- Providing strategic consulting and fractionized Customer Success leadership for Web3 & AI Startups. Focused on driving adoption, growing developer share, and boosting platform success.- Advised Founders and C-Level executives on pivotal initiatives: Product-market fit, Platform Adoption, Developer Evangelism, Product Design, Support, CRM, Engineering, Conference and Event Management.- Manage globally distributed nodes for blockchains, achieving an 99.999% uptime. Hosted nodes for prominent projects: Flux, Akash, Presearch, Timpi, Streamr, Algorand and others.General Partner of Chain Reaction Angel investment group. Personally specialize in driving deal flow for the DePIN, RWA and Web3 integration verticals. I increased deal flow by over 85% in 2024. - Board Advisor Web3 Enabler: Integrating Web3 payment solutions into traditional Web2 SaaS platforms.- Strategic Advisor SQE.io: The world’s first quantum secure decentralized blockchain-based platform.

Setting strategy for Technical Account Management, Customer Support, Onboarding, and Professional Services across all product lines including DevOps, Data Backup and Trust Center.- Designed and executed new customer success programs, executive engagement strategies, and joint success plans, achieving over 40% year-over-year growth.- Slashed onboarding times by 35% and reduced the number of long running implementations by over 95% by optimization processes and developing a range of onboarding services- Reduced case volume by 34% and cut response times by 20% by developing comprehensive training- Executive sponsor that oversaw the successful onboarding of our enterprise clients including Lumen, Google, Merck, Citibank, Snowflake, Royal Bank of Canada and the US Navy.

In this role, I grew the business by driving multi-year customer success transformation programs and leading high-performing teams of success managers, support engineers, service architects, and renewal leads. I crafted and implemented the strategic vision in alignment with KPIs, ensuring a streamlined workflow and optimal team performance with no compromise on quality. Showcasing a strong understanding of customer needs, I developed journey maps, identified and eliminated fiction, and triggered solutions that enhanced the customer journey.Some of my key contributions are as follows:• Directed and achieved overall success of the Lightning Transformation program, part of a $4B portfolio across 25 business units by developing and implementing strategy, leading teams, and understanding customer needs.• Slashed attrition risk and grew total account value by leading customer-facing transition from classic UI to Lightning Experience while tracking top 500 customers; collaborated with leadership to craft future-plan strategy.• Increased customer adoption of new Salesforce MFA mandate and collaborated with Forrester to produce comprehensive report on total economic impact showing 164% ROI on MFA for customers.• Saved $5M in annual support costs and avoided customer crisis impacting over 40,000 customers by negotiating End of Life (EOL) timelines, additional features, and customer communications strategies.• Recognized and resolved gap by enabling customer support group to troubleshoot performance issues with new Lightning Platform; created internal coaching program benefitting 500+ architects and support team members, empowering them to resolve over 10,000 customer issues.• Selected for Architect Review Team to partner with state and local governments to launch Salesforce Vaccine Cloud.

Here, I guided platform success teams to directly engage with top-tier strategic customers and partners, delivering applications on Salesforce in defined and bespoke engagement models. I held full portfolio ownership for highly successful programs that were delivered across 25 global regions to thousands of customers and partners. Additionally, I owned all customer success outcomes including increased renewal rates, product adoption, expansion, and advocacy, while reducing churn. Serving as a voice of the customer, I collaborated with executive product leaders to create additions to core platforms such as Salesforce Optimizer, Salesforce DX, and Lightning Web Components.Some of my key contributions are as follows:• Amplified customer satisfaction, growing CSAT score from 4.2 to 4.7 within first eight months by revamping health program, which saved approximately 1,000 labor hours a year and served as foundation for performing technical architecture, code health, and other maturity assessments.• Unlocked customer value and increased product adoption by introducing architecture-based best practices programs for governance, CI/CD DevOps, and application building.

Performing in dual role as an engagement manager and enterprise architect, I oversaw large scale implementations and steered teams to design and implement integration architectures spanning cloud providers, on-premise software, and homegrown systems. Communicating regularly with clients, I was able to understand and navigate their cloud migration strategy.Some of my key contributions are as follows:• Delivered successful cloud solutions for top organizations including Home Depot, Volvo, The Environmental Defense Fund, DHL, Harvard Business Publishing, and Citigroup.• Steered seamless 1,000+ user service cloud implementation with Live Chat for Rosetta Stone in 10 weeks.

Driving the technical strategy, operations, and a team of 10 FTEs, I led the completion of several projects. Overseeing a $2M annual budget for hardware, software, and services, I ensured that funds were allocated and managed appropriately. I also directed a project to migrate opensource code compliance solutions to cloud via Amazon Web Services (AWS) EC2. Additionally, I administered all business applications.

At this time, I directed application development integrating internal solutions and programs into Salesforce. I was successful in reducing a portfolio of nearly 150 ad hoc software tools residing on various platforms to approximately 25 homogenous applications.

Following Insight acquiring additional funding, promoted to lead transformation of key products from on-premise applications to SaaS. Led the team responsible for gathering and prioritizing product requirements from all stakeholders. Collaborated with management to ensure product vision and roadmap supported the overall strategy. Collaborated with integration partners such as Google and Intuit.

Managed a team of 8 high velocity support engineers that resolved over 30,000 customer support issues per year. Tracked resolution using Salesforce. Became the Salesforce Product Owner, Admin and Developer.