As COO I've grown our headcount from six to over 50 full-time staff and contractors in the US, Brazil, and the Philippines focusing on solutions architecture, support, application engineering, compliance, sales, marketing, and other roles to deliver an enterprise-class customer identity software and services team. I also lead our strategic planning, OKR, and performance management programs to ensure everyone's aligned around achieving ambitious goals.

Grew new delivery model to over a hundred elite accounts in the Americas markets, representing significant logos and millions of dollars of recurring revenue for the business, and grew delivery team to ten skilled technical services professionals focused on product adoption, outcome achievement, relationship management, and renewal strategy. Facilitated change across the TAM organization by implementing best practices in customer success for SaaS businesses (success plans, playbooks, account health, automating risk awareness); innovating new ways to manage operational data to make data-driven decisions, forecast growth, analyze trends, and manage entitlements; and evangelized the team’s success internally.

As Team Lead for a new delivery model within the Technical Account Management organization, I worked with high-value accounts on technology strategy, product enablement, security needs, and escalations.

As a Senior Support Engineer, I collaborated with Support Engineers on solving complex application and cloud hosting infrastructure issues, and trained new staff.

As a Support Engineer, I solved thousands of tickets for Acquia customers in areas such as business-critical application and cloud hosting infrastructure issues; application and infrastructure performance; and Drupal best practices in architecture, development workflow, and security.

By night I was an independent consultant specializing in web project management and front-end development for nonprofit organizations and socially-responsible businesses, with a particular focus on open-source technology and content management systems such as Drupal and WordPress.I facilitated collaborative discovery sessions on information architecture, developed websites, trained end-users on content administration, managed digital projects, and advised on digital marketing and marketing technology trends.

After two years of working for the U.S. headquarters office of Action Against Hunger, I was promoted to lead the online marketing and technology strategy for a global, multimillion dollar fundraising campaign to end childhood deaths from hunger-related causes. In this new position, I collaborated with international campaign staff and agencies to implement and administer technology solutions for the campaign's multilingual website, constituent relationship management system, and multicurrency online fundraising platform; provided strategic direction for the website's information architecture, design, and development; managed the project's global implementation; developed a multichannel and cross-cultural constituent engagement strategy through email marketing, social media, and pay-per-click advertising; trained end-users on our marketing technology stack; provided detailed reporting and analysis on key performance indicators; and advised on international trends in online marketing.

At the U.S. headquarters office of Action Against Hunger, an international nonprofit organization with humanitarian operations in over 40 countries, I led online marketing, online fundraising, and marketing technology strategy which covered websites, peer-to-peer fundraising, social media, SEO/SEM, email marketing, mobile marketing, ecommerce, hosting and domain administration, and conversion optimization. Highlights of my accomplishments include a record-breaking year for online fundraising in 2011 due to the successful relaunch of actionagainsthunger.org and our social fundraising platform, dramatically improved conversion rates resulting from rigorous A/B testing, a 300% increase in traffic from improved pay-per-click marketing strategy, a 600% increase in email capture rate using conversion optimization techniques, and an increase in organic search traffic by 110% from deliberate search engine optimization. Additionally, I launched a hosted applicant tracking platform responsible for managing hiring workflows for over 1,000 job applicants each month, greatly improving HR scalability and efficiency, and provided legacy system migration and training to over a dozen internal users.

After being promoted at Cross-Cultural Solutions, my responsibilities shifted to focus on interdepartmental project management and marketing technology strategy. I led projects to improve organizational knowledge management, including data capture, validation, and normalization initiatives; automate workflows; integrate systems; and integrate online social engagement strategy into support and outreach activities. I also became an administrator and trainer of web applications for website content management (Sitecore), constituent relationship management (Salesforce), email marketing (ExactTarget), chat (Activa Live Chat), and surveying (QuestionPro) systems. Highlights of my achievements included introducing improvements to key surveys to increase response rate by over 200%, and migrating an extensive image library to a hosted digital asset management platform. I also authored the organization’s first social media policy for staff, and ensured brand consistency across multichannel online marketing initiatives.

At Cross-Cultural Solutions, a nonprofit organization that provides volunteer abroad experiences to thousands of people every year, I was responsible for the implementation of the organization’s first content management system (Sitecore), which including creating the new website's information architecture, successfully facilitating the migration of thousands of content items, developing user personas and administering security roles, training end users, wrangling developers, and creating testing scenarios as project manager for organization’s website relaunch, which was successfully delivered on-time and within a tight deadline. Other highlights include developing a comprehensive brand monitoring and industry-leading social media strategy while internally evangelizing social media as critical to constituent engagement and creating brand awareness. I also improved email marketing strategy by creating well-designed and cross-client compatible HTML email templates leveraging reusable and dynamic content (using ExactTarget), which dramatically improved subscriber engagement and enabled non-technical staff to efficiently create content and automate marketing processes.

At Idealist.org, a nonprofit organization that connects people, organizations, and resources to help build a world where all people can live free and dignified lives, I managed an interdepartmental project team responsible for the successful launch and support of an international initiative that encouraged Idealist members to hold face-to-face community meetings, resulting in over 400 events taking place in 80 countries over three months; conceived and spearheaded the editorial development of Idealist's Community Action Center, a comprehensive online resource for people who are inspired to improve their communities; created and maintained review standards for several types of online user-generated content; and cultivated relationships with Idealist members to provide one-on-one support for their community meetings, solicited feedback on our programs, and developed interest stories for user inspiration. I managed a full-time associate and occasional interns, and had been highly involved in the recruitment and training processes for many other full-time staff members, interns, and volunteers.

Within 48 hours of being notified that former Peace Corps Volunteers were being recruited to support disaster relief efforts in the aftermath of Hurricane Katrina, I arrived in Orlando, Florida to receive FEMA training before being sent to rural Louisiana to advise and provide ongoing case management to hundreds of Hurricane Katrina victims at a Disaster Recovery Center on FEMA aid processes and connect them to relevant local services for food, clothing, shelter, and health care. I also trained five new Specialists on FEMA’s proprietary web-based case management application, FEMA’s service processes, and appropriate communication skills for assisting distressed evacuees.

At J. Ottman Consulting, a consulting firm specializing in sustainable product marketing, I managed workshop logistics, wrote proposals, researched presentation content, and co-developed an improved brand and communications strategy for Design:Green, an emerging workshop series in sustainable design for consumer products. I also researched and developed a draft of the agency’s proprietary consulting tool intended to reduce environmental impact through design innovation, co-authored a topical article for an industry business magazine, relaunched the agency’s website, and supervised interns.

As an intern at GreenOrder, an environmental sustainability consulting agency, I researched and produced quantitative environmental claims and advanced calculators for marketing executives at General Electric involved in launching the global “Ecomagination” campaign, including those for hybrid locomotives, agricultural surfactants, and aircraft engines.

As a Peace Corps Volunteer, I worked with several community-based organizations to improve their business practices and increase their computer literacy. At a micro-enterprise support organization and ecotourism project, I developed computerized financial management tools and standardized business processes that resulted in a 30% reduction of administrative expenses and accounts receivable. Additionally, I created a comprehensive business plan to leverage underutilized resources and reduce donor dependency for a regional training center in organic farming, presented basic business skills workshops to informal sector artisans in English and Kiswahili, and provided one-on-one consulting services to micro-entrepreneurs. I was also elected by my SED/ICT peers to serve as the chairperson of our national sector advancement committee, and spearheaded the design and management of a two-week technical training curriculum for new SED volunteers.