Led the establishment of a solution architecture department, directing a team of architects in collaborating with business leaders to develop and implement tailored technology solutions that drove business transformation, increased operational efficiency, and enhanced customer success.- Conducted technical feasibility studies, developed detailed design documents, and ensured alignment with business requirements and industry best practices.- Cultivated an innovative culture focused on continuous improvement, driving ideation, rapid prototyping, and best practice deployment, enabling the organization to scale efficiently and reduce analysis time on future initiatives.- Defined the strategic direction for the solution architecture department and created professional development opportunities to upskill and mentor the team.- Delivered measurable improvements in operational efficiency, cost savings, and customer satisfaction through the implementation of tailored technology solutions.

- Led cross-functional global teams in executing enterprise-wide business model transformations, process optimizations, and revenue operations initiatives that delivered: > Substantial revenue growth and incremental revenue increases > Significant efficiency gains and cost savings > Alignment of revenue strategies with overarching business objectives- Ensured that product development followed the product roadmap that best served the business while maintaining budgetary and schedule accountability.- Facilitated seamless collaboration and knowledge sharing between transformation/operations teams and other functions, including sales, marketing, customer success, and operations, to ensure the successful implementation of initiatives and foster a shared understanding of what needed to be built or adapted across our global customer's journey.- Empowered and mentored a high-performing team of product owners to deliver technology solutions efficiently and effectively within the agile lean methodology.- Continuously identified opportunities for optimization and improvement, introducing new tools and best practices across revenue operations, business processes, and product development to drive better outcomes.

- Led strategic initiatives to drive revenue operations capabilities, implementing standardized global Lead to Order to Bill processes across 1,500+ sales team members in multiple countries/business units.- Spearheaded change management, optimizing revenue operations and enabling notable improvements in key performance metrics through technology architecture and data management enhancements.- Collaborated cross-functionally to align revenue strategies, and solutions with overarching business objectives, and sales acceleration goals, driving considerable efficiency gains.

Manager, Revenue Operations and Architecture (Jan 2019 - Sept 2021)Manager, Global Systems for Customer Success Enablement (Dec 2017 - Dec 2018)Served as the strategic leader for the Customer Success Organization (2018) and Sales Organization (2019-2021), spearheading a large-scale 3-year initiative to consolidate and optimize lead management processes, drive sales productivity improvements, and align commission structures with technology enablement across 1,500+ sales team members in multiple countries and business units.Key accomplishments include:> Orchestrated the post-merger integration of 3 companies into a unified global standard for lead to quote to cash processes, skillfully navigating diverse contractual B2B models, segmentation specialties, and operational nuances.> Drove the selection, management, and successful implementation of strategic SI (Systems Integrator) partners to facilitate the complex transformation.> Implemented cutting-edge CPQ (Configure Price Quote) and CLM (Contract Lifecycle Management) software solutions to streamline quote to cash cycles, enabling efficient case management and improving audit/compliance capabilities.> Coordinated the high-stakes ERP migration from NetSuite to SAP Suite, ensuring seamless integration of inventory, fulfillment, supply chain, billing, invoicing, financial reporting, and revenue recognition processes.> Spearheaded on-site the global "go-live" implementation and "hypercare" support across multiple sites including Sydney (Australia), Grenoble (France), Utrecht (Netherlands), and Reading (United Kingdom).> Championed change management initiatives, optimizing revenue operations through technology architecture and data management enhancements, realizing notable improvements in key performance metrics.> Fostered cross-functional collaboration to align revenue strategies, and solutions with overarching business objectives and sales acceleration goals, delivering considerable efficiency gains.

As the Manager of Global Sales Enablement at Fleetmatics, I spearheaded initiatives to drive sales performance and customer retention by fostering seamless collaboration and compelling experiences throughout the customer lifecycle. Key responsibilities included:> Developed systematic approaches to increase productivity and optimize interactions between the global sales team and SMB to enterprise customer accounts.> Led the expansion of the Customer Success department into Australia - onboarded local leadership, executed technical implementations tailored to regional needs, and designed localized processes for operational excellence.> Gained competitive edge through strategic product positioning, differentiation, and creating value for customers.> Managed sales enablement technology systems, reporting/analytics design, and data utilization.> Championed continuous education on industry-standard software supporting Customer Success, securing budget funding and procurement of Gainsight - a leading Customer Success application.> Spearheaded the implementation of Gainsight to standardize processes, ensure scalability, and enable robust KPI tracking/reporting for the global Customer Success department.> Championed process excellence and coaching to equip customer success representatives/leaders with essential knowledge, skills, and customer-centric behaviors.> Oversaw sales territory optimization, compensation plan design, quota planning configuration to support performance.> Cultivated business partner relationships to expand capabilities and market reach.> Continuously innovated business models based on networks, platforms, and ecosystems to stay ahead in the evolving SaaS landscape.Leveraging strategic initiatives, technology, data insights, and process optimization, I enabled Fleetmatics' global sales force to drive customer engagement, retention, and growth for their SaaS fleet management solution.

