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Led Sage People’s top-tier global technical support and incident escalation teams providing technical support for Sage People HCM and integrated payroll customers and Implementation Partners. Part of the go-to-market team ensuring business readiness prior to new functionality and product releases. Global process owner for all team processes and SOPs. • Maintained standards of support and escalation management while achieving key support KPIs.• Created a new onboarding program for support analysts, enabling new hires to quickly become contributing members of the organization.• Established a multi-level case escalation process. • Developed support globalization plan including cross-country product training and priority case hand-off process resulting in 66% case close time reduction. • Established new case management processes, increasing SLA compliance from 49% to 92%.• Created a new priority case procedure improving time to respond for priority cases in under one hour to 98%.• Proposed and implemented a queue consolidation and tiered support plan. • Performed extensive analysis of CRM system reporting capabilities, enhancing reporting for better customer issues and trend analysis.• Certified Sage People System Administrator• Skilled with SalesForce CRM

Optimized the commercial success of Sage People HCM product in the US market. Commercial planning using market analysis, competitor analysis, and opportunity sizing. Responsible for tracking and reporting on sales and adoption, providing insightful analysis and data to key stakeholders. Supported sales enablement by delivering assets and materials needed for the sales process. • Led the go-to-market process for new product features and functionality.• Developed collateral for new product feature launches, and lead generation.• Collaborated with sales, and partner enablement teams. • Responsible for fiscal sales analysis and competitor functionality comparisons.• Created sales playbooks for North American sales teams. • Developed and facilitated annual partner conferences.

Contributed to and validated product vision and market strategy for Sage HRMS product.• Identified and built business cases for investing in new features and functionality with the greatest potential for ROI.• Prioritized roadmaps based on commercial outcomes and engineering capacity.• Partnered with release management providing appropriate content and functionality details for newly developed features and code fixes.• Met with key internal teams and external customer partners consistently to determine product improvements needed to continue and increase commercial success.• Proficient with JIRA • Completed Agile Product Manager certification.

Managed a national Level 2 service and success organization supporting an internal service bureau as well as VAR Partners who licensed the software payroll and time and attendance software. Annual revenue was over 64 million dollars. • Developed all Service Level Agreements for the support and success organization.• Implemented new policies and processes that led to improved issue assignments and resolution rates.• 95% overall success rate with meeting or exceeding Service Level Agreement standards.• Performed on Sage integration task teams to determine process changes needed to transition to Sage after acquisition while maintaining customer experience at expected levels for Licensee Partners, systems, and software applications.• Coordinated and managed the go-to-market effort on service, training, documentation, and client implementation of the HCM and ACA Comply products.

Coordinated and facilitated all aspects of the customer experience relationship for 225 software Licensee Partners.Worked consultatively with Licensee Partners to identify opportunities to support their success in their market. Advocate across all key departments, including senior management, development, sales, training, and marketing. Monitored and analyzed competitive activities and provided intel and guidance to mitigate risk and improve market position.• Monitored and provided analysis of competitor activities to mitigate risk and improve market position.• Drove Licensee Partner adoption of new features within the product lines.o Increased online product adoption from 15% to 95%, resulting in 90% increase in year over year subscription revenue of the online product.• Owned new licensee business analysis, onboarding, and enablement. • Managed migration of the PayChoice Service Bureau client base to the Encore HR/PR platform.• Managed ISV Partner relationships. Increased Licensee adoption rate by 12%• Key contributor in planning, executing and facilitating the Annual Partner User Conference.