United States
I am a Revenue, Customer, and Services Executive who builds and transforms customer, account, and services organizations that protect recurring revenue, expand accounts, and improve outcomes from implementation through renewal. I operate across Professional Services, Account Management, Customer Success, Support, Renewals, and Value Realization. Throughout my career, I have led and scaled teams responsible for strategic accounts, delivery governance, adoption, expansion, renewals, and operating performance across SaaS, platform, AI, and services businesses. My operating style is grounded in clear ownership, predictive execution, cross-functional alignment, and repeatable playbooks. I build AI-enabled operating models that combine customer telemetry, commercial data, support signals, sentiment, predictive health scoring, and executive governance to identify risk earlier, improve renewal predictability, and prioritize expansion. I am a builder, and my passion is turning fragmented post-sale motions into durable growth engines. Value Creation Highlights: Customer & Revenue Scale: Built a global customer organization from the ground up to 100+ resources, supporting a business that scaled to $400M+ ARR while delivering 112%+ NRR. Commercial Transformation: Overhauled the post-sale motion across a $280M ARR account base, reducing late renewals by 88% and capturing $10.5M in price uplift and expansion upsell; turned around a declining $60M ARR region into the top-performing market unit at 121% of target. Services Excellence: Led a 100+ resource Professional Services organization, standardizing workflows, content, and accelerators to reduce strategic supplier time-to-value by 33% while improving delivery throughput and consistency. AI-Enabled Operations: Embedded AI, analytics, and customer telemetry into customer operating workflows to improve risk detection, forecast accuracy, proactive engagement, and executive decision-making. Operating Transformation: Directed 200+ adoption and value realization professionals globally at SAP, consolidating 11 disparate teams into a unified cloud adoption framework to strengthen renewal execution, governance, and customer outcomes. I believe AI will fundamentally redefine Customer Success, Account Management, Professional Services, Support, and Renewals into accountable, metrics-driven growth functions delivering measurable customer and business outcomes - not reactive support organizations.
Built the global Customer Success and Experience organization from the ground up to scale Customer Experience capabilities across coverage strategy, executive governance, health scoring, adoption playbooks, renewal-risk management, and value realization. Key Operational & Value Highlights: Scaled and Evolve Global Architecture: Expanded and evolved the global Customer Success and Experience organization across adoption, value realization, executive engagement, account governance, and renewal readiness. Instituted Commercial Risk Frameworks: Embedded advanced customer health, adoption, and risk-management frameworks to surface retention risk earlier, reduce late-renewal exposure, and protect the recurring revenue base. Modernized Workflows via AI & Telemetry: Overhauled traditional account workflows through analytics, customer telemetry, support signals, and AI-enabled operating models to improve risk visibility, forecast confidence, and proactive engagement. Deployed Scalable Engagement Playbooks: Standardized and deployed customer engagement playbooks across high-touch and scaled motions to improve consistency, compress time-to-value, and optimize delivery outcomes. Orchestrated Cross-Functional Governance: Directed partnership across Sales, Product, Services, Support, Finance, and executive leadership to strengthen enterprise account governance, prioritize expansion opportunities, and align customer outcomes with business performance.
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.