Worked across 1,600 BeyondTrust employees to put customer needs at the center of everything we did; led team of 400 including Customer Success Management, Professional Services, TAM, Education & Enablement, Technical Support, Cloud Operations & Subscription Renewals organizations worldwide. Developed leaders & built high-performing teams which exceed industry standards:Established CSM team w/High-Touch & Digital CS processes for engagement with all customers of all sizes; Relationship survey improvement: 2018 NPS = +12 -> 2023 Corporate NPS = +62.Curated packaged Services & efficient custom Description of Service process for high-quality services w/flexibility to meet unique customer needs; Drove “customer-led” initiatives including customer self-scheduling of engagements & in-product guidance for self-onboarding of SaaS, consistently improving time-to-value; Operated at > 25% margin, while also assisting Sales & Partners; Transactional NPS > +70 upon project closure. Converted all learning content to e-Learning for flexible self-paced consumption of core material; Introduced Subscription Training w/instructor-led advanced topic workshops; Expanded BeyondTrust University to include Sales Enablement & enablement for Partner & BeyondTrust employees; Operated at > 30% margin, w/CSAT > 90% & transactional NPS > +70 upon course completion.Developed global response & escalation teams to meet strict security software SLAs, resulting in > 95% CSAT & Customer Effort scores & > +70 transactional NPS upon case closure; Added Support Customer Experience team to provide persona-based assistance for partners & customers by profile.3-years running, delivered 99.99% availability across 3 disparate technology stacks running on 2 Cloud service providers for more than 6,000 Identity & Access Security customers.Met & exceeded Maintenance & SaaS subscription renewal bookings, uplift, net retention & renewal rate targets for 5 years running, w/ > 20% growth every year.

Led Product Management, Solutions Marketing & Technical Marketing for BMC's $600m Service Management product lines.Transformed how Service Management, Infrastructure Discovery, & Endpoint Management gets done by taking a persona-based design approach to deliver all the power of BMC’s Remedy, Discovery & Client Management solutions, with a seamless user experience, on any device, from anywhere, as a SaaS solution.Reversed declining business to double-digit growth including > 20% growth in SaaS / Cloud solutions.

Managed all aspects of BMC’s Track-It! & FootPrints midmarket ITSM & Client Management business (former Numara Software business).Delivered on-plan Sales, Revenue & EBIDTA results, while leading strategic business transition initiatives & next period fiscal plan.

Integrated Numara Software organization & processes to the BMC business framework. Adapted BMC Services & Support practices for high-volume, high-touch, midmarket engagement.

Defined end-to-end customer engagement process for PE-held IT Service Management company: from first Marketing contact, through Sales outreach & close, to Services delivery, ongoing Support, & Maintenance or Subscription renewal.Led Professional Services, Training & Education, & Technical Support teams.Initiated, built-out & iterated Software-as-a-Service (SaaS) solution starting in 2006, resulting in full mid-market ITSM offering including client management launched as Numara Cloud in 2011.

Expanded acquired Track-It! Help Desk product portfolio with full endpoint Client Management capabilities, including: Patch Management, Software Deployment, & Remote Access solutions.Introduced best practice processes for Product Management & Quality Assurance.Doubled revenue over 3 years with Operating Income > 25%.

Guided strategic planning & business integration for four North American acquisitions, helping management teams define 3-year objectives, P&L plans, & sales targets to meet Intuit corporate objectives.Managed Intuit’s Asia Pacific businesses: redefined & transitioned Japan, China, ANZ, & South East Asia business strategies.

Transformed business & reinvigorated Intuit KK management team w/portfolio strategy re-plan.Set fiscal sales, expense, & revenue budgets; exceeded revenue plan with 25% operating income growth.

Integrated two acquired Japanese enterprise business management portfolios, rationalizing overlapping solution & go-to-market strategies (channel, retail, professional association) across Accounting, Sales, & Payroll management solutions.Introduced & built out Customer Intelligence, Product Management, Product Marketing & Technical Marketing functions.Launched Japan-localized versions of Intuit’s small business accounting product, QuickBooks.

Defined product strategy (customer & market requirements), business models, go-to-market & launch plans for Japan product portfolio.Delivered solution feature parity across Macintosh & Windows platforms.

Managed Software Quality Assurance & localization for Claris' full suite of Japanese productivity software for Macintosh and Windows: FileMaker Pro, ClarisWorks, MacWrite, MacDraw, MacProject, & ClarisImpact.Grew from team of 3 coordinating development across Claris engineering & master distributor resources to team of 25 delivering multiple cross-platform products with dedicated engineering resources.