Led a global team of over 45 members, which included Project Managers, Business/Technical/Data Consultants, and Trainers, successfully achieving a customer utilization rate of 75%. I managed the development and documentation of our onboarding and service delivery processes, using tools such as Jira, Confluence, Salesforce, and Monday.com. Additionally, I oversaw our global support team using Zendesk.I introduced Success Plans that merged Customer Success, Support, and Professional Services into annual subscriptions. This initiative drove increased ARR and refined Firstup's service offerings and positioning. By defining and selling implementation setup tiers and subscription services, I was able to boost our service revenue from $3M to over $13M with a 57% margin.At Firstup, I expanded the team from 8 to 35 members, optimizing the structure with strategic promotions and hires while grooming a successor to manage the growing service volumes and customer base effectively. I instituted a structured implementation methodology led by a PMO, featuring template project plans and collaborative refinement. This approach resulted in iterative enhancements and improved time-to-value metrics, now in its third major release (3.0).To address customer dissatisfaction, I engaged directly with clients, offering reassurance, clarification, or complimentary services as needed. This approach ensured high satisfaction levels and emphasized follow-through for continued positive relationships.

Led multiple high-performing project teams with over 80 global members to implement the SAP Hybris e-commerce platform for enterprise clients. I cultivated strong relationships with executive-level clients, including Bridgestone, Simon Properties, and Hubbell. My contributions were instrumental in developing the world-class deployment methodology used by Sapient Razorfish for all e-commerce customers.To strengthen partnerships with customer executives, I co-located with them in their offices across the USA for two-thirds of the time on each account. This hands-on approach allowed me to deeply understand their needs and ensure successful project outcomes.

Spearheaded the design and implementation of customer success strategies, including professional and enablement services, leading a team of customer success managers. I oversaw the planning and implementation of systems and processes, such as Jira and Confluence, to monitor all Mozu deployments. In addition, I managed negotiations and defined service offerings and contracts.Starting from scratch, I set up the Customer Success (CS) and Professional Services (PS) teams, guiding over 20 members to service and support Mozu, a platform created by Volusion. I steered the implementation of over 12 enterprise customers on the Mozu commerce platform.I achieved the lowest employee churn rate while expanding the PS and Customer Success team from 9 to over 20 members. I increased monthly revenue from under $30K to over $100K.

Steered a team of over 80 employees, consultants, and offshore resources to foster an environment of continuous success. I led the full spectrum of project management, business analysis, QA, configuration management, and development by utilizing both Agile and Waterfall methodologies.By maintaining a billable utilization rate of 80%, I consistently met our annual P&L goals, achieving $10M in revenue with a 50% margin.

Supervised product life cycle management, including marketing, roadmap development, specifications, and QA. I oversaw a team of designers and developers to maintain a solution with a RESTful API, supporting Windows, Mac, and multiple mobile clients.I overhauled our development procedures to improve release reliability and frequency, transitioning from bi-annual to monthly releases using agile development and continuous QA. Leading a team split between the US and Belgium, I traveled monthly to Belgium to ensure alignment and coordination.