- Drove sales growth, customer retention, and SaaS solution adoption for SMB and enterprise fleet management through strategic execution.- Collaborated cross-functionally to identify upsell, cross-sell, and customer lifetime value opportunities.Implemented data-driven approaches to boost sales productivity, optimize customer interactions, and improve key sales metrics.- Established robust renewals process to minimize churn and maximize revenue retention.- Gathered customer insights to inform product roadmap decisions.- Developed and tracked KPIs around customer satisfaction, adoption, and retention for continuous improvement.- Led customer education/training initiatives on best practices, increasing adoption and satisfaction.

Customer Success Manager at Fleetmatics (NYSE: FLTX), driving customer satisfaction, retention, and growth. I serve as a trusted advisor to our clients, aligning our offerings with their business objectives and ensuring they achieve maximum value from our products and services.Key responsibilities include:> Building and maintaining strong customer relationships> Developing and executing customer success plans> Proactively monitoring customer health and addressing potential issues> Collaborating cross-functionally to resolve customer challenges> Identifying opportunities for account expansion and revenue growth> Contributing to the development of customer success processes and best practices> Serving as a customer advocate and providing insights to inform strategic decisionsWith a passion for customer success and a track record of driving positive outcomes, I help our organization deliver exceptional value to our clients.

Responsible for producing the highest number of saleable plants on 15 acres through meticulous attention to detail and quality of care. Key responsibilities include:> Performing weekly Integrated Pest Management assessments and delegating production tasks to crew leaders> Assessing and evaluating inventory quality and plant progression> Providing crucial information to order writers of large box store retailers> Maintaining State Certification as a Pesticide ApplicatorCollaborated with team members to ensure smooth greenhouse operations, optimize plant health, and meet the needs of major retailers.

Facilitated merchandising efforts at ten Home Depot Garden Centers in the Western Chicago Suburbs, working closely with Glenn Walter's Nursery. Key responsibilities and achievements include:> Served as the primary liaison between The Home Depot (store management, district manager, and live-goods buyer) and Glenn Walter's Nursery (district team of garden expert merchandisers, human resources, order writers, inventory tracker, truck and delivery logistics)> Maintained accurate and timely communication between both parties to maximize sales potential> Managed three stores that consistently ranked in the top five for sales volume out of sixty-three stores in the Chicago market, the #1 live-good market of Home Depot> Trained merchandisers on product placement and detailed maintenance practices to ensure high product quality> Coordinated with a district team of up to 15 garden expert merchandisers at peak season staffingLeveraged strong communication skills and industry knowledge to drive sales, optimize product placement, and maintain a high level of product quality in a fast-paced retail environment.

Directed general restaurant operations, overseeing food quality, staffing, and customer service to ensure an exceptional dining experience for every patron. Key responsibilities and achievements include:> Monitored and maintained high standards of food quality, presentation, and service> Optimized staffing requirements to ensure efficient restaurant operations and excellent customer service> Customized and optimized the Point of Sale (POS) system to streamline order processing and inventory management> Digitalized sales statistics and analysis to gain insights into customer preferences and purchasing patterns> Utilized sales data to make informed decisions on inventory purchasing and tracking, reducing waste and improving profitability> Implemented strategies to enhance customer satisfaction, leading to increased repeat business and positive reviewsLeveraged strong leadership, problem-solving, and analytical skills to drive operational efficiency, customer satisfaction, and financial performance in a fast-paced restaurant environment.

Delivered exceptional customer service as a server, consistently ensuring patron satisfaction to drive recurring business. Maximized sales potential through effective upselling and add-on suggestions for additional food and beverages.> Provided top-notch customer service to create a memorable dining experience and encourage repeat visits> Utilized upselling techniques and product knowledge to recommend additional food and beverage items, increasing sales and enhancing the overall dining experience

Annual Flower Category Merchandiser for Grand Service Greenhouses at Home Depot Garden CentersSupervisor: Nov 2010 - March 2012 (Full-time)Merchandiser: 2009, 2010 (Seasonal Full-time)Supervised the annual product line, the highest sales volume category of live-goods, at three Home Depot locations. Key responsibilities and achievements include:> Maintained influential relationships with Home Depot's Store Managers, garden associates, and other live-good vendors to accomplish weekly objectives and sales goals> Directly hired, trained, and supervised up to 15 employees at one-time in a season, handling all aspects of Human Resources and recruiting> Ensured optimal product presentation, quality, and availability to maximize sales and customer satisfaction> Collaborated with cross-functional teams to implement effective merchandising strategies and promotions> Analyzed sales data and customer feedback to make informed decisions on product assortment and inventory managementLeveraged strong leadership, relationship management, and merchandising skills to drive sales, manage a high-performing team, and maintain exceptional product standards in a fast-paced retail environment.

> Engaged university alumni through phone outreach to secure donations in support of scholarships, academic programs, and key institutional initiatives, playing a vital role in furthering the university's mission.> Developed trust and maintained positive relationships with alumni by providing updates on campus happenings, understanding their interests, and crafting customized pitches to maximize philanthropic contributions.

> Excelled in providing top-notch customer service to residents and prospective tenants, effectively showcasing properties, handling leasing procedures, and ensuring smooth move-in processes.> Addressed resident concerns and complaints promptly and professionally, maintaining open lines of communication and taking proactive measures to resolve issues satisfactorily.