Oversaw delivery of best-in-class support for 4,000 global b2b customers. The Workforce Ready Suite includes Time & Labor Management, HR, and Payroll solutions.• 95 Support Representatives located in North America and Europe Regions• 9.4/10 Customer Satisfaction score• Implemented new onboarding program for new hires, along with a cross-training program to increase rep skills• Rolled out in-product chat for customers to interact with support on demand• Introduced KCS support methodology• Created Hypercare Program for customers post-implementation/go-live• 30%-40% YoY customer and revenue growth

Implemented and managed strategic, cross-functional projects and initiatives to drive internal efficiencies, increase customer retention and satisfaction, and increase company revenue. Examples include:• Customer cloud migrations• Upgrade process improvements• Company NPS program• Customer health scores

Oversaw Professional Services Delivery, Project Management, Custom Development, and Technical Support for 9 Product Lines (Supply Chain/Vertical Solutions Group).• 1,500 customers• 140 global employees in North America, Europe, and Asia Pacific Regions• $63M annual revenue (2016)• 3 SaaS and 6 on premise products• Customer Satisfaction Score 98% • Overall Project Accuracy 94%

Oversaw daily operations of global support teams in North America, Europe and Asia Pacific regions, including support of internal systems, analytics and reporting, internal projects, process improvement, and customer retention.• Created and implemented Executive Outreach program• Used Qlikview for BI and analytics for Support and Education teams• Implemented and maintained new hire Boot Camp program• Managed At-Risk customers and developed plans for retention• Developed and maintained Mission Critical processes and SOP’s• Created internal tools to better equip support representatives• Utilized SCRUM methodology for development projects

Oversaw for customer support across 3 product lines (ERP and CRM) as well as a shared services team responsible for providing technical support for all company product lines.• Made2Manage ERPo 1500 customerso $27M in annual maintenanceo 27 direct reportso Improved customer satisfaction score from 60% to 90% (2010 – 2012)• Other products: Onyx CRM, Configuration Solutions• Shared Services Teamo Technical escalation team for 14 ERP and CRM product lineso Centralized technical knowledge to capitalize on scale across the company

Provided frontline and backline support for M2M customers. Created and maintained virtual machines for support testing. Trained and mentored new hires.

Provided technical support and account management for auto dealerships utilizing our data archiving solution. Ensuring customer engagement, adoption, and strategic upselling.