Griffin Global Technologies operates within the esteemed THH technology family. My responsibilities involve nurturing client partnerships and maintaining unwavering standards of excellence in our deliverables. Through strategic analysis and innovative technology design, I cultivate tailored solutions for each client. By leveraging cutting-edge technology in our development processes, we forge enduring relationships built on trust and collaboration, transcending the conventional vendor-client dynamic.• Lead a hybrid-shore team of 150+ US- and Kenya-based engineering and analyst resources, and 50+ staffing resources, delivering projects with 99% on-time completion and exceeding customer satisfaction benchmarks.• Oversee service and product delivery teams, aligning customer needs with technical solutions through thorough discovery and analysis, achieving a 25% improvement in project outcomes.• Facilitate seamless collaboration between customer technology teams and in-house software engineering, reducing communication gaps and ensuring 100% alignment with client requirements.• Drive Agile development processes, leading sprint planning, stand-ups, grooming sessions, and reviews, which resulted in a 30% reduction in time-to-market for customer solutions.• Designed and implemented a comprehensive new employee onboarding program, reducing ramp-up time by 25% and achieving a 95% employee satisfaction rate with cultural and organizational training tailored to ensure new hires are fully equipped to excel in their roles.• Designed and implemented leadership development programs for a hybrid-shore engineering organization, improving team productivity by 25% and enhancing managerial capabilities to support organizational growth.

• Reported directly to the GM/Chief Revenue Officer for North America Fitness & Well-Being, leading senior executives and a team of 75+ customer-facing professionals across Onboarding, Support, Success, Account Management, and Professional Services.• Achieved a 90% year-over-year revenue increase for flagship products while maintaining >93% customer satisfaction (CSAT) and >95% customer retention, surpassing industry benchmarks.• Transformed the customer journey, optimizing processes to reduce churn by 20% and significantly improve Net Promoter Score (NPS).• Implemented Knowledge-Centered Support (KCS) methodology and launched a premium support model for enterprise clients, driving a 30% increase in support efficiency and customer engagement.• Directed Salesforce integration and operational process enhancements, improving KPI visibility, reducing reporting time by 40%, and increasing team productivity by 15%.• Spearheaded the phased retirement and migration of legacy products, ensuring seamless transitions and maintaining service excellence.

Ultimate Software and Kronos Inc merged to create UKG• Led the development and execution of Customer Success strategies for the UKG Pro customer base, driving a 95% retention rate and exceeding customer satisfaction benchmarks.• Enhanced customer experience by implementing data-driven initiatives that increased Net Promoter Score (NPS) by 20% • Managed a team of regionally aligned Senior Service Excellence Managers, overseeing a national organization of 50+ Customer Success Managers and Account Managers.• Championed strategic initiatives to evolve and enhanced customer journey, resulting in a 15% growth in upselling and cross-sell opportunities.• Established and monitored department KPIs to ensure alignment with corporate retention and satisfaction goals, achieving consistent top-quartile performance.• Provided oversight for the entire customer base, ensuring success criteria and metrics supported long-term customer loyalty and revenue growth. Ultimate Software

• Report to the Vice President of Customer Success, responsible for the development and execution of direct account management for our customer base• Focused on improving our overall customer experience with product and services• Manage a team of regionally aligned Sr. People Success Managers • Provide the appropriate level of management oversight for our entire customer base and assure success criteria measurements are aligned with overall company retention and customer satisfaction goals

• Oversaw a team of consultants managing UltiPro Workplace implementations in the Northeast Region, achieving a 98% on-time activation rate for sales contracts and driving >90% customer satisfaction during onboarding.• Partnered with sales teams to ensure seamless activation engagement, contributing to a 15% increase in regional customer retention and accelerating time-to-value for new clients.

• Manage a team of 13 Health and Welfare Benefit Administrators for the largest client (volume/revenue) in the entire Southeast region (second largest nationally)• Lead weekly status calls with client contacts, third-party administrators, and internal technology team• Manage all weekly/monthly interface files (payroll, HR Data, and all vendor files)• Responsible for monitoring all operational aspects of new client implementations/divestitures• Ensure quality output for all weekly/monthly client deliverables• Operational lead for Active Annual Enrollment and Year-end projects