• Led the Platinum Technical Support team of six engineers at Kaltura, where I oversaw daily operations, talent development, and strategic initiatives while serving as the incident commander for North America. By resolving critical issues swiftly and efficiently, I safeguarded over $30M in recurring annual revenue for our top 5% customers.• Championed using an AI integration in Salesforce to enhance support responses, which resulted in a 34% improvement in issue resolution time and a 75% reduction in customer escalations.• Drove Kaltura's ADA accessibility initiative by leading a client-facing engagement, ensuring full compliance with guidelines such as 508, CVAA, and WCAG 2.1 AA, which allowed all contractual obligations to be delivered in half the time initially proposed.

• Delivered program management and consulting excellence by successfully migrating over 500 K12, EdTech, Business, and Government clients from on-prem data centers to Amazon Web Services, ensuring projects were completed on time and within budget.• Conducted analyses for B2B SaaS companies, developing plans to integrate multiple support processes and CRM systems following acquisitions, which optimized operational efficiency and aligned systems with business objectives.

Led the creation of the White Glove Support Team, leveraging my established relationships to hire key candidates in record time, including Cloud Assurance Engineers, Cloud Assurance Managers, Application Services Tech Leads, and DevOps Engineers, ensuring a solid and capable team from the start.• Rebuilt Northeast customer relationships with a proactive support outreach program, turning around a churn-risk customer into a referral customer.

• Strategically managed processes and procedures, overseeing performance evaluations and career development planning while coordinating the annual on-site client visit budget. Facilitated 360-degree total quality management of support and led special projects, including knowledge base development and acting as a liaison for PMO initiatives, repositories, and templates.