Bellingham, Washington, United States
Truth and transparency opens gates to strong debate, the development of trusted relationships and progress. Over the past few companies/opportunities and leadership roles I've had the opportunity to work across many functions and geographies. It's been an amazing journey, tons of learning, tons of new people, tons of new things. Additionally, the changes in technology we're all experiencing is keeping work and life interesting and leading us all to new opportunities to evolve as people, leaders, etc.
As Senior Vice President of Customer Success at Socure, a leader in digital identity verification and fraud prevention, I lead a global organization spanning Technical Project Managers, Strategic Account Managers, Development Support Engineers, and 24x7 Technical Support Engineers. Together, we drive customer success by ensuring seamless implementation, delivering exceptional support, and optimizing identity verification performance at scale. Our mission is to deliver unparalleled customer value by: Accelerating Time to Value (TTV), ensuring rapid and effective integration of Socure's solutions, enabling clients to swiftly realize benefits. Delivering the Most Optimized Identity Models and Performance. Partnering with customers to maximize the accuracy and efficiency of Socure’s identity verification and fraud prevention solutions. Managing Strategic Post-Sales Relationships by collaborating closely with clients to understand their evolving needs and aligning our services to support their success. In addition, I lead initiatives to enhance operational efficiency by integrating Generative AI agents, streamlining processes, and elevating the overall customer experience. Through these efforts, we aim to uphold Socure's commitment to verifying 100% of good identities in real-time and eliminating identity fraud on the internet.
At Forter I've been blessed to lead the Delivery Organization which consists of Customer Success, Customer Support and our Implementation Services teams. What do these teams do? They start and end each day focused on customer outcomes. We protect our customers business from online fraud, policy abuse, identity takeover and much more. The Forter product and teams truly enable amazing results for our customers resulting in a safer online shopping experience and tremendous ROI. Outside of customer outcomes, in this role I'm accountable for TTR and NDR as core financial metrics driving the success of our business. We carry responsibility for Customer Success leads, renewal outcomes and much more. It's an amazing team and company with world class customers who trust us each day to mitigate risk and protect their online revenues.
Helping Snyk's customers realize their security goals. The goal, empower every modern developer in the world to develop fast and stay secure. Snyk provides a platform to secure all of the critical components of today’s cloud native application development including the code, open source libraries, container infrastructure, and infrastructure as code. Snyk’s developer-first approach enables technology-driven companies to scale security in today’s fast-paced digitally transforming world.
I'm starting and leading a team whose focus is to: Accelerate success and boost retention by focusing on customer outcomes and value realization throughout the customer life cycle. In this role we're investing in CSM's across the globe to address customer opportunities to engage in new and meaningful ways. With a keen focus on customer outcomes and partnerships with both customers and the Akamai GTM teams.
In this leadership role the team and I leverage our technical and business acumen across internal and external teams to address macro and micro trends impacting Akamai’s business. We partner across Sales, Engineering and Product teams to prioritize customer needs and outcomes via technical, customer and market/vertical expertise. We represent Sales in Akamai’s product governance program while also representing field sales in multiple corporate programs impacting field GTM, Customer Success and M&A. As well as seeking and qualifying strategic partnership with the intent to increase net revenue growth or provide for a critical customer solution or outcome. We support complex and critical client renewals, while also developing opportunities within the install base for new product sales and emerging product opportunities: Blockchain, PaaS, CIAM, Personalization.
The Customer Solutions Group (CSG) is instrumental in defining the strategy, alignment and delivery of a world-class professional services organization. This role is critical to accelerating Akamai's growth by enabling customers to rapidly and successfully adopt our advanced products and technology. This role participates and is responsible for driving significant revenue growth through building and leading a global team of employees and partners to provide strategic services and technology expertise to customers. • Defining the global services growth strategy and execution to achieve desired results and maximize productivity. • Working in a matrixed fashion with the other services delivery and fulfillment organizations to meet customer goals. • Building world-class delivery centers with a portfolio of services to support Company’s technology roadmap. • Assessing and potentially driving strategic acquisitions with execution plans to ensure complete integration, adoption and proliferation of acquired IP with minimal resource loss. • Manage and grow existing geographical professional services teams with a focus on services-led selling and engagement. • Define and evolve Company’s services offering portfolio to support successful deployment of Company’s products and enable growth in Company’s emerging businesses, such as multi-cloud/Hybrid cloud, mobility, and networking and security. • Ensure the Professional Services team is exceeding customer expectations and delivering industry-leading levels of customer satisfaction. • Build relationships and maintain alignment across key Company functions – including core sales, engineering, and customer support – to deliver a smooth customer experience from sales through delivery and post-sales support. • Engage our product leadership to influence and shape our future product and solutions portfolio.