Consulting in technology and collections.

Led the product management organization for enterprise products, both SaaS and premise, in the accounts receivables management market. Responsibilities included establishing and leading a compelling and differentiating vision for enterprise products, leading a team of product managers, establishing standards for user stories and roadmaps, and constantly innovating while working closely with an agile development team.

Responsible for a team of strategic personnel who match Ontario Systems’ enterprise cloud solutions with the needs of clients and prospects through deep domain expertise and creation of product demonstrations and ROI proposals. Developed, documented, trained, and presented value propositions for compelling features; described and presented enterprise solutions to C-level, buying personnel and fit the solution into their existing technical landscape; engaged and overcame technical and business challenges; provided guidance on product direction.

Responsible for acculturating innovation and managing, measuring, and improving the innovation pipeline to identify and harness Ontario Systems' creative knowledge to increase revenue and grow operating profit.

Built and led a team of Program Managers/Solution Architects building our company’s new SaaS receivables management solution in partnership with Microsoft. The team was responsible for establishing the leading vision of feature functionality and design and ensuring the accurate development of that feature through leading their feature team of engineers and testers. Oversaw and approved the solution design of a product that reflects deep domain expertise and anticipates customer needs. Utilized domain knowledge and understanding of customers’ operations to ensure an on target delivery of a massive, feature-rich, enterprise product for the industry. Internal and external evangelist of the product and technology.

Led a team of support specialists in the service of our customers in the healthcare industry. This team provided technical support and service for all products consumed by our healtchare customers, including healthcare RCM software and dialer. As the team was responsible for the customer satisfaction of these customers, I led the team in development of customer service, escalation response, project management, and service excellence.

Responsible for the support and consulting for enterprise applications and state of the art telephony products in the healthcare and debt management markets. Led support teams of up to 70 individuals and developed the teams' customer service, technical leadership, personnel management, and domain expertise. Owned and improved all support and service processes and increased response time and resolution quality. Serving as a fundamental point of escalation within the company, managed critical, strategic, and new customer relationships in order to improve customer satisfaction and loyalty.