Responsible for the global customer success of Ironclad's renewals strategy and delivery to ensure we maximize the Gross Renewal Rate (GRR) and accelerate Net Dollar Retention (NDR).

Vice President within the Salesforce Customer Success & Growth organizationSpent 10+ years at Salesforce leading and transforming customer success teams (i.e Success Managers, Architects, Services, Renewal Managers and Technical Support) to drive customer growth and retainment. Served in Executive leadership positions (Director to Vice President) to play an integral role in building, leading and driving the global growth of our Commercial and Enterprise customer segments. Led organizations of 200+ during leadership tenure.As Vice President of Customer Success, responsible for transforming our enterprise business segment (i.e. top 30 customers) and driving a renewal rate into the 95+ percentile.Salesforce has been recognized four consecutive years as one of FORTUNE's 100 Best Companies to Work for. 2012, 2013 & 2014 named the World's Most Innovative Company by Forbes.

+ Leading Technical Account Managers and global operations driving CSAT > 9.4/10 and > 95% customer retention.+ Responsible for post-sales account managers to drive increased adoption and retention of Salesforce solution.+ Accountable for retention of $600M+ annual revenue stream of license subscriptions and Premier Support services.+ Driving strategy to improve end-to-end operational Premier Support customer experience + Established Premier Upsell program resulting in $1M+ per year in incremental revenue.+ Created Executive escalation and communication process resulting in a globally adopted program.+ Leading recruitment, development and retention programs, minimizing employee attrition to less than 2%.

+ Responsible for establishing global customer service delivery operations for mobile phone software solution.+ Led Quality Assurance team to system test mobile phone software applications resulting in zero defects.+ Created the SMS communication strategy for the mobile phone application, driving 3X customer subscriptions.+ Built the framework and customer service operations to handle end-to-end customer experience.+ Developed and negotiated successful partner agreements, establishing a global support center.

+ Reported directly to the Senior VP, of Global Support Services to assist with business strategy and direction.+ Responsible for worldwide business process improvement and integration across EMC customer support+ Successfully launched an integrated EMC software support portfolio for all worldwide customers.+ Responsible for driving the EMC online-support adoption rate to 80%, resulting in a 20%+ cost reduction.+ Led business alignment initiative to Protect EMC’s Top 20 revenue producing customers’ service experience.+ Successfully led a worldwide team to develop and launch an integrated CRM system for support operations. Director of Worldwide Support Planning & Business Strategy:+ Responsible for capital budgeting, operational metrics, service readiness, marketing and support tools strategy.+ Successfully developed support program integration strategy as a result of EMC business acquisitions.+ Led a team of support planning engineers focused on service readiness and influencing software serviceability.+ Managed efforts to achieve Service & Support Professionals Association Star Award – “Most Improved.”+ Achieved Service Strategies Corporation’s Support Center Certification.+ Managed services marketing team to successfully achieve 2004 ITSMA Services Marketing Excellence award.+ Overhauled the Global Software Services program strategy to drive 30% growth in revenue.

+ #1 Sales Executive in the company achieving 240% of targeted sales quota.+ Responsible for selling Internet infrastructure services into service providers and Global 2000 organizations.+ Developed revenue stream by partnering with system integrators, venture capitalist and other channel partners.+ Led a team of sales, business development, operations, engineering and marketing to acquire/grow customers.+ Contributed to team by sharing sales techniques, lucrative lead sources, product information and competitive updates.

+ Led global, cross-functional team to develop business plan and strategy for targeting ISPs and ASPs.+ Managed product and services business teams to provide effective solutions for Service Providers.+ Developed pricing models and packaged solutions that address ISP and ASP customer requirements.+ Successfully coached and managed team on career development and accomplishing business objectives. Product Line Manager, Global Services:+ Responsible for product mgmt. and product marketing of the professional services and support product line.+ Successfully launched new service and support portfolio, which achieved 40% growth in revenue.+ Established strategic partnership with systems management services firm to expand customer reach.

+ Responsible for defining e-business strategy for HP services and support.+ Defined growth strategies and increased customer loyalty and order growth by 20% with existing customers.+ Led global sales/marketing managers to increase services growth in the multi-billion dollar customer base by 30%. Product Line Manager, Mission Critical Enterprise Services:+ Managed a team of product managers and pricing analysts in the development of global Enterprise Services.+ Negotiated with a broad array of internal and external partners as well as cross-functional organizations. + Developed innovative service programs and business strategies by leading global, cross-functional teams.+ Led market research projects across multiple vertical markets (i.e. Telecom, Financial, Manufacturing, etc.). + Designed and implemented worldwide sales, channel and customer training programs.

+ Analyzed time-to-market, financial impact of Intel microprocessor products. + Conducted competitive analysis of Intel’s suppliers of microprocessor emulation hardware. + Analyzed the financial return of Intel’s multi-million dollar investment in hardware emulation products.+ Developed and presented financial results and recommendations to worldwide Group Controllers. + Led and executed the quarterly financial close and planning process for the division.

+ Led team of fifteen support engineers in providing complex technical consultation to global customers.+ Led efforts to establish a support center of ~100 engineers to meet growing demand.+ Technical lead responsible for representing AT&T as the expert in speech recognition technology. + Responsible for influencing product design based on current and future customer solution needs. + Technical liaison between customers, marketing and R&D division.