Reporting to the CEO, responsible for all customer facing functions (Professional Services Engineering, Customer Success, and Technical Product Support) and Engineering (mobile & device) with teams in North America, China, and India. (Promoted from VP to SVP in mid 2023)• Manage and mentor a cross functional team of 1st and 2nd line managers across multiple Customer and Engineering teams.• Report to the Board on services P&L, customer health, support metrics and engineering roadmap on a quarterly basis.• Partner with Sales leadership to develop land and expand strategies to increase ARR while meeting customer outcomes.• Collaborate with Product leadership to influence product roadmap and drive product growth across Consumer & Enterprise IoT Cloud and Service Provider AI/ML offerings.• Setup annual org and functional group OKRs and perform quarterly reviews to track progress vs team goals.• Provide technical leadership and direction on engineering roadmap execution and help remove any roadblocks.• Identify cross functional team execution gaps and lead initiatives to address them by leveraging executive relationships.• Partner with DevOps team to identify platform optimization opportunities to reduce cost and improve product margin.• Establish tools and processes, project governance, CSAT improvements for technical delivery and support teams toincrease customer satisfaction at each interaction point and overall customer retention.• Accelerate customer adoption (mobile apps, SDK and device agents) while driving re-usability and modularity.• Improved PS margin: Converted breakeven PS business in Q1 to double-digit margin for the year by Q4 2022.• 1.5x revenue and team growth (42 to 89) YoY in a challenging and competitive hiring environment with focus on culture.

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Led the North America MuleSoft services team for Enterprise Business across Energy, Utilities, Chemicals, Oil & Gas, and Industrial Manufacturing verticals. Privileged to part of MuleSoft's journey to IPO and acquisition by Salesforce.• Responsible for services program execution with a focus on platform adoption for our customers while helping them achieve their business outcomes and drive ACV growth.• Aligned with Customer Executive leadership (CIO/SVP) as the MuleSoft sponsor for services engagements.• Partnered with Salesforce account leadership to strategize on customer expansions and transformational deals.• Managed a team of 1st line managers across presales, services technical delivery and program management teams.• Responsible for team growth, hiring and staff development to help them overachieve their metrics.• Coached team members to be fearless customer advocates, think big and identify strategic customer expansion opportunities (cross sell, up sell, land and expand) aligned with customer’s outcomes.• Executed the two largest multi-year services engagements in MuleSoft history focused on cloud transformation and legacy modernization at AT&T.• Business metrics: $16M Services team bookings target, ACV growth, CSAT and Partner delivery readiness.• Top two services manager globally and MuleSoft/Salesforce Club member for 4 years in a row.

Responsible for services sales and delivery for key strategic and large enterprise accounts in the South region.• Responsible for driving large multi-million-dollar transformations for customers like ExxonMobil, AT&T, Coca-Cola, 3M, Anheuser-Busch, JM Family, Ameren, Waste Management, Phillips 66 etc. by forging new and stronger partnerships.• Owned commercial relationships and oversaw a portfolio of project teams for the customer base.• Drove product growth within customer via enablement, evangelizing the platform and focus on customer outcomes.• Drove increase in the average value of services projects through a continuous deep collaboration with sales engineering and driving platform adoption with customers by helping them achieve their KPIs.• Liaised with product and engineering teams to influence product roadmap as per key customer needs.• Established delivery best practices, templates, sales collateral, and disciplines in the earlier phase of company’s growth.• Assisted with hiring, staff development and growing the team from ~15 to 75+ FTEs.• YoY over achievement on sales quota of $7M with consistently high customer satisfaction scores.

• Served as the strategic account manager focused on services business development for the AT&T account for the Motive Product Group.• Managed $12M in AT&T services revenue, grew & optimized the account revenue by 35% from 2012 to 2014.• Responsible for a variety of Motive solutions deployed for AT&T to ensure successful delivery & impact.• Led a team of 7 Deployment Managers as well as 40+ technical architects, consultants & QA engineers.• Led project scoping discussions, statement of work development and contract negotiations.• Managed client relationships and influenced customer’s product and solution roadmaps & budgets.• Worked with Product Management to align with customer’s strategic growth plan and targeted platform TCO.

• Responsible for managing, designing, deploying and evangelizing Motive products for self-service, provisioning, device management and home networking tools for telecommunications customers in a fast-paced startup.• Led multiple $1M+ deployments for customers like Verizon, Verizon Wireless, Bell Canada, Bell Aliant and Windstream.• Led and managed teams of up to 20 Motive professional services and customer employees worldwide.• Worked with Account Executives and Practice Managers to generate over $5M in PS revenue annually.• Effectively maintained 35-40% margins (target 25%), resource tasks and forecasts.• Increased user adoption of self-support tools, reduced user dropout rates, resulting in a 40% increase in install rate.

• Integral part of teams implementing several high impact solutions for key clients across various industries for BearingPoint / KPMG.• Hawaiian Telcom – Reduced call handling time by 25% using TIBCO Designer for process automation. • Cingular Wireless – Provided on-site implementation support to deploy new POS system, replacing multiple legacy systems used by AT&T-Cingular stores, effectively cutting any agent support required by ~40%. • Pretrial Services Agency - Enhanced a case management solution to reduce case processing time by 20%.

• Responsible for increasing profitability and efficiency by properly utilizing the IT resources available to the start up. • Lead and managed an IT team of 4 FTEs and a vendor team to perform new installs, integrations and analyze new technologies in order to provide better IT services to our customers such as E-banking, Funds Transfers & Online Bill Pay. • Reported directly to the CEO and Chairman of the Board.

• Developed tools to test database management software using Visual Basic, VB Script & .NET. • Maintained bug/test logs, worked closely with the development teams and recommended solutions to Senior Management.

• Identified best practices and developed web based server permission configuration tool to automatically create shares and groups using a web based form using ASP, JavaScript, HTML, Vb Script and ADSI scripting.• Developed utility programs for administration and testing purposes and initiated future enhancements.