United States
Tech-forward Executive with proven record of scaling Customer and Services organizations in high-growth global SaaS. Drives AI-powered customer journeys to accelerate adoption, deepen value, and grow NRR. Combines operational excellence, customer obsession, and product ownership to deliver measurable value, improve retention and expansion. Transformation agent partnering across the C-Suite to influence board-level strategy and drive scalable growth & margin.
Own Global Customer Experience & Success for the global leader in AI-powered contract intelligence. Have built a global organization of solution and value advisors that are helpng over 30 of the Fortune 100 to realize the full intent of millions of commercial agreements. The team has driven significant improvements in NPS and customer experience along with high retention and expansion.
Led the Professional Services, Customer Success, and Renewals organizations for a Global $280M ARR Software Business including revenue and renewal operations, delivery, forecasting, and execution. Transformed the Customer Success organization following private equity driven acquisitive growth then acquisition by a public company to focus on net dollar retention, renewals execution, account management strategy, and value realization. Optimized the renewal process and business of over 6k annual renewals to drive an 88% reduction in late renewals and reduction in $7M of revenue on hold by driving an improved renewals process. Delivered 100% NRR w/ $4M in price uplift and $6.5M upsell at time of renewal while executing EOL across legacy solutions.
- Executive owning Solution Adoption and Value Realization, responsible for adoption operations, monitoring, engagement, and churn mitigation across SAP's enterprise cloud solutions (~$7B ACV) - Led a global organization of over 200 expert value and solution advisors that increase revenue, improve renewal rates, and enhance customer value realization across all SAP cloud software areas (SaaS and PaaS) - Transformed and consolidated 11 SAP cloud adoption organizations to be both commercially minded and customer outcome focused by establishing key success measures, customer engagement and adoption tracking, and introducing a business intelligence program enabling both proactive customer engagements and scalable adoption programs.
- Consistent career progression over 10 years of service, including 7 promotions and requests by leadership to increase scope of responsibilities. Starting as an individual contributor culminating in leading a global organization of expert value and solution advisors that delivered customer retention and increased revenue. - Led and participated in multiple board level initiatives over the eight years of SAP integrating global cloud acquisitions; including M&A integration, product, platform, strategy, and organizational transformations.
- Led Ariba’s West region managing a team of 10 customer success managers who grew revenue and delivered 121% and 118% of quota in 2015 and 2014 respectively by improving employee engagement and executing a customer segmentation strategy - Managed over $80M in Annualized Cloud Revenue by quickly building relationships and establishing trust with senior IT and Finance executives at key strategic accounts such as American Express, Apple, Chevron, Disney, Google, HP, and Microsoft. - Turned declining region into the global top performing region by recruiting, hiring, training, and enabling a full team of new Customer Success Managers due to previous turnover and to upskill the talent of the organization
- Led a global organization of expert value and solution advisors that delivered increased revenue Generated an average 12% improvement in annualized renewal rates and grew revenue by an incremental $80M by developing an engagement model based on business intelligence and insights to proactively engage in key under adopted customers - Increased customer adoption of value driving, sticky features and business processes by introducing business intelligence to identify key under adopted features and determining content creation needs and scalable adoption campaigns - Grew team by over 100% annually in headcount, customers engaged, and revenue growth by instituting customer and commercial outcome tracking to influence leadership in allocating growth budget
- Led Ariba’s West region managing a team of 10 customer success managers who grew revenue and delivered 121% and 118% of quota in 2015 and 2014 respectively by improving employee engagement and executing a customer segmentation strategy - Managed over $80M in Annualized Cloud Revenue by quickly building relationships and establishing trust with senior IT and Finance executives at key strategic accounts such as American Express, Apple, Chevron, Disney, Google, HP, and Microsoft. - Turned declining region into the global top performing region by recruiting, hiring, training, and enabling a full team of new Customer Success Managers due to previous turnover and to upskill the talent of the organization
- Led a global services delivery organization of technical and project management resources - Reduced supplier onboarding and delivery time by 33% from 12 to 8 weeks and increased the monthly throughput by 50% in less than 3 months by implementing project tracking, process tracking and waste reduction, shifting from hour tracking to outcome-based goals, and instituting a training and enablement program to upskill the organization
Customer Success Manager for AT&T’s top Infrastructure as a Service (IaaS) customers. Built deep relationships and established trust with key customer's CIO and senior IT executives.
Managed the Ariba Professional Services team for AT&T Business Solutions. Driving sales and delivery of consulting, implementation, and enhancement services.