Responsible for ensuring an exceptional customer journey by aligning product capabilities with customer needs and expectations. The CX team at Elementum is dedicated to enhancing the user experience and fostering a customer-centric culture throughout the organization. They demonstrate a deep commitment to our customers, evident in their collaborative partnerships and significant influence on the product roadmap.

Further solidifying the importance of customer feedback into product development, we combined the product and customer experience teams! This ensures a tighter alignment and communication between our customers and our product strategy, design and development. I am beyond excited to be leading this innovative, talented and dedicated team to deliver our Service Management Cloud platform.

Working with an amazing team at a company that truly has a customer first mentality. We are solving the complex problem of adding order to chaos in the daily lives of the supply chain heroes. The customer experience team has decades of knowledge solving this same problem for other business functions. Our customer engagement model guides each customer to accelerate their supply chain service management path to value. Every day, every customer, every challenge is a gift.

Leading a team to deliver an exceptional customer experience and drive value and change to the supply chain industry. Fostering an environment where the team and the customer thrives is easy when the company puts people and customers first. This is my dream job where I get the opportunity to work closely with internal teams (marketing, sales, product) to share feedback and also define, refine and improve the customer journey through implementation and adoption!

I am lucky to be working with a team of extremely talented and dedicated professionals help our customers with their supply chain digital transformation. By helping our customers adopt a new way of working, out with the old and in with Elementum, the customer success team identifies tangible business value through operational efficiencies that clearly help improve service levels.

As a Customer Success Advisor I had the opportunity to work with our large global customers, leveraging over 10 years of incident management experience to develop and execute multi-phase transformation programs aimed squarely at improving their supply chain S&OE efficiency.

At Maryville I have the opportunity to work with large Fortune 100/500 companies and non-profit organizations to define the strategy for their process improvement programs and lead the implementation of large complex initiatives using leading edge SaaS software along with industry frameworks and standards.

Responsible for developing, expanding, and delivering service offerings in the Service Management space including consulting services and training services. Works with various clients, partners, and industry luminaries to shape and define best practice approaches.

At Emory University I was responsible for building a new department to tackle the strategic areas of customer relations, service management, business continuity, and marketing and communications. The IT Service Management Office was formed as part of a large reorganization to directly address key improvement areas identified by stakeholders throughout the university and healthcare organizations. Key focus areas were the development and implementation of a campus-wide ITSM program, comprehensive marketing and communications for the entire IT division, and the creation of a new role to align IT with the business needs of the University: Business Relationship Manager. This three year transformation involved leading and motivating an organization to achieve a sustained culture change.

At Pluris I had the good fortune to work again with the CEO from Hughes and the former Vice President of World Wide Sales from Hughes. The environment and culture of a startup organization best aligns with my natural talent and desire to move quickly and deliver rapid results. I enjoy working with leading/bleeding edge technology and building teams. As the manager of the east coast operations and sole field office, responsibilities were broad and self-motivation, management, and effective communication skills critical. Responsibilities included managing early field trials with large Tier 1 service providers, developing regional territory plans, reviewing and contributing to marketing research documents, and managing system engineering resources. Met or exceeded all MBOs.

Working at a technology consulting firm, RPM Consulting, was a great experience. At RPM I was responsible for all business development and account management activities for the Washington, DC metropolitan area. As one of the first senior management representatives, I transformed and grew the region from low-margin staff augmentation to high-margin project-based solutions. Other successes include significant new business revenue growth (2x), including existing customer base and new account penetration. Based on previous work relationships, I also developed a strong strategic partnership with Cisco. Exceeded all quotas and delivered a monthly forecasting accuracy within +/-3%.

Cabletron was a short term work agreement to assist the Vice President of Channel Sales with the business model and execution of Cabletron’s channel distribution program, Synergy Plus. Again a previous colleague from Newbridge, the Cabletron Vice President of Channel Sales, directly recruited me due to his confidence in my ability to deliver. The channel concentration was on first tier distributors such as NCR and Tech Data.

After the Vice President of Integration at Hughes left to join Newbridge, he brought with him a team of trusted high performing managers to grow the healthcare vertical. This provided an opportunity to move into a pure business development role capitalizing on the Healthcare experience gained at Hughes. Exceeded all quarterly and annual quotas.

At Hughes I began as a project manager and progressed to east coast regional system engineering manager responsible for managing a geographically disbursed team of network engineers. This role provided a good blend of continuing engineering growth while also establishing and gaining management expertise. The opportunity to work with multiple large corporations, many in the healthcare vertical, and customers provided both varied experiences as well as human interaction. Exceeded all quotas and MBOs.

The first two positions of my career were the coolest by far. At Applied Technology Associates and later Stark & Associates I worked as a government contractor doing software development on large scale simulations for the strategic defensive initiative (“Star Wars”) and network design and implementations for the Naval Research Lab, Naval Intelligence Command, and the Pentagon. Alas, working in an office with a cipher lock banging out code all day did not provide the human interaction I crave ...