Greater Chicago Area
A visionary enterprise technology and FinTech executive with 10 years of leadership commanding professional services, digital transformation, and business operations across global SaaS ecosystems. Proven track record of spearheading high-complexity agentic AI programs and managing enterprise accounts while consistently outperforming targets. Supported by a strong foundation in strategy consulting, customer experience, and artificial intelligence. An accountable leader adept at cultivating continuous alignment, building high-performing cultures to foster organizational growth and retention through strategic collaboration and operational excellence, synchronizing cross-functional Go-to-Market and Sales divisions to maximize long-term platform value.
- Cultivate strategic C-suite partnerships to ensure executive alignment on value realization and long-term digital transformation goals. - Champion the "Speed to Value" methodology across a complex portfolio of SaaS integration programs, continuously refining service delivery frameworks and training tools to accelerate time-to-value for enterprise clients. - Lead and mentor a high-performing regional team of Program Directors, overseeing professional development, performance reviews, and the implementation of consulting best practices to drive a culture of accountability. - Drive regional growth and retention by collaborating with Sales on contract reviews and hiring strategies, while proactively identifying churn risks and partnering with Product Management to develop segment-specific solutions.
- Drive customer value realization and accelerates time-to-value by leading cloud-based SaaS integration programs for Fortune 500 clients, serving as a key transformation partner. - Manages a portfolio of 15+ accounts with 30+ complex programs, developing enterprise-level success plans to monitor and validate KPIs and value drivers, exceeding performance targets by 110%. - Stewarded a cross-functional organization of 25+ direct and indirect reports as Interim Midwest & Canada Segment Lead / AVP, establishing seamless alignment across Go-to-Market, Sales, and Consulting divisions. - Identified and capitalizing on upselling and cross-selling opportunities, resulting in an additional $3.5M in services sales. - Directs complex HighRadius implementations, overseeing swift planning, scope definition, and effective organizational change management to mitigate technical adoption risks. - Fostered collaboration and high performance within agile, global teams for rapid delivery.
- Served as a trusted advisor and transformation partner for over 15 key customer relationships, guiding their cloud journey and ensuring high satisfaction through successful project delivery and solution adoption. - Spearheaded business development for SAP CX engagements, aligning customer priorities with target architectures and roadmaps to exceed $2M in services sales over 12 months. - Led multiple complex SaaS project teams and served as Interim Consulting Manager for 20 direct reports, fostering collaboration with Go-to-Market, Sales, and Customer Success Partner teams to enhance customer proximity and experience. - Enhanced impact on customer business goals by identifying add-on services opportunities, maximizing business value through SAP CX technology solutions and promoting SAP best practices. - Served as Interim Consulting Manager for SAP CX Services, overseeing 20 direct reports and fostering collaboration with Go-to-market, Sales, and Customer Success Partner teams.
- Provided deep analytical expertise in identifying, evaluating, and documenting system requirements for end-to-end architectural designs. - Contributed to a Design Thinking team to redesign the Success and Service Delivery Model, maximizing efficiency and aligning with the strategic goal of architecture effectiveness. - Led ‘Meet the Expert’ sessions on the SAP CX Commerce product, promoting SAP best practices for the SAP Partner ecosystem. - Directed cross-functional project delivery teams in the identification and resolution of business or systems issues. - Member of the Design Thinking team to redesign the Success and Service Delivery Model to maximize efficiency, effectiveness, and customer satisfaction.
- Provided foundational functional and technical expertise on the SAP Hybris platform, bridging the gap between business requirements and development teams on strategic projects. - Leveraged analytics to improve KPIs and project outcomes on strategic SAP Hybris Commerce projects. - Ensured successful project delivery and championed accountability. - Facilitated efficient collaboration and issue tracking.
- Demonstrated strong business acumen by spearheading a cost-saving initiative that reduced the IT budget by $1.5 million through strategic business process improvements. - Managed over 7 simultaneous enterprise-level projects, including a major PaaS integration involving over 1000 servers, showcasing experience with hybrid solution landscapes. - Served as a key liaison between business units, technical teams, and vendors. - Identified and implemented business process improvements across all business units.
- Gathered and elicited technical requirements from internal/external customers. - Applied Agile Scrum and SDLC principles, aligning with ITIL Service Strategy methodologies. - Enhanced User Acceptance Testing by rewriting test scripts. - Developed a custom Knowledge Management Portal, significantly improving agent productivity. - Led a conversion project for standardizing and migrating documents into the BMC Knowledge Management system.
- Principal IT lead for customer startup projects, providing project leadership and consulting. - Engaged with clients at all levels, from C-Suite to new hires, to add value through IT solutions. - Managed project timelines and communication, acting as the liaison between customers and teams. - Defined project scope and enhanced Statements of Work. - Developed key documentation and processes. - Improved SharePoint and Remedy knowledge bases.
- Led second and third shift agents as the primary on-call escalation point for issues and outages. - Acted as the lead support agent for 43 client companies. - Proficient in ticketing systems including BMC Remedy, Cosima, and AutoTask.
- Maintained and managed software and hardware on 150+ computers; Windows and Mac. - Supported students, teachers, and faculty.