(A spin out company from Traction on Demand)Led a dynamic team in orchestrating comprehensive customer engagement strategies across a diverse portfolio of five SaaS products, each built on a variety of platforms, including but not limited to Salesforce. Within this capacity, my team assumed concurrent responsibility for all customer-related endeavors for the following offerings: Hubbl Diagnostics, Hubbl Process Analytics, Propel Integration Partners, Notimo, and Gather.Our team excelled in a wide range of customer-centric activities, ranging from actively participating in sales cycles to seamless onboarding onto multiple products, driving customer retention, fostering adoption, and implementing successful cross-selling and upselling initiatives, among other vital responsibilities.By collaborating closely with others on the executive team, we formulated a strategic customer success framework that harmonized seamlessly with the overarching Go-To-Market (GTM) strategy. This collaborative effort not only helped shape the trajectory of product roadmaps but also permeated the entire organization with a customer-centric ethos. This concerted approach enabled us to establish robust sales partnerships, optimize operational processes, and spearhead groundbreaking loyalty-building ventures, including strategic Quarterly Business Reviews (QBRs) and targeted campaigns.Our trailblazing customer success strategies played an instrumental role in fueling the startup success of Uncommon Purpose, solidifying our position as industry leaders and innovators in the realm of customer engagement and satisfaction.

I undertook a diverse array of responsibilities aimed at enhancing the delivery methods at Traction on Demand. I led efforts to establish effective support practices, ensuring that each interaction contributed to a positive and lasting impression. A significant aspect of my role involved developing and refining comprehensive enablement materials. These materials were tailored to over 30 accelerators and 3 major products, equipping our delivery teams with the knowledge and resources they needed to fully leverage our innovation group offerings.In addition to material development, I engaged with internal teams at both executive and individual contributor levels. By understanding their unique business pain points and objectives for using Traction's IP, I contributed to the alignment of our solutions with their needs. To ensure the seamless progression of our IP through its lifecycle.An essential aspect of my role was guiding our delivery teams in optimizing their utilization of our technology. I served as the main point of contact for addressing questions and challenges, actively managing a case management system that streamlined issue resolution. Furthermore, I was dedicated to transparent communication, promptly sharing all outages, issues, and releases, while also advocating for their impact within the organization. I prioritized bugs and enhancements from a user-centric standpoint, ensuring that their voices were heard and addressed in our product roadmaps.Crucially, my role involved facilitating effective internal collaboration. I ensured that all relevant teams possessed accurate and up-to-date information, empowering them to deliver successful client support. In the face of challenges, I adeptly managed roadblocks to maintain operational efficiency and drove continued success through meaningful relationship building.

Throughout my 10-year journey at Appirio and its related entities, I consistently demonstrated leadership, innovation, and a commitment to operational excellence, leaving a lasting positive impact on the company's growth.As Director of Information Technology from 2017 to 2020, I effectively managed the rapid expansion of the employee base to nearly 3,000 users, ensuring a smooth integration and operational excellence during Appirio's acquisition by Wipro. I streamlined and oversaw a diverse range of cutting-edge technologies, including Salesforce, G Suite, Okta, and Workday, optimizing operational efficiency and resource utilization. I also led comprehensive IT security strategies, ensuring the protection of critical assets and confidential information. By strategically directing global helpdesk teams and development units, I fostered a collaborative culture resulting in enhanced support services and increased productivity across international operations. Additionally, I successfully executed complex IT systems migrations, transitioning to a hybrid architecture with MS O365 and other solutions, ensuring operational continuity and technology optimization.

In my earlier role as Director of Product Support from 2010 to 2015, I played a pivotal role in developing and implementing product support processes, using SFDC Service Cloud to optimize efficiency and customer satisfaction. I customized the SFDC ticketing system to create a seamless support framework, enhancing user experiences. I built and led a global support team, facilitating efficient query resolution and knowledge sharing. Concurrently, I contributed to the establishment of the Managed Service division for non-consulting products, refining methodologies and ensuring scalability.

During my time as Community Relations & Support Manager at Topcoder (an Appirio company) from 2015 to 2017, I engineered and executed support processes for a global community of over 1 million designers, developers, data scientists, and programmers, utilizing Zendesk. I expanded and refined the support representative help desk team across multiple regions, leveraging Zendesk to enhance customer service and satisfaction. I also used Zendesk to foster a vibrant customer community, encouraging collaborative innovation and challenge curation for developers.

Spearheaded and effectively managed a diverse global team of Technical Support analysts and Escalation experts, cultivating a culture of unwavering excellence in customer service and case management. Through my leadership, I ensured unparalleled customer support by tailoring Salesforce.com tools and instituting robust support processes to fortify our partnerships. My collaborative efforts with the Services team encompassed Migration Statements of Work, while my strategic oversight streamlined the seamless onboarding on our product and service lines. Taking ownership of SLA and performance metrics, I ignited impactful team-wide initiatives that harmonized with our objectives and deftly orchestrated the orchestration of escalation activities for expeditious issue resolution. Additionally, I assumed the pivotal role of primary contact for high-profile escalations, applying my expertise to guide resolution beyond conventional procedures, consistently achieving triumphant outcomes.

Effectively supervised and mentored a team of System Administrators, ensuring the smooth execution of daily network and PC operations. I played a pivotal role in resolving technical challenges by offering second and third-level support to System Administrators across 15 locations in the US, swiftly addressing issues related to PCs, LAN, and WAN. Collaborating closely with external vendors, I facilitated the timely troubleshooting and resolution of technical problems and outages, minimizing disruptions. Furthermore, I took the lead in researching and selecting hardware and software solutions, optimizing enterprise performance while maintaining cost-effectiveness. A notable achievement was the implementation of support desk software, which significantly streamlined our customer support operations and elevated user satisfaction. With a keen focus on security and organization, I meticulously managed email accounts, user permissions, and group memberships, ensuring a secure and efficient user environment throughout the organization.

I served as a crucial link between our valued customers and vendors, ensuring that communication remained seamless and their satisfaction was consistently met. I took pride in delivering exceptional assistance and support, exceeding customer expectations to provide them with unparalleled service. My responsibilities included overseeing Network Element Surveillance, proactively monitoring the performance and reliability of critical network components. I also managed end-to-end connectivity, swiftly resolving issues and troubleshooting trouble tickets to minimize any potential downtime. My vigilant monitoring of network performance allowed for timely intervention in case of anomalies, maintaining the network's high standards. My adept troubleshooting skills enabled me to swiftly address network and switch problems while efficiently notifying and escalating issues as needed. Furthermore, I tracked and analyzed outages and network events, translating them into valuable insights for continuous improvement and proactive measures.