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Provided strategic guidance on customer experience, customer success, operational excellence, and go-to-market strategies.

Chad spearheaded innovation initiatives within Salesforce's Customer Success organization, implementing GTM strategies that enhanced customer value, improved the customer experience, mitigated risks, and exceeded operational objectives. Through fostering close collaboration with Sales, Product Management, and Engineering, he optimized resource allocation and delivered top-tier experiences, significantly boosting customer ROI. By proactively building and engaging with customers, Chad challenged existing norms, identified untapped opportunities, and demonstrated the measurable ROI from the Salesforce ecosystem, paving the way for future investments.

In Chad's role as a Director of Customer Success for Bay Area headquartered customers, he was responsible for bringing our best ideas, innovations, capabilities, and industry-specific best practices to each customer, aligning them with their business goals to drive greater value and executive buy-in. Chad led the orchestration of Salesforce's Success services, providing best practices in areas like user adoption, sales pipeline growth, and strategic alignment with CxOs optimizing trust and buy-in. This resulted in a marked increase in customer satisfaction, retention, and expansion of Salesforce's footprint.

Built the framework and tools and facilitated the annual planning, investment strategy, and project prioritization process.

Leading a global team of over 50 professionals and supporting over 400 customers to achieve their goals, Chad spearheaded transformative initiatives that elevated the customer experience, boosted retention, and optimized operational efficiency. He championed a customer-centric digital transformation program, boldly pivoting from an on-premises model to a cloud-first model. This strategic shift fostered innovation, and streamlined operations across disparate departments, including Sales, TechOps, Finance, Services, Support, and Success, ultimately enhancing the Customer Experience.

Chad led a global technology team with responsibility for shaping the business's technology strategy, roadmap, and execution within Symantec's predominantly outsourced delivery framework. His key focus areas included strategy and operations, annual planning, business case development, solution design, architecture, implementation, and overall governance.

Leader in Juniper’s Information Technology and Business Process Re-engineering group responsible for global strategic initiatives. Focus areas included CRM, incentive compensation, master data management (MDM), data quality, and governance.

Responsible for CRM go-to-market strategies, business development, building a CRM practice, and delivery engagnemnets. - Successfully won and led an enterprise data architecture strategy engagement and Oracle master data implementation for a new $1B retail client. The master data project provided foundational elements necessary for their large-scale e-commerce re-design and Oracle product catalog hub implementation.- Managed a strategic project working across Cisco’s Sales Operations and Sales Finance organizations to improve sales data accuracy and timeliness. The strategy, tools, and process changes implemented resulted in near-real-time sales data accuracy.

Led a strategy, process and technology team focused on the development and delivery of methodologies and solutions focused on improving the customer experience and/or reducing the cost to serve.- Led a team to develop and deliver a homegrown methodology based on PMI, Lean and Six Sigma, named “F.A.S.T.E.R”. The objective was to have a lightweight version for the masses and a robust version for the professional Project Manager. Large projects were audited by Deloitte & Touche and reported out to the CEO. Solution areas spanned Marketing, Sales, Customer Support, Operations, eCommerce and Finance with a reduction in operating costs by approximately $70M annually.- Iteratively developed a methodology and tools for aggregating customer survey data, performing statistical analysis, and generating agent to executive reporting. The learnings changed how Countrywide measured sales and agent performance and drove over 30 customer facing initiatives within the first year. Financial benefits were approximated at $30M with customer satisfaction metrics significantly improved.- Envisioned and developed a service catalog consisting of standard offerings including software development, process analysis, solution implementation, process re-engineering, technology strategy and roadmaps.- Leader in a global team focused on implementing Siebel’s application suite across Countrywide’s Sales, Marketing and support organizations to enable a consistent customer experience and a rich cross-sell and up-sell capability.- Managed the deployment of Countrywide’s consumer (B2C) portal which had a coordinated launch date with the rebranding of Countrywide and a new stock ticker. This effort took significant coordination spanning 27 organizations on a very aggressive timeline. The “myCountrywide.com” portal was ranked #1 consumer mortgage banking website by Gomez, Inc.

Reporting to the Solutions Group Managing Director, led BearingPoint’s CRM Strategy and Innovation group. Developed and led a team specializing in CRM strategy consulting, methodologies and solutions and systems integration. Responsible for the strategy development, strategic alliances, go-to-market strategies, business development, and the lifecycle of clients.- Architected best in class repeatable solutions to address the high-demand and highly complex Customer Relationship Management (CRM) space. Worked with KPMG’s strategic partners and Gartner to build a center of excellence and lab for pre-configured go-to-market CRM solutions reducing customer risk, costs, timelines and implementation complexity.- New Service strategy for E*Trade significantly improved the customer experience, reduced average call wait times from over an hour to less than 2 minutes, and improved single call resolutions by 76%. This was achieved by designing and implementing a comprehensive CRM sales and service segmentation strategy along with personalized and real-time tiered service offerings.- Managed the design of Cisco Systems’ global customer service CRM strategy and technology architecture for their worldwide technical assistance centers. Aligned processes, operations and technologies to further improve customer satisfaction while reducing the cost to serve and providing high-quality, personalized and entitled global service across all channels (web, voice and email). Technologies included Cisco’s beta VoIP, Oracle, GeoTel and Kana. - Successfully won a $50M Boeing enterprise solution business development effort focusing on CRM, strategy, business process re-engineering and implementation. Deployed a comprehensive intranet web and IVR self-service solution for Boeing’s People Services (HR, Payroll, Staffing, and Benefits), delivering service to 450K end-users. Resulted in a 21% improvement in user satisfaction with a reduction in the cost to serve by 28%.

Responsible for leading project teams, selecting and managing vendors, and facilitating the adoption of new technology into the organization’s distributed computing environment. Provided technology consulting and delivery services to internal business partners while managing the overall architectural design, hardware and software selection, development, implementation, and testing for large-scale and complex call centers, voice networks and data networks (LANs, WANs, VoATM, VoIP and TDM).Successfully led Kaiser Permanente’s pharmacy operations call center consolidation initiative. Phone calls and foot traffic from members and doctors were re-directed away from the 120+ Northern California Kaiser pharmacies to the new centralized automated refill and service center. Immediate member and employee satisfaction improvements of 43% were seen with a reduction in operating costs of 30%.

Engineering, Operations, Manufacturing, Supply Chain, Process Optimization, M&A, White Label Business, Customer Experience, and Information Technology.