Executive leader of Customer Success organization for SaaS provider of donor & systems management software and streaming services for mission-based and non-profit organizations. Accountable for service delivery of Operations, Implementation, Customer Success, and Support functions with 150+ colleagues focused on technological innovation, usability, and customer care. Led customer experience initiatives in first 18 months that resulted in the following industry recognition/awards: 2023 Stevie Gold Award, Contact Center of the Year Technology Industries - Over 100 Seats; 2023 Stevie Bronze Award, Customer Service Department of the Year Computer Software – 100 or More Employees; 2023 APPEALIE SaaS+Software Award - Customer Success

Executive leader of 500+ colleagues in UCaaS business unit providing global strategy, operations and organizational performance, 24/7 call center/customer care and service delivery functions for all UCaaS products in the global portfolio (Americas, EMEA & APAC). End-to-end responsibility for transformation to drive a world class customer experience culture for the fastest growing global cloud communication provider in the world.

Executive leader of Client Services & Support organization comprised of 400+ colleagues including a Technology Help Desk, CC/T1/T2 technical support, custom engineering services, shared services and customer success teams providing service delivery, content creation, field product support and account relationship management. Responsible for organizational business transformation and customer experience within the Revenue Cycle Technology (RCT) business unit -- a provider of SaaS solutions covering a broad spectrum of healthcare providers revenue cycle needs.

Executive leadership role within the Ambulatory Practice Solutions P&L (400+ colleagues) with a product line focused on Electronic Medical Record and Practice Management tools for ambulatory physician organizations. Responsible for direction and success of the CPS Support & ITPS Field Service functions and teams.

Leader of Customer Care organization (500+ employees across 7 locations) accountable for technical support delivery for professional tax customers using Intuit’s Lacerte and EasyACCT products. Responsible for overall technical support center operations including human capital, financial planning/management, telecommunications, workforce management, workload forecasting and Six Sigma/process excellence project sponsorship.

Leader of US, Canada & India Client Technical Support Call Centers (450+ colleagues) for Consumer Office and Windows support delivered in partnership through near- and offshore outsourcing vendors located in Canada & India.