Drive customer-centric outcomes and fostering company growth in every customer journey. Lead all post-sales teams — client advisors (CSM), implementation services, support, client training — and collaborate with cross-functional teams, to enhance the overall customer experience. Directly influence and improve team operations, roles, and responsibilities to optimize the net revenue retention (NRR) and lead the turnaround of client situations. Define and implement a profitable services model that encompasses professional services, customer success managers, support, and integration/technical services. Leverage data and tools to scale the team, improve service consistency, and reduce the work effort. Develop an agile organization that constantly evolves and facilitate the growth of team members.

Lead a culture change to highlight client centricity at its core. Meticulously design programs to enhance customer success and experience. Created a new Customer Success organization to drive product adoption and value. Current segmentation covers 60% of renewals and generated new services stream of $25M with Premium Care. Established a Voice of Customer program, including NPS & CSAT for 1000+ B2B accounts, to influence firm wide customer-first decisions. Evolved Customer Support from multi-tier pooled resources to emerging, establish and segment specific skills. Lead a global team of 300+ Customer focused professionals (CSM and Customer Support) to support Medidata's global clinical trials, sponsors, sites and simultaneously evolve support and services for digital patient experiences.

Lead the global Professional Services Sales team to jointly define solutions (repeatable and custom) to meet customer financial and business objectives. Create new offerings that target fit-for-purpose use-cases and enable a good-better-best SaaS sales approach. Emphasize continuous collaboration across pre-sales and post-sales activities to deliver a consistent customer experience. Beat the $130M+ sales target for 2018.

Lead the transformation of the IBM Kenexa acquisition to become a leading provider of cognitive HR applications -- Watson Talent -- for the CHRO. Drive client success with the adoption and use of solutions to achieve their business goals. Improve performance of customer renewals and expansions. Successfully deliver services and support for the portfolio to existing client and simultaneously lead the skills transformation towards cognitive HR applications. Responsible for the P/L for a global team of 450+ employees (customer success managers, services and support) and $75M+ in revenue.

Product Management executive for a SaaS solution (Watson Marketing Insights) built and designed for the marketer, using cognitive insights and a dynamic understanding of customer behaviors (intent). Enable a broad adoption of this marketing analytics solution for daily-use by driving self-suffiency of the marketer, time to value and a differentiated understanding of the customer.

As head of product management, lead product strategy and M&A pursuits to drive both organic and inorganic projects. Grew revenue 3x for a personalization analytics solution in 12 months. Launch new innovative customer analytic solutions to help customers solve industry specific business problems with the application of predictive analytics and offer a a deep understanding of the situation and precise recommendations for action.

Joint lead for the combined SWG and GBS Customer Center of Competence (CoC). The portfolio represented in this CoC included Smarter Commerce (WebSphere Commerce and Sterling) solutions, Enterprise Marketing Management (EMM - Unica, Coremetrics, DemandTec and Tealeaf) and Curam. Key to defining the blueprint for collaborating with the existing GBS experts to position a combined team for customer engagements.

Entrepreneurial role to build a consultative sales and services delivery team to establish IBM Case Manager as the premier case management technology in the industry. Help clients adopt case, process, rules and content successfully and incrementally. Grew services revenue 10x. Create a direct LOB impact with showcasing the value of ad-hoc, task based, knowledge worker driven work patterns that co-exist with BPM (process) across the workplace.

Identify, define and offer to IBM clients a full spectrum of services offerings to help in their BPM journey - from project to program to transformation.

Built a core team of highly skilled senior consultants with enterprise-wide SOA/BPM experience. Develop insights into the adoption patterns of process, rules and events. Deliver skills / roles / approaches that enhance collaboration of business and IT in developing a business solution. Collaborate with Technical-Sales, Sales, Marketing, and Product Management to drive the success of clients. Revenue generation of ~$10M annually by developing opportunities and engaging clients in BPM projects. Helped a major Wall Street Bank deploy optimized processes by merging existing process with recent acquisition, driving $15M across IBM software, hardware and services.

Sell and deliver IT/software lifecycle (SDLC) and IBM WebSphere® consulting services within NY/NJ Metro region. Lead IBM clients to leverage the IBM WebSphere Services Oriented Architecture (SOA) & Business Process Management (BPM) software portfolio and build IT solutions that realize value and ROI consistent with strategic business initiatives. Help clients achieve superior business and technical results while managing projects, scope, financial and technical constraints and project risks when building enterprise solutions. Own $7M annual services revenue and related P/L for NY / NJ Metro territory.

Coached and mentored by Vice President of Software Services and Support responsible for driving $200M annual revenue and over 1,500 consultants worldwide. Experience with executive level strategic problem solving, managing critical client situations and assist with planning activities.

Led IBM’s initiative to support NYSE’s highly reliable and available order management system. The partnership between NYSE/SIAC and IBM created a new trading floor IT solution and handheld technology for traders. The solution included WebSphere, DB2 and Tivoli to create a high performance clearing house of daily trading volume. Partnered with SIAC (Securities Industries Automation Corporation) to leverage the combined strength of IBM software, hardware and research to satisfy cutting-edge requirements for the planned solution. Led a technical team of 7 IBM engineers to collaborate with the client to design, develop and deploy the solution that achieved the program objectives.

Business development activities to create brand and implement the mission of Business Partner Technical Support & Enablement (BPTSE). The organization exclusively focused on assisting IBM partners – Independent Software Vendors (ISV), System Integrators (SI) and Business Partners (BP) – to successfully implement and sell solutions based on IBM software. Maximized IBM investment by providing project leadership to ongoing efforts. • Contributed in new offering development to ‘enable’ business partners. Implementation included market segmentation, identifying early adopters and driving awareness amongst IBM sellers. Drove revenue of $1.5M in first year. Implemented a resource ‘mapping’ system within IBM that improved the cost, quality and speed of resource management. Directly involved in brokering $2M of services in the first 6 months. Migrated a $2.5M support center from Dallas to Pittsburgh servicing 250+ IBM business partners.

Hired into a rapidly growing group to add development expertise to a newly formed team. Conducted software design, development, test and support for IBM TXSeries®. Enhanced an existing transaction processing (OLTP) system using C/C++ and developed a new front-end using Visual Basic. Developed a web-service interface using CORBA to improve product flexibility. Assisted product management teams with scope and effort estimates for new function and enhancement requests. Integral part of product team driving $50M in product sales in 2001.