Nevada, Iowa, United States
Dynamic, passionate, and transformative leader with over 15 years of success in spearheading strategic vision for Customer Success teams and driving value for global customers. Savvy negotiator who successfully navigates complex business situations to achieve win-win outcomes • Leader of teams of varying sizes from 8 to 200 employees and managers • Experience leading teams delivering services and managing customers across multiple industries including Health Care, Financial, Automotive, Technology and Retail • Business owner of portfolio of Enterprise and Mid-Market customers with an annual contract value of $350M • Directed teams on strategies to build customer relationships, contract negotiations, customer retention, and customer satisfaction to achieve overall business goals • Directed organization on growing existing customer spend and growing the base through cross-sell and up-sell opportunities • Demonstrated problem solver with a hands-on leadership mentality • Strong communicator with a business-oriented mindset and a solid understanding of strategic decision making • Strong coach and mentor for developing employee technical skills, high quality communication and service skills • Strong influencing skills with a reputation for getting things done
Senior Director with responsibilities for Client Experience, Transition, Customer Journey, Contract Administration, Client Retention, Churn and business reporting.
Directed and empowered a high-performing team of 55 Managers, Customer Success Managers, and Engineers, orchestrating exceptional client experiences and driving transformative results. Oversaw an impressive annual contract value portfolio of ~$350M, spearheading customer retention including at risk accounts, SLA achievement, up-sell potential exploration, and profit objectives. Cultivated robust customer relationships, resulting in elevated customer satisfaction levels, and yielding up-sell opportunities for expanded engagement.
Leader of a team of client sales managers and customer success managers for Enterprise level customers. Managed customer relationships, sales quotas and customer retention. Developed strategies to grow existing customer base with new and existing products. Customer consultative relationships provide solutions for private and public cloud.
Director of Customer Success and Delivery for Enterprise level customers. Lead a team of people managers, customer success managers and Cloud engineers providing services to Enterprise level customers. Held a portfolio of 150 customers with a annual contract value of $500M.
Exemplified mastery in service transitions by skillfully onboarding new customers onto Wipro Managed Services, consistently delivering seamless transitions within scheduled timelines and budgets. Managed 5 transitions over 4 years, averaging contract values of $125M, while maintaining zero business impact during service assumption. Led a high-performing team in knowledge transfer, process development, reporting, staffing, project governance, and communication strategies.
Successfully managed the delivery of IBM IT services to commercial accounts. Met all financial commitment to both IBM and the customer while achieving customer satisfaction and contracted service levels. In parallel managed direct report staff including career and educational development, performance evaluation and associated HR requirements. • Leader of globally diverse teams to provide IT services to end users, applications, business units and companies • Developer of IT strategy including system refresh, virtualization, consolidation, security and network • Ability to represent complex ideas, designs and concepts to all levels of management from technicians to C-suite • Delivery leadership of teams providing Help Desk, Deskside Support, Mainframe, Distributed, Security, ID Administration, e-Mail, Network and Architecture • Accountable for achieving system and application availability and service level metrics • Process developer for mission critical operational support and incident resolution • Portfolio manager of staff that implements the IT strategy, organically growing the environment and implementation of system currency including the project governance, deliverables, communication plans, prioritization and implementation staffing • Development, measurement and achievement of 1, 3 and 5 year financial budgets • Leader for all internal and external audits including financial, SOX, Payment Card Industry, Key Controls and SSAE16