As Chief Customer Officer at Vendavo, I lead a team dedicated to delivering measurable business value and exceptional experiences for our customers throughout their journey with Vendavo Solutions. Overseeing critical functions—including Renewals/Retention, Customer Success, Professional Services, Cloud Operations, IT, Customer Support, and Value Engineering—we drive initiatives that optimize customer outcomes, enhance satisfaction, and ensure consistent, high-quality engagement across all touchpoints. My role is centered on aligning these functions to support our customers’ success and maximize the impact of our SaaS solutions.

Acquired by Rockwell Automation In my role as Chief Customer Officer at Plex, I led the global Customer Success and Services organization, ensuring multi-tenant SaaS customers achieved meaningful business outcomes through Plex’s solutions. I was responsible for the post-sale customer journey, from adoption and support to renewals and expansions, overseeing a comprehensive suite of functions including Professional Services, Customer Success, Support, and Education Services.• Customer Success Transformation: Directed initiatives through tighter collaboration across all post-sales functions to enhance customer satisfaction, retention, and value realization, maintaining a 97% Gross Retention Rate.• Revenue Growth and Profitability: Oversaw P&L for services, growing revenue by 37% YoY and increasing profitability from a slight loss in 2019 to a 10% net gain in 2020, and up to a 27% net margin by 2021 through structured governance and packaged service delivery improvements.• Partner Ecosystem Expansion: Managed strategic relationships with service partners, where 50% of our service economy relied on partner channels, fostering trust and alignment to drive high-quality, scalable customer engagements.• Scalable Service Framework: Established a structured sales forecast and deal review process, transforming the services function from order-taking to a trusted advisory model, effectively supporting our growth in a challenging market environment

As VP of Professional Services, I laid the foundation for scalable, high-impact customer success by introducing disciplined service practices and aligning operations with customer needs.• Operational Excellence: Implemented service delivery models that reduced risks and improved project outcomes, achieving a 3% revenue growth in 2020 despite market slowdowns.• Innovation in Service Delivery: Drove new service delivery methodologies, including formal scoping and consulting skills programs and packages, to enhance quality and customer engagement, supporting Plex’s position as a trusted partner while enabling customers to be self-sufficient.• Growth and Margin Improvements: Transformed service profitability, with 10% growth in net margin, supported by disciplined consulting approaches and efficient resource management.

• Developed company’s Internet of Things strategy leveraging offshore engineers • Established inbound and outbound lead generation processes to build a pipeline• Set contracting standards for SaaS, Professional Services, and re-sellers/partners• Led pre & post-sale customer relationships • Bootstrapped Startup grew profitably from startup to $4,500,000 in revenue

Established and grew PTC’s Cloud Service and SaaS subscription business, and formed a new line of business. • New line of business, seeded by two acquisitions, expanded capacity with AWS• Established managed service subscription contracts, customer success, and global sales team• 50% YOY ARR Expansions, $21mil on 28% net margin in year 2

Full P&L responsibility. Sales, delivery, customer success and partners across North America, Europe, and Asia in the retail, footwear, and apparel vertical. Forecasting, Planning, P&L, Business Development, Customer Success, Client/Executive Management, Resource Management, Capacity Planning, subcontractor and partner relationships.

Full P&L responsibility. Sales, delivery, customer success and partners across North America in the commercial space that included strategic accounts in Discrete Manufacturing, Medical Device, Heavy Equipment, High Tech, and Automotive Verticals.Forecasting, Planning, P&L, Business Development, Customer Success, Client/Executive Management, Resource Management, Capacity Planning, subcontractor and partner relationships.

Led quota carrying Client Managers and Business Developers responsible for Global Service Consulting and Training sales growth in the Eastern Half of North America and CanadaEstablished a first-of-a-kind quota carrying business development function within Global ServicesPortfolio of services included systems implementation, application consulting, process consulting, program management, and training.

Responsible for setting strategy and direction for the Global Service offerings in close alignment with PTC R&D/Product ManagementGeneral Management for personnel developing packaged service offerings, establishing a repeatable implementation methodology, developing customer training curriculum and content, developing internal training curriculum and content, collecting field requirements and priorities for service delivery, and developing customer and internal marketing collateral

Expatriate Residing in Paris, France. Full P&L responsibility. General Management of a Professional Services organization of 230 employees generating $45 million in annual revenueDirect supervision of country managers (UK, Sweden, France, Germany, Italy) responsible for managing competitive pressures, setting organizational direction, and increasing the profitability of a cash cow business