully insourced Production Support/LPS function for AT&T order and provisioning fallout management systems from a managed services partner to internal AT&T LPS team.

-Manage DIRECTV Event Management (NOC) team providing 24x7x365 monitoring and analysis of all Enterprise IT infrastructure.-Coordinate emergency response, lead triage efforts with various IT teams to drive resolution of critical incidents and communicate executive summary updates to VP and C level executives-Serve as vendor manager between the IT Ops Production Support organization and outsourced IVR vendor. This role is responsible for participating in the IT Governance process and ensure the vendor follows DIRECTV processes for Incident & Problem Management.-Negotiate SOW terms with staffing vendors and responsible for coaching, staff development, and performance evaluations for staff as well as approves timecards and invoices.