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Built a cohesive ecosystem allowing customers, colleagues, and business partners to find and consume knowledge content efficiently. Combined Learning Services, Product Documentation Team, Customer-facing Community (portal) Team, Implementation Portal Team, and the Certification Team into a unified group of 13 people driving collaboration between disparate disciplines creating transparency and focus in the Knowledge Management function. Managed customer communications. • Worked closely with Development, Marketing, Product Marketing, Product Owners, and Go to Market teams ensuring a well-prepared knowledge management ecosystem for upcoming releases.• Utilized rapid development methodologies transforming Instructor-led training into a robust VILT offering and built a self-paced eLearning library ground up used by end-users and business partners.• Formalized and launched global certification programs for end-users, Business Partner Implementation Consultants, and internal colleagues to ensure content comprehension and maintenance of product functionality knowledge.• Coached inexperienced Managers into a Knowledge Management Leadership Team improving reputation and credibility.• Architected a simplified and improved customer learning journey providing content accessibility across multiple platforms.• Improved product documentation search capabilities and frequency of updates leveraging authoring tools (Madcap Flare).• Reduced time and effort to publish updated content by implementing single-sourcing methodology. • Improved efficiency of portal content used by internal and external Implementation Consultant team members.• Built Key Performance Indicator package for knowledge management ecosystem improving roadmaps.• Formalized Voice of the Customer and Customer Advisory Boards gathering input for future improvements.• Implemented Always Listening feedback mechanisms to build a continual improvement culture.

Directed training delivery for 8 different product lines through a team of 18 supporting 75,000+ customers. Expanded eLearning and expanded virtual classroom technology with hands on experience. • Designed automated lead referral process from Technical Support generating added revenue streams.• Worked closely with Customer-Based Marketing group to refine current programs and build new ones.• Built sales and marketing support toolkits and programs for sales enablement initiatives.• Built performance metrics packages (dashboards and KPIs) including sales lead, financial performance, customer satisfaction, employee productivity, and product profitability. • Designed an integrated eCommerce site for end user training registration.• Oversaw the development and delivery of a successful eLearning program.

Directed Training Team and Professional Services Group blending these two teams with cross training allowing for workload leveling and career pathing for 11 people. Managed P&L for both teams.• Transformed Professional Services team from implementations to multifunctional support including data conversions and software integration, later optimizing efficiency using object-oriented program languages.• Designed and implemented an innovative, highly interactive, and hands on virtual training offering increasing student enrollment 25%+ and eliminating travel expenses for both the customer and Sage.• Restructured department saving $300,000 in management costs and developed high potentials into managers.• Built predictive revenue forecasting models that were fueled by multiple data elements.• Implemented virtual server technology (VMware ESXi & Microsoft Hyper-V) in data lab to lower infrastructure costs.

Directed operations and strategy of the Network Operation Center for the products designed to be delivered in the Application Service Provider model. Led a team of 4 including network engineers and managed a budget of $7M. Reported to VP IT. Best Software was acquired by Sage in January 2000.• Designed staging network to allow expanded access to applications for Professional Service.• Worked with hosting provider improving level of service and reliability of the network infrastructure.• Analyzed bandwidth and resource usage data and developed capacity planning model.• Developed detailed budget forecasts driven by unit volume estimates and actual unit sales.• Provided key metrics reports to Executive Management team, assisted Sales team during technical specification discussions with customers, and Technical Managers with troubleshooting and resolving issues.

Established a world-class Technical Support organization including building metrics used to measure performance, automate reporting, and created call volume models.• Created a web-based customer survey program and designed employee development programs to drive employee satisfaction and long-term retention.• Reviewed and revised legal contracts for OEM and ASP agreements for support interests.

Progressed career from Support Representative to Assistant Vice President of the Technical Services Group reporting to the Senior Vice President (former CEO) of Data Storage Division. Responsible for managing business relations with outsourcing vendors, overseeing the operation and configuration of an Aspect ACD phone system, and leading 120+ Technical Support Engineers. Managed $13M+ budget for U.S. Technical Support offices.