Executive responsible for all aspects of customer operations which include leadership and P/L responsibility of Professional Services, Consulting Services, Training Services, and Customer Support organizations focused on delivering world-class customer experiences with Bonterra fundraising and engagement solutions.• Leading a large Delivery and Support organization, including 9 direct report managers, 5 product lines, and 200+ employees, managing over 14,000 customers.• Responsible for creating a standardized and automated migration process to move 2,500+ clients from sunsetted platforms to Bonterra product solutions.• Merging and integrating 5 newly acquired businesses into a consolidated and high-functioning Operations organization with a focus on retention, revenue growth, and scale to maximize gross margin, while delivering customer value and success.

Oversee all aspects of Salsa’s customer and revenue retention, including all client-facing services: Adoption, Customer Onboarding, Implementation, Software Support, Upsell/Cross-Sell, Customer Success, and Training & Education.• As a member of the Senior Management team, collaborate with Sales, Product Management, Development, and other key stakeholders to address support-debt issues, evaluate client needs that drive product changes, and help to develop and implement Salsa service strategies.• Accountable for meeting and exceeding Salsa Logo and Revenue retention targets.• Create and drive services that ensure high levels of customer satisfaction, retention, revenue, and referrals.• Provide strategic direction and coaching to department heads that is in line with organization goals and objectives.• Develop, standardize, and maintain KPIs that all departments use to measure success and measure the effects of business decisions.• Review client issues and feedback and act as a company-wide escalation point to ensure the progression of all critical customer issues.

• Responsible for the day-to-day operations of Web Services, Onboarding, Implementation, and Data Migration teams.• Developed Onboarding and Implementation methodology that ensured continuous client satisfaction, the highest level of customer service, and easily scalable operations.• Established clear and measurable objectives in line with overall client satisfaction and retention strategy.• Hired and managed multiple third-party vendors and consultants as part of partnership program designed to scale data conversions based on demand.• Designed and Implemented a new project management and reporting system using Salesforce.• Partnered with Sales Team to design project scopes, timelines, and deadlines.

• Carried out all phases of a data conversion from project kickoff to project close in a SaaS environment.• Performed detailed data analysis of client databases and data files.• Used various means to extract client data from their native systems.• Cleansed and standardized client data using SQL, VBA, and Excel functions.• Converted various databases and data files, including Microsoft Access, Microsoft Excel, SQL Server, CSV files, and text files to our software’s MySQL database, using MySQL scripts.• Worked with clients directly to meet their data conversion requirements.• Was responsible for performing various database activities on the Linux servers.• Made recommendations on conversion pricing.• Developed implementation and conversion processes.

• Worked with enhancing, designing, and maintaining SQL Server data warehouses and other SQL Server databases.• Designed and coded DTS/SSIS packages and stored procedures to support extracting, transforming, and loading (ETL) of data into various database formats and data warehouses. • Wrote stored procedures to process various raw data formats into fact and dimension tables.• Was completely responsible for updates to several major data warehouses.• Worked with clients to meet their data needs. Including data changes, schema changes, and customized report analysis and generation.• Wrote customized reports using a combination of T-SQL, DTS, SSIS, and Microsoft Reporting Services.• Created and maintained various Reporting Services solutions based on client need for Business Intelligence. Reporting Services solutions were stored procedure based to provide flexibility and ease of modification. Reports offered parameter inputs.• Worked with various dashboard technologies including using Microsoft Excel as a dashboard.• Created Analysis Services/SSAS OLAP cubes for scoring analysis and reporting using Microsoft Reporting Services 2005 (SSRS).

• Guided project teams to automate various manual processes and reports.• Wrote VB programs that retrieved data from different sources and created complex reports.• Created and maintained SAS programs, datasets, and statistical reports for different bank departments.• Saved time and money, while increasing the accuracy of reports.• Responsible for auditing system software access.• Analyzed financial reports and made recommendations based on analysis.

• Lead VB programmer of Software & Development Support Group.• Wrote numerous ad hoc VB data extraction programs and customized reports for management.• Wrote custom reporting solutions using Visual Basic and Crystal Reports 2.0 through 5.0.• Wrote complex SQL queries and prepared executive reports in MS Access and MS Excel.• Was accountable for gathering business requirements and requests from customers and users.• Programmed inventory/accounting system for Purchasing Department.• Programmed Dispatching/Call Center application and Developed alphanumeric paging software. • Reduced our trouble call response times from an average of 42 minutes to 22 minutes as result of the new systems.• Developed ATM cash tracking software, which saved the bank over $200,000 in the first year.• Served as liaison between system users and Software & Development Support Group.• Aided in software testing and QA process.• Taught in-house SQL classes for management.