Added responsibility for production of billboards and scoreboards, S&R, Technical Operations, Inventory, and QA/QC.

1. Strategic Leadership & Visiono Setting the Strategy o Defining Metrics & KPIso Cross-Functional Collaboration2. Team Leadership & Managemento Building & Leading the Customer Success Teamo Coaching & Mentoringo Resource Allocation3. Customer Lifecycle Managemento Onboarding & Implementationo Customer Engagemento Renewals & Retention4. Customer Advocacy & Satisfactiono Customer Advocacy Programso Gathering & Acting on… Show more 1. Strategic Leadership & Visiono Setting the Strategy o Defining Metrics & KPIso Cross-Functional Collaboration2. Team Leadership & Managemento Building & Leading the Customer Success Teamo Coaching & Mentoringo Resource Allocation3. Customer Lifecycle Managemento Onboarding & Implementationo Customer Engagemento Renewals & Retention4. Customer Advocacy & Satisfactiono Customer Advocacy Programso Gathering & Acting on Feedbacko Managing Escalations: 5. Data-Driven Decision Makingo Customer Health & Success Metricso Reporting & Analysis: 6. Process Improvement & Automationo Optimizing Workflowso Customer Journey Mappingo Knowledge Base & Self-Service Options7. Collaboration with Other Departmentso Sales Collaborationo Product Collaborationo Marketing Collaboration8. Budgeting & Resource Managemento Budget Oversighto Cost Management9. Customer Success Technology & Toolso Selecting & Implementing Toolso Ensuring Effective Usage10. Advocating for Customer-Centric Cultureo Organizational Alignmento Employee Engagement11. Risk Management & Crisis Managemento Churn Mitigationo Crisis Management Show less

Spent the first 6 months at Formetco building the Customer Success Organization by implementing structure, developing, and delivering KPI performance metrics, and implementing performance and accountability throughout Customer Success department. In addition, evaluated, modified, and created organizational processes and procedures related to operations, recruitment and training. Finally, developed job descriptions, recruited new employees, and terminated poor performers.At the end of… Show more Spent the first 6 months at Formetco building the Customer Success Organization by implementing structure, developing, and delivering KPI performance metrics, and implementing performance and accountability throughout Customer Success department. In addition, evaluated, modified, and created organizational processes and procedures related to operations, recruitment and training. Finally, developed job descriptions, recruited new employees, and terminated poor performers.At the end of the 6 months, presented a three year vision for department Show less

Stibo Systems provides global organizations with the leading multidomain master datamanagement (MDM) software solution, which makes it easier for our clients to manage enterprise intelligence on a global scale, improve sales, and quickly adjust to changes in business requirements. The STEP technology is a flexible, uniform MDM solution from Stibo Systems, that provides a single trusted source of information for the entire enterprise. As the Director, Customer Support I am… Show more Stibo Systems provides global organizations with the leading multidomain master datamanagement (MDM) software solution, which makes it easier for our clients to manage enterprise intelligence on a global scale, improve sales, and quickly adjust to changes in business requirements. The STEP technology is a flexible, uniform MDM solution from Stibo Systems, that provides a single trusted source of information for the entire enterprise. As the Director, Customer Support I am responsible for four departments within the Global Support Organization namely Technical Support, Application Support, IT, and Customer Experience.I serve customers by providing motivation, direction and leadership to the teams that I manage. I am responsible for the development and implementation of policies, procedures, processes and performance metrics for software support functions in conjunction with the Head of Global Support.The teams service a client list that includes some of the biggest brands in the world. We participate in presale activities, provide hardware recommendations, technical discussions, configurations, technical installations, training, performance analysis, second level support, customer experience, etc. My teams are part of a global support organization of approximately 100 people including off shore teams.• Deliver approximately $40 million in support revenue annually• Designed, planned, priced, implemented and supported Stibo' STEP in the Cloud offering taking the enterprise software to AWS and Azure. No cloud offering previously existed• Support Sales on prospect calls with technology/support presentations• Internal Net Promoter Score in Global Support of 44• Reduced critical tickets from 280+ to less than 15• Developed partnerships to expand offering to customers with STEP in the Cloud being deployed in globally leading to additional revenue for Stibo • Implement processes & procedures for handovers, reporting, SLAs, KPI, improved ticket handling, etc. Show less

Managed and led 25+ operations staff in daily activities to secure bottom line. Developed, managed, and monitored overall operations budget and P/L goals. Cultivated growing international relationships and processes with customers and vendors in Asia, Africa, South America, and Europe. Achieved profit and growth objectives by effectively leading business unit. Motivated employees to strongly support business activities and objectives by creating and implementing a strategic business vision… Show more Managed and led 25+ operations staff in daily activities to secure bottom line. Developed, managed, and monitored overall operations budget and P/L goals. Cultivated growing international relationships and processes with customers and vendors in Asia, Africa, South America, and Europe. Achieved profit and growth objectives by effectively leading business unit. Motivated employees to strongly support business activities and objectives by creating and implementing a strategic business vision. Positioned business to aggressively compete in existing and new markets by carefully scrutinizing operations. Developed operational standards, quality measures, contribution margin goals, and ensured overall client satisfaction. Oversaw staff level spending, resource allocation, and capital needs. Monitored operational efficiency through oversight and other internal staff. Provided high-level problem resolution for staff, clients, and vendors and strategic direction and oversight for Senior Vice President on services, market strategy, and technological advancements.• Delivered annual revenue of $45M+, a 47% increase.• Delivered more than $450M in revenue over a 15-year period• Reduced costs by 12% on 10K dispatches per year and saved $400K• Increased revenue and profits through interaction with customers, vendors, and other outside entities.• Served as subject matter expert for operational services in and out of the organization while assisting sales staff in closing sales by presenting service solutions.• Deployed hardware/software solutions that reached 95K displays over 22K sites.• Installed and managed largest U.S enterprise video network.• Helped transition Convergent from a satellite communications provider to an enterprise video and networked digital signage provider.• Installed and managed video network in 47 different countries.• Implemented satellite communications infrastructure throughout the world.• Negotiated million dollar revenue contracts. Show less

Contributed approximately $10 million annually in revenue by managing 12-14 Fortune 500 clients. Executive leadership; strategic thinking and account planning; negotiating contracts, prices and delivery; increasing revenues; increasing service levels; managing revenue, costs, and contribution margins.

A supplier of advanced publishing solution for the publishers of newspapers, magazines and catalogs. Manager, Account and Project Management Executive Account Manager Marketing Analyst Production/Customer Service Manager