Designed, staffed, and led a lean RevOps structure that enabled Sales, Marketing, and CX leaders to make data-driven decisions and experience limited friction running functions core to the company's effort to reinvent itself as a hypergrowth organization after 25 years. Generated strategic insights and spearheaded pilots and comprehensive projects to improve Revenue processes, systems, and tools, helping to increase YoY seller productivity (bookings per rep) by 15%. Conducted scenario analysis and planning to ensure optimal Sales and Marketing resourcing capacity and application, helping to reduce selling expenses by upwards of 44% with no negative impact to sales. Built top-down and bottom-up Sales and Marketing KPI measurement models and reporting tools and processes that reduced the average time required to set monthly forecasts and quotas from 20 hours to 4. Steered, and contributed to, development efforts in Salesforce.com, Power BI and Domo to identify previously unknown customer expansion opportunities, leading to over $360k in ARR in 3 months.

Established an Operations and Enablement function within a newly created Customer Experience (CX) department, consisting of Customer Success, Support, Enablement, and Operations. Formed and ran a monthly retention analysis and review cadence to provide the SVP of CX with insights to enable swift decision-making, resulting in achievement of company’s employee innovation award. Created an ROI modeling tool to estimate the profitability of Customer Success teams and analyzed them bi-annually, with outcomes including the dissolution of one team and growth of another by 50%. Developed a business impact mapping framework and conducted weekly leadership workshops to identify and operationalize metrics that tie CX success to Board-level Revenue and EBITDA KPIs.

Led a global team of in-house and contracted Product Owners, Project Managers, and Business Analysts to modernize legacy tech stacks (Oracle Siebel, SugarCRM) and implement new leading-edge solutions (Salesforce.com, Microsoft Azure, Conga). Oversaw an Operating Committee-sponsored program to deliver a modernized prospecting experience on Gartner’s legacy CRM (Oracle Siebel), resulting in 20%+ improvements in data quality and functionality. Led the global Sales Transformation’s “Core Sales” workstream, responsible for defining business requirements and designing Opportunity and Renewal Management solutions on Salesforce.com. Empowered team member professional development and career progression, with results including the promotions of 4 of 6 direct reports and significantly expanded responsibilities of the other 2 reports.

Served as the Product Owner for the primary CRM UI/UX and integrated applications for Gartner’s 3,800 front-line Sales associates, with accountability for maximizing business value by ensuring solution viability and usability. Launched Gartner’s first custom Sales productivity mobile app, using SugarCRM SDK, React Native, and Microsoft Graph API; enabled sellers to prepare for onsite meetings in roughly 75% less time. Directed the migration of millions of rows of Sales data from CEB’s Salesforce.com instance and data warehouse to Gartner’s CRM (Oracle Siebel) and data warehouse; despite countless complications, completed the project on time and under budget and met stakeholder expectations. Co-architected Gartner’s proprietary Product Service Owner Methodology, which blends Lean and Scrum.

Managed projects focused on stabilizing operations following CEB’s acquisition of Melcrum Ltd. Performed a thorough post-acquisition audit, which uncovered and reconciled a nearly half million-dollar bookings discrepancy, equating to over 5% of the purchase price. Conducted SWOT analysis on the legacy Melcrum and CEB businesses, as well as on the newly combined entity, pinpointing underappreciated business opportunities totaling several million dollars.

Advised Communications executives across hundreds of $1B+ organizations on their mission critical priorities. Diagnosed the business challenges of C-level clients and delivered insights to them ‘in the moment,’ leading to a retention rate of over 80% for 3 years. Partnered with the head of Large Enterprise Sales to form and train dozens of sellers on a scalable consultative selling framework; multiple trainees went on to become President’s Club achievers, and the framework contributed to conservatively $5M-$10M in new sales annually.