Developing and implementing comprehensive strategies for the Customer Briefing Program and Customer Reference Program through visionary leadership, guiding teams in delivering exceptional customer experiences and impactful reference activities. Collaboration closely with Bitdefender Sales, Marketing, Product, and Service Delivery functions and Customer Success Teams to align programs with customer expectations and company objectives.

Design and implement a successful in-person and virtual Customer Briefing Program with facilitated strategies, coaching all discussion leaders, design key technologies, practice, and tools that support most effective interactions with sales and customer experience teams to collaborate and elevate trust and confidence in all customer support needs and engagements. Monitor and analyzes program data during varied phases of the maturity model to optimize overall business processes. Market and evangelize customer briefing program internally for prospects, existing customers, internal QBR or Board meetings; prepare customer-facing teams & all leaders to positively represent company's brand. Support customer advocacy program to gain enterprise client feedback on product & service utilization and enroll clients into program to participate in case studies, peer-to-peer calls, executive leadership engagement, and video testimonials that yield assets for Sales and Marketing teams. Launched new US flagship office for Bitdefender staff through floor plan design, AV, desktop technology, furniture, tenant lease agreements, architectural and general contract vendors, as well as hiring and training office manager to maintain. Selected by President of US Business Solution Group to redesign companywide Core Value, Mission Statement, and Vision Statement by creating an Executive Steering Committee of senior leadership and facilitating meetings to discuss trends, program metrics, operating budget, resources appropriation, and technology; Work with the executive leadership team for US and international offices with collaboration of CEO and global executive leadership alignment.

Providing strategic leadership and oversight external relations, partnership strategy, professional development programming, and membership and partnership engagement.

Established, developed, and executed plans for sourcing and developing Sales & Customer Support employees. Implemented consistent, repeatable and scalable customer experiences through playbooks, scripts, processes, coaching & mentorship, performance management, and overall organizational culture. Established clear set of policies and metrics to increase revenue, drive critical business processes, and improve customer experience. Delivered Sales & Support coaching, and hands-on support in complex situations to senior leaders and initiative leads, such as developing problem-solving workshops, value identification workshops, prioritization and sequencing of outcomes, and lean portfolio management

Fostered relationships within professional network to secure bookings and drive revenue. Provided Sales Enablement Training upon request. Built client culture to develop and execute customized Sales & Operational strategies that engage employees and drive excellent business results. Leveraged success in corporate culture development to help companies, across different industries, from fully funded start-ups and small to medium business. Successfully guided strategies for sourcing talent, onboarding programs, leadership development, and client development. Supported Sales & Support leaders and executives in optimizing individual and team performance, using organizational culture as a framework supporting business processes and overall strategy.

Built & delivered Sales Enablement Training, including prospecting and product placement training, allowing Sales teams to engage more deeply in use-cases and potential issues in order to drive better Sales outcomes. Drove transformation and company-wide strategic priorities, and advised Operations on how to rollout organizational development initiatives. Redesigned and coached training resources, from a fractionated group, and turned them into a solid department with Training Forum of key business SMEs and C-Suite sponsorship.

Employee #14 and assisted Sales in $58M annually as key influencer. Developed and supported the Customer Briefing Center, which introduced prospective clients to Rackspace support practices and culture. Instructed leadership, management, and frontline on methods to leverage culture to influence industry differentiation, customer experience, strategy, thought leadership, employee empowerment, and mentorship. Designed and executed “Rookie O” (Rookie Orientation), an award-winning global onboarding program with positive culture focus. Impacted monthly 80-160 new hires, more than 6,000 totals across North America, Europe, Asia, and Australia.

Selected by Executive Leadership to establish Rackspace University, a central learning and training center. Secured and maintained $100,000 annual budget, fostered vendor relations, developed course materials, provided and mentored facilitation methods, and engaged logistics of entire learning center. Directed professional development for more than 400 employees and ensured 100% pass rate for industry-recognized certifications (Red Hat and Microsoft).

Served as a client advocate and shared customer experience opportunities when collaborating with Product, IT, Datacenter Operations, Technical Support, and Accounting to develop solutions and new offerings beneficial for clients within an 800 client portfolio and trained and lead teams on customer experience and engagement.

Responsible for all company metrics on customer surveys, client feedback, churn, and revenue impact for each technical support team throughout the organization.

Hired as 14th employee who consistently collaborated and supported Founders, CEO, COO, and VP of Operations regarding company vision and development strategies.