Provide business process improvement services to companies in transition from start-up to growth stage using my SARA model. Specialize in SaaS Customer Success and Support strategies that accelerate and optimize customer success teams, delivering a robust blueprint of best practices, proven support technology requirements, and common-sense metric plans that drive business decisions. Provide authentic mentoring and coaching focused on results that increase customer satisfaction, retention and optimize per-customer profitability. SARA = Scalable, Accountable, Repeatable documented processes ideally wrapped in Automation.Assignments- Customer Success advisory services were provided for an HR Tech company. Services provided a gap analysis with recommended improvements road map, operational improvements and business case for continued direction- Provided gap analysis, documented improvement road map and implemented phase 1 improvements for a clinical trial payment technology company that had a strategic initiative to stabilize processes, provide a common experience to customers and prepare for growth- Conducted assessment for an ERP technology company to enhance client services operational efficiency

Responsible for customer facing operations. Delivered a framework to address strategies for Services, Support, Education and Customer Success. Created Education Services practice to improve adoption through well-educated customers. Launched new implementation services offering to improve the customer's time to value (TtV).

Managed early stage start up’s day to day operations. Company awarded placement in Y Combinator’s 2015 summer program with successful post demo-day fund raising. Designed implementation services, automated user on-boarding and support services.

To support Boomi’s new Software-as-a-Service business model (Saas), I completely reworked the Client Services department. I restructured the organization to focus on the importance of building long-term customer relationships and increasing operational efficiency.Drawing on decades of leadership experience, I collaborated with team members to identify problem areas and find solutions. I helped each employee understand his or her role in our success, and monitored our progress by setting clear goals and smart metrics. Together we increased services revenue ten-fold over 5 years by:♦Replacing poorly performing service products with two new high-margin support offerings♦Creating an education services practice and a certification program that turns customers into experts and evangelists. As they change companies, they carry us with them, creating a sales funnel that continues to drive growth. Additionally, I worked to increase customer self-enablement and reduce reliance on expensive support channels like email, chat and phone. My community driven and knowledge centered support system:♦Decreased tier 1 support cases from 25% to less than 10%♦Increased customer support portal utilization from 1% to 50%+This efficiency made it possible for Boomi to support rapid growth without hiring any additional employees. In fact, revenue generated from newly implemented support products covered 100% of the team’s operating costs.Since the SaaS business model requires an ongoing customer relationship, I also focused on increasing customer satisfaction. My team and I built successful relationships with customers by:♦Collaborating to develop a game-changing predictive analytics patent♦Launching two customer success programs♦Implementing Net Promoter Score ♦Creating a closed loop process to address negative feedbackThese innovative solutions increased customer health metrics by 20% and led to a 94% customer retention rate as our customer base grew from 32 to 1700+.

As General Manager of the business line, I reinvented the organization that supported and serviced clients, substantially increasing top line revenue.I worked closely with the team to identify past causes of attrition, customer dissatisfaction, and low financial margins. I defined clear supporting roles, and inspired the staff to meet new and energizing goals. By formalizing account management and service deliverables, my team was able to quadruple services revenue, increase client satisfaction to a 4.5 rating on a 5.0 scale, and drive maintenance revenue up 40%.

As the special projects General Manager I managed acquisitions, due diligence, acquisition integration, and product organizational readiness. I also created an acquisitions “lessons learned” presentation to ensure the process was documented for future leaders.

As the General Manager for new product development, I developed a recruiting process to combine top performers from across the market. I led the team to create a prototype for testing cutting edge technologies, and together we developed next generation solutions. Our geographically dispersed organization offered software development, people management, configuration management, and technical support.

As the Senior Director of the Finance Product Line I developed long-range product direction and strategy. I mapped out a vision for each product, and was intimately involved with the direct management of a 60-person project planning organization.

As the Development Manager for the Finance Product Line, I supervised large-scale technology projects through to completion. I served as the key contact for client and internal departments, and ensured projects were completed to specifications. I also created a system test methodology that streamlined operations and increased integrity.