Leading Sitecore's learning, services, customer success, services operations, and partner teams, to enable customers to take full advantage of all Sitecore offers and get the most from our solutions.

Promoted to global leadership role driving strategy for newly created CSS organization while championing Services business transformation to maximize Cloud business growth and profitability. Engage with the executive board to develop and implement customer success (CS) strategies. Oversee a team of 48 and control the multimillion-dollar budget. ✅ Played a key role in generating ~$17B in combined Cloud and Services revenue through business optimization. ✅ Yielded 16% growth in… Show more Promoted to global leadership role driving strategy for newly created CSS organization while championing Services business transformation to maximize Cloud business growth and profitability. Engage with the executive board to develop and implement customer success (CS) strategies. Oversee a team of 48 and control the multimillion-dollar budget. ✅ Played a key role in generating ~$17B in combined Cloud and Services revenue through business optimization. ✅ Yielded 16% growth in Services revenue, 24% increase in Cloud revenue, and 27% boost in Cloud backlog by redefining Services portfolio along with aligning Success and Services business to unlock cross-sell / up-sell opportunities for Services and Cloud.✅ Spearheaded portfolio redesign and simplification, enabling customers to engage SAP based on their needs and shifting business mix to increase success in implementation at scale. ✅ Embedded data-driven, value-based, next-generation engagement model to enhance and quantify customer outcomes throughout customers’ relationship with SAP.✅ Achieved a 100% year-over-year increase in automated digital engagement touchpoints by creating a digital engagement model that enabled success at scale.✅ Currently leading the buildout of the role evolution program to strengthen success engagement, focusing on committed and consumption-based business model growth. Show less

Transitioned into a functional strategy role, establishing a best-in-class customer experience organization that combined 5 CS businesses. Shaped CS engagement and experience strategy. Aligned CS content, assets, and activities with SAP Professional Services business. Oversaw global CS function for Human Experience Management, Intelligent Spend & Business Network, and Customer Experience business lines. Developed and led a team of 12.✅ Realized global retention rates of 3% YOY and… Show more Transitioned into a functional strategy role, establishing a best-in-class customer experience organization that combined 5 CS businesses. Shaped CS engagement and experience strategy. Aligned CS content, assets, and activities with SAP Professional Services business. Oversaw global CS function for Human Experience Management, Intelligent Spend & Business Network, and Customer Experience business lines. Developed and led a team of 12.✅ Realized global retention rates of 3% YOY and improved post-sales NPS scores by 5 points YOY.✅ Scaled customer engagement and touchpoints through front-and-center CS engagement model creation. Led buildout of onboarding organization to support sales handover process, adoption organization to support customer value enhancement, and customer enablement organization to optimize content delivery to customers.✅ Transformed global line-of-business CS operating model into a regionally aligned operating model with global line-of-business matrix oversight. ✅ Directed post-sales ecosystem and partner engagement strategy design and implementation, including developing Partner Success executive role.✅ Smoothly integrated €5B Professional Services business with €18B+ CS business through new organization design. Launched organization in early 2022 with 20,000+ employees. Show less

Advanced to support a shift from a line-of-business-focused GTM operating model to a regional/functional GTM operating model. Overhauled demand management program design and the relationship between sales and marketing. Facilitated buildout of CS business model following reorganization. Revamped CS board area strategy. Coached CS and sales/marketing leaders.✅ Optimized identification of demand generation targets, owners, and processes to ensure appropriate pipeline coverage where needed… Show more Advanced to support a shift from a line-of-business-focused GTM operating model to a regional/functional GTM operating model. Overhauled demand management program design and the relationship between sales and marketing. Facilitated buildout of CS business model following reorganization. Revamped CS board area strategy. Coached CS and sales/marketing leaders.✅ Optimized identification of demand generation targets, owners, and processes to ensure appropriate pipeline coverage where needed by implementing a data-driven target-setting model.✅ Directed design and implementation of an organizational model for post-sales CS function. Established core operational processes for engagement between customer-facing resources and shared services center activities.✅ Redesigned CS strategy for board area with 40,000 staff spanning sales, services, CS, and ecosystem functions.✅ Played a key role in the transition from homegrown marketing automation solution to industry best-in-class offering by informing marketing and sales team decision-making. Show less

Designated to support executive board members and co-CEO in the running all acquired Cloud lines of business. Operationalized board agenda and executed company strategy across SAP Cloud software lines of business. Led company-wide program to transform approach to product success, marketing success, and experience management. ✅ Conducted co-CEO transformation program to enhance marketing, sales, and post-sales GTM motions across all lines of business, leveraging cloud business… Show more Designated to support executive board members and co-CEO in the running all acquired Cloud lines of business. Operationalized board agenda and executed company strategy across SAP Cloud software lines of business. Led company-wide program to transform approach to product success, marketing success, and experience management. ✅ Conducted co-CEO transformation program to enhance marketing, sales, and post-sales GTM motions across all lines of business, leveraging cloud business best-practice methodology.✅ Facilitated post-merger integration of Qualtrics spanning all business elements.✅ Supported strategy overhaul, organizational design, and GTM and commercialization strategy development to initiate contingent labor business integration into procurement organization. Show less

