Responsible for customer-facing operations, including professional services, customer success, customer support, account management, channel and sales support, and quality assuranceSharpenCX is the CCaaS solution for tomorrow, serving customer service teams handling calls, texts, chat, and emails since 2011. Being cloud native, easy to use, agent focused and data driven, SharpenCX empowers agents to grow contact centers people love.

SharpenCX is the CCaaS solution for tomorrow, serving customer service teams handling calls, texts, chat, and emails since 2011. Being cloud native, easy to use, agent focused and data driven, SharpenCX empowers contact centers with full Omni Channel solution and best practices.I couldn't be more thrilled to be joining SharpenCX as COO, responsible for all customer-facing post-sales, product management and QA/release functions. This is an amazing company with an amazing culture and bright future.

Torii is a leading global SaaS Management Platform provider, as Chief Customer Officer. Torii helps companies control SaaS sprawl, managed SaaS spend and reduced subscription costs. Additionally it can automate mundane administrative tasks, provide actionable insights, as well as find and address security concerns. Torii helps get shadow IT under control and put control back into IT.I have an amazing Customer Experience team consisting of Customer Success Management, Customer Success Engineering, Customer Support, Account Management, Onboarding and Training teams. In the first 2 quarters we set records on intake of new customers and onboarding, established a pooled commercial CSM function, stood up Planhat and Zendesk, put the first ever churn/NRR forecasting mechanism in place and relaunched the NPS program. We're on a drive to dramatically increase adoption, reduce time-to-value and improve retention.

Part of an amazing, global company specializing in intelligent content processing (AKA IDP) for F1000/G2000 enterprise and commercial customers. Grew the team from 6 team members to 70 in 9 countries as we scaled from series B - E. Responsible for solution engineering and all post-contract functions including implementation, technical services, customer success, training academy, partner enablement, keying supervision outsourcing and CS operations, supporting amazing GSI/MSP's in multiple geos, such as IBM, Accenture, Deloitte, Reveal Group, CapGemini, and more.- Grew capacity to launch new customers (direct only) from ~1.2 to ~5+ monthly- Improved Net Revenue Retention and maintained low revenue churn- Improved Time-to-value (TTV) from average of 5.6 month to 3.5 months in first 2 quarters in role- Created a very effective Statement of Work template, services pricing model, Implementation Planning Session (IPS) and sales turnover process still in use, which always reduced TTV.- Net Promoter Scores of 67 & 64 over 2 years (world class levels)- Customer Support SLA's met 99% over 2 years, exceeding all benchmarking for responses.- Promoted to Chief Customer Officer- My org received the highest employee engagement score in the company for 2 years (relates to - satisfaction with job, culture, management and company).- Launched an internal Marketplace, housing over a dozen reusable custom code blocks for sales, customers and partners.- Increased partner enablement capacity from 9 in 2 geos in FY 20 to 33 in 5 geos in FY 21.- Launched Academy to scale and automate partner enablement, expecting 80% efficiency improvement - Scaled Professional Services and LaaS functions through subcontracting agreements with partners.

Hyperscience modernizes mission-critical processes and operations for Global 2000 organizations and governments. Since 2014, Hyperscience’s automation technology has helped data-centric companies parse through vast amounts of unstructured inputs and raw information to get to swifter and smarter business outcomes. Through the Hyperscience Platform, enterprises are empowered to transform their operations, and drive operational efficiency as well as human productivity by fully unlocking the power of their data.Super excited to join this AI Intelligent Data Processing market disruptor as the Vice President of Customer Experience. In this role I lead dynamic teams specializing in Implementation, Customer Success Management and Customer Technical Support serving major fortune 500 clients in the Finance, Insurance, Healthercare, BPO, Government sectors and more. With offices in NYC, London and Sofia, Bulgaria, HyperScience delivers the industries best transcription and handwriting recognition platform better, faster and cheaper than any other solution, achieving industry-leading automation and accuracy. Our transcription platform significantly outperforms alternatives with unlimited scalability, helping world class customers achieve amazing ROI.

CipherHealth provides key SaaS tools and best practices for healthcare providers to achieve the quadruple aim goals and aid in the paradigm shift from fee-for-service to value-based care. Appointed as part of post-investment growth strategy to establish new Professional Services function in the Customer Success division for leading patient engagement SaaS vendor, responsible for all implementations and sales support of driving annual new ARR and expansion business revenue recognition. Included leading various strategic initiatives intended to mature and scale operations, order-to-cash workflows, as well as improving operational transparency and reducing process friction.

