Customer-centric SaaS leader possessing over 10 years of management experience at startup and growth organizations that drive business transformation and unlock value in the digital economy. Applies deep product and technical expertise to scale and optimize high-performing teams supporting pre and post-sales functions. Builds a strong culture and operational methods that are responsive and accountable to the voice of the customer. Creates assets and programs that generate repeatable value through the entire customer lifecycle, from discovery to onboarding and retention.SIGNATURE COMPETENCIES & KEY KNOWLEDGE AREAS:Customer Success✦ Define the strategy and execution plan for Customer Success teams serving a globally distributed client base generating a high velocity of support cases.✦ Measure effectiveness of Customer Success by monitoring operational metrics while building strong rigor around goal setting and accountability.✦ Create and maintain knowledge centers, training materials, and certification programs that empower clients to become self-sufficient power users and advocates of the software.✦ Instill a 'voice of the customer' mentality to ensure that client needs and pains are understood across the organization.Solution Consulting✦ Partner with the Sales organization and manage technical selling by addressing customer decision criteria while differentiating against competition.✦ Create use case specific product demonstrations mapped to customer gaps and strategic objectives while generating excitement for long-term platform roadmap and vision.✦ Document and deliver a seamless hand-off to post-sale teams to ensure comprehensive transition of knowledge in relation to customer journeys, business objectives, and up-sell opportunities.✦ Build scale through creation and maintenance of reusable assets, demos, architectures and solutions that empower Sales teams to expand pipelines and accelerate deal flow.Professional Services✦ Continuously improve onboarding and end-user training processes that reduce time to value while ensuring the platform is optimally configured to client profiles.✦ Design and deliver bespoke value-add services that enhance out-of-box software and mitigate platform limitations.✦ Map areas where services can be automated, productized, and monetized and help Product and Engineering teams align the roadmap with client usage patterns and business goals.