Responsible for setting the direction of the Oracle Advertising Customer Success Program. Designed, developed, and rolled out Customer Lifecycle Management cloud-based platform to multiple teams within Oracle Advertising. Developed “Big Three” customer success processes including Customer Health, Stakeholder Management and KPI tracking. Worked with Executive team to develop communication strategy and performance dashboards.

Develop and deploy a worldwide cloud-based system to improve the request for proposal (RFP) process, developing project roadmaps and schedules. Create and refine system and process requirements to deliver a scalable and economical program. Ensure compliance with established budgets and coordinate tasks to deliver projects on time. ● Deployed the global launch of an RFx Automation web-based platform for over 3,000 solution engineers.● Improved field RFP visibility from 35% to 85% and sped completion and submission times by 30%. ● Drove a 67% increase in unique users through continued focus on system deployment and enablement.● Standardized 1,500+ customer-facing RFP responses to save 5,500+ FTE hours.

Rolled out a global CLM system to 5,000 customer success managers worldwide. Researched and managed customer success trends and best practices to engage customers, drive loyalty, and secure renewal contracts. Analyzed the full customer journey, from lead prospecting through onboarding to understand timing, identify deficiencies, and improve operations. Developed and deployed cloud-based customer lifecycle management platform used to track customer health, satisfaction, and account activity.

Drove overall customer satisfaction management of strategic accounts. Inspired, coached, and engaged a staff of 24+ in 2 states, including inside sales and proposal development teams. Analyzed and interpreted complex market data to manage sales, forecasting, proposals, and incentive plans. Built relationships with clients to promote the adoption of both traditional and cloud-based products. Led a cross-functional team to win a large, global account, increasing product line growth by 28% over prior year. Held the earlier title of Director, Customer Relationship Management.

Developed customer lifecycle management system and customer satisfaction measurement system for consumer and enterprise customers.

Independent consultant to Gateway providing guidance on customer lifecycle development process.

Worked with multiple organizations on Contact Center assessment, customer support and software implementation.