As a member of the Customer Success team, I sit at the center of our business and own the communication, interaction, and overall business relationship between ServiceNow Cloud Observability and our customers. I partner with our customers’ Engineering, DevOps, Site Reliability, and Platform teams to drive real-time transparency, accountability, and best practices in monitoring and alerting that enable them to increase the speed and quality at which they develop their own software and products. I also work with our customers’ Procurement teams and drive the full renewal cycle for my accounts.

I manage a team of high-performing consultants, focused on delivering Apptio's SaaS solutions for our strategic customers. I am the point of escalation for a portfolio of customers in the Financial Services and Public Sector Industries and am responsible for the success of those customers as they come out of delivery. My key initiatives are customer adoption, retention, and growth. I’m responsible for scaling our professional services operations by monitoring key performance metrics and redefining our technical delivery methodologies, working cross -functionally with P&E, Sales, Support, and Marketing to improve Apptio's product offerings.

I am responsible for design, configuration, and delivery of Apptio's TBM solutions for strategic and platform accounts. I have worked with some of Apptio's largest customers in the financial, higher education, and pharmaceutical industries. My expertise is in delivering Cost Transparency and Bill of IT solutions to allow businesses to cost out their IT services as well as give them the capability to charge back to the business. As technical lead, I am responsible for initial development of customer requirements and solution architectures, making sure the solution aligns to business best practices, driving value for the customer, and presenting to executive sponsors, finance, and technical audiences.

I worked on a PeoplSoft implementation for Ascension Health. I was an HR & Benefit Functional Conversion Specialist. I validated/analyzed conversion file loads and reviewed the results with the client. I also worked closely with the client's Production Support team to make sure all of the benefit configuration was set up correctly in PeopleSoft.

I worked in the Energy Management group at TE Connectivity in Fuquay-Varina, NC. I worked with the engineering team of the Smart Grid Project to develop a wireless sub-metering mesh network. I performed research to explore market opportunities, performed a competitor analysis, and created flowcharts in Visio for product documents.

I worked on a project in the Nuclear Engineering Operations group. This project combined design work and interaction with the operational labor force. The laboratory operates a large scale water processing system that includes use of ion exchange resin. Once the usefulness of the resin is exhausted, it must be de-watered and prepared for disposal. Because of the potentially hazardous nature of the resin, direct handling is not allowed. The previous resin processing method was labor intensive and needed to be updated. A new method had been conceived but engineering of the system had not been done. It was my job to perform a proof of concept test for the new system so that it could be implemented.