Nauto is a real-time AI-powered machine learning B2B SaaS platform able to predict, actively prevent, and reduce high-risk events in the mobility ecosystem, enabling enterprises to reduce cost and risk. Backed by Greylock Partners, BMW, and GM Ventures.

Led a high performing global organization, delivering readiness support, customer onboarding, implementation, adoption, training, and deployment for customers worldwide.

Established a high performing global team of customer success, technical services, and client support professionals, delivering a best in class customer experience to some of the world's best-known brands.Responsible for scaling and optimizing Customer Success, Global Technical Support, Mission Critical Escalation Support, Strategic/Technical Account Management, Center of Excellence, Service Logistics, Service Operations, and Training/Educational Services. Led a global organization with centers in EMEA, JAPAC, and Americas, providing true 24x7 awesome experience to enterprise customers.Created customer success strategy and vision. Developed programs for customer retention and management with an emphasis on customer's business outcomes. Driving case deflection via self-service, while improving internal business processes. Implementing automated technical solutions, and optimizing tools & workflows. Providing proactive, predictive, and preventative value-added service, while improving operational efficiency.Tintri (SaaS startup, led through a successful IPO) is reinventing storage for the virtual enterprise. Tintri’s mission is to deliver public cloud agility in the enterprise data center, bringing the best of both worlds together; the agility of the public cloud with the control only possible in the data center. Named a "Visionary" in Gartner's 2014 Magic Quadrant for General-Purpose Disk Array, Tintri is the only storage platform in the industry that provides virtual machine-level data management and protection, analytics, and automation, with all-flash performance.

As a member of the executive leadership team, reporting to the CEO, responsible for building, revitalizing, and leading teams for customer experience, optimizing all post-sales delivery via a SaaS-based offering. • Built, operationalized, scaled, and oversaw a world-class end-to-end customer experience organization, creating and delivering rich interactive user engagement content reaching over 10 million users worldwide from brand name companies such as SanDisk, Yelp, Adobe, NetApp, Workday, and American Express.• Re-engineered the delivery and customer experience model by centralizing service operations, creating a Program Management Office (PMO), setting up scalable process flows, and user friendly training programs. Set up a new center in a low-cost location to reduce COGS.About GuideSpark:Venture capital-backed employee communications and engagement company that offers a robust full-service communications platform (PaaS) providing custom content creation and distribution of short, engaging, and cost-effective videos on HR-related content. The platform and content are accessible from any device, including mobile, and provides interactive user experience and deep analytics on user engagement. GuideSpark was recognized by Deloitte 500, Inc 500, and Forbes in Top 100 Most Promising American Company list twice.

Created a post-sales scalable Global Customer Experience & Support Strategy that allowed us to profitably accomplish our global growth and customer satisfaction goals, enabling our customer’s success through unparalleled knowledge delivery, training, and world-class customer experience.Created a unified Global Customer Experience and Support Organization from the ground up across all products & geographies for our Managed Services, Enablement Services, Cloud/SaaS Services, and Data Services businesses. Set up service centers in 5 countries.•Responsible for developing Global Services forecasting, utilization, capacity planning, vendor selection, partner management, and creating revenue-generating Support Services & Training Offerings. Overall P&L responsibility.•Responsible for creating customer communities, chat services, knowledge base, LMS, and tiered incident management support structure for all products across all customers. Product owner / Head of Engineering for the Managed Services application suite. Executive sponsor for large enterprise customers. About ServiceSource: Founded in 2002, ServiceSource (NASDAQ: SREV) provides recurring revenue management contracts maintenance, support, and subscription for technology and tech-enabled healthcare, and life sciences companies around the world through Managed Services and SaaS/Cloud offerings. Headquartered in San Francisco, with 2,600+ employees WW and $8 billion in opportunity under management, from top-100 technology companies such as F5, NetApp, Polycom, BMC, GE, Microsoft, Red Hat, Juniper, and VMware.

Global responsibility and accountability for customer experience and support delivery of Enterprise Storage and related software products. Lead and manage support teams located globally; responsible for the overall direction and performance of the Global Experience/Support team.Define Global Strategy for L1-L3 Technical Center, improving service contracts with key vendors. Drive customer satisfaction, providing a single source of expertise, Critical Situation Management, and global problem resolution. Interface with engineering throughout the product lifecycle.Monitor operational activity; Develop and leverage strategies to ensure consistency in customer care. Responsible for cost reductions (first contact resolution, process optimization, and technical enhancements). Oversee customer-facing knowledge content management and training operations. Key role in M&A integration for new acquisitions: Increase success by maximizing the value of the IP, and reduce implementation time by creating a framework. Joined via Sun Microsystems acquisition.

As an exp-pat expanded support services in Asia-Pacific. Established a new Services Center from the ground up and integrated the team with cross-functional teams. Hired local leadership, managers, program managers, escalations managers, and technical staff. Successfully created and lead an organization supporting 650+ products, creating a true 24x7 center servicing customer worldwide.

Managed a top-performing global services team of program managers, engineers, and tech support personnel providing mission-critical customer support to escalated problems for software products.In various roles as a team lead, a Program Manager, and a Sr. Consultant from 1995-2002, frequently visited customers globally to train and share best practices. Conducted extensive vendor negotiations, ensuring optimal value.Key contributer in several successful Six Sigma process improvement projects.

Designed networking software at Mastech, implemented solutions, provided technical product support, testing, and quality assurance to all end users.Developed network and comms device drivers at BFL. Led a team of engineers in the design, development, build, release, and support of software products.Designed a wide range of communication products at HCL-HP, including a voice mail system, switching system s/w. Previously, as a lecturer in the College of Engineering, I taught various courses to Computer Science Undergraduate students.