Responsibilities includes; Sales Operations, Sales Support, Provider Management, Customer Implementations, Customer Lifecycle Management, Customer Success, Marketing and Human Resources.

Global responsibilities for the entire post sale customer journey experience; including customer analytics, information self-service, education, technical support, professional services, technical account management, security solution engineering and success management for our top security customers.• Responsible for all post-sale customer functions including: customer analytics, support site content, professional services, customer training, technical support, technical account management and success management for select customer accounts• Improved ‘time to initial value’ by 40% thru an improved and more proactive customer on-boarding process• Increased ‘product use and adoption’ by 30% thru new proactive customer outreach initiatives • Drove renewal rates meeting/exceeding 100% for managed accounts by driving usage and adoption initiatives• Transitioned and reoriented staff/operations to support new Cyber security SaaS solution, IncydrTM: bridging continual support for legacy solution while implementing and supporting new Cyber security SaaS solution, coached teams on how best to support a Cyber security application vs. backup and recovery utility, recruited and developed new Insider Risk Success Team to drive IncydrTM use and adoption across ‘flagship’ security customers• Generated 70%+ customer reference rate for new Cyber security offering, contributing to market/analyst influence, pipeline development• Migrated 750+ on-premises/hybrid customers to new cyber security cloud-hosted offering, IncydrTM: representing $11M+ in new cloud-based ARR, served as the executive responsible for customer communications, field enablement, cloud migration process and support improvements, decreasing cloud migration project time by 40%

Tangoe offers premium SaaS solutions, enabling for businesses to manage orders, invoices, inventory, and expenses—Meeting the needs of Telecom, Mobile, Cloud, Internet of Things (IoT), and 5G service providers. Its software helps companies save more than $100 million in IT expenditures, annually. Through one complete solution, the Tangoe Platform simplifies complex technology management, including Telecom Expense Management (TEM), Managed Mobility Services (MMS), and Cloud Expense Management (CEM) solutions. $200M+ in revenue, with offices throughout North America, Europe, and Asia.• Served as a member of new executive leadership—spearheading company’s restructure, acquisition by Marlin• Merger and Acquisition support, integrating AsentinalTM acquisition into Tangoe’s business operationso Led customer/back-office operations—supported 1200+ global customers, representing $200M in ARRo Managed back-office infrastructure, customer analytics/onboarding/asset management, and contract auditingo Responsible for technical support services, ensuring escalation management and success management- Reduced solution implementation time—50%; more granular process tracking/more proactive behaviors- Improved customer satisfaction by 40%, through greater attention on follow-thru versus case closure • Spearheaded expense management for 40% of Fortune-500 organizations, leading 1300+ globally distributed resourceso Optimized business process—consolidated platforms, focusing sales delivery on higher revenue generating solutions - Reduced operating expenses—15%; accelerated use of India/China based resources, insourced 3rd-party services

Global responsibilities for understanding the top motivations of customer satisfaction and driving cross-company initiatives and strategies that improve customer loyalty and create a customer-centric culture across VMware. • Asked by leadership to establish team focused on driving cross-company customer loyalty improvement initiatives• Throughout seven-year tenure, supported overall revenue growth from $2B to $4.6B• Led teams: global, Voice-of-Customer (VoC) to gather/analyze data; user experience analysts; designers; program managers; regional customer success leaders o Spearheaded initiatives to drive cross-company customer loyalty improvement; oversaw escalation management teamo Created and published customer loyalty data/trends for executive/board use, influencing:- Bonus plans and company-wide customer experience improvement programso Collaborated with Finance to establish/publish correlated revenue/customer loyalty data- Highlighted the leading reasons for renewal and expansion, for further reinforcement and investmento Led company-wide UX/CX standards and design improvements, simplifying the education, trial, purchase - Facilitated the configuration of a new cloud-based virtual machine infrastructure - Generated a 200% increase in customer leads for this new cloud infrastructure offering o Utilized VoC data to lead initiatives, improving products/service offerings; better communicated strategy/product plans o Freed $80M+ of customer revenue-at-risk per/year by resolving most complex, high-profile customer situations• Achieved industry leading, Temkin Group published, Net Promoter Scores (NPS), ranking in top 4 across 62 Tech Vendors

