Advisor on SaaS operations and customer success strategies leading into Pre-Seed and Seed funding rounds including staffing models, GTM enablement and messaging, value modeling, enablement planning, community development and overall scalability

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SaaS Product Operations & Customer Value Enablement Advisory Services

Advisor on SaaS operations and customer success strategies leading into Pre-Seed and Seed funding rounds including staffing models, GTM enablement and messaging, value modeling, enablement planning, community development, partnership opportunities and overall scalability

- Responsible for managing Product Operations across 90+ product managers, designers, and UX researchers toward standardization in feature ideation, prioritization, release planning, roadmapping, escalations, commitments, GTM communication and usage tracking across multiple disparate product portfolios, teams, and regions- Member of the CPO Core Leadership team reporting to the CPO and serving as Chief of Staff- Creating and maintaining a reference library of all Product enablement materials and processes- Planned and managed regular Product team enablement sessions - Drove collaboration with C-Suite and senior leaders across Engineering, Release Management, Services, Support, Marketing, Sales Operations and Finance- Managed Accessibility Product Manager and Program Manager team members- Managed vendor relationships including contract negotiations, renewals, implementation, standardization, best practice strategies, work priorities, support requests, feature input and beta testing of product management platform Productboard and accessibility service provider Level Access Key Successes: * Developed a consolidated Product Usage Key Metrics Tracking system enabling a holistic view of KPIs across all products and product-specific trends and growth opportunities* Drove awareness and ideation of a centralized Customer Adoption and Utilization data model merging data points across business units* Instituted a generalized Release Framework enabling a customer-centric view while supporting release autonomy within each team * Coordinated and facilitated a 2-day offsite workshop aimed at cross-functional strategic planning and team building between Product, Engineering and Professional Services C-Suite and senior leaders resulting in the formation of 4 cross-functional Task Forces* Developed a Prioritization Framework to evaluate, track and align initiatives across CPO Leadership

- Responsible for driving customer value realization by empowering Customer Success and Product Management teams with streamlined systems, processes, customer usage insights, SME crowdsourced enablement programs, and facilitating collaboration across all departments- Member of the executive team reporting to the COO- Maintained close partnerships with CTO and VP of Global Customer Success to ensure alignment of priorities and progressive improvements for teams - Maintained and expanded platform utilization data models and Power BI reporting for various use cases throughout the organization including renewal upsell/cross-sell, quarterly account health checks, trending across industries, new feature adoption, contracts and financial tracking by usage, etc. Key Successes:* Ideating, formalizing, creating and launching proprietary Customer Platform Adoption Power BI model and visualization framework using custom KPIs, utilization metrics and comparative readiness scoring modeling for visual representation of adoption and health against top performing customers by industry, region, ACV, tenure, use case, etc.to convey customer maturity and opportunities for growth* Developed proprietary Customer Engagement Readiness Score system and methodology * Led transformation of the learning and enablement team into a scalable crowd-sourced model from a centralized learning model* Owned various vendor selection processes including onboarding and supporting Momentive's GetFeedback email and digital feedback programs* Spearheaded Customer Engagement thought leadership including bridging current marketplace thinking to optimal engagement models* Built a custom product go-to-market tracking tool with templated flows based on feature and release type

- Responsible for the global team of consulting professionals, including value strategists, implementation/project managers, and data insight analysts, ensuring clients and partners achieve their business goals- Member of the executive team reporting to the CRO- Foster strong collaboration with SVP of Global Solution Architecture in best practices and overall service models and frameworks- Key contributor to platform journey insights workbench for business users unlocking data analytics, machine learning and predictive modeling- Implementing internal programs, processes, and client usage analytics models for scalable services and best practice client and partner enablement - Enriching sales plays with supporting value drivers and ROI models for demonstrable client successKey Successes:* Created an outcome-based Business Success Framework using measurable and incremental KPI roadmaps that connect organizational goals of driving revenue, reducing cost, and improving customer experience with specific customer engagement use cases * Created “Client Impact Levels” framework for internal visibility to account strength, fit, adoption, etc. to help steer go-to-market and service level support models* Moderated the first-ever global virtual Customer Forum* Co-created and implemented new service bundle framework to better define partner and customer implementations* Co-creator of value-based pricing models * Formalizing client platform usage models to convey maturity and opportunity for growth

- Responsible for the North American consulting team, including value strategists and data insight analysts, supporting clients with onboarding, use case development, and multi-year planning initiatives - Member of the executive team reporting to the COO- Key contributor to sales and pre-sales colleagues with lead development, prospect nurturing, workshopping and contract renewal strategies- Foster close collaboration with EMEA Customer Success leaders and team, especially in the Value and Data Insight teams- Built strong alliances with Field Solutions, Product and Engineering teams to bring awareness to customer product usage and provide inputs into roadmap prioritiesKey Successes:* Led the NA CS team in a prospect strategic POC connecting disparate business-critical channels in under 3 months resulting in signing the largest global revenue account representing an 800% increase in average ACV * Implemented value planning programs and models for the global organization* Led the global value consulting team in defining top sales plays to fuel go-to-market plans

- Responsible for advising and consulting Thunderhead partners and customers in North America around omni-channel engagement maturation and best practices, aligning key business goals to engagement use cases, and using our engagement analytics suite to showcase measurable impacts on actual customer journeys to better meet their in-the-moment needs while also driving business value- Empower business stakeholders to truly understand their actual customers' journeys and enabling brands to deliver more personal, relevant and contextual communications and interactions across all channels - Supported sales with workshops to define client use cases and foster client adoption of Thunderhead's ONE Engagement HubKey Successes: * Guiding a key account to be actively listening and engaging with their customers on over 30 touchpoints across 6 channels within 8 months * Helping a customer achieve a 300% increase in purchases by delivering intent-based personalized experiences

Responsible for building new technology partnerships with Thunderhead, Episerver and Insite Software, leading customer engagement digital strategy sales and services for Aware clients and prospects, and moving Aware's SitecoreUser.com video training site to a subscription based platform while also doubling the size of the video training catalog. Also responsible for defining and leading all of Aware's service offerings, being the primary owner of project process, execution toolsets and disciplines, and providing oversight to all functional disciplines by spearheading collaboration between Aware's functional leaders while assisting their efforts to deliver expertise for the benefit of our clients.Sitecore Digital Strategy MVP 2016 award recipient - one of only 35 globally. https://mvp.sitecore.com/mvps/2016

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