SHG delivers consulting services to SaaS companies that focus on optimizing Client Success organizations. Engagements include organizational development and analysis, CS leadership mentoring, process review and optimization, selection and implementation of CS related applications and tools, metrics development and tracking, and detailed analysis of a company's CS organization compared against an industry maturity model leading to continuous process improvement.Across my client base companies realized increased customer retention, significantly improved professional productivity, reduced employee turnover, and strong upsell/cross sell revenue increase.

Cloud Lending Solutions offers the only end-to-end lending and leasing solutions built natively on Salesforce. We enable our clients to efficiently manage loan portfolios, increase transaction volumes and rapidly bring new products to market through our suite of cloud based applications.On contract with Cloud Lending Solutions as VP Customer Success and Services for this recent SaaS startup; Recruited, hired, trained and managed 2 CSMs, 2 Education Services Managers, 5 Tech Support Engineers; defined, developed and instituted CS processes, and managed the Customer Success Team, the Customer Technical Support Team, and Education Services resulting in 99% retention and significant upsell over the term on the contract.

Recruited by this SaaS software company to define, recruit, develop, and manage Customer Success, Education Services, Support Services, Engagement Management, Professional Services, and Operation Services for this start up. Accomplishments include: -Grew CS staff from 7 to 40+ over 2 year period. -Improved Customer retention from 50% to over 70%. -Introduced new revenue generating Professional Services - $1m yearly. -Managed a total book of over $15m in renewal base revenue. -Developed up sell/cross sell revenue pipeline resulting in quarterly revenue increases in excess of $600k.

Hired by this international software vendor to manage consulting teams responsible for the successful implementation of Application Monitoring software at client’s locations. Responsible for practice development, daily management, and generation of client satisfaction of complex multi-month implementation projects. Accomplishments included generation of client delight by successfully completing hitherto failing complex implementation projects for American Airlines, eTrade, Providence, and the State of Texas.

Hired as P/L Manager responsible for the establishment and management of Direct and Inside Sales, Customer Services, Professional Services, and Infrastructure Services for this fast growing SaaS application and development tools company. Accomplishments included: -Hired and trained sales personnel, support reps, and an infrastructure manager within the first quarter of employment. -Instrumental in the establishment of an Application Partner Program resulting in the first reoccurring revenue stream for the company. -Spearheaded projects to define market positioning and sales strategies for Etelos products and services.

Recruited by this international software vendor to establish a new software/services sales team for Northern California. During my employ I recruited, hired and trained 6 sales reps. Through my leadership the team built a $2,000,000+ pipeline and closed deals with large accounts in the Bay Area. New customers included Blue Shield, Barclays Global, Documentum, Advent Software, Lawrence Livermore Labs, IGN, and others. - Generated in excess of $950k revenue. -Recruited a solutions selling team that sold Compuware products across the suite. -Established strong working relationships with inter-departmental organizations. -Delivered quick productivity from new sales hires in the form of call activity, prospect lead generation and high quality new business.

Hired as a P/L Manager responsible for the establishment and development of a consulting practice for the delivery of Expert Knowledge Transfer and implementation consulting services for MI’s automated software testing tools, application monitoring systems, and tuning in production services. Responsibilities include management of MI’s Educational Services Group and a full service Operations department that supplied logistics support to field consulting. -Totally reorganized existing practice around geographic presence. -Hired and trained management team. -Established performance management metrics and reporting systems for the group. -Grew practice from 20 to 102 in a profitable manner (45% Gross Margins maintained) -Nurtured healthy inter-departmental relationships and processes. -Increased revenue to in excess of $32 million.

Promoted to this position responsible for P/L management of a $29 million international business unit. The unit was organized into five functional areas: Marketing, Technical Services, Product Engineering, Systems Test, and System Framework/Architecture. Accomplishments include: -Developed 5 year business plan and product marketing strategies. -Delivered on-plan performance through year end. -Delivered 3 new software products in 95. -Increased Product Quality Index by 30% -Personally developed formal business relationships with Oracle and Price Waterhouse covering joint product development and sales/marketing programs.Participated in the Initial Public Offering of C·ATS on NASDAQ underwritten by Hambrecht & Quist & Cowens.Vice President Client Services, 6/91 - 12/94Recruited by venture capital backers to establish a world-wide Unix based Financial Trading Software Client Services organization. Hired technical support, consultants, education specialists, and pre-sales support staff. Opened field offices in London, Geneva, Paris, Hong Kong, Tokyo, and Sydney. Established organizational framework for complete services offering including: professional services contracts, services pricing, data sheets for services offerings, delivery methodology, performance measurement, and consultant compensation plans. Accomplishments include: -Developed Professional Services offering which resulted in 94 revenue run rate of $1 million. -Personally sold and project managed $2 Million+ 2-year contract to major global banking concern. -Increased per capita productivity by 50%.

Responsible for P/L management of a division of highly specialized professional service and management consultants dealing with Oracle Financial and Manufacturing Application packages, Oracle database and toolset, networking, and Strategic Information Planning. Product Services Group attained revenue of $14.5 million (100% of target) for FY91 with a staff of 95. Accomplishments include: -Established profitable operation within first quarter of employment. -Reorganized and staffed three regions and international group. -Developed strategies for the sale and delivery of consulting engagements supplying implementation, early installation, enhancement to standard products, and development of new products. -Established marketing, development, and delivery plans for Oracle tier 3 products. -Increased per capita productivity by 40%. -Developed backlog of international business totaling $1.5 million for FY92.

As a member of the Executive Staff reporting to the President was responsible for P/L management of Professional Services, Client Support, Education, Application Network Services, and International Client Services. Client Services was responsible for a revenue target of $12 million for FY90 with a staff of 85. Accomplishments include: -Grew professional headcount from 20 in FY85 to 90 in FY90. -Achieved or exceeded profit and revenue targets in FY87, FY88, and FY89. -Grew contribution of Client Services revenue to in excess of 33% of corporation. -Successfully established Client Services organization in U.K. for European support. -Developed marketing plans and successfully introduced new revenue generating services/products.Participated in the successful management leveraged buyout of Ross Systems backed by Greylock; Morgan Stanley; Citicorp; and Welsh, Carson, Anderson.