Manage several Federal and SLED accounts, boost sales and revenue and design client onboarding processes while developing and implementing process improvements to support company growth and technical innovation.  Partner with internal product and sales teams on integration, launch, maintenance, and other related activities, which have a direct impact on customer/partner metrics. Increase the lifetime value of the Customer through greater advocacy serving as a customer advocate in the evolution of our products and platform functionality integral to the customer's success. Develop delivery and success plans that elevate the customer lifecycle, achieve higher product adoption, customer satisfaction, and overall health scores Work closely with Account Teams and Renewals Managers to identify new opportunities and upsell potential while smoothing any issues putting renewals at risk

Improved operational management systems, processes, and best practices, formulated strategic and operational objectives as well as performing quality controls and monitor production KPIs. Led a global team of Customer Operation Managers, providing Operational, Sales, and Customer support for global Premier level Enterprise customers who represent $2B+ in product, services, and software revenue. Analyzed data to identify trends in customer complaints, problems with products or services, or opportunities for improvement Monitored customer feedback about products or services to identify potential issues before they become problems. Drove and maintained high level of internal and external customer satisfaction, by listening to stakeholders via surveys and feedback forums, and driving operational efficiencies and improvements.

Designed and implemented processes and suggested ways to constantly improve on customer experience. Increased internal KPI metrics for by 90% with initiative and process improvements Managed and supported Quote to Cash process end to end for 3 GET Customers (IBM, GE, Samsung) – representing over $450M in Cisco revenues.  Y/Y growth 130% across top lines of business. Trusted advisor to 20 Global Account Managers and their partner counterparts, worldwide