Working with the Executive team on a go-to-market Sales, Product and Marketing strategy

Led a Customer Experience team who defined and delivered a foundational set of capabilities to support customer management at scale. Led the design and delivery process including ideation, discovery, requirements, change management, and operations.

Led a team developing a new approach to customer success based on a business value methodology; shifted the mindset, process, and tools for 2k+ employees.

Implemented a new customer engagement methodology. Introduced management tools to drive program adoption to 98% in 3 months.

Created revenue programs including incentives, sales alignment, enablement, operations and reporting. Achieved 2X target. Led FY18 strategic planning for the team, defining priorities and driving leadership alignment.

Led a team providing analytics and insights to drive improved Support operations. Developed a new root-cause methodology to identify customer needs and drive online content improvement to reduce customer service case volume.

Focused on the integration of acquired companies into our post-sales organization. Liaison between the M&A team and post-sales executives. Helped coordinate the Marketing Cloud integration. Led a Top Accounts initiative to drive Cloud pipeline. Led Analytics Cloud post-sales go-to-market planning.

Developed scalable programs and technologies to increase product adoption and customer loyalty. Created an SMB adoption strategy, proof-of-concept 'customer journey' pilots and evolved onboarding assets to improve the early life customer experience. Led a cross-functional team that released a public version of the Help site and redesigned the Help user experience. Conceived and delivered a new approach to packaged content, called QuickStarts. Key Talent Program participant 2012 and 2013.

Created Net Promoter programs to drive increased customer loyalty. Developed a Program Consulting delivery model that led to 50% quarter-over-quarter revenue growth and a 50% increased book-of-business. Exceeded every quarterly utilization and margin target. Managed and delivered consulting services to such companies as IBM, EMC, eBay, Verisign, Ameriprise Financial, Experian, and Symantec. Received Satmetrix Peer Recognition award; a Performance award for extraordinary effort and results and a “spot bonus” following calls to our CEO from Executives at IBM, EMC and ALU commending my work.

Created online customer communities for increased awareness, engagement and insight. Led a strategic initiative with the Executive team to define the product and market strategy. Focused on Social Media solutions for increasing loyalty and generating word-of-mouth marketing. Managed a team of consultants and Success Managers responsible for the strategy, renewal and expansion of 80% of our business. Led program strategy engagements; supported the sales team and helped close new business. Turned around a failing engagement with Intuit creating our most successful, referenced, profitable account. Achieved profitability on several accounts by renegotiating contracts and establishing new engagement models. Teamed with the Company founder to adopt the Net Promoter™ methodology for our solutions leading to 30% revenue growth. Satmetrix, a leader in customer loyalty solutions and developer of the Net Promoter™ methodology, acquired Informative.

Developed go-to-market strategies for start-ups and an NGO in Mexico. Designed a go-to-market strategy for an early stage PC security OEM that led to new distribution channels. Conducted market research, identified an opportunity and created the business plan for an organic farming coalition between indigenous Mexican farmers and regional restaurants and food distributors.

Selected to form a team with the CEO and CTO to generate new business ideas after a 90% staff reduction. Managed an M&A team that sourced over 500 companies; developed business plans for potential companies in enterprise Instant Messaging, online investment management tools, and email spam control. We acquired a company in spam control and the company was then acquired by Symantec 6 months later.

Internet marketing and technology consulting for Financial Services companies. Collaborated with the CEO to create a new business model and go-to-market strategy to support the company’s shift from products to services. Revenue grew from $2.7M to $25M, ranking the company #32 on Inc. Magazine’s 500 fastest growing private companies and #74 on the Forbes Fast 500. Supported sales, led strategy engagements, published papers and presented at conferences. Strategic lead on a team responsible for closing a $5M consulting and software contract with Fleet Bank. Created the business model for a start-up company, which led to a distribution partnership with Capital One.

Online financial services applications. Collaborated with the CEO and VP, Product to create Destiny’s early-stage solution strategy. Conceived the company’s first product line and target market - online acquisition and customer service applications for credit card issuers. Received a Founder's Fund Award for innovation and thought leadership. Led a team of developers, business analysts and project managers through aggressive product releases. Helped develop marketing collateral; trained and supported the sales team; instrumental in closing initial sales.A frequent speaker at industry conferences; often quoted by the press and industry analysts.Generated $2.5M in revenue from clients including Bank of America, Advanta, First USA and GE Capital. Deployed the first online instant credit approval system in the U.S. for a retail bank.

Business planning for the implementation of new trading products and technologies.

Assessing new health insurance claims management products and technologies.

Developing health insurance claims management software.

Data analysis for the National Institutes of Health.