When I joined the organization, my primary focus was to tackle pressing issues in the customer success function, including onboarding delays and poor online feedback. I introduced a structured testing framework and established a feedback loop between customer success and product teams, enabling us to address compliance risks effectively in the regulated housing sector.I created an internal knowledge base to streamline processes, reducing unresolved support tickets and significantly improving our online reputation. By designing clear sales targets and growth strategies, I helped foster stronger customer relationships and drove meaningful expansion initiatives.To improve onboarding, I introduced a monetization approach for customer implementations, boosting completion rates and retention. By optimizing workflows, the team managed a growing customer base efficiently, enhancing user experience.I implemented our first GTM strategy, driving stronger lead generation and sales development. Focused investments in high-potential segments and forecasting tools streamlined quota management, improving sales predictability and efficiency.These initiatives aligned strategies with business goals, directing resources to high-value opportunities. The changes enhanced lead quality, elevated team performance, and built a foundation for sustained growth.

As Vice President of Deployments, I developed streamlined post-sales processes and led the implementation for our first major client, Washington, DC Police, after Series A funding. Transitioning to Chief Customer Officer and later Chief Operating Officer, I expanded the team from a small start-up to a global workforce of over 400, driving revenue growth with strategic account planning and market-focused sales models.I built the early-stage sales organization by concentrating on high-value customer segments and aligning efforts with our ideal customer profile. This approach accelerated sales performance, including the company’s strongest quarters before the pandemic. I also led key initiatives like proposal development and contract management, enabling our first international deployment and securing high-value contracts.To elevate customer experience, I created a 24/7 support team to deliver personalized training and efficient technical assistance, streamlining workflows and improving user engagement with tools like on-demand learning.To support global growth, I established a regional presence in the Asia-Pacific with a local team and expanded US operations with a West Coast support office, achieving full client retention for key agencies.Through strategic planning and operational innovation, I drove growth, secured funding, and increased recurring revenue, aligning strategies with business goals to ensure scalable success and industry leadership.DELIVERED RESULTS:➣ Secured significant venture capital funding, substantially increasing the company’s market valuation.
➣ Drove substantial revenue growth, positioning the company as a global leader in public safety software.➣ Improved help center engagement through targeted initiatives and streamlined operational processes.
➣ Built and led a diverse, high-performing team, achieving significant growth and exceptional retention rates.

I joined the organization to lead its entry into the government sector, adapting a finance-focused product to meet the needs of defense, intelligence, and law enforcement agencies. By crafting a targeted strategy and building strong partnerships with federal, state, and local agencies, I positioned the product to address key challenges, securing a major revenue milestone and unlocking rapid growth in a new vertical.To support this expansion, I grew the deployment team significantly, enabling us to scale operations and enhance user engagement. I worked closely with public sector clients to onboard and engage users effectively, driving higher adoption rates and improved satisfaction. By identifying critical gaps in the market, I refined the company’s public sector strategy, ensuring our offerings remained relevant and impactful.I also introduced structured project management practices to improve scheduling, risk assessment, and reporting. These enhancements streamlined operations, improved transparency, and ensured projects delivered measurable results. These initiatives strengthened the company’s position in the government sector and supported long-term growth.DELIVERED RESULTS:➣ Expanded the deployment team, enhancing operational capacity and driving greater user engagement growth.
➣ Conducted market research to identify high-value opportunities, aligning products with public sector needs.

I led a team focused on improving operational efficiency for a Department of Homeland Security client by optimizing logistics and engineering processes. Working closely with senior government officials, I introduced a risk-based approach to requirements management that enhanced decision-making and project success. This framework redefined how the Transportation Security Administration aligned its mission priorities, ensuring aviation security measures addressed the most critical needs with precision.Within the firm, I was chosen to spearhead initiatives aimed at professional and cultural development within the organization. I mentored junior team members, conducted training sessions, and supported the career growth of over 100 practitioners, fostering a collaborative and growth-oriented environment.

• Modeled operational risk across at all Motorola sites worldwide and provided senior management key metrics to determine investment priorities for the company’s security budget• Spearheaded a study of physical security at North American facilities and developed recommendations for appropriate staffing levels and system implementations resulting in 30% increase in security efficiency

• Directed the efforts of over 100 contractors to develop and test communication systems and install long-haul networking capabilities for multiple Air Force Chief of Staff directed programs valued at over $6 billion.

• Supervised a 30-member military, government, and contractor team that executed a $400M acquisition program integrating key airborne and ground force operations• Procured, installed, and sustained custom hardware and software suites for over 400 users at 17 worldwide bases

• Led a team of 10 military and contractor personnel executing over $6M in analysis efforts for multiple Air Force customers• Managed system architecture assessments and applied results to Air Force and Department of Defense budget inputs—increased combat effectiveness of complex command and control systems