North Bend, Washington, United States
25+ years of experience leading global teams at Microsoft to drive customer success and operational excellence, with expertise in strategic initiatives, change management, and delivering impactful business outcomes.
Taking some time to have some fun and relax after a 25-year career at Microsoft, Spending time Mountain Biking, Skiing, traveling and visiting family and friends as I figure out what is next.
Led a team that drove the role evolution and launch of the Customer Success Account Manager role globally as a key role in driving post commit Customer Success for all Enterprise Customers. This included creating the operational guidance to enable the alignment and orchestration of our key customer facing Account team roles.
Responsible for the design and creation of the Service Delivery Management delivery experiences that meet customer experience goals and align to business model requirements for Microsoft’s new Commercial Support Offering “Unified Support” that is replacing our current Premier Support Offerings which serves over 12,000 Commercial Customers. Created margin analysis up to leadership to highlight risks and challenges of model to meet margin targets which resulted in updated minimum pricing to better enable business to meet goals on more than $3Billion dollar business.
Driving change management programs impacting 4,500 Account Aligned Relationship and leadership roles for Microsoft Services and Support business focusing on evolving business for Cloud and Digital and new business models to support Revenue, Delivery Margin and Customer Satisfaction goals.