Ultimate Success Paid Support Practice Leader with a direct reporting organization of 60+. Direct reports comprised of (4) Mgr.’s, (3) IC’s, (17) College Interns. Gifted people manager and highly successful at recruiting and hiring new talent. Directly hired over 100+ new hires for growing paid support practice in the last 3 years. Leading and hiring summer Interns and new college graduates for the Adobe DX Customer Engineering organization. As the senior program manager my priorities are to lead, enable, collaborate and deliver exceptional proactive customer service, technical guidance, and strategic support to Adobe's DX customers, who have implemented the Adobe Experience Cloud. I collaborate with Customer Success, Product Engineering, Product Managers, and Product Marketers on a regular basis, as well as with implementation technical support engineers, consultants, clients, and third-party partners. I also perform a dual capacity as a people manager and technical leader, hiring, coaching, mentoring, and developing talent within the Ultimate Success Americas practice. Defined key business indicators (KPI’s) are in place and enforced for both customer deliverables and employee performance evaluations. Highly skilled in escalation management and critical thinking for technical interventions.As a practice senior leader our post implementation paid support service subscription covers the full Adobe Stack: Analytics, Campaign, Target, Audience Manager, Marketo, Commerce, Workfront, Adobe Experience Manager (AEM) and Adobe Experience Platform (AEP, RTCDP, CJA, AJO). Our client base encompasses the complete spectrum of size and scope from single solution to global enterprise implementations. Emphasis on driving measurable KPI's , best practices, improving product adoption and overall technical health. Working directly with Customer Success, Customer Engineering teams we measure success with tangible KPI’s. Customer Satisfaction.

As the Sr. Delivery Manager in the Adobe Experience Cloud, I managed (12) direct reports. The team consists of on-boarding and implementation Technical Consultants and Technical Architects. I work closely with Provisioning, Customer Success Managers, Client Partners, and the Resource Management Office (RMO). Projects are primarily on-boarding new logos and new projects on the Adobe Campaign platforms. Additional areas of responsibility include recruiting and screening new hires, annual reviews, project prioritization, effective escalation management, new deal scoping, supervising critical timelines and implementations. Directly hired over 25 new Technical Consultants into the practice during my tenure that represented 30+% of the total headcount at that time. Was instrumental in leading the McDonald's Corporation global onboarding that spanned 18 months, 5 countries and 20+ consulting and numerous Adobe partners all while also managing my team of (12) direct reports. Created and launched the Rapid Response Team (RRT) to save and rescue at-risk client renewals. This effort was later combined with a broader the Global Success Services and Campaign Value Acceleration (CVA) team.

As the Consulting Technical Manager in the Oracle Marketing Cloud (OMC) I improve departmental and organizational processes while managing, coaching and mentoring (9) Implementation Consultants. I work closely with Data Services , Provisioning and Account teams onboarding new logos to the Responsys platform and maintaining the large enterprise clients data models. Setting stakeholder expectations and prioritization through effective communication, participating in scoping meetings, meeting budgets, timelines and scope constraints.

Oracle’s Cross-Channel Marketing solution, Oracle Responsys, empowers marketers to deliver more relevant, real-time interactions for consumers across email, mobile, display, social, and web experiences. Program Orchestration A centralized canvas to coordinate personalized interactions with a powerful, point-and-click interface that helps marketers adapt—not just respond—to customer behavior.

Format lead for Kmart.com Storewide email marketing programs. Working directly with all Kmart online and in-store business units to enhance the member and customer digital shopping experience. Developing email strategies in support of the format online revenue, site visits, online orders and AOV goals. Direct relationship with the email campaign managers, designers, coders and ESP platform. Working directly with the Email Deliverability Strategist to insure the successful inbox placement of the Online Business Units email programs.

Worked with clients on strategic planning initiatives, marketing program development, results analysis, and campaign execution. • Responsible for the day-to-day operation of each account .• Work directly with: Account Executives, Creative, Strategy, Analytics and Campaign Production teams.• Converted strategic initiative into measureable email programs. • New project development. • Analyze key email performance indicators.• Professional Services Lead for campaign production services.