Accountable for growth and P&L for the igloocompany brand in the US.Equip the US team to deliver the igloo brand promise: solving unique access solution through reliable hardware, customized software and API solutions, and dedicated customer support.

Building successful partnerships with build-to-rent, short-term-rental, and property management companies to solve property access and key control challenges.Manage double digit B2B sales growth in the North American market. Responsible for prospecting, integration project management, training, troubleshooting, KPI tracking, and overall successful partnership expansions. Maintain onsite presence with partners to understand and document application wins and opportunities to drive continuous improvements in hardware, platforms, and support cycles.

Identify and implement strategic experience improvements for all customer touchpoints. Create a culture of improvements to reduce avoidable customer contacts while maintaining excellent experiences. Documented results include: product quality improvements, self-serve data improvements, reduced calls/topic, reduced escalated issues, increased team NPS, increased team engagement scores.Collaborate with internal and external stakeholders to build understanding and consensus for change. Relationships include Product Management, Engineering, Quality, Marketing, Sales, Technical Publications, Partners/Customers and End Users.Lead Technical Product Support supervisors and agents for elite brands of commercial security and safety hardware. Deliver compliment-inducing support while servicing thousands of customer interactions annually.Build high-performance teams - conduct interviews, hiring, performance reviews, salary recommendations, engagement activities, improvement plans, onboarding , offboarding, and team continuous improvement activities.Develop, track, and share KPI and SLA trends for both team performance and product issues. Build on positive trends, detect and correct negative trends.Experiences include Microsoft Dynamics AX and CRM, Windchill, Test Track, CompliantPro, Calabrio, SharePoint and Slack.

A founding member of Nexia Home Intelligence planning and development team, responsibilities including feature definition, roadmap strategy, field testing, & support processes of groundbreaking SasS home automation platform. Nexia partnered with industry leaders including Lennar Homes, Andersen Windows, Pella Windows and Shades, Trane Heating and Cooling, and American Standard Heating and Cooling.Management of customer journey map sessions and subsequent user stories, including UI /UX concepts for browser and mobile interfaces, interactions with physical hardware, comprehensive life-of-product use cases and competitive gap analysis.Both direct and dotted line management of project teams, using data and feedback to balance strategic objectives and investments with customer needs.Quarterly onsite training of customer support team ensuring an exceptional experience balancing accurate content with customer rapport. Frequently-requested external trainer of Nexia’s value proposition and feature set; audiences range from executive leadership of partners to individual customers.Established expertise implementing comprehensive alpha / best test suites, emphasizing direct customer witnessing & closed-loop resolution of findings. Continuous mining and communication of KPI to quantify customer experience trends and recognize potential shortcomings; driver for feature roadmap.

Defined and established groundbreaking customer-advocacy team for new product development initiatives within $2 billion Security Sector; after multiple established successes, team became mandated participant to all major development programs.Authored sector-wide processes for alpha and beta feedback established as standard for all development programs.Performed countless hands-on sessions using the products in all stages of life - unpacking, installation, configuration, operation, and maintenance - to maintain eye level view of the complete customer experience, with ongoing documentation of improvement opportunities.Effectively trained thousands of customers within residential and commercial channels providing targeted and customized content focused upon audience specific needs. Primary contributor to customer experience input, field tests, and technical support processes for the top-3 selling models of internationally-trusted Schlage brand electronic locks.

Electrical Engineering lead for dozens of Hardware and Software Platforms, performing hands-on design, development, test, and support of major successful product launches and software platforms for industry-leading security brands sold through major big box retailers and commercial distributors.Interview, mentor and develop new engineering team members to establish foundation of quality and process expectations, while encouraging growth opportunities and experiences..Established expertise in design for reliability and robustness; security products were designed for life safety and security applications in critical properties including schools and hospitals. Pervasive focus on testing and reliability carries forward to all current activities.Engineering background established methodical approach to troubleshooting and problem solving all aspects of product design, performance, and support issues.Significant experience with agency testing, including Underwriters Laboratories and ANSI, requiring detailed technical documentation and strict schedule adherence.Experience with all levels of electrical engineering tools including oscilloscopes, spectrum analyzers, multi-meters, and other standard instruments.