The team’s focus during this period continued delivery and retention on a global scale, expansion into the Enterprise market with the addition of helping the company improve the company’s ability to grow revenue. Accomplishments:-Cross Selling Program: Direction and oversight into the development of onboarding and Customer Success cross selling motions to include individual, team and executive level reporting at scale as well as playbooks for managers and individual contributors. -Cross Selling Results: Exceeded planned bookings results for 2022 by 300%-Ideal Customer Profiling: Directed and established the company’s first ‘Brand Insight’s Database’. This database empowered teams to define what a successful customer’s profile is by size, industry and technology stack through dimensions such as, Customer Health, Referencability & Net Promoter Score (NPS). These views are foundational for the company’s go to market strategy.-Moving Up Market At Scale: Incorporated our health scoring system into the rollout of Gainsight, a customer success management software platform, that enabled our Customer Success practice to expand to more accounts resulting in improvement in retention and overall customer health while lowering our costs and reducing our staff’s reliance on manual processes to serve our customers.

During this time our team’s focus shifted from building a practice to serve Mid Market brands into delivering meaningful value to the Mid Market at scale. Additionally due to the Covid-19 pandemic our efforts shifted into a transition from delivering value from an office based operation into a hybrid/remote operation. Accomplishments:-Initial Public Offering (IPO): Oversight and direction into Customer Success and Professional Services business systems that ensure scalability and compliance in support of the company’s initial public offering (IPO).-Global Expansion: Direction and management for Customer Success and Professional Services of the company’s global expansion into the United Kingdom and expansion into Europe with budget, systems and hiring plans for Customer Success and Professional Services professionals.-Customer Health: Designed and established a data driven health scoring system tailored to provide early warning indicators that highlights risk as well as opportunities within the managed account base. This system was independently validated by a third party and was a foundational element for the development of Customer Success and Professional Services playbooks.

Joined BigCommerce in support of their strategy to expand from primarily serving SMB eCommerce brands into the Mid Market segment of eCommerce. Accomplishments:-Profit & Loss Professional Services Program (P&L) : Established the company’s first Professional Services P&L which has grown into a multi-million dollar revenue stream.-Team Building/Professional Services: Established the Professional Services practice for the company by building an onboarding practice including Project Management, Solution Architecting, Education Services, Technical Account Management and Data Migration services for Mid Market brands. -Team Building/Customer Success: Established the company’s Customer Success practice for Mid Market brands with a data driven approach to provide insights to help brands attract more customers, improve conversion rates and grow their business.

Led the Customer Success team for North America where we delivered an innovative cloud based contact center solution. During this time our team’s focus was on the transition from a legacy based platform on an aging technology stack to a new multi-tenant robust system CX Engage.Accomplishments:-Replatforming Strategy & Plan: Developed the board of directors approved strategy and plan for migrating customers from the legacy LiveOps Cloud contact center platform to the newly developed CX Engage platform.-Profit & Loss Professional Services Program (P&L): Expanded and refined the company’s Professional Services P&L to incorporate the commercialization of the Technical Account Management practice into the Professional Services suite for the company. This was expanded into a larger premium Services Support Package that allowed the company to reduce its overall cost to serve while creating a new revenue stream.-Improving Revenue Retention: Development and oversight of a customer retention program that quickly moved more than 50% of the customer base from month-to-month contracts into annual/multi year agreements while improving the company’s Net Promoter Score (NPS) by 35 points in a single quarter.-Customer Success at Scale: Oversight into the redesign and redeployment of the company’s Customer Success Management success software system Gainsight. This was a key contributor to scaling the team’s ability to improve revenue retention while improving customer satisfaction.

