Experience

Technology Services Industry Association (TSIA)

• Senior Vice President, Customer Success

  • 2011 - Present

  • Leads Customer Success team responsible for client engagement, renewal and expansion performance in research and advisory services across a client base of 700 technology companies • Oversees constant innovation of services model and business processes, organizational design and talent management, and analytics toolkit and systems; to drive exceptional customer experience and business outcomes • Achieved 4x ARR growth in between 2012-2018 through consistent gains in client adoption/health, client and subscription renewal rates, CSAT/NPS scores, average selling price, and account cross-sale performance; while also delivering increasing contribution margins Show less



Bartram Associates

• United Kingdom
• Hospitals and Health Care
• 1 - 100 Employee

• Managing Director

  • 2009 - 2011

  Provided strategic research and advisory services to corporate clients. Sample engagements: • Collaborated with a >$10B aerospace and defense manufacturer to conduct customer journey mapping and develop a Customer Experience program in support of a major product launch • Advised a global real estate research firm on the design and rollout of a premium subscription offering, which subsequently exceeded first year client growth and revenue targets • Partnered with a >$10B mobile device company on market channel strategy, including the development of a channel partner strategy to grow the firm’s enterprise business • Collaborated with a >$50B software company in an aggressive BPO vendor consolidation effort across a range of functions, including IT, finance & accounting, and sales & support • Worked with a $50B+ CPG company to identify technology-driven opportunities to improve “procure-to-pay” performance • Advised a leading consultancy on a CFO engagement strategy leveraging strategic publications and events; effort grew to 10 markets with more than 5,000 participating CFOs and finance executives, successfully promoting the firm's thought leadership brand and service offers Show less



CEB, now Gartner

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Practice Manager

  • 2006 - 2009

  • Oversaw end-to-end business and product operations for research and advisory practices serving Global 1000 senior executives, with P&L accountability and cross-functional management responsibility of global sales, customer success, and research staff• Achieved aggressive revenue growth and margin targets for practices ranging from $5M-$40M in size, through improvements in product quality (top-quartile client feedback scores), product innovation (launching an industry-leading analytics offering), and a commitment to customer success (significant increases in client adoption and renewal rate performance)• Captured >30% client base growth through product extension and new market expansion• Named to the firm's Senior Leadership Council in 2007 Show less

• Senior Director

  • 2004 - 2006

  • Oversaw all best-demonstrated practice and benchmarking research for a practice serving >200 Global 1000 real estate executives

• Chief Of Staff, Office of the Chairman and CEO

  • 2002 - 2004

  • Responsible for strategic projects and administration of management and governance meetings, including Executive Team, Board of Directors, Business Unit and International Market Reviews, and New Product Development• Developed the firm's first 3-year growth strategy in collaboration with the CFO and divisional executives, including modeling the company's revenue growth model, forecasting key risks and constraints, analyzing strategic options, and developing business-by-business plans to double revenue in 3 years• Reorganized the company's account management structure to increase adoption, improve service quality, and increase subscription renewal rates; Led numerous initiatives designed to improve sales force effectiveness Show less

• Manager, Research

  • 2000 - 2002

  • Managed a team of research associates delivering custom research engagements for a client base of >500 global heads of Operations, Supply Chain and Procurement; engagements achieved strong member feedback and numerous firmwide awards• Sat on Program Leadership team for CEB's two newest practice launches; achieving the highest first year growth rate in firm history, and top decile subscription renewal rates

• Associate, Research

  • 1999 - 2000

  • Managed custom research engagements commissioned by a client base of leading global COOs, including Alcoa Inc., Cisco Systems, Intel, Nokia, Procter & Gamble, Rolls-Royce plc, Starbucks, Toyota and Xerox