Experience

Unbabel

• United States
• IT Services and IT Consulting
• 300 - 400 Employee

• Vice President Customer Operations

  • Feb 2021 - Present

• Global Director Customer Success

  • Feb 2020 - Feb 2021



Qlik

• United States
• Software Development
• 1 - 100 Employee

• Senior Director, Global Customer Success

  • Jan 2018 - Dec 2018

  Leading Qlik's global Customer Success footprint. High focus on execution of corporate goals and measuring the success of our customers while continuing to grow and hire scarce talent. Very driven toward wildly successful customers and happy relationships around the globe.

• Director Customer Success

  • Mar 2015 - Jan 2018

• Senior Customer Success Manager - Americas West

  • Apr 2013 - Mar 2015

  Customer Success Manager for Enterprise accounts at Qlik - a leading provider of business intelligence software. Responsible for wildly successful customers and happy relationships.



ConnectAndSell, Inc

• United States
• Software Development
• 1 - 100 Employee

• VP Services

  • Apr 2012 - Mar 2013

  Bringing Executive leadership to a startup in a new industry category, conversation automation. Role includes providing vision and direction to Services and Implementation organization. Bringing Executive leadership to a startup in a new industry category, conversation automation. Role includes providing vision and direction to Services and Implementation organization.



Microsoft Corporation

• United States

• Sr. Program Manager

  • Jan 2011 - Apr 2012

  As an experienced data management leader I am responsible for all content related to the Microsoft Agora mobile platform including content management system design, research and testing, data processing, and implementation. • Own the multi-level content relationship with customers including retailers Tesco, Meijer, and Fresh&Easy • Researched and sourced 3rd party content to augment retailer content gaps • Managed relationships with outside vendors providing data services via… Show more As an experienced data management leader I am responsible for all content related to the Microsoft Agora mobile platform including content management system design, research and testing, data processing, and implementation. • Own the multi-level content relationship with customers including retailers Tesco, Meijer, and Fresh&Easy • Researched and sourced 3rd party content to augment retailer content gaps • Managed relationships with outside vendors providing data services via API • Developed numerous business requirements and developer specifications within an Agile environment for content management of complex product and offer data • Designed content management tools for ingest, processing, and augmentation of product data for use in mobile applications by retailers • Developed reporting standards for monitoring customer data throughout the process Show less As an experienced data management leader I am responsible for all content related to the Microsoft Agora mobile platform including content management system design, research and testing, data processing, and implementation. • Own the multi-level content relationship with customers including retailers Tesco, Meijer, and Fresh&Easy • Researched and sourced 3rd party content to augment retailer content gaps • Managed relationships with outside vendors providing data services via… Show more As an experienced data management leader I am responsible for all content related to the Microsoft Agora mobile platform including content management system design, research and testing, data processing, and implementation. • Own the multi-level content relationship with customers including retailers Tