Manage a team of solution architects in a growing customer success organization.Provide guidance and objectives for the Customer Success Engineering team.Defining procedures and process for solution architecture team.Working closely with clients to help shape their technology stack.Developing Tray Academy.

Created customer enablement materialsConsulted with numerous high value clients to improve their solutionsDefined process and procedure for Solutions Architects to followWorked with sales on expansion opportunities within existing client engagements

Perform a consulting role within the Gaia platform. Provide solution documents to squads toimplement new or augment existing functionality. Created a roadmap for the platform totransition to SalesForce lightning which included a heavy focus on user experience. Lead asquad of 6 team members to work exclusively on the Lightning transition and completed theproject two months ahead of schedule. Worked independently with a User Experience squad toenhance seller experience in SalesForce to make sellers more efficient and drive a higher NPSscore of the platform. Provided a CRM org strategy for IBM to manage their 21 SalesForce and2 SugarCRM orgs.

Perform a consulting role within the Gaia platform. Provide solution documents to squads to implement new functionality or augment existing functionality. Created a roadmap for the platform to transition to SalesForce lightning. This included complex reworking of VisualForce and APEX pages. It also included a heavy focus on User Experience to coincide with a complete relaunch of SalesForce to the Digital Sellers. Lead a squad of 5 team members to work exclusively on the Lightning transition and delivered an MVP in the span of 2 months. Continuing to refine MVP over the next few months until the official launch at the end of January 2019. Worked independently with a User Experience squad to enhance seller experience in SalesForce to make sellers more efficient and drive a higher NPS score of the platform.Responsible for introducing new technologies to enhance the capabilities of the platform. Exclusively drove the adoption of Tray.io and Chartio.

Business programs manager for Bluemix Platform-as-a-Service (now IBM Cloud) with a specific focus on sales tools and enablement. Traveled to the three main geographies to train the sales team on the SalesForce platform.Responsible for migrating the sales team from SugarCRM into the Softlayer SalesForce instance. Worked closely with programming team to instrument the Bluemix PaaS lead engine and automation using Segment, Intercom, and Chartio. Created a lead scoring algorithm with Tray.io that allowed reps to prioritize hot leads versus sifting through 30,000-45,000 leads per month.Responsible for the creation and maintenance of the automated marketing campaigns in Intercom. Provided training for the sales team on how to leverage the Intercom platform to engage customers in real-time or through automated messages. Provided analysis of the performance of the sales team leveraging Chartio.Worked as a project lead to merge the Bluemix PaaS team into the strategic IBM SalesForce solution (Gaia) aligning their data into the Common Data Model design. Built custom objects to store real-time customer usage data in SalesForce. Leveraged Tray.io to automate the data migration of over >300,000 records into the new SalesForce environment, which included data transformation on the fly.

Subject Matter Expert (SME) for Software Sales Applications and Tools for the North America Inside Sales Organization. My primary focus is to be the single point of contact at the North America IOT (Integrated Operating Team) level for the support, escalation, training, adoption, requirements, communication and measurements of a specific application or tool. I work across organizations to ensure the needs of Inside Sales are prioritized inside a Global project to meet the needs of the sales community. My other responsibilities include:-Provide technical expertise for key Inside Sales Applications-Provide steady state business support for tools-Provide initial training during implementation and ongoing best practices-Communication plan for Inside Sales stakeholders and sellers-Application testing for new deployments, fixes, and new releases-Communicate sellers requirements to application ownersAdditional tasks include:-Provide technical expertise for Sales Tools by learning all aspects of the tool features and functionality and how it functions inside the sales process to benefit the sellers-Coordination of tool deployment with IT infrastructure and site focal, process team, education and training team, stakeholders and sales teams.-Project plan for deployment tasks and coordinate project meetings-Provide testing and test cases specific to Inside Sales for new tools, fixes, upgrades, and new releases-Coordinate UAT (User Acceptance Testing) by working with Inside Sales management to identify sellers that could assist-Coordinate with Inside Sales teams in early stages of tool development to identify features and functionality for application design-Communicate and prioritize Inside Sales requirements to the Global project lead-Assess and communicate any identified risks to the project team or application owner to the would negatively impact the Inside Sales community

Responsible for management, measurement, trending, and reporting of a $4.0 Billion renewal business. Project Lead for all Sales Tools development for the Business Unit. Created all executive presentations for Director of S&S for Inside Sales.- Introduced Cognos Reporting System to replace Excel for all Director's Standard Reports, which increased team efficiency by an average of 20% across the board, and expected to roll out to all Business Units in 2Q 2013.- Created Collaborative Lotus Connections Community for Director’s Business Unit. Consolidated all shared files, links, wikis, tasks, announcements into Community, streamlining access to information across sales teams.- Continued development and refinement of Renewal Forecasting tool. Upgraded system to a robust DB2 Solution. Integrated multiple separate Business Units into Forecasting tool for one unified view of Director’s business and deeper team integration. New system allowed for $74 Million dollars of reach back opportunities to be passed from S&S Sales Reps to New License reps in 2Q 2012.- Consultant for Worldwide Renewal Forecasting tool development. Provided documentation and explanation of current North America tool implementation. This served as the model for the creation of a new Worldwide tool which will replace and unify current separate systems around the globe. Helped develop the user interface and user experience for the new system to ensure acceptance from Director, managers and sales reps.- Provided the first in-depth analysis on IBM’s S&S Attrition data. Identified root causes for customer attrition in specific customer sets. Advised Director on focus areas for improvement to reduce customer attrition through Sales Rep training.- Streamlined Director’s sales cadence system for internal review and information rollup to Upper Management. Advised Director on focus areas for Business Unit.

Responsible for multiple reporting and business analysis packages, from sales and revenue to commission payments and business controls compliance across multiple sales teams and territories.- Replaced the Excel based Renewal Forecasting tool with a Lotus Notes Database, increasing efficiency and scale of information across the board.- Standardized all sales reporting for the Business Unit and replaced many adhoc reports with automatic reports from the Forecasting Database.- Standardized and streamlined entire sales commission and sales challenge attainment process for Business Unit of over 200 Sales Reps and managers. Increased productivity by 30% in 12 months after rollout.- Created an internal Self-Serve website (PHP/MySQL) to look up Sales Rep territory assignments. Utilized by over 1500 unique visitors a month. This tool is slated to be released as an external site for Business Partners to connect with their appropriate Sales Rep.- Traveled to various IBM Sales Centers around the Globe to train other Business Analysts on best practices and deploy Forecasting Tool--Ireland (2007), Toronto (2007), Miami (2008), Foster City (2009), Australia (2010), Boston (2010), Japan (2012)

Provide assistance and development expertise in driving Software Group S&S Renewals for IBM Acquisitions.- Created an amnesty quoting solution to quote over 1,000 inactive customers recovering $250K in previously lost revenue- Created a Renewal Forecasting tool incorporating individual S&S Sales Reps forecasts and other management metrics improving sales tracking and forecasting overall.- Created a standardized reporting structure off of the data provided by the Renewal Forecasting tool, automating many reporting functions.- Created a standardized cadence file for all First and Second line managers to enhance manager and sales rep productivity- Created an Excel based solution to automate quote creation for multiple acquisitions- Created an Excel based solution to quote and format all the quarterly and annual royalty reports for the U2 Acquisition- Provided assistance for acquisitions from quoting, reconciling customer entitlements, analyzing customer data, and purchase order processing

Provided tutor assistance at the Canada College Learning Laboratory assisting all grades; focusing on technical solutions. Conducted weekly group study sessions for Java and C++ programming languages. Other duties included: - Maintained over 60 Windows XP and Mac OS X computers of varying hardware configurations - Built and maintained Learning Center Website - Loading Software - Troubleshooting technical issues - Provided technical support to staff and students - Graded tests and student papers

Configured, installed, repaired, modified and shipped out hardware & software used to measure the performance of the internet. Other duties included: - Installed Windows NT 4.0 Workstation, Windows 2000 Advanced Server and Keynote Software. - Configured Windows NT 4.0, Windows 2000 Advanced Server, Cisco Catalyst 1900 Switch, Arista Server PC’s, Cubix Servers and Dell Optiplex. - Served as Primary point of contact with Dell Technical Support. - Data Entry - Prepared inventoried items for shipment worldwide.