Executive lead in developing and executing a global cross-functional and multi-national customer success program for complex Fortune 2000 companies. Modernizing and scaling the Voice of the Customer with NPS and key metrics to measure customer experience through the customer lifecycle journey. Regularly performing customer segment analysis and reporting key operational metrics to guide intelligence strategies across all products and suite offerings. • Pioneered strategy to measure customer engagement at critical engagement points across the journey; implemented Net Promoter Score® (NPS) program.• Increased customer loyalty and expansion in key accounts leading to largest company TCV contract. • Led key process improvement objectives that spanned Sales, Product, R&D/Engineering, Partner, Sustainment, Marketing, and Services teams.

Managed Perillon's Product Offerings and the Professional Services team in delivering successful implementation and adoption of the Perillon Workspace Platform. Lead product management efforts in defining product requirements, specifications for new feature enhancements, product functionality, and strategic product growth areas. • Developed new key product to market efforts and created an integrated client engagement plan to grow customer adoption, satisfaction, and new customer accounts. • Results yielded 200% increase in Professional Services backlog over a 12 month period. • Developed and implemented a strategic action plan for key markets that resulted in the single largest account order in company history.• Created company product road map and key system features for general release.• C-level sales and negotiations on new name accounts.• Developed, hired, and led best in business software service professionals to implement software, retain accounts, and grow service revenues.

Managed the Professional Services division which consisted of a dynamic group of Solution Architects, Business Analysts, Configuration Specialists, Project Managers, and Integration Specialists. Primary responsibilities included the successful implementation of the Enviance Solutions for all EHS areas including GHG, Air, Water, Waste, Hazardous Material, Safety, Metrics, and Sustainability. Individual elements of the implementations included:* Conducting design workshops* Gathering customer requirements* Defining solution architecture* Configuring software and technical solutions* Specifying integration infrastructure* Developing and executing testing plans* Providing solution training for customer power usersDeveloped and led a companywide integrated account management strategy to increase market share, proposal win rates, and better technical delivery of services projects. Results from the integrated account strategy yielded a 400% increase in backlog Professional Services work over a 12 month period. Directed all aspects of DoD related work which included marketing, business development, sales, contracting, delivery, and account strategies.

Started an Environmental and Process Improvement Consulting practice to augment the existing Water and Waste Water Design consulting practice. Highlights include:• Brand development and establishment of new services offered into the local and national markets. • Business development of opportunities as well as execution of project delivery.Increased staff 300% to account for growth in New Business In (NBI).• Won first Air Force contract task order and expanded the market to include additional work orders with the Army National Guard.• Developed strategic relationships with key individuals at Big 5 Consulting companies to network and partner on larger projects.

Established and led the Environmental Management Information System (EMIS) National Community of Practice (CoP). Led group of 80 practitioners to develop and implement best practices, tools, and skill sets surrounding implementation and support of Commercial off-the-Shelf (COTS) programs. National Practice Leader for COTS and custom systems covering commercial and government clients.