Build a winning culture and manage 4 different Wealth Management Professional Services divisions consisting of more than 60 team members that all operate independently. The 2 teams assigned to me were both acquired in recent years and were struggling with growing revenue, quality issues, customer satisfaction issues and process. Used the same playbook to eliminate technical debt from existing customers, partnering with Product Management and R&D to improve product quality and with Sales to develop bundled offerings that could be sold to new and existing customers.KEY ACCOMPLISHMENTS:• Moved 4 out of 5 customers from Red status to Yellow and Green in first 4 months in IFS division • Established Governance meetings with key customers and reinvigorated services revenue with dormant customers• Customer satisfaction with all 4 divisions went up significantly over the prior year• Set revenue targets for all 4 divisions that were up at least 10-20% over 2021 targets• Employee retention across the 4 teams was over 95% in a year when most companies experienced 15-20% attrition

Build a winning culture and help transform the AFFIRM Professional Services team consisting of 25 team members that implement cloud-based software. AFFIRM software enables Annuity and Life Insurance sales via customized workflows and suitability reviews to ensure FINRA, SEC and state compliance. Directed all aspects of the relationship including business development and implementation of projects that included process reengineering, integration, and reporting. • Increased the revenue by more than 65% while reducing headcount and growing margins from 2% to over 50%• Improved Customer Satisfaction from a score of 6.3 to 8.5 in under 2 years by focusing on delivery quality issues• Improved internal employee satisfaction scores 35% by focusing on career development and conducting Town Halls• Took over PS ownership of LaserApp Division in 2020 which had been acquired several years earlier and needed strong leadership and partnering with the rest of the company to drive sales growth.• Increased Sales for PS team by resetting customer expectations and introducing new services that generated revenue.

Responsible for managing a team of launch Account Managers responsible for rolling out new Cable, Phone and Internet services to communities.

Created and built a customer engagement model to dramatically improve sales to existing clients while improving customer retention. The new approach to Account Management was designed to broaden the depth and breadth of the relationship while increasing customer satisfaction.

Developed and implemented strategic methods to deliver world-class service to clients while managing a sales team of three Regional Account Managers and three Technical Account Managers. Executed techniques to upsell SAAS ERP software to owners of construction projections and selling additional licenses and solutions to existing customer base. Advised Professional Services team on the development of bundled services for customers to deliver additional solutions. Created new TAM position and trained to support AMs. KEY ACCOMPLISHMENTS:• Increased revenue from $3.2M to over $6.4M in 2015.• Decreased churn to under 4% by developing evaluation process that assists customers in obtaining more value.• Negotiated license price increases for over 25% of first-time price increase customers.• Increased pipeline by 240% by focusing on retention of long-term customers.• Drove attendance growth by 33% at annual user conference by collaborating with marketing team on strategic promotional techniques that resulted in pipeline growth of over $500K.

Planned, led and delivered increased revenue strategies to successfully achieve sales goals and company-wide financial growth. Actively managed a team of four Regional Sales Managers, five Sales Engineers, one RFP Manager, one Operations Manager and one Business Strategist/Value Assessment Manager selling ERP software to higher education clients. Developed approaches to sell additional solutions and services to existing client base as well as uncovering new business within the local market. Led meetings to provide sales operations reports to track current forecast and closed deals, pipeline build, win-loss analysis and impact. Administered sales training and recruited and trained three Regional Sales Managers, 1 RFP Manager and 1 Value Assessment Manager. KEY ACCOMPLISHMENTS:• Achieved 140% team quota of $11M in 2014 by closing over 650 opportunities.• Increased pipeline by 30% by evaluating long-term customers.

Managed a department that serviced the top 50 customers which generated over $25M a year in recurring revenue and new sales. Built a team of 6 Account Managers and 5 Technical Account Managers responsible for $10M in new sales and services annually.Selected Accomplishments• Recruited 4 new team members and built a high performing team focused on driving customer satisfaction, building strong partnerships, and understanding business challenges and selling additional services• Identified opportunities to increase customer satisfaction by selling Technical Account Management services • Formalized processes to demonstrate value to the customer, including formal tracking and reporting metrics

Led a team that grew from 30 to more than 140 employees responsible for implementing ERP software for Higher Education Institutions. This included for-profit career and online colleges, public universities and non profits that offer degree and continuing education programs. Responsible for all aspects of the engagement from business development through implementation of projects that included business analysis and process reengineering, data conversion, integration services, training, packaged service delivery and reporting services. Professional Services revenue grown from $9.8M in 2005 to revenue of 25.5M in 2011.Selected AccomplishmentsImplemented software at more than 900 campuses on time and budget while increasing Gross Profit Margin to 50%.Designed a new-hire training program for college graduates and successfully hired more than 90 new employees leading to a cultural shift in professionalism, accountability and customer satisfaction.Rolled out Best Practice and Knowledge Management libraries to increase employee productivity. Implemented Primavera Project Management software to better manage process, projects, and billing.Recognized by SPI Professional Services Maturity Benchmark as a top 15 Professional Services Organization

Supported 3 Sales Managers, with over 15 Sales Execs and $28 million quota, developed business opportunities for Enterprise Wide solutions for application, data, network, and systems management, storage and disaster recovery, security, and predictive analysis. Assessed and developed opportunities to help close business.Selected AccomplishmentsImplemented a more customer focused, long term, solution based approach to save and build relationships.Responsible for ROI and business case development for Mid-Atlantic and Southeast regions.

Led multiple engagement teams in delivering multidisciplinary e-commerce solutions to Financial Services clients. Responsible for all aspects of the engagement from business development through implementation of fixed-price, fixed-time projects.Selected AccomplishmentsConcurrently led 6 teams with up to 70 people for 3 different financial institution clients.Led teams that facilitated clients' definition of their business and technology needs including knowledge management, rules engines, and enterprise data warehouse/customer relationship management.Secured contracts for new Sapient clients via competitive RFP process and client presentations.

Managed the technology and business analysis teams responsible for providing electronic corporate banking capabilities for Citibank corporate customers at over 8000 customer sites worldwide. The application (New Citibanking) provided functionality for global cash management and payments, securities, and trade applications. Selected AccomplishmentsReorganized a department of 140, hired 35 key employees and managers, and facilitated change in the organization's culture to become more customer focused and proactive. Improved vendor management and delivered all releases on schedule and within budget.Rolled out tools to improve productivity for project management, software installations, and regression and stress testing and developed training and documentation programs to increase dissemination of information.Enhanced processes that improved the department from a SEI CMM level 1 to a level 2 within 9 months.

Created a department and managed the system aspects of a start-up business unit established to communicate with customers to conduct business interactively. Implemented the American Express site on America Online and the ability to download credit card and checking transactions through Quicken and Microsoft Money.Selected AccomplishmentsDrove development for ExpressNet on America Online, including selling the concept to senior management, content selection and navigation, platform determination, implementation plan, staffing, and overall budget. Increased staff from 2 to 220 employees and contractors with budget authority of more than $20 million.