• Supported the assimilation of 11 acquired organizations• Oversaw Americas and Global divisions totaling ~500 employees, with an annual budget of $50M: o Led Americas Technical Support; managed Global Knowledge/Escalation/Emerging Product Support/Customer Service• Improved operating efficiencies while improving the customer experience: o Shifted 75+ resources out of Bay Area to new Mid-West facility for improved coverage at lower expenseo Reduced support case backlog 24%; reduced support case ‘idle time’ 500%; improved ‘days-to-close’ 30%+o Created “Training Lab”/Global Emerging Product Support to equip/train engineers, supporting acquired companieso Introduced Knowledge Base TV, generating 24K+ daily views/10M yearly visits, deflecting 25K cases per year• Served as Business Sponsor for global rollout of Salesforce.com’s Service CloudTM • Established culture/performance management practices to keep annual, unmanaged attrition below 5%

Responsible for Business Objects Americas Technical SupportResponsible for Americas Premier Support ServicesResponsible for Americas Technical Account Management teamAmericas Customer AdvocateSpan of Control 300+

Business intelligence implementation services P&L and delivery responsibility for Eastern US, with an emphasis on Financial and Retail/CPG accounts. Organizational responsibilities spanned business development, project delivery oversight, staff hiring and professional development, and key account executive sponsorship. For 2005, team closed more than $8.7M in bookings, delivered more than $7M in services, while meeting or exceeding all quarterly margin objectives. Span of control 70+.

Joined an inaugural Global Accounts Program, assigned JPMorgan Chase & Citigroup. Responsibilities included coordinating sales efforts of globally distributed account managers, establishing and managing executive level relationships, creating account strategy, improving customer loyalty and increasing annual revenue spend. For calendar years 2003 and 2004, secured more than $8M in revenue, increasing average transaction amount 10 fold and closing more than $1.5M in professional services revenue.

One of three co-founders, responsible for all operations and business development. Established all fundamental corporate functions, including; payroll, insurance, health benefits, 401K and commercial banking relations. Instrumental in negotiating the purchase of certain Synetics assets, business plan development for a B2B wide-area networking service, securing private funding and shareholder communications. Closed more than $4.5M revenue primarily from Wall Street firms from a unique solution comprised of Acurion software assets and professional services for administrating, managing and reporting on global remote access to meet client compliance and risk management needs.

Responsible for leading Synetics' expansion beyond federal government systems integration work into the commercial sector. Established business plan and go-to-market strategies that led to sales and commercial sales operations in Michigan and New York City. Operational responsibilities included proposal development oversight, project pricing, contract negotiations and services staffing. Due to commercial success with new Wall Street clients, and with Synetics' Chairman's support, co-founded an asset spinoff called Acurion.

Responsible for new business development in a newly formed State & Local Government business unit for the states of MA and RI. Closed $2M new account services engagement, followed by $1M in software licenses. Returned to Synetics after expiration of one year non-compete agreement with SAIC.

Responsible for developing net new sales strategies and initiating net new marketing campaigns focused on commercial customers and state agencies, driving higher margin systems integration engagements. Responsible for training new and existing sales staff in 'solution selling', managing and establishing sales operations in MA, TX, MI and CA. Achieved 120% of gross margin assignment, increased average project fees by 100% and received a TQM award for 'Revenue Growth & Profitability'. Transferred to SAIC after a majority of Synetics' assets were purchased by SAIC in May of 1996. Played a key role in transitioning customers and contracts to SAIC from Synetics.

Progressive responsibilities included:- New Account Representative- Named Account Representative- Dedicated Major Account Representative- Sales Manager- Branch Manager (MA & RI)Awarded US Eastern Region 'Account Representative of the Year' for 1992. Awarded ' Team Leader of the Year' and 'New Account Representative of the Year' in 1994. As a direct sales person, exceeded five of seven annual quotas, closing more than $38M in sales against quotas totaling $20M. As a sales manager, exceeded a personal and a $9M team quota by 10%. As branch manager, responsible for a $19M bookings assignment.