Promoted to bring global alignment, scale and standardization to our Sales, Professional Services and Customer Success teams. The company was in the process of migrating customers from an aging platform to a new platform (LiveEngage). In a short period of time the Field Operations team was able to recalibrate incentive and compensation plans to steer migration and growth priorities for the company at scale. The focus I brought to the team was to streamline, drive global continuity and efficiency throughout the organization while delivering accessible, clear and concise reporting on company wide key performance business metrics. Accomplishments:Reduced global operational overhead costs by 30%:-Successful build for customer platform migration into our CRM of a continuous path through Sales, Professional Services and Support. -Reduced overhead costs for travel and entertainment management through the elimination of spreadsheets and redundant systems. All T&E reporting was hierarchically consolidated for instant on demand top to bottom reporting. -Increased Professional Services efficiency through the oversight of an upgrade and seamless CRM integration of our Professional Services Management suite software that improved backlog capacity management and capacity forecasting. Improved Sales Team Execution & Efficiencies:-Restructured Sales Opportunities globally and hierarchically to standardize and streamline reporting which resulted in on demand “zoom in/zoom out” views worldwide. -Improved use of SalesForce based rules resulting in pipeline accuracy for forecasting.-Reduced the need for unplanned post-sales contract addendums by moving Professional Services scoping efforts upstream into the sales cycle. These efforts reduced our costs to serve while improving onboarding time to value and customer satisfaction.

Promoted to lead the Customer Success and Professional Services practice for North America where we delivered value for some of the most recognizable brand names worldwide. Accomplishments:-Redesigning Customer Success: A complete redesign of consulting service and customer support offerings. Including the rollout of Gainsight an industry leading Customer Success Software platform as well as the rollout of Financial Force, a leading Professional Services Automation tool that allowed us to reduce our cost to serve while expanding reach to more customers at scale.-Profit & Loss (P&L) Customer Success Packages: Increased consulting revenue from $1.3 million (annual) to $12.5 million (annual) in two years. -Improving Time to Live/Value: Redesigned and implemented new practices that reduced customer time to live/value from an average of ~100 day project cycles to ~45 day project cycles. This significantly accelerated revenue recognition for both Professional Services as well as SaaS platform revenue subscriptions. -Redesign and Calibration of Services Revenue Offerings: Developed and led the strategy to convert variable one-time revenue into monthly recurring revenue for Professional Services. In one year we inverted our revenue stream from 60% one-time/40% recurring to 40% one-time/60% recurring. -Improving Customer Satisfaction & Referencability: Through the evaluation and redesign of our service delivery model to a more customer value centric framework, we were able to improve quarterly customer satisfaction ratings from an 80% average satisfaction rate to a consistent 90%+ satisfaction rate.

Promoted to lead the Enterprise Retail Customer Success team. Our team improved our delivery of value to some of the largest e-tail, retail, travel and hospitality brands in North America and world wide. Accomplishments:-Customer Value Centric Offerings: Restructured the team's retail consulting playbook to focus beyond our narrow solution set into a more holistic approach to improve our contribution to a brand's eCommerce revenue. This was instrumental in driving expansion within the existing customer base. -Leveraging Services to Improve Sales: Developed strategies and consulting playbooks assist Sales teams improve pipeline conversion rates. These playbooks reduced our costs to serve while increasing services revenue by 25%.

Promoted to help the Professional Services and Customer Success teams deliver value at scale during a period of rapid growth. I had direction and oversight of employee & partner enablement, onboarding and certification programs. I was also responsible for the development and oversight of the beta release program for new products that strove to ensure the realization of value for new products and services. Accomplishments:-International Growth at Scale: Developed a global framework for standardized training and certification at scale Professional Services & Channel Partners. This effort resulted in accelerated revenue streams in EMEA & APAC regions.-Improving Product Adoption: The development of a programmatic approach for beta testing new features and products resulted in driving higher adoption and improved subscription revenue.-Awards & Recognition: Awarded LivePerson’s Professional Services “Person of the Year” for 2010.

Promoted to stand up a new Professional Services team for the North American West Region.Accomplishments:-Team Building: Recruited, hired and trained an entirely new team for the North American West Region of six team members in ninety days.-Delivery Practices for Transformation: Developed a company wide strategy to convert LivePerson’s customers to a new code base at scale.-Improving Sales with Professional Services: Established close partnerships with Sales leaders to improve prospect confident customer time to live/value through early qualification during sales cycles.

Recruited to LivePerson to join the Professional Services consulting team. In addition to being a Project Manager for the onboarding of some of our largest and most strategic brands, I was tasked with developing a standardized practice for customer onboarding to the platform.Accomplishments:-Standardizing the Customer Onboarding Experience: developed onboarding plans and run books for the company’s Professional Services team.-Dedicated Project Manager for New Feature Rollouts: assigned as the PM to lead beta testing of all new products and features with customers.-Awards & Recognition: Awarded LivePerson’s Professional Services “Person of the Year” for 2006.

Promoted to manage the oversight, implementation and management of technology for Chase’s retail call centers. Focused on improving the customer experience for the Retail Bank and Chase Online while improving margins and reducing the cost to serve. This was all accomplished during the merger and acquisition with Bank One.Accomplishments:-Reducing Technology Costs: Reduced technology costs by 30% by leading efforts that consolidated redundant systems and renegotiation of service contracts.-Reducing Employment Costs: Led a SixSigma project that evaluated contact center employee pay rates, costs of hiring and onboarding to the correlation to employee churn rates. The results led to improved pay and retention of employees while reducing hiring and onboarding costs by 50% saving the company an estimated ~2.4 million annual. -Improving The Customer Experience: Through systems consolidation the team was able to create baseline reporting and metrics that informed actions to improve the quality of the customer experience leading to improved customer satisfaction month over month.

Promoted to join the Chase Online Internet Group. This was a newly formed organization charged with the development of the first Chase bank online banking internet portal. I was the product owner for the customer profile service management tool as well as the Chase Online Customer Center.Accomplishments:-Improving The Customer Experience: Project Lead for unifying all Chase banking products such as credit cards, mortgages, auto loans and retail accounts into a single Customer Services Center. -Reducing the Cost to Serve: In addition to reducing costs with the consolidation of banking products into a Customer Services Center, I led multiple initiatives that significantly reduced company servicing costs such as password reset automation, self service address changes, tax statements and check reordering.

Responsible for customer service procedural and application development in support of existing and new development for Chase Online (Internet banking), MS Money and Intuit Quicken products. Additional responsibilities included service and support applications Kana Response (Chase initial deployment), Chase Online Admin Tool (in house web based customer service tool), Genesis, TouchPoint and Tandem Applications.Accomplishments include the drafting and development for the initial design and process controls for the first Online Service Center escalation management system. Partnership with multiple lines of business in the development of policies, procedures and workflows for service center representatives for Chase Online.

Oversight and management of the bank’s telecom equipment and inventory. Project management and support in service to the retail bank.Accomplishments:-Reducing the Cost to Serve: -Developed the business case and led the project to lower operational costs by moving the company’s telcom service requests from an interoffice mail based system into an intranet online portal. This system not only substantially lowered company operating costs it accelerated delivery to our internal stakeholders by 200%.-Significantly lowered operational costs in six months $100K (annual) through the retirement of excess inventory equipment and underutilized service contracts.

Delivered Switching Systems Engineering services with traditional landline, cellular and computer switching systems in war and peace time theaters. Accomplishments:-Combat Theater Operations: Combat theater campaign awards in the following operations: Desert Shield, Desert Storm and Operation Provide Comfort in Saudi Arabia, Iraq and Turkey.-Military Decorations: Army Commendation Medal (2x), Army Achievement Medal, Good Conduct Medal, National Defense Service Medal, Southwest Asia Service Medal with 3 Bronze Service Stars, Humanitarian Service Medal, The Liberation of Kuwait Medal, The Non Commissioned Officer Professional Development Ribbon, Overseas Services Ribbon and US Army Services Ribbon