Building software that makes a difference in the world.

Responsibilities - Direct both the Engineering / Technical Ops and the Member Success teams- Personally assume all product management responsibilities- Oversee all customer relationship management and personally manage critical customer relationships- Manage the internal technology environment, ensuring internal systems are effective and efficientSignificant Results- Improved member renewal rates. Q2-2019: 66%. Q1-2020: 97%.- Developed Accelerator Sessions, the quarterly process that delivers expert guidance to members- Solved the ‘revolving door’ problem, hiring and retaining Member Success Managers- Significantly improved and streamlined internal systems, including migrating from an unusable SFDC system to a new instance and developing it into a true CRM platform for Member Success and Sales- Dramatically improved the morale and productivity of the Engineering and Member Success teams

Responsibilities:- Direct all aspects of product definition and delivery for Predictive Diagnostic Cloud (PDC), Pegasystems’ cloud-based Application Management solution as well as AES, PDC’s on premise analogue - Ownership of product management, engineering, QA, documentation and training, DevOps, cloud system management, level 3 support, sales support and product evangelism- Rescue mission: Turn the “backwater, neglected” products into critical components of Pegasystems' product suite "realizing the potential we know they have"Significant Results- Simplified, stabilized, and improved products - requiring less technical knowledge to use and understand- Expanded user base to include all of Pegasystems Customer Support and key staff in Pega Consulting- Reduced cloud costs by 36% while modernizing infrastructure and improving average response time from ~2 seconds to ~½ second- Dramatically improved morale and productivity of development & product management staff- Launched the Cloud Operations team which was productive, and capable within two months- Delivered DevOps: biweekly releases became routine and stress free

Responsibilities- Drive product content for key areas of Pega 7, Pegasystems’ flagship and foundation product, based on my knowledge of Pegasystems’ customers and market – product areas include security, integration, multi-tenancy & cloud readiness, and system management- Drive the development process for 8 agile teams located in Cambridge, MA, USA and Hyderabad, India- Ensure quality and consistency of software architecture, design, implementation, documentation and testing - Executive sponsorship of major customers and prospects to ensure sales and implementation successes for customers- Provide subject matter expertise to close major sales. Represent Pegasystems’ product group on executive governance committees of major, leading-edge customer projects- Product evangelism: training of Pegasystems and customer staff on benefits and use of Pega technologySignificant Results- Delivered first multitenant customer implementations to production- Access Manager, Pega 7’s authorization management landing page, which made the previously opaque security model easy to manage- Defined and delivered Attribute Based Access Control (ABAC) leading to major sales (at least $8 million)- Developed the ML (maintenance level) software delivery model which accelerated software delivery from 2x a year to 4x a year. - Simplified the software update process and reduced upgrade times for MLs from several hours to ~30 minutes.

Responsibilities⋅ Direct and manage the Global Customer Support & Sustaining Engineering organization with offices in Cambridge, MA; Cupertino, CA; Reading, UK; and Hyderabad & Bangalore, India⋅ Create and continuously improve efficiency and customer satisfaction metrics⋅ Resolve technical support requests for five product suites working with the company’s Fortune 200 customers⋅ Personally manage the support relationships of the company’s largest and most important customersSignificant Results ⋅ Based on increasing customer needs, grew the organization from 25 in the UK and Cambridge to 150 people in 5 locations, including establishing the company’s first India-based support teams⋅ Completed the integration of acquired company’s (Chordiant) support and sustaining engineering teams⋅ Selected and developed regional directors and implemented a 24 x 7 operation with global, follow-the-sun capability⋅ Established a 24-7 support and escalation processes⋅ Defined internal metrics for success and drove continuous improvement in customer satisfaction resulting in multiple NorthFace Awards for excellence in customer service from Omega Management Group⋅ Added responsibility for Sustaining Engineering in 2009 and established communications and processes working with outside vendor in US and India⋅ Directed the development of systems and processes to manage interactions with customers, including a customer facing work management system⋅ Personally developed the demand projection model used in capacity planning

Same as the VP job above, just before the promotion!

⋅ Defined support and escalation processes and organized teams based on technical specialties leading to improved team effectiveness and customer satisfaction⋅ Hired, mentored, and provided technical leadership for all North America staff⋅

⋅ Led the development team building the first applications on PegaRules (now called Pega 7)⋅ Managed from initial install to production the first customer deployments of the new products ⋅ Developed the accounting software layer still in use in company’s financial applications today

Interesting lessons learned...