Independence, Ohio, United States
With more than 20 years of experience leading client services, enterprise project delivery, and technical implementation organizations, I have built my career around delivering complex business and technology solutions that create measurable value for customers. My experience spans relationship management, program and project management, PMO development, operational leadership, and managing global services organizations supporting enterprise software implementations. I enjoy building high-performing teams, developing future leaders, and creating scalable processes that improve delivery excellence and customer outcomes. In my current role as Manager of Global Services at Hyland Software, I lead technical delivery and project management teams responsible for implementing enterprise content management and digital transformation solutions for organizations across multiple industries. I oversee delivery strategy, resource planning, portfolio health, operational performance, customer escalations, and cross-functional collaboration while partnering with executive stakeholders to ensure successful customer adoption and long-term success. Throughout my career, I’ve led PMO initiatives, managed enterprise software implementations, directed cross-functional teams, and successfully delivered projects from discovery through deployment while balancing scope, schedule, budget, and quality. I believe successful leaders empower people first. I’m passionate about coaching and mentoring teams, fostering collaboration, and continuously improving the way organizations deliver value. Whether building delivery organizations, driving strategic initiatives, or partnering with customers to solve complex business challenges, I focus on creating trusted relationships, developing talent, and delivering results that make a lasting impact.
Lead multiple technical delivery and project management teams responsible for the successful implementation of Hyland’s enterprise software solutions across diverse customer environments. Drive operational excellence by establishing delivery strategies, optimizing resource utilization, and ensuring consistent execution of complex implementation projects. Partner with executive stakeholders, sales, consulting, and product teams to align customer objectives with business outcomes while fostering a high-performing, customer-focused organization. Key Responsibilities: * Lead managers, project managers, and technical implementation teams delivering enterprise software deployments for customers across multiple industries. * Oversee project portfolio health, delivery performance, financial results, resource planning, and customer satisfaction. * Develop and execute strategic initiatives that improve implementation methodologies, operational efficiency, and service quality. * Collaborate with Sales, Professional Services, Product Management, and Customer Success to ensure successful project execution and long-term customer adoption. * Provide executive-level communication, risk management, escalation resolution, and governance for high-profile customer engagements. * Coach, mentor, and develop leaders and individual contributors while building a culture of accountability, collaboration, and continuous improvement. * Drive process standardization, KPI reporting, forecasting, and operational planning to support organizational growth and scalability. * Champion continuous improvement initiatives focused on delivery excellence, customer experience, and employee engagement.
Managed complex, enterprise-level software implementation projects from discovery through production deployment, serving as the primary point of accountability for scope, schedule, budget, quality, and customer satisfaction. Partnered with cross-functional technical teams and customer stakeholders to deliver successful software solutions while proactively managing risks, dependencies, and organizational change. Key Responsibilities: * Directed all phases of enterprise software implementation projects from initiation through project closure using established project management methodologies. * Facilitated discovery sessions to define business requirements, implementation strategies, project scope, and technical solution design. * Led cross-functional teams including solution architects, technical consultants, developers, and customer stakeholders to deliver projects on time and within budget. * Managed project schedules, resource allocation, financial performance, change requests, and risk mitigation across multiple concurrent implementations. * Built strong executive and customer relationships through proactive communication, governance meetings, and issue resolution. * Identified and resolved project risks, escalations, and non-conformities while maintaining alignment with contractual commitments and customer expectations. * Coordinated implementation readiness, testing, training, go-live planning, and transition to customer support. * Consistently delivered high-quality implementations while driving customer satisfaction, operational efficiency, and long-term client success.
Responsible for the build out of the Project Management Office, project assets, research and implementation of web-based project & RFP management tools, process flows from Sales Support through hand off to the defined business unit. Responsible and accountable for the coordinated management of multiple related projects directed toward corporate & business objectives Lead teams of 10+ IT, BA/BSA, product, operations and marketing professionals in all phases of custom product & process solutions delivery (from requirements gathering through build, test phases, QA, launch and support) for Insurance Company, Employer Market, Association, and Financial Services clients. Write and distribute bid packages that clearly define the scope and general provisions of potential contracts Ensure that the project team understands all aspects of the prime contract relating to their respective responsibilities, and demonstrate a thorough understanding of the prime contract checklist and organizational structure.
Manage assigned $30M+ book of business which involved relationship management, oversight of the day-to-day operations of premium billing/collection process, distribution of commissions, reinsurance and profit share arrangements, policy implementation and distribution, adherence to carrier compliance requirements, elevated service issues and ongoing reporting for various AD&D, Term Life, Disability, HIP/HAP, Cancer, Auto/Home, Medicare Supplement, Dental and Long Term care insurance programs. Contract development, negotiation and implementation for insurance programs through multi-party agreements with brokers, clients and underwriting insurance companies. Design, implement and monitor yearly marketing budget, oversee marketing programs (direct mail, email, online, social media) for increased product distribution. Supervise and mentor Client Management Team. Complete scheduled reviews for growth and peer development Build sustainable relationships with partnered organizations to improve access/flow of information, establish coherent/effective workgroups, manage/communicate expectations, and identify subject matter experts. Spearheaded high-impact projects assigned by leadership such as designing and delivering process efficiencies, redesigning and reformatting training assets, onboarding of new clients. Cultivated organization’s culture, morale, and persona through leadership events.
Develop, implement, and manage sales/marketing programs for account acquisition and client retention Train existing and new employees on company software, products, technical issues, and sales techniques Successful in setting appointments and meeting with established book of business as well as potential clients for policy review and new product sales Responsible for Life Insurance, Fortis Health Insurance, Banking Products and Commercial Business products (i.e.: proposals, claims, new business)
Product & Technical Support for 35-40 Agents and their staff in the Cleveland Territory Responsible for developing and analyzing training programs to the Agents/Staff. Training programs entailed sales/marketing of our products, computer programs, office management and staff training/ licensing Conducted seminars to implement training programs with continued individual follow-up Successfully implemented and coordinated Staff Ambassador program – an incentive based program for Agent’s staff with travel rewards Training and Office development for the new Agents in the Cleveland Area