Supporting operations across functions in EngageSmart Enterprise with the mission to support the creation and timely execution of enterprise strategy & plan through communication & deployment of prioritized tactics, swift tracking and analysis of metrics, and excellence in cross functional process development.Organization and ownership includes:-Analytics-Sales Operations-Strategy and Management System-Business Systems and Tools-Forecasting-Sales Enablement-Program Management / PMO-Sales Compensation-Customer Operations

Responsible for Sales Operations across all of EngageSmart's Enterprise Solutions including InvoiceCloud, DonorDrive, HealthPay24, and IVR Technology Group.

Lead organization of 40+ resources with a mission to support the timely execution of sales strategy & plan for OpenText's SMB and Consumer business unit. Driven through communication & execution of prioritized tactics, swift tracking and analysis of key metrics, and excellence in sales process execution.Organization and responsibilities include: analytics, forecasting, quotas and planning, sales operations, partner program, channel operations, order fulfillment, sales enablement, and PMO.Carbonite Acquired by Opentext in January 2020.

Formed & led new department of 4 analysts & 5 program managers to improve execution, visibility, & measurement of performance across all functions; managed 15+ major projects & consolidated reporting from 5+ data sources. • Produced company-wide databook to centralize critical metrics across the business including bookings performance, product health, pipeline, sales forecast, support trends, employee turnover, win/loss data, and customer retention. Created custom set of reporting logic to overcome data quality deficiencies while driving source system corrections. •Managed corporate operational cadence of weekly/monthly/quarterly executive meetings to drive transparency, priority, and action in the business; included creation of management calendar and tracking and follow through on actions for a global team of 40+ executives. •Managed centralized company PMO with mission to support timely execution of company strategy by driving the selection and execution of critical programs. Leveraged project & portfolio management standards.Carbonite acquired by OpenText in January 2020.

Led team of program managers and UX designers in the R&D organization responsible for driving new product releases, product design, customer research, cross functional initiatives, and solution end of life.• Managed the software delivery lifecycle for more than 100 product releases including facilitating the creation of new product roadmaps; personally led the release of 3 net new products to market.• Led implementation and administration of pricing and packaging for mid-market products within NetSuite, including the complete overhaul of legacy offerings into SaaS / subscription models and management of new price books.• Improved direction & purpose of the UX team by implementing a process for tracking, communicating, & prioritizing design work; worked w/UX leader to create a design system to enhance the Carbonite user experience.• Operated as chief-of-staff for the R&D organization, included oversight of the R&D budget, driving executive actions, running staff meetings (including all hands), and creation of executive and board presentations.

Managed team of 75 in 8 countries and 12 locations with functional ownership of numerous enterprise-level processes including customer master data and records, customer registration, customer connectivity, and technical on-boarding.My teams also had a keen focus on overall Avaya ease of doing business, specifically in the quote to cash process.• Business owner of several process tools, managing customer requirements, field feedback, and feature introduction.• Managed organizational complexity of 20+ union workforce resources in 2 locations.• Managed daily interaction with business partners, workload and escalation management, and metric analysis.Key accomplishments:• Drove 12-week collaboration between operations and development teams to automate and simplify components of customer on-boarding process; resulted in 80% reduction in ticket backlog and 60% reduction in processing time just 2 months after release.•Improved customer registration tool usage by ~500% in 2 years through process simplification and tool enhancements; enabled self-service by building an easy-to-use knowledge base that received ~50k hits in 1 year with an average article rating of 4/5.• Optimized customer connectivity resolutions to reduce ticket backlog by 94% and turnaround by 90% in 1.5 years•Helped drive ~$1M of incremental annual services revenue in just 6 months through mining and correction of customer records.•Consolidated customer master data processes from 5 procedures across 4 teams and regions to one global process under one team.

Provided direct operational support to the President of Avaya Client Services as chief of staff ensuring readiness for all company and staff level meetings.• Maintained services performance measurement system including a dashboard with 50+ financial and operational metrics, analyst reports distributed to senior leadership, and regular corporate strategy alignment.• Co-managed a project to push client remote connectivity adoption levels from 30% to nearly 60% in 15 months.• Created or compiled 100+ executive, CEO and Board-level presentations over 16-month period.

Supported the integration of 7 acquisitions, developing, maintaining, and delivering training for over a dozen unique business tools using excel and visual basic, including 5 channel pricing tools critical to quote-to-cash transition.Relevant Projects at IBM:• Collaborated with IBM’s Systems and Technology Group, project managing and successfully implementing a global resource management tool comprised of over 400 Business Analytics Services users in just 3 months.• Created a Lotus Notes based application from the ground up to replace a key legacy system for the Guardium acquisition; managed tremendous amount of team pressure to successfully deliver in less than 4 months. Performed original research on requirements, documented work, collaborated directly with a professional Lotus Notes developer, and obtained rigorous internal business controls certification.• Spent 3.5 weeks at SPSS Japan to address diminishing revenues occurring due to system and process challenges created by the acquisition’s transition into IBM; helped drive turnaround that allowed SPSS to exceed all acquisition business case targets.