Led developing and implementing a customer-first culture across the organization, ensuring that customer needs are prioritized in all strategic decisions.Fostered collaboration among various departments, including sales, marketing, and product development, to align customer experience initiatives with overall business objectives.

As a senior leader within the Customer Success organization, I was brought in to restructure and grow the Global Services team. Assisted in developing the Collibra Customer Success organization, including structure, processes, and measurements.Responsible for the Professional Services team, including Adoption Services, Consulting, Education, Coaching, and Partner Success.• Organized the team to deliver engagements focused on customer value to ensure quick adoption of the Collibra platform.• Defined First Value and implemented programs to minimize time to first value for new customers.• Developed packages designed to accelerate adoption and increase business value customers received from the Collibra platform.• Introduced operational reporting to the business.• Team recognized as a differentiator in the Gartner Metadata Management Magic Quadrant.• Led the development of a use case library for sales and adoption discussions with prospects and customers.

As a senior leader within the Customer Success organization, I was brought in to restructure and grow the Global Professional Services team for a pre-IPO company to prepare for their IPO. Led the Professional Services team through exponential growth and established a strong, customer-centric team. Assisted in developing the Talend Customer Success organization, including structure, processes, and measurements.• Organized the team as an expert-level services model focused on high-value service offerings for Talend's customers.• Brought in world-class professional services automation, knowledge management, and information-sharing technologies in order to ensure efficient knowledge-sharing and delivery to our customers.• Grew the Professional Services revenue by 200% with an average of 30% annual growth.• Grew the team by 300% during the same period.• In 2018, achieved a top 5 out of 5 rankings for the Talend Professional Services team on the Forrester Wave: Big Data Fabric research report as they ranked Talend number one overall against 14 competitors. • Implemented Services Engineering and Operations functions• Developed internal COEs and Practice Lead roles to increase thought leadership and enablement across the team

Hands-on leader responsible for leading a large component of the Americas Professional Services organization for the largest business intelligence software company. Worked with customers to define and deliver business intelligence and analytics solutions to solve business problems.• Led Eastern US and Latin America team including Mexico, Brazil, and Argentina.• Worked directly with customers in identifying and closing sales opportunities. • Successfully built the practice to a consistent sales and delivery annual run rate of over $40M. • Ensured quality of delivery on all customer projects in order to meet budgets and customer expectations.• Responsible for all customer implementations both in a SaaS model and on-premise.• Full P&L responsibility across all service line functions. Responsible for all Services KPIs including revenue forecasting, budgeting, utilization, and customer success. • Developed an annual strategic plan for the business as well as the tactical actions necessary to achieve the plan.• Executive Sponsor on all major projects and escalations to help guarantee successful delivery.• Worked with the portfolio team to develop ideas into deliverable solutions for customers.• Assisted with the development of a customer satisfaction survey and monitoring methodology designed around Net Promoter Score (NPS) to measure, understand and improve overall customer experience. • Established a partner collaboration model designed to generate demand with our customers, to extend licensing opportunities and to enhance customer success.

• Led the growth of the Eastern US business from $6M to $10M per year run rate within the first year.• Led the Eastern US business to the position of the largest business unit worldwide.• Worked directly with customers in identifying and closing services sales opportunities.• Ensured quality of delivery on all customer projects in order to meet budgets and customer expectations.• Executive Sponsor on all major projects and escalations to help guarantee successful delivery.• Developed an annual strategic plan for the business as well as the tactical actions necessary to achieve the plan.• Responsible for all Services KPIs including revenue forecasting, budgeting, utilization, and customer satisfaction.

Responsible for selling and overseeing the delivery of MicroStrategy Professional Services to customers in the SouthEast US.• Responsible for the hiring and ongoing management of the consultants supporting the territory.• Led the sale of all Professional Service (Consulting and Education) opportunities in the territory.• Worked with customers to design and implement solutions based on MicroStrategy in order to solve business problems.

Charged with leading and growing the professional service practice for a software company focused within multiple industries including Forest and Paper Products, Pharmaceuticals, Chemical, and Logistics. • Responsible for managing all consulting resources necessary to deliver on client engagements, including strategy, implementation, and education consultants. • Responsible for all professional service P&L and adherence to the yearly budget. Charged with ensuring existing consulting and delivery projects met or exceeded established quota and provided appropriate margins. • Acted as Executive Sponsor on all major projects to guarantee successful delivery.• Created the Liaison Delivery Methodology – a best practice model designed to ensure consistent delivery practices by all consultants during the delivery of Liaison service offerings. • Established Liaisons’ standard operating procedures for pre-sales technical support. Also responsible for technical sales and sales support activities including sales presentations, requirement gathering, initial project scope creation, SOW creation, and contract negotiations. • Developed channel partner strategy and maintained relationships with technology, sales, and consulting partners.

Led the creation and implementation of the eBusiness Strategy for a large, publicly traded flooring manufacturer.• Managed all eBusiness activities including the development and deployment of the company’s first e-commerce website. • Developed Dixie’s eBusiness strategy and worked with executives in the independent business units in order to create buy-in to adopt eBusiness strategies.• Qualified, selected and led the implementation of Enterprise Application Integration (EAI) products to integrate the internal AS400 legacy system, SAP ERP and data warehouses using XML. • Built relationships with Internet marketplaces to increase sales distribution channels.• Responsible for a group of professionals including EDI developers, EAI interface specialists, Visual Basic developers, and Web developers.

Led all professional service and technical pre-sales activities for a Service Level Management and RDBMS Performance Monitoring software company.• Started and grew the professional service practice with areas of concentration including: Service Level Management, RDBMS performance monitoring and tuning, RDBMS administration and development.• Responsible for all professional service P&L and adherence to yearly budget. Charged with ensuring existing consulting and delivery projects met or exceeded established quota and provided appropriate margins. Acted as Executive Sponsor on all major projects to guarantee successful delivery.• Collaborated with Marketing to create appropriate value proposition and sales collateral for all Empirical Software service offerings including professional service activities.• Organized and led engagements for clients including: Ericsson (Sweden), Per-Se’ Technologies, Odense University (Denmark), Koch Industries, Swedish Match.• Responsible for all technical sales support activities including sales presentations, requirement gathering, initial project scope creation, SOW creation and contract negotiations.

Led all professional service activities for the Radiology Information System division of a large, publicly traded healthcare software and service company. Also acted as Lead DBA for all implementation and support activities.