A highly accomplished Support and Services Senior Executive with unique ability to drive positive financial results while improving the customer experience. A change agent focused on aligning strategy with market demand to determine best path to Customer Success. Business Optimization, Digital Transformation, Leadership by Growth Mindset, M&A/Integrations, and Organic Growth are key to delivering against Employee (engagement), Customer (satisfaction), and Company (financial) goals. Led global operations in North America, South America, Europe, Asia, Africa, and Australia.Highlights:- Improved renewal rates by ~4 points - Developed and successfully executed loyalty programs aimed at increasing customers’ adoption and annual spend on Support- Decreased Cloud incidents by ~30% - Rearchitected strategy and delivery for Managed Services and Cloud customers to restore trust in off-premise models- Decreased cost per interaction by ~25% - Engineered Digital Transformation projects from process re-engineering to platform enablement driving automation and self-service- Improved CSAT from ~82% to ~96% - Positioned Executive leadership to align around anticipating shifts in customer demand and innovation- Improved Net Promoter Score (NPS) by ~30 points - Established a cross-functional Collaboration alignment with key leaders in Product Management, Development, Sales, Services, and OperationsCore Competencies:Digital Transformation ~ Customer Success ~ Customer Experience ~ Growth Mindset Culture ~ Strategic Planning ~ Managed Services ~ Cloud Services ~ SaaS (Software as a Service) ~ Team Building & Leadership ~ Mentoring ~ Executive Presence ~ Initiative Architecture & Execution ~ Process Reengineering ~ Location Rebalancing (Offshore/Nearshore) ~ Business Transformation ~ Cross Functional Partnership ~ Change Management ~ Profitability (P&L) ~ M&A/Integrations ~ Delivery & Execution ~ Global Operating Models ~ Creative ~ PersuasiveI enjoy golfing with my adult son, attending concerts with my teenage daughter, and living life with my long-time best friend and wife. I am highly motivated by mentoring individuals to becoming the best version of themselves, building high performing teams, and establishing a strong customer first culture.