Identify new growth and revenue opportunities for improved fleet performance. Improve operational processes to expand the customer experience, diagnose and identify problems faster, and speed technician analysis.

• Built a high-performance customer success unit, expanding operational capacity and developing a team of 2 directors, 18 managers, and 4-8 specialists in just six months by recruiting, mentoring, and enhancing focus on strategic customer engagement and adoption strategies.• Led comprehensive customer engagement initiatives, including virtual and in-person events, to drive product adoption, improve network connectivity, and increase product renewals, resulting in higher sales and stronger customer relationships.• Improved Net Promoter Score (NPS) to 45 through innovative customer success strategies, expanding the G2 peer review series, and producing 20 customer video testimonials annually, significantly enhancing brand credibility and visibility.• Executed internal training programs for Customer Success Managers, partners, and new hires to elevate product knowledge and advocacy, while directing content strategy for customer-facing materials to reinforce a customer-centric approach.

• Led the development and execution of comprehensive go-to-market (GTM) strategies, collaborating with cross- functional teams to ensure successful product launches and accelerated market adoption. Managed competitive analysis and customer insights to fine-tune product positioning, driving clear differentiation in a crowded market.• Developed and implemented targeted content strategies that enhanced brand visibility and customer engagement, including the production of Virtual Summits and digital events that provided critical industry insights. Orchestrated the successful launch of the "Outperform" users conference, managing a dynamic team to deliver key industry engagements and drive product awareness.• Directed market intelligence efforts to refine customer personas and optimize the customer journey, enabling more personalized, impactful marketing strategies. Played a pivotal role in the strategic integration of two companies post-merger, aligning messaging and product positioning to maximize value creation.• Equipped sales teams with effective enablement tools and strategies, delivering marketing collateral, sales training, and thought leadership content. Contributed to the company’s market leadership through ghostwriting, industry analysis, and analyst relations, positioning the brand as a trusted voice in the software industry.

• Collaborated daily with customers around the globe, traveling to their sites to ensure satisfaction and success by aligning efforts between sales, customer success, and product teams. Led the strategic execution of IBM's Sales Performance Management portfolio, utilizing customer experience design and market insights to drive global growth and enhance financial performance.• Led the development and launch of innovative product offerings, focusing on user experience, digital engagement, and API integration. Guided build, buy, or partner decisions to enhance the product ecosystem and deliver compelling value propositions.• Conducted in-depth market and competitive analysis to develop go-to-market strategies, equipping sales teams with effective tools and messaging that improved both direct and partner sales performance, leading to new customer acquisitions.• Collaborated across departments to align product development with business goals, balancing resources and timelines while ensuring stakeholder alignment, driving successful product rollouts and market impact.

• Drove product success by building strong global relationships with internal teams, customers, and industry experts, effectively translating complex features into clear market advantages and aligning stakeholders toward common goals.• Led the full product lifecycle, from roadmap creation to pricing and contract negotiations, leveraging client focus groups to gather feedback that shaped product evolution and prioritized features to meet market demands and business objectives.• Transformed development processes through Agile methodologies, improving product adaptability and responsiveness while achieving a 6% uplift in customer satisfaction by enhancing communication, managing change, and refining customer engagement strategies.• Directed 16 successful product releases and crafted marketing campaigns that strengthened brand awareness, securing Gartner Magic Quadrant leadership for 5 consecutive years and reinforcing the product's market leadership.

• Facilitated training and coaching for the Marketing Team, overseeing lead generation, data management, and targeted programs while administering a $1.5M budget to drive organizational growth through new market opportunities and expanded partnerships. • Managed face-to-face and virtual events, trade shows, and conferences, resulting in increased brand exposure, lead generation, and successful sales conversions through multichannel campaigns, including email, podcasts, and social media initiatives. • Developed strategic marketing programs and thought leadership channels, such as blogs, podcasts, and whitepapers, that generated strong customer interest and nurtured cold leads into successful sales.