As a seasoned Chief Operating Officer and Chief Customer Officer, I specialize in leading enterprise software and services firms, particularly those in the $50-400MM revenue range. I have worked in various business ownership structures including Private Equity-backed (PE) and public company environments. My expertise lies in customer strategies, transforming organizations, and spearheading innovative product development. Throughout my career, I've been instrumental in professionalizing founder-led teams, scaling global operations, creating customer-centric organizations, and driving margin improvements.Profitable Organizational Transformation▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬➤ Globalized Operations: At Eze Software, established a 400+ member service team, including a pioneering service center in India. This strategic move resulted in a 25% service cost reduction and significant client satisfaction improvements.➤ Margin Enhancement: Spearheaded process optimizations at SS&C Eze, enhancing margins from 35% to 45% in three years.➤ Operational Efficiency: Re-engineered Capgemini's Oracle ERP business unit, boosting client engagement and achieving a 20% increase in utilization rates.Sophisticated Customer/Client Management▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬➤ Client Account Management Revamp: Introduced 'Success Managers' at Eze, leading to a 97% client retention rate and enhanced financial responsibilities.➤ Innovative Client Service Strategies: Developed and implemented client service dashboards for real-time performance and financial tracking.New Product Development / Launch▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬➤ Revenue Growth through Service Offerings: Generated over $10M annual service revenue at Eze by segregating services from software contracts.➤ Product Innovation: Launched the Eze Marketplace, significantly expanding product offerings.➤ AI Integration: Pioneered AI and large language model applications in ACA's software roadmap, enhancing surveillance capabilities.Broadening Horizons▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬Notable recent experienes include industrializing client service at PE-backed Eze Software, implementing a comprehensive client service dashboard that reflected and drove successful customer journeys, and successfully preparing Eze for acquisition.In my journey, I've honed skills vital for financial services, manufacturing, IT, and professional services sectors. My approach is characterized by a blend of transformational leadership, humility, and a sense of humor.