• Peer to peer resource helping those impacted with pancreas disease by sharing knowledge, experience and advocating for patients.• Helping the national staff with those impacted by pancreatitis and pancreatic cancer through funding cutting-edge research, advocating for new and better therapies, and providing support and education for patients, caregivers, and health care professionals.

Leading multi-million dollar global technology services outsourcing partnerships from presales solution design to successful operational go-live.

Peer to peer resource helping those impacted with pancreatic and ampullary disease by sharing knowledge, building community and advocating for patients.

• Developed a customer success strategy focused and founded on defining key customer moments, empathy, outside-in design thinking, sentiment analysis, persona-based journey mapping, and company-wide Customer Experience (CX) training, yielding a +54 pt NPS shift.• Drove 115% ARR growth over 4 years by addressing key dissatisfaction drivers and communication failures, and transforming reactive customer support teams into customer-centric, transparent, and proactive units. • Boosted performance metrics and customer time to value through AI-enabled modernized digital experiences, proactive success playbooks, and ML-enhanced backend systems for early sentiment detection, exceeding industry gold standards with 92% GRR, a 5% increase in CSAT, and a 20% reduction in MTTR.• Generated >$10M in net new sales leads in 1.5 years by establishing a new customer success growth program.

Worldwide leader of a 175-person team serving a $450 million portfolio of Fortune 500 firms, delivering a superior customer experience that drives higher levels of customer satisfaction, NPS, adoption, loyalty and growth. • Coached and guided senior directors, directors, and managers to create and execute strategic operating plans with measurable goals, timelines, and management systems achieving 95% of annual KPI attainment• Increasing renewal rates by 3% shifting support resources earlier in the customer user journey, proactively reaching out to customers and executing adoption barrier playbooks• Top “Voice of the Customer” advocate across Sales, Engineering, Product Management, and SaaS Operations, driving improved customer outcomes and strong cross-functional relationships• Executive bridge for customer executives, helping strengthen the partnership and relationship with CA, including acting as the top escalation point for critical customer situation resolution

Leader of 90-person team for a $120 million portfolio of enterprise-class security and network management software.• Drove an ever-improving customer experience producing a 35-point NPS improvement over 2 years, 25% reduction in customer issue age, and a 75% reduction in customer backlog, resulting in higher levels of customer loyalty, satisfaction, and growth.• Primary “Voice of the Customer” proponent collaborating with Product Management, Development, and Sustaining Engineering, reducing defect backlogs by 80% and increasing customer enhancements by 25%.• Improved scale, maturity, and productivity of team while increasing focus, morale, and global team collaboration.Responsible for global delivery of enterprise software support, Single Sign On (Siteminder), Privileged Access Manager (fka Xceedium), Privileged Identity Manager and Advanced Authentication.

• Led global transformation programs improving utilization of people, process and technology for a 1,200 person business unit with 15 worldwide centers. Optimized workflows for implementation of Salesforce’s Service Cloud

Monetized, commercialized and launched products for enterprise software companies developing go-to-market plans, pricing and market sizing models. Created multi-channel marketing strategies and competitive research to assist that effort. Helped launch VoltDB, an extreme OLTP database company (www.voltdb.com).

Launched enterprise software company for data center management products, building from stealth mode to 60+ customers and $4.6 million venture capital investment. Built the company brand and directed all product marketing efforts, including product and market positioning, sales messaging and lead generation.- Developed a multi-channel marketing strategy establishing VKernel as the thought-leader and technology frontrunner within our niche in 10 months. Targeted ad campaigns, lead nurturing, email campaigns, SEO, PPC, webinars, user group presentations, blogging and community forum involvement contributed to $2.1 million in pipeline growth in Q1 and exceeding lead generation goals by 165% in Q2.- HummerWinblad and Polaris Ventures

Co-founded a trade media and advertising company selling pre-owned automobiles online and in print at 3,600 retail outlets from New York City to Maine, much like the Autotrader.com success story. Successfully created a market niche and viable growth company where one previously did not exist. Before exiting the company thousands of magazines were being sold every two weeks and our advertiser client base topped 200.- Performed extensive market research and financial forecasting, outlined the core business case and created a 3-year business plan to develop and expand operations coast-to-coast. Directing all marketing, financial and business operations attained cash-flow-positive within 10 months. Increased revenue by 120% in year two and achieved a 25% gross operating margin.- Developed strategic distribution partnerships doubling retail outlets from 1,200 to 2,400 after 16 months, ultimately to 3,600, becoming the outright leader within our niche. Cultivated executive relationships raising a $1 million venture capital offer to accelerate sales and fuel the strategic marketing growth plan.

Managed enterprise software development projects at Fortune 500 companies, including Fidelity Investments E-business, Liberty Mutual, AIG, Lincoln Life Financial and Oce North America. Net worth of projects exceeded $4 million.- Responsible for the client relationships, teams up to 16 resources, all project deliverables and budgets valuing $1.2 million to $250,000. Created project plans, financial forecasting tools, status and issue tracking reports delivering 90% of the projects on time and on budget. Often received high scoring team evaluations and follow-on business.