Global Customer Success, Support & Professional Services ExecutiveDynamic leader with a proven ability to build high-impact customer success and customer-facing teams from the ground up. Accomplished in driving customer retention, adoption, renewal, and expansion while revitalizing troubled projects and relationships. Known for delivering transformative global business outcomes.As Global VP of Customer Success at Siemens DISW, I realigned the CSM team to efficient delivery model by devising a customer segmentation strategy and realigning roles to support a LAER-based engagement model. I led the transition to a Cloud/SaaS-focused strategy, accountable for a multi-billion dollars SaaS portfolio and implementing a Customer Success platform and cost-effective pooled CSM team. Key achievements include establishing KPIs for business management, enhancing customer engagement through tech touch enhancements, customer journey mapping, and advocacy programs, and launching a lead generation incentive program that quadrupled closed-won deals.At Vertex, Inc., I led global Customer Success and Renewals teams managing $395M in revenue. By restructuring the CS function and launching a Strategic Account Program, I achieved a 150% increase in NPS scores and a 400% rise in net new revenue through upsell/cross-sell. I also established global CS Ops and Service Delivery Excellence teams, ensuring consistent global delivery.Previously, as Managing Director at Citrix, I managed over 100 Customer Success and Technical Account Managers, overseeing a $30M P&L for premium support services. I handled a portfolio of 500+ customers and $0.8B in annual bookings, playing a crucial role in launching Premium Support offerings.As AVP of Americas at Comverse, I led global operations for Value Added Services (VAS) support. I improved performance and revitalized relationships by implementing advanced processes and cross-departmental alignment, achieving a 55% reduction in SLA non-compliance penalties, a 28% decrease in average restoration time, and a 17% reduction in downtime.At Irdeto, as Director of Global Services, I managed global PS and support teams, successfully turning around projects across regions, streamlining RFP and bid review processes, and achieving profitability for the first time with a $20M P&L.My extensive experience underscores a commitment to delivering exceptional value through superior service standards, enhancing outcomes for employees, customers, and shareholders alike.