Lead the Americas Customer Care organization responsible for delivering exceptional customer service and technical support to our Experience Cloud customersChampion and voice for the customer with a focus on improving the overall experience across products and our offeringsSuccessfully rolled out differentiated support to our various enterprise customers (strategic accounts); to help them rapidly realize the value of the investment and increase business value. Working on new differentiated Support offering with planned 2019 rollout.Partner closely with key stakeholders, including Engineering, Sales, Consulting, and Customer Success Leadership to drive alignment around the customers’ needs.Derive insights from customer data to identify and prioritize customer needs; optimize customer time-to-valueMeet with key customer executives on a regular basis; serve as the champion and “voice of the customer” across the company, including increasing awareness of exceptional customer experiencesDriver of several initiatives to improve the customer experience and helping to scale the business.Built a high performing team focused of delivering exceptional customer experiences for our customersStrong, pragmatic, approachable leader who is adaptive, and competent in influencing and working across teams/organizationsA relentless focus on doing what it takes to ensure our Customers are successful. Ottawa Site Leader:Develops and drives overall site strategy Highlights and Promotes all the remarkable things happening at the Ottawa site back to corporate but also back to our Ottawa site. Loud & Proud!Leads group of Senior Leaders who represent their constituents and committees across the site Hosts Regular Town Hall & Update Meetings; Liaison for Exec visits.

Lead, develop, and grow a North American team of service delivery professionals across Adobe’s Digital Marketing products and solutions Core objectives in current role are to:Ensure our Customers are getting a world class support experience with the overarching goal to make Customers wildly successful using our market leading Digital Marketing solutions.Improve customer service quality results by studying, evaluating, and re-designing processes; implementing changes; establishing and communicating service metrics; monitoring and analyzing results Develop strategies and operational plans to enact programs that enable customer success Create and monitor business and process metrics to measure and manage overall customer service effectiveness Develop a strong partnership with key Adobe stakeholders and be an early warning system for any customer or solution challengeEstablish strong partnerships with North American sales leadership, helping position customer care as part of the overall success agenda

Support Adobe’s most strategic digital marketing customers$108M+ customer portfolioLead team of technical account managers to anticipate needs of top strategic accounts ensuring each achieved maximum ROI, receive “red carpet” technical support, and remain loyal customers.Negotiated support component of three high profile deals, positioned premium support, consulted with legal department on terms and conditions that helped close over $3.8M in net new revenue.Streamlined project, improved customer satisfaction and operational efficiency; liaised with CRM vendor to prioritize corporate strategic initiatives then ensured tasks were completed on time and within budget.Recommended strategies and reported on the health of top customers while delivering quarterlybusiness reviews aimed at bolstering sales and improving overall customer experiences.

Global owner of Support Experience for Enterprise products | NA Premium Support Services$120M portfolio | 76 direct/indirect global employeesSet, pursued, and ensured execution of corporate goals for teamDelivered highest customer satisfaction (CSAT) results for these products in corporate history.Operationalized new program refresh, collaborated with internal departments to establish offering, then helped launched program and generated $1.5M+ in new revenue; co-sold $500K of new services.Built incentive plan and retained employees in high-demand marketplace while simultaneouslyimproving customer retention, launching program, and increasing CSAT by 7%.Increased overall customer renewal rate from 86% to 91% globally .

Global owner of Adobe Connect Support Experience80M+ portfolio | 46 direct/indirect employees globallySeized control of project with high churn rate; travelled to India, hired, trained, and readied newsupport engineers to turn-around average CSAT rate from 45% to 84% within four months.Established new team in low cost region, helpd produce $600K+ in recurring revenue, and increased overall retention by 6%.Initiated quarterly ‘retrospective’ meetings, brought the voice of customers forward, and identifiedissues to improve overall product quality.Implemented tool to remotely administer customers’ machines; improved efficiency and helped agents ‘see’ customer issues resulting in 5% increase in first time closure rates (FCR) and 7% increase in CSAT.