Oversaw a client retention portfolio with ARR in the upper 8 figures and managed new client implementations with ARR in the mid 7 figures.Established a 25+ person high-performing "Delivery Success" organization, encompassing Technical Account Management, Strategic Project Management, Technical Solution Architecture, Feature Enablement, Integration Support, and Implementation Software Engineering teams.Oversaw 10+ promotions and lateral moves after developing role-specific leveling ladders and personal development plans for all delivery-related roles at Cedar. Implemented an OKR Management program within Delivery Success. Highlights include playbook/runbook creation, reducing implementation durations, reducing implementation costs, and improving client integration health. In an Individual Contributor capacity, I provided end-to-end project management, technical delivery, and consulting services to a select group of Tier 1 and Strategic clients.

Built and managed a 14-member global professional services team spanning London, Singapore, and NYC.Revitalized Solution Design, Technical Scoping, and Change Management processes, resulting in a streamlined 30-day implementation methodology.Achieved a 40% reduction in critical deliverables time through cross-departmental process optimizations.Oversaw product commercialization, strategic account planning, customer satisfaction, and partner management initiatives.Purchased and installed Monday.com, aiding in better capacity planning and project costing, an enhanced onboarding experience for customers, and simplifying project setup.

Led client delivery for Qubit's North American client base.Crafted and executed Statements of Work (SOW), which consisted of owning pricing and discounting strategies for fixed-cost implementations.Directed account planning, forecasting, and resource management initiatives.Boosted profitability by reducing costs, implementing process optimizations, and right-sizing within the North American Professional Services team.

Created a 20+ global Professional Services team, incorporating project management roles across New York, London, Toronto, and Sydney.Integrated two Professional Services teams, creating a unified, efficient team responsible for managing integrations across three product lines.Drove platform consolidation efforts, resulting in $500k in operating cost savings for FY 2017 alone.Implemented a process improvement plan that maintained headcount while accommodating a 40% increase in billable project work and created personalized development plans aligning with corporate career progression plans.100+ Pitney Bowes and Borderfree e-commerce integrations delivered during my tenure.

As a Technical Product Manager, my principal duties included overseeing client implementations and platform migrations. I also undertook successful projects, including creating product documentation for Concep's client-facing knowledge base and testing the company's XML API for third-party integration. Furthermore, I collected and documented technical specifications and functional requirements for bug fixes and product enhancements. In addition, I provided product demonstrations of the Concep SAAS platform, showcasing its ability to be customized for potential clients.

In my role as an Associate Provisioning Specialist, I was responsible for the execution of Statements of Work (SOW) and Change Requests for clients on the Symantec SAAS platform. This involved conducting technical advisory sessions with both new and existing clients to ensure the implementation of Symantec's Best Practices, which helped to optimize email and web security. Additionally, I served as the primary point of escalation for the first and second-line Symantec support teams.