JK Group was acquired by CyberGrantsIn my role I was responsible for leading a diverse set of teams in the Customer Success Division (~60 full & part-time resources in 4 departments: Implementation, Technical Services, Sysops & Contact Centers) focused on the implementation and support of CyberGrants's software and outsourced services for client organizations, including a brand new product line, utilizing industry best practices and a well-structured, proven methodology for optimum results. I was also accountable for Services revenue tracking, forecasting, and management to achieve monthly/quarterly/annual targets. • Established corporate implementation and customization methodology, including standard specification for all components, standard processes, cross-training, documentation and turnover procedures. This facilitated improved scalability, quality, consistency and predictability of delivery, as well as reducing variability.• Established company's first Services backlog reporting capability, enabling resource allocation and performance management, as well as Services forecasting.• Facilitated division reporting to include Services revenue tracking/forecasts, project backlog, utilization, gross margin, contact center metrics and various others to executive, Board and operational constituents.• Lead cross-functional teams in general manager role for new product suite, including P&L responsibility, focusing on new roll outs and conversions of existing client base. Established and facilitated migration paradigm to transition 200+ legacy pre-acquisition clients to new platform.• Structured and scaled business for new product line, creating effective sales support, implementation and customer success operations utilizing a mix of Agile, Kanban and Six Sigma approaches.• Implemented Net Promoter Score-based Customer Loyalty Program to inform internal business improvement initiatives and product redesign.

CyberShift was acquired by SumTotal SystemsI managed a group of ~55 professional services and technical services FTE’s, both on and off-shore, some 3rd party, responsible for implementing and customizing enterprise workforce and expense management solutions to fortune 1000 companies for all North American Operations.• Responsible for global Professional Services annual revenue target of $34M.• Significantly improved all executive KPI’s within months of acquisition, increasing average bill rate consistently increased quarter-over-quarter, reducing non-billable time by 80%, vastly improve billable and productive utilization, delivered revenue goals• Offshore effectiveness metrics increased 25%• Converted 95% 3rd Party revenue (33% of total departmental revenue) to internal• Headed up multiple cross-departmental global PMO projects to improve operational efficiency and related client experience.• Led effort on global M&A transformation process for multiple acquisitions.

Given the corporate growth strategy to leverage partnerships towards investor horizon goals, I was appointed in a general manager capacity to run a Customer Success and partner support division of 26 sales support, account management and implementation services staff responsible for supporting multiple partnerships with strategic re-sellers through pre-sales, implementation and customer service delivery.• Operationally ran implementation, technical services development and sales support teams to facilitate partnership services.• Interfaced with Product Management and Product Development to create and implement a product road-map to support partnership requirements, as well as operationalize the on-boarding process.• Increased operating profit by 30% over a two year period, and turned around a triple digit negative GM to a positive double digit result.• Managed a technology alliance with a national insurance company that spawned the development of a new product offering and resulted in $5M revenue in year 3 with 85% GM.

• Managed and trained group of seven pre-sales consultants to support Workforce Management and Expense Management sales initiatives.• Directly contributed to the Company’s ability to attain 40% compounded annual growth rates from 2006-2009.• Transitioned the sales support mindset from a product / technological focus to a customer needs / value driven approach, emphasizing rapid time-to-benefit, reduced TCO and strong ROI metrics.• Met with client decision makers to review product and service solutions highlighting targeted and in-context value propositions to address specific business issues.• Presented and recommended product roadmap direction to capitalize on market trends, enhance competitive differentiation and streamline implementation.

• Responsible to re-engineer the professional service delivery model for enterprise clients with multi-divisional organizational structures and complex business requirements• Created a structured, repeatable, quality oriented process (leveraging the PMBOK methodology) to establish a more consistent and scalable service delivery mechanism• Hired and trained cross-functional project teams to implement the process• Directed project staff and Customer Success Practice Managers to manage key accounts and build reputation and business at top-tier, Fortune 500 level.• Established and maintained strategic partnerships with IBM Global Services, KPMG and regional systems integration partners.• Fulfilled contracts worth over $30M over three-year period while implementing highly referenceable client projects.

• Managed 25 consultants and responsible for upgrades, staging and deployment schedule for all Business Process Re-engineering (BPR) projects with regard to LAN/WAN connectivity, workstations, administrative networks and field force laptops. • Led the roll-out of a $5 million IT infrastructure and networking project in support of a $25 million BPR SAP project, servicing over 220 locations that came in under budget by 5%.

• Managed a staff of seven Help Desk Analysts and 15 Desktop Analysts• Assigned oversight role on $14 million of vendor partnerships with key partners IBM, Dell and Microsoft .• Implemented Call Management software tools.

• Successfully supported over 1000 users by overseeing Novell Client/Server and VAX/Mainframe environment that streamlined functioning of North American Services Information Management Division.• Implemented call center management systems, guidelines and call center support methodologies.• Served as process integration engineer with GE Support Services as IT outsource that enhanced relationship.