Oversaw Office of the President, driving a $7B cloud business group. Implemented board agenda and company strategy execution across the organization. Supported executive board members in conducting day-to-day operations for all acquired Cloud lines of business. Managed executive’s schedule, travel, transportation, events, communication, and customer engagements. ✅ Supported the executive team in developing and implementing a new customer experience strategy.✅ Played a key role… Show more Oversaw Office of the President, driving a $7B cloud business group. Implemented board agenda and company strategy execution across the organization. Supported executive board members in conducting day-to-day operations for all acquired Cloud lines of business. Managed executive’s schedule, travel, transportation, events, communication, and customer engagements. ✅ Supported the executive team in developing and implementing a new customer experience strategy.✅ Played a key role in facilitating the smooth acquisition and post-merger integration of Callidus and Gigya into SAP’s new customer experience strategy. ✅ Led program to ensure compliance with security regulations impacting cloud software delivery, including GDPR and China Cyber Security Law. Show less

Negotiated cloud / SaaS contracts for all SAP Cloud lines of business. Resolved escalated customer transaction issues from legal colleagues. Helped advise SAP Ariba commercialization counterparts on new product and pricing programs, including preparing legal language for cloud service contracts and product documentation. Contributed to the contract template design.✅ Supported migration of Ariba Inc. business to SAP’s global quote-to-cash and contract management systems by advising… Show more Negotiated cloud / SaaS contracts for all SAP Cloud lines of business. Resolved escalated customer transaction issues from legal colleagues. Helped advise SAP Ariba commercialization counterparts on new product and pricing programs, including preparing legal language for cloud service contracts and product documentation. Contributed to the contract template design.✅ Supported migration of Ariba Inc. business to SAP’s global quote-to-cash and contract management systems by advising operations and finance organization. ✅ Organized and managed all contracts for Ariba Inc. Cloud line of business, including handling contract request processing and monitoring. ✅ Advised sales and sales support organizations and prepared corporate responses to complex legal issues, including IP rights, data privacy and security, foreign assets control regulations, corporate restructuring, and bankruptcy. Show less

✅ Researched the impact the Sarbanes-Oxley Act of 2002 had on the day-to-day responsibilities of the Sales Contracts Management (SCM) team.✅ Developed a training program for the SCM team regarding the history and intent of the Sarbanes-Oxley Act and its relevance to the team’s daily responsibilities and the company as a whole.✅ Assisted members of the SCM team in identifying potential process failures that may result in Sarbanes-Oxley violations and developing proper controls… Show more ✅ Researched the impact the Sarbanes-Oxley Act of 2002 had on the day-to-day responsibilities of the Sales Contracts Management (SCM) team.✅ Developed a training program for the SCM team regarding the history and intent of the Sarbanes-Oxley Act and its relevance to the team’s daily responsibilities and the company as a whole.✅ Assisted members of the SCM team in identifying potential process failures that may result in Sarbanes-Oxley violations and developing proper controls designed to minimize each risk efficiently.✅ Collaborated with the legal team to eliminate concerns accompanying the implementation of a new system managed by the SCM team. The project included the identification and documentation of controls and procedures that would supplement the new system. Show less

✅ Analyzed customer compliance documents and identified requirements inconsistent with the company’s current operation. Negotiated the resolution of all concerns directly with customers.✅ Investigated fees assessed by clients for violation of compliance requirements. Negotiated the resolution of each charge and collaborated with customers to implement processes to eliminate future violations.✅ Assisted the legal team in the negotiation of certain legal contracts customers sent… Show more ✅ Analyzed customer compliance documents and identified requirements inconsistent with the company’s current operation. Negotiated the resolution of all concerns directly with customers.✅ Investigated fees assessed by clients for violation of compliance requirements. Negotiated the resolution of each charge and collaborated with customers to implement processes to eliminate future violations.✅ Assisted the legal team in the negotiation of certain legal contracts customers sent to the company.✅ Supported the Sales Department in the administration of sales programs, including managing program contracts, creating program status reports, and calculating and processing program earnings.✅ Improved and streamlined forecasting procedures for customer sales programs. Built and presented forecasting models of customer sales programs to senior management at quarterly budget meetings.✅ Managed an additional seven to ten ongoing projects concerning customer relationships. Projects included constructing financial models, reconciling customer data on internal systems, upgrading existing reporting tools, and creating customer business profiles. Show less