Spearheaded the Customer Experience organization of 900+ Technical Support, Professional Services, Customer Success Management, and Operations professionals for 20K+ customers globally. Restructured Technical Support and Professional Services from division-based teams to centralized global organizations to increase scale and efficiency for this ERP software company with 40+ brands serving SMBs in the Manufacturing, Field Service, Lumber and Building Materials, Residential Home Construction, and Distribution industries. Standardized job leveling and career growth structure for all organizations. Implemented one standard Salesforce Service Cloud instance for all global Technical Support organizations and a standard Financial Force PSA instance within the Salesforce environment for Professional Services automation. Coordinated with Sales and Services teams to provide holistic support for identified top customers and newly implemented customers.

Governed Customer Care and Customer Experience, leading an organization comprised of 4 offshore and 9 domestic centers with 930+ Customer Care agents. Established the first overall customer satisfaction metric for One Technologies, serving as a member of the senior leadership team. Drove the initiative to map customer journeys for top 5 customer segments (personas) and implement improvement efforts to redefine the CX through the entire customer lifecycle, setting a new standard for the industry.

Orchestrated all Global Customer Advocacy (GCA) organization aspects accountable for Critical Situation Management, McAfee’s Top Customer Program, Customer Journey Mapping, continuous improvement initiatives, customer loyalty satisfaction measurements, new joint customer process, and procedure development. Developed customer journey maps for the Support and Sales organizations to provide a consistent approach to the CX through all customer lifecycle phases.

Led all post sales service organizations for ReachLocal which became a publicly traded company in March, 2010. Organizations included Campaign Performance, Customer Advocacy, Support, Web Presence Professionals, Field Programs and Publisher Operations supporting over 17,000 clients.

Responsible for Client Services, Customer Care Services and Client Onboarding. Client Services was responsible for client relationships, contract renewals and account performance for all Speed FC clients. Customer Care Services was responsible for all call center operations and development for call centers in Columbus Ohio, Dallas TX and Queretaro Mexico.

Joined GSI through the acquisition of Accretive Commerce and responsible for all GSI South (formerly Accretive Commerce) Client accounts. The Client Services organization is responsible for new Client onboardings as well as all post sales Client management and contract renewals.

Organizational responsibilities included global development and improvement of customer facing processes for field service organizations, management and leadership for top executive level customer crisis situations, customer situational knowledge management, proactive account risk assessment and mitigation for top level customers.

Promoted to direct the world wide Enterprise Services Account Management (ESAM) organization. The ESAM organization managed all post sales customer satisfaction and service sales for the iPlanet joint venture with Sun Microsystems.