In this role, I build structure and strategy to drive extraordinary customer experiences, focusing on client engagement and adoption that lead to successful business outcomes. I support diverse customer verticals with a responsive organizational infrastructure, and guide teams in leveraging data insight to manage performance and establish priorities. Additionally, I organize cross-functional and enterprise-wide participation in the creation of programs and initiatives that optimize customer outcomes, identify, and operationalize cross-sell an up-sell opportunities. While in this position, I set quarterly revenue record with 48% margin and achieved 98% customer satisfaction ratings.

I devised industry-leading methodologies to successfully deliver services, profitably growing the organization's leading CXM/DXM market share and revenue in cloud, hosted, and on-premises formats. I directed an organization of 80+ services professionals, positioning teams to maximize customer value through successful onboarding, tool adoption, and the urgent escalation of client issues to proper resolution. While in this role, I:• Maintained consistent 30%+ profit margins to realize a 250% increase in revenue and grew LATAM-specific revenue by 230%. Grew services profitability to consistently achieve margins above 30% annually.• Introduced "7 Principles of Professional Services" culture across the global services organization to drive consistent customer experience based on established core values.• Mined business development opportunities within current client portfolio with a systematic "trigger program, " and implemented sales quality-gate processes that drove revenue recognition and customer satisfaction.• Developed strategic delivery partnerships to augment staff with Capgemini, Sapient, Ricoh, Cognizant, and others.• Increased reference accounts by 400% and reduced operating costs by 25% while exceeding KPI targets.

In this position, I executed the design and delivery of technology services for a business payments and processes solution organization. I drove revenue generation through the optimization of internal processes and the implementation of best-in-class services, maintaining accountability for P&L including services revenue, gross profit, and customer experience. Accomplishments in this position include:• Enhancing process efficiencies by 30% with the design of business documents with a configurable workflow and reduced paper output in Healthcare applications, saving customers overhead costs of $250K+.• Leading a Services Excellence Forum focused on improving customer experience, realizing an increase of 30% in reference accounts.• Stabilizing profits leading to margins approaching 40%; grew profits by 400% and revenue by 180%

I developed and serviced 8 digital products enabling the creation, distribution, and archiving of complex client documents, integrating solutions with client ERP environments. I led a multi-cultural team of 28 based in the US, Australia, and UK, consisting of software engineers, quality assurance, training, and technical writing professionals.While in this position, I:• Led the creation of the organization's largest single revenue generator for 10+ years, driving $50M+ in annual sales.• Coached team performance to improve productivity by 15%.• Optimized product release procedures to realize a 35% in efficiency and agility and reduced development expenses by 22% without compromising revenue or customer experience.

Leader of the development of Bottomline’s flagship product, PayBase32, an application to produce and manage disbursements of all types for large enterprises. Lead Advanced Technologies team charged with producing a highly scalable payment transaction processing system, provided technical sales support on large, strategic opportunities. Lead team of 10 talented software engineersWorked closely with Sales, Marketing, Support to define requirements and write functional specificationsPerformed training for Support and Trainers on all new releasesWrote several white papers for Sales and Marketing