Led operational integration of Success strategies and best practices for Academic and Government segment in NA, EMEA, LATAM, APAC- Achieved 30% reduction in YoY churn- Fueled >95% retention rate and annual subscription uplift

Conceived and established a new Customer Success function- Transformed company’s customer intelligence by spearheading the creation of early warning systems, adoption scorecards, and health scores- Elevated employee engagement scores to highest in division

Drove engagement with academic libraries to raise awareness and usage of the rich data and services available through the OCLC Developer Network platform- Translated complex technical information in the creation of positioning and value propositions- Cultivated individual customer champions to share expertise with the community

Managed fiscal operations, and the 25 managers and staff of the North American Customer Support organization providing ongoing support for 4 major software products to 2,200 customers throughout the United States, Europe, and ANZ- Introduced Knowledge Centered Service (KCS) to the organization and led the cross-departmental implementation team responsible for creating company-wide policies, processes, and training- Created communication practices to clarify customer needs and problem definitions, reducing time to close

Managed a team of 12 Support Analysts and 3 Team Leaders, providing global support and escalation management for 1,700 clients through call center and support operations- Maintained high operational standards for customer engagement and support, resulting in 97% customer retention- Developed and aligned best practices across multiple international Tier 1 and Tier 2 support teams, ensuring business continuity for customers during and after the merger

Managed key European accounts and London office, including Implementation and Training services- Oversaw delivery of implementation and training services and contractual software requirements to accounts ranging from Cambridge University to all academic libraries in Finland, to the London Society of Antiquaries- Demonstrated cultural competency in adapting interpersonal and communication styles with colleagues and customers globally while also bridging gaps in communication and cultural norms

Managed product roadmap and roll out of the Integrated Library System (ILS), a leading, complex product providing information infrastructure for 1,300 academic and research libraries globally- Assessed contractual requirements and technical debt, weighted against crowd-sourced enhancements and competitive intelligence to design roadmap for annual product release, maintaining 97% customer retention rate- Presented updates at conferences, trade shows, and extensive site visits; Conceived and wrote ongoing adoption campaign content, increasing adoption of lesser known features by over 10%