As the Vice President of Global Customer Success at DTEX Systems, I lead our teams in delivering exceptional experiences with our cybersecurity solutions. My focus is on ensuring customer satisfaction and success, guiding organizations to effectively mitigate insider threats and protect their critical assets.

As Vice President Polygon Enablement at Polygon Labs, I led of team of Success Managers and spearheaded the creation of a global customer/partner success strategy. Establishing all processes including a clear customer journey, tiered engagement models, onboarding, customer health, and reporting frameworks. Collaborated with Sales, Product, Marketing and Community teams to establish a customer-centric culture with a unified engagement and support model.

As Head of Partner Operational Support Services at Amazon Web Services (AWS), I led a team of specialists and spearheaded initiatives to drive customer success focused on Partner AWS Account Operations, Billing, and Cost Optimization. By implementing a dynamic Partner Engagement Model and creating a centralized Partner Operations Knowledge Center, we enhanced partner performance and engagement effectiveness across all tiers. Additionally, we streamlined the Partner onboarding process as well as the an Account Transfers process, leading to a significant reduction in operational issues, improved Operational Excellence, and overall partner satisfaction.

As the Head of Customer Enablement and Cloud Optimization at Amazon Web Services (AWS), I led a team of specialists to drive customer success focused on AWS Account operations, Billing, and Cost Optimization. By developing a comprehensive Customer Success strategy and implementing a Success Centers of Excellence model, we delivered 49 customer-focused strategic initiatives within 14 months, resulting in a 135.7% increase in team productivity through organizational transformation and advanced Salesforce reporting frameworks.

In my role as Vice President Customer Success at Rehearsal, I was responsible for the full life-cycle of Customer/Partner Success. I built the Customer Success team from scratch, establishing a clear customer journey with engagement models for onboarding, renewals, playbooks, as well as customer health model. I also collaborated with global partners to integrate our success model into their offerings.

In my role as Director of Software Solutions & Services at CDW in Chicago, IL, I was responsible for overseeing the strategic technical direction and execution for the software business. I managed key partnerships with industry leaders such as Microsoft, Citrix, and SNOW software, driving the focus on cloud computing and spearheading the evolution of business and partner models. My core responsibilities included developing and executing strategy, engagement models, and processes for customer success and professional services.

• Developed and launched a software product enhancing Microsoft SharePoint management capabilities.• Led vision, design, and front-end development to address key user needs.• Managed sales and marketing efforts, leading to the product's acquisition by Idera Corporation.

• Consulted with Fortune 500 customers on designing and developing Enterprise level systems using Microsoft SharePoint Technologies.• Led the formation of Microsoft portals and collaboration practice area, developing best practices and assets.• Co-led the formation of Centers of Excellence to drive knowledge sharing and talent development.

• Developed corporate web presence and ecommerce solutions for SMB market.• Collaborated with clients to understand their needs and deliver customized solutions.• Utilized skills in web design and development to create impactful online experiences.

• Consulted with Fortune 500 customers on designing and integrating custom web-based Enterprise systems.• Focused on Information Architecture and content management systems like Interwoven and Microsoft CMS.• Attended Arthur Andersen Consulting University to enhance core business skills and methodologies.

• Managed corporate web presence and custom application development.• Integrated web-based systems for online ordering and special engraving services to enhance customer experience.• Developed and maintained secure online platforms to drive sales and streamline processes.

• Provided technical support and managed corporate web presence for NetNITCO customers.• Oversaw custom web development services to ensure client satisfaction.• Implemented strategies to improve website visibility and user experience.

• Led Marines in executing duties as a Non Commissioned Officer, earning two meritorious promotions.• Received two letters of commendation for superior performance and completed leadership and management courses.• Developed strong leadership, communication, and decision-making skills in the United States Marine Corps.