Boutique Professional Services and Customer Success Consultancy focusing on PS/CS Strategy, CRM/PSA/ERP solutions, Operational Playbooks/Best Practices/Scorecards, and Organizational alignment. Project-based consulting, fractional & interim operations leadership for technology-based CX/PS organizations and digital/technology consultancies. We assist early stage, emerging growth, and enterprise technology & services companies improve the performance and operations of their customer success & support and professional services functions.

- Assisted in the development of Parallax Customer Onboarding & Adoption methodology, approach, and tools.- Led Operational Diagnostics (Assessment, Roadmap, & Business Case) at Parallax customers aimed at focusing customer onboarding to highest value KPI improvement.- Developed and piloted Parallax operations cadence framework, content, and adoption KPIs.- Led Parallax' first Netsuite & Salesforce.com API customer engagement to successful outcomes.- Thought leader & blog contributor for Parallax best practices & articles.

Tasked to bring enterprise SaaS maturity to Qumu’s Professional Services operations and support market expansion into Fortune 50 customers:• Took over client partner role on Qumu’s largest Financial Services customers; Credit Suisse, Deutsch Bank, and MorganStanley. Installed EMEA (London-based) PS team in place to transition regional customer management to UK-based team• Implemented integrated CRM-PSA-PPM-ERP (Saleforce.com, OpenAir/Netsuite, Basecamp) platform, operating playbooks, and KPI reporting.• Implemented integrated PSA/CRM/ERP (Salesforce-OpenAir-Netsuite) application architecture to be able to support and manage implementations globally from a central PS operations team.• Increased PS revenue and staff in AMER 50%, rebuilt the EMEA team three- fold while leveraging the expertise and process improvements implemented in the US.• Built a dedicated PS sales role supporting the enterprise account sales teams globally.

Omni-channel healthcare CX/member engagement SaaS platform:• Led effort to insource a Cloud-based omni-channel customer contact center and coaching platform that had traditionally been outsourced to a third party company. Implemented cloud-based case management system and developed service playbooks to allow RedBrick to phase in lifestyle and disease management coaching programs and phase out the 3rd party provider.• Integrated customer journey mapping proactively into scripted agent (health coach) playbooks to drive increased results-based engagement.• Increased Services revenue 25% in 2012 while improving gross margin from 15%-40% during same period.

Joined this $20 million privately held, venture-funded eDiscovery and Information Governance Software Company to improve and grow its customer facing services.• Brought enterprise level methodology into PSS professional services organization• Established all post-sales customer implementation and support operational playbooks• Recruited, hired, and managed new PS leadership into the organization• Grew revenue from $5M to $8M while increasing gross margin to 40% and reducing attrition to 10%

• Consolidated and integrated professional service operations across 30 acquisitions• Led the consolidation and restructuring of Ingenix Business Solutions professional services (PS) operations.• Developed domain specific competencies across Payer, Provider, Employer, and Pharma market segments and migrated 30 separate PS groups and 300 consultants into 4 market facing professional service units.• Consolidated and developed standardized operational processes to eliminate silo’d operations.• Implemented OpenAir/Netsuite PSA to become largest OpenAir PSA customer. Automated all PS processes into PSA playbooks• Led the development of higher value service offerings based on customer pain points and growth needs• Attained $65M revenue and gross margin targets post-reorganization

• Responsible for all Stellent Global Customer Services Operations (Implementation Services, Product Support, and Training across North America, EMEA, APAC, and Latin America).• Developed global services business plan, operating model, service offering development, and implementation delivery strategy.• Implemented structured pricing, estimating, and delivery processes and systems.• Successfully expanded the talent of the organization and empowered practice leaders to define new services offerings. Put new regional leaders in place to grow regional PS practices.• For the period from 2003 to 2006, services revenues grew from $18 million to $49 million through a combination of organic growth and strategic acquisitions.• Improved consulting operating profit from 4% to 20%.

Member of leadership team that launched NerveWire in January 2000 by former Cambridge Technology Partners executives.• Responsible for developing the practice strategy, service offerings, client relationship development, and delivery management with several Fortune 50 high tech clients in both US and EMEA.• Secured and developed client relationships with Nokia and Cargill and identified, booked, and delivered $14M and $10M of consulting engagements and systems integration work respectfully to each.• Responsible for 80% ($25 million) of total company revenue during first 2 years of NerveWire’s operations.• Delivered over $30 million of revenue during tenure. Left NerveWire due to the acquisition by Wipro.

Reported to President of TSC, led the development and launched the TSC’s eBusiness Solutions practice after successfully building TSC’s PeopleSoft ERP practice from conception to $30M annual revenue business• Developed TSC’s eBusiness go-to-market strategy, solution offerings, and practice organization.• Built strategic partnerships with application, integration, and technology vendors with complimentary value propositions.• Directed both the strategy and implementation capabilities for TSC’s PeopleSoft ERP practice and led several Y2K remediation efforts at Honeywell, Fastenal, Elkay, Smead, and Titleist/Cobra.• Grew practice from conception to $30 million of revenue in eighteen months.