Fort Lauderdale, Florida, United States
I build the systems that turn strategy into measurable results. As a digital transformation and customer success leader, I lead complex technical programs spanning AI-enabled operations, product discovery, and enterprise workflow transformation. My strength is operational leadership cutting through ambiguity, aligning people and systems, and scaling execution. I’m curious, future-focused, and grounded in experience. I am willing to reset, learn, and adapt because that is where meaningful innovation happens. I bring a practical, human-centered lens to transformation, connecting strategy to execution, adoption, and measurement to drive faster, smarter, and more durable outcomes. Focus areas: Digital Transformation | Customer Success | AI-enabled Operations | Enterprise Workflows | Product Discovery | Operational Leadership
I lead strategic initiatives that transform customer success experiences at Microsoft. - Design a repeatable operating model, including squad structure, product ownership, intake pathways, decision rights, and cross-functional collaboration patterns. - Establish clear roles, responsibilities, and engagement models across engineering, business, analytics, and customer-facing stakeholders to improve accountability and execution speed. - Define success metrics and adoption KPIs to measure AI program effectiveness, usage, quality, reliability, satisfaction, productivity, and value realization. - Operationalize enterprise transformation by connecting product discovery, engineering delivery, telemetry, go-to-market readiness, change management, user feedback, and scalable governance patterns.
Led product strategy and launch of a cross-organizational digital experience connecting customer deployment and customer success teams through shared workflows, integrated tools, signals infrastructure, and a unified customer view. - Enabled 350+ technical advisors and 100+ customer success specialists to coordinate customer activity, improve handoffs, and track shared outcomes through repeatable product workflows. - Designed a scalable customer engagement playbook and data model that standardized deployment processes and supported a consistent worldwide customer experience. - Drove measurable product adoption and enablement outcomes by improving usage growth, increasing customer project creation, and strengthening cross-team coordination and accountability.
I designed and improved delivery processes aligned to scorecard priorities, enabling global teams to scale consistent customer engagement, deployment execution, and business value realization. - Architected, designed, and launched the M365 FastTrack Growth Playbook to support the shift from usage-focused delivery to growth and transformation motions across Microsoft 365 commercial customers. - Created scenario-first guidance for Modern Work Architects, aligning customer engagement to enterprise sales plays, workload deployment paths, and product value realization. - Delivered the playbook in two months by partnering across program management, tooling, engineering, regional teams, customer solution architects, and product subject matter experts. - Established a global calibration program with regional focus groups to gather feedback, identify gaps, and continuously improve playbook guidance across growth priorities and regional delivery needs.
Developed market intelligence studies to drive execution of lead generation marketing programs for Citrix’s five hundred million dollar regional business. Launched and managed Citrix’s custom Lead Generation Program with outsourced telemarketing sales team to drive revenue in targeted industry verticals.
Build and managed the Nortel/Microsoft relationship at the district level by demonstrating partnership differentiators and aligning joint customer strategies selling direct and through channels. Championed MSFT/Nortel UC solution through sales enablement of field sales force by training, creating solution positioning and customer specific value propositions to drive sales closure.
Served as a business consultant to customers through the delivery of creative commercial solutions, market analysis and go-to-market strategies aligned with customer priorities and business challenges.