I lead global CISD’s Channel Innovation and L&D teams to build capabilities for aftermarket physical and digital products driving impact for customer-facing roles and directly contributing to revenue growth for CAT and our Dealer network.Some of the key responsibilities in my role include: • AI Strategy: Leading Caterpillar’s CISD AI strategy for training, with a focus on implementation and scaling for global training and enablement. • VR Training Strategy: Developing and implementing a VR-based training strategy tailored for delivery across North America, South America, EAME, and APAC regions, enhancing interactive learning experiences. • Innovative Training Programs: Designing cutting-edge training initiatives for dealer networks, channel partners, and sales teams, empowering them to better serve customers and drive growth. • Global Development Culture: Championing a culture of continuous learning and development, people passionate for the work they do and the people we serve, aligning strategies across regions to foster global excellence.It’s incredibly rewarding to see how our efforts translate into tangible benefits for our customers, contributing to the success of Caterpillar and our partners. I’m excited to continue this journey, driving more innovation and growth!

In my role as the North America Product Lead for Augmented Reality (AR), I focused on planning, designing, developing, and scaling post-sales/after-market AR solutions. My mission was to support enterprise AR clients, reduce churn, and drive increased annual recurring revenue.Key responsibilities included: • Driving Growth Initiatives: Collaborated closely with sales and pre-sales teams to fuel business development and capitalize on growth opportunities. • Strategic Team Leadership: Provided strategic direction to a team of 80+ North America Customer Success Managers supporting AR clients (Studio Product), identifying trends, success stories, product gaps, and proactively developing risk mitigation plans. • Delivering Customer Value: Partnered with key stakeholders to integrate solutions, ensuring rapid time-to-value and tangible benefits for clients in a scalable and impactful way.

As a Customer Success Lead, I drove the digital transformation of high-stakes, strategic B2B enterprise clients—including Fortune 500 pharmaceutical, medical device, military, U.S. defense contractors, and manufacturing firms—using PTC’s advanced solutions. My role was pivotal in orchestrating account governance, overseeing seamless customer upgrades, and managing the implementation, deployment, and scaling of enterprise SaaS products across global operations. These solutions, which spanned CAD, PLM, Augmented Reality, and IoT, were deployed on robust Azure and AWS platforms to deliver lasting impact.Key Achievements: • Strategic Transformation Leadership: Spearheaded digital transformation initiatives for some of the largest enterprise clients, ensuring a 360-degree solution adoption across operations, significantly accelerating their digital maturity and operational efficiency. • High-Impact Results: Partnered closely with cross-functional teams to design and execute customized solutions that addressed sector-specific challenges, reduced time-to-value, and consistently exceeded ROI expectations. • Award-Winning Excellence: Earned multiple Excellence Awards from PTC’s Customer Success division and Sales, a testament to my commitment to client satisfaction and ability to drive measurable business results.

In this role, I assembled and led a world-class, cross-functional team of content editors, certification and credentialing experts, engineers, and educators to create transformative technical training experiences. Through visionary leadership, I directed the development of comprehensive learning paths and rigorous competency frameworks, directly enhancing customer support and field enablement across multiple regions, solidifying our brand as a leader in customer education.Key Achievements: • Global Impact in Customer Education: Spearheaded the design and deployment of innovative, high-impact training programs, ensuring customers and field teams across North America, EMEA, APAC, and South America gained crucial skills to excel. These programs increased engagement and advanced technical proficiency, driving customer success and loyalty. • Strategic Benchmarking & Competitive Excellence: Established continuous benchmarking practices against top industry standards, both internally and externally, ensuring our customer education programs remained unrivaled in quality, relevance, and market competitiveness. • Fostering a Culture of Innovation & Operational Discipline: Cultivated a collaborative and disciplined team environment that valued process excellence and innovation. This approach enabled us to continually refine our programs in response to evolving global market demands, setting new standards for efficiency and educational impact.

Dedicated to customer enablement and success, I proactively identified pertinent learning opportunities and formulated strategic enablement plans to enhance training efficacy and deliver optimal value to our valued customers. Leading a cross-functional team, I spearheaded the design and delivery of exceptional learning experiences that empowered more than 80 enterprise customers to efficiently and effectively embrace a recently implemented software solution created from Salesforce. This initiative resulted in a significant reduction in time-to-value and a notable increase in adoption rates, showcasing our commitment to facilitating seamless customer onboarding and success.

As the leader responsible for formulating and implementing organizational change management solutions, employee training and development strategies, and process enhancements, my focus was on elevating company efficiency and overcoming key business challenges through strategic initiatives. By spearheading these efforts, I aimed to drive impactful transformations that optimized operations, empowered employees, and positioned the organization for sustained success in a dynamic business landscape.

In my capacity as a key leader at a software startup with expertise in customized enterprise applications, I spearheaded transformative efforts to propel customer success and enablement to new heights. My strategic vision and hands-on approach were instrumental in conceptualizing, implementing, and refining comprehensive training programs tailored to meet the unique needs of a diverse spectrum of stakeholders, both within the organization and externally. By meticulously developing and delivering impactful training programs and personalized learning paths, I played a pivotal role in equipping teams with the knowledge and skills essential for driving innovation, fostering collaboration, and achieving remarkable results in a dynamic and competitive marketplace.

I overhauled and oversaw the employee onboarding program and call center new hire training for Commonwealth Care in partnership with the Massachusetts Health Connector. Furthermore, I founded and managed the Quality Assurance organization as an integral component of the onboarding program to ensure top-tier customer service and offer crucial assistance for the achievements of our new team members.Note: Employed at Public Consulting Group and dedicated to supporting Dell Inc. exclusively.