Portfolio Risk Platform for Construction Finance

Schedule C Software is my pet project.The financial tools currently available to the service industry (hair stylists, barbers, masseurs, estheticians...) are horribly broken and rarely used by the professionals in these industries. Accounting tools with a steep setup and learning curve, poor user experience, or a focus on invoice creation are simply not well suited for the pay as you go service industry. The apps available today fall way to paper notepads or clunky spreadsheets. Schedule C is changing the paradigm by creating a client centric model that fits right into the service professionals daily routine. Customer service and productivity are actually improved with access to real-time client insights. Financial data is automatically captured and recorded, with detailed reporting becoming available with no data entry or fumbling with accounting software.The goal of Schedule C Software is to build productivity tools that are incredibly easy to use and adopt, and deliver financial reporting and insights with no effort needed from the service professional.

MyGuide is a leading Digital Adoption Platform (DAP) enabling companies to accelerate adoption of customized Saas applications such as Salesforce and Workday, and help users perform tasks quickly by offering inline guides, tool tips, form validations, automation, and detailed workflow insights.EdCast LXP is an award winning Learning Experience Platform used by many of the words top enterprises and governments to upskill and retain employees by offering ML AI based content recommendations.EdCast Marketplace offers a vast ecosystem of publishers providing eLearning, ILT, VILT, business simulations and more enabling learners to earn industry recognized certifications and delivering an unmatched learner experience.Together the EdCast Knowledge Cloud offerings are helping enterprise realize the Future of Work today. We are growing like wild fire and are on the cutting edge of disruptive industries.

Responsible for Customer Success Strategy, execution, and oversight of the CSM and presales technical solutions consulting teams.Managed team of Customer Success Managers. Developed and implemented customer on-boarding methodology and best practices, user onboarding and user engagement playbook, managed all technical deployments and customer training. Managed Sales Engineering (SE) team with responsibility for all pre-sales technical initiatives, POC’s, RFP’s, strategy, and territory alignment. Drove strategic initiatives such as:- A workflow management and tracking overhaul leveraging custom objects in Salesforce, facilitating CSM activity tracking of deployments and customer engagements, enabling workload management and executive reporting- Developed and published a “User Engagement Center” set of resources for promoting end-user adoption and “Syncplicity University” video and training resources to help drive and scale customer onboarding.- Customer feedback and insights (voice of customer) to product teams. Maintained priority list of sales blockers, adoption/deployment inhibitors, and enhancement requests. Drove product and feature GTM including oversight of beta/early access programs.

Board member for active Almaden Valley Swim Club and Home Owners Association representing more than $300m in single family homes and community assets, about 450 members, a staff of ~30 employees, and $250k annual operating budget.Treasurer: 2011 and 2012VP Pool Facilities: 2013

Executive leadership for Technical Support, Enterprise Support, and Customer Services initially reporting to CMO and later transitioning to the CTO. Established all processes, programs, and metrics for early stage organization.Created world class culture that delivers industry leading customer delight, yielding overall satisfaction approaching 4.5 out of 5 in a high volume, high efficiency operating environment.Created highly effective self-help infrastructure, Online Community development from nada, managed Social Media presence.Enterprise Sales support and enablement. Enterprise Account provisioning and onboarding.Created all metrics and executive reporting. Launched user survey’s and NPS program.

Created and Managed North America Critical Customer Group, defined processes for supporting Axways largest most strategic customers subscribing to premium support services.Created North America center of global escalation group from non-existent, to an integral component of Axway’s support and sustaining engineering model.Salvaged key financial account on the verge of leaving to a competitor by earning their trust and developing a strong partnership with the customer, evangelizing internally the importance of the account and reality of current level of risk, and developing a cross functional tiger team to resolve the accounts product and technical issue; effectively rallying the company around the challenge and securing more than $1 million in annual maintenance revenue, services, and additional licenses.Exceeded aggressive 80% “scorecard” goal by motivating and driving team to improve customer satisfaction based metrics. Improved consolidated score from single digit at team inception to well over 100% in 1.5 years.Improved product quality by streamlining communication channels between support and sustaining engineering teams.

Redefined support reputation from ‘liability’ to ‘industry leader’ boasting overall customer satisfaction ratings averaging 6.5 out of 7 by creating an “absolute customer satisfaction” culture, while reducing staff and lowering overall expenseIncreased revenues and earned Support the reputation of being a “sales weapon” by developing and executing on processes that ensure all pre-sales and deal-on-the-line sales escalations are handled effectively and with appropriate urgency.Sponsored and instituted Technical Account Manager (TAM) business and grew to 11 enterprise customers generating over $400k yearly in a new recurring revenue stream, all while reducing management expenses associated with supporting these key accounts and improving customer satisfaction and loyalty.Lead role in hardware committee that eliminated defunct appliance hardware in favor of robust name brand platform salvaging Tumbleweeds appliance-only email security business.Expanded knowledgebase from anemic web repository to deployment of a cutting edge knowledge management system and more than doubling the article content to 1200 quality articles significantly improving the efficiency of tier 1 support and nearly eliminating the need for more expensive tier 2 and 3 support teams to work on recurring technical problems.Eliminated an ineffective outsourced support operation in favor of expanding an existing in-house team.Published numerous process documents and several invaluable educational guides including:- Support Levels: an expectation setting guide for customers describing how support is provided for various technologies significantly simplifying “compatibility” discussions.- Alert Management: a detailed guide describing how to effectively manage customer escalations and provide robust status updates that instill confidence.- Developed extensive support tool library utilizing JavaScript and MS SQL/TSQL

Prestigious intellectual property law firm in the Silicon Valley (200 employees)Creatively improved efficiency supporting network, server infrastructure, and desktop environmentsPlan and implemented Windows 3.1 to Windows 95 to Windows NT migrations for entire user baseBuilt a mirror environment for a temporary satellite office in Washington DC and provided 30 attorney team with 24/7 infrastructure support for 4 week duration.

Developed custom websites for many small businesses.Created library of template websites that could be quickly and easily implemented by a customer.Negotiated all business contracts.Created and implemented advertising and marketing strategies targeting a niche market.

Solved the worlds problems, at least for the night...