Client Success:Developing Client success and managing teams responsible for ensuring the satisfaction, retention, and growth of clients:Team Management: Coach a team of client success managers and specialists. Hire, train and set team SOP’s. Overseeing strategies for building strong relationships with clients. This includes understanding client needs, addressing concerns, and proactively ensuring client satisfaction.Developing Retention and Growth Strategies: strategies to retain existing clients and promote their growth. Including upselling or cross-selling additional services based on client needs.Performance Metrics and Analysis: Establishing key performance indicators (KPIs) to measure the effectiveness of client success initiatives. Analyzing data to identify trends and areas for growth.Customer Advocacy: ensuring that client feedback is heard and incorporated into product or service improvements.Continuous Improvement culture within the client success team. This involves refining processes, adopting best practices, and staying updated with industry trends.Product Expertise: Managed a portfolio of subscription based SAAS technology applications and services, emphasizing API integrations related to Tax workflow.Recognition for Excellence: Awarded the Circle of Excellence in 2022, recognizing outstanding contributions across the entire Tax organization.Collaboration and Alignment: Fostered alignment between product teams and technical support services to cultivate successful partnerships and support organizational goals.Operational Improvements: Change leader tasked with developing Standard Operating Procedures (SOPs) and automating processes to facilitate growth and operational efficiency.

Leadership & Management: Oversee and ensure the efficacy of Microsoft solutions, driving modernization and transformation initiatives across global accounts (4). Lead the strategic addition of new products to enhance the client’s prioritized solutions and address global workloads.Strategic Advisory: Serve as a trusted advisor to C-level customer stakeholders, facilitating their leadership through various changes and working to ensure the clients goals could be better obtained through tools and services already employed in their MSFT portfolio. Stakeholder Engagement: Establish and maintain strategic relationships with key customer stakeholders including Line-of-Business leaders, IT Directors, CTOs, and CIOs. Coordinate with junior Success Account Managers and other account team leaders to ensure the delivery of high-quality solutions and maintain account health.Revenue Growth: Drive revenue through strategic planning and developing opportunities from initial vision to final commitment. QBR’s, Monthly technical reviews, Annual Executive meetings.Executive Engagement: Manage client executive steering committees, providing guidance and influencing major organizational changes. Advocate for transformative solutions that enhance organizational health, stability, and success.

Solution Consulting: Serve as a consultant for retail clients, specializing in the utilization of geofencing technologies through Wi-Fi to enhance retail sales & marketing through customer engagement.Data Analytics: Assist retailers in capturing high-quality data analytics and accumulating valuable first-party data to inform strategic decisions and improve customer experiences.Implementation and Strategy: Oversee the implementation and installation of technology solutions and conduct customer journey mapping to optimize interactions and operational efficiency.Technical Integration: Develop API connections between retailer systems and various marketing platforms, including Salesforce Marketing Cloud Interaction Studio (formerly Evergage) and other Email Service Providers (ESPs), to streamline communications and data management.

Team Leadership: Direct a team of 12 IT development professionals focused on delivering exceptional outcomes for Bestbuy.com Mexico, using Atlassian tools like Jira and Confluence to track progress and facilitate collaboration, ensuring high performance and alignment with executive strategic goals.Technology Transformation: Lead the transformative migration from Rackspace to AWS and transition from Magento to the Best Buy eCommerce platform. Utilize Atlassian tools to manage project workflows, document technical requirements, and maintain a centralized source of truth, enhancing operational efficiency and scalability.Strategic Planning: Design and manage the product roadmap using Jira and Confluence, prioritizing initiatives that align with business objectives. Secure C-level buy-in and effectively lead steering committee meetings to ensure stakeholder alignment and support for key projects. Use Jira to track decisions and outcomes, enhancing transparency and accountability.Agile Implementation: Using Atlassian’s Jira Software to optimize project execution and delivery, fostering a culture of continuous improvement and rapid response to market changes. Utilize Jira’s agile boards and reporting tools to monitor sprint progress and team productivity, ensuring agile best practices are followed.

Strategic IT Transformation: Spearhead cloud transformation initiatives by selling solutions across AWS, Azure, and GCP through strategic partnerships. Lead IT transformation projects to enhance infrastructure and application scalability and security for global clients.Service Delivery Leadership: Direct a team of 4 global account executives, a dedicated services team, and solution consultants to deliver high-quality IT services for global clients. Ensure the successful implementation of projects and staff augmentation programs, focusing on achieving excellence in service delivery.Revenue Growth and Client Expansion: Drive revenue growth by expanding strategic relationships with named global clients. Develop and sell Statements of Work (SOW) for projects and professional services, including data center re-badge programs, to address client needs effectively.C-Suite Engagement and Partnership Maintenance: Maintain robust C-suite partnerships and secure executive buy-in for large critical IT projects. Ensure the relationships remain strong and referenceable, enhancing client trust and satisfaction.Performance and Team Management: Achieved recognition as a top 14 partner, delivering 145% of quota. Responsible for hiring and managing staff for project implementations, aligning team capabilities with client demands.Collaboration with Product Development: Work closely with the product development team to identify trends and assist in forecasting. Influence product enhancements and alignments based on client feedback and emerging market changes.

Transformational Leader at DR:Spearheaded the creation of new teams and a fresh client success organization.Team Leadership: Directed a global ensemble of relationship executives and a pioneering service delivery team for MyCommerce.Client Lifecycle Management: Formulated distinct stages, processes, and KPIs to optimize client success and relationship longevity.Enhanced Client Relationships: Boosted Net Promoter Score (NPS) by 35% within a year, underlining strong and referenceable client relationships.Strategic Client Alignment: Segregated clients by industry and expenditure, innovating our relationship cadence and service models. This revamped delivery process enhanced scalability and reduced client onboarding time by half.Digital Messaging: Pioneered a digital messaging strategy and devised personalized messaging programs to engage clients effectively.Integration & Service Management: Supervised a client-facing integrations team (focused on API) and a 14-member service delivery unit.Enterprise Change Leadership: Conceived and helmed a new release planning program, transforming the release process company-wide. This resulted in a 37% surge in development productivity and more efficient site launches while curtailing client errors by over 35%.