Bringing people together to reach common goals is my passion. My specialty is leading high-performing IT teams in executing digital transformations that drive extraordinary business advancement. Leveraging my extensive background in the SaaS industry, I provide integrated digital tools and business intelligence that accelerates revenue growth, customer satisfaction and employee engagement, while successfully managing change. A thought leader and people motivator, I build and launch large-scale technology roadmaps that drive successful execution of high-value, highly complex, cross-functional projects. Partnering with sales and customer success leaders, I repeatedly implement forward-thinking solutions that drive both customer growth and retention. Noted for:Penetrating New MarketsSpearheaded 15% YOY ARR increase, despite global pandemic, and gained successful market entry into the competitive $1B TAM corporate software market by delivering key business systems, implementing information security program, and achieving compliance (SOC 2, ISO 27001). Spearheading TransformationDelivered organizational and cultural transformation, achieving 15-point YOY increase in NPS (to +31). Established quantifiable success measurements by creating and implementing the “Shifting Left” model, resulting in a reduced time to resolution and a lower cost per ticket, with increased customer satisfaction.Constructing an IT OrganizationBuilt an IT organization in conjunction with the development of a three-year corporate systems roadmap, supporting Higher Logic’s significant increase in ARR while maintaining customer satisfaction and strengthening customer retention.. Strengthening Performance and AvailabilityImproved customer NPS by 40%, reduced time for case resolution by 44%, increased YOY customer retention by 1%, and decreased implementation time by 60% by employing Zendesk, Salesforce CPQ, and Gainsight in addition to migrating commercial products to AWS.Executive CompetenciesSaaS Infrastructure Creation, Management and Support – Digital Transformation – Strategic Roadmaps – Business Intelligence – Change Leadership – Operations Management – Enterprise Architecture – Talent Optimization – Vendor Management – Cybersecurity / Data Privacy – People Leadership – Team Building / Collaboration – Customer Success – Certifications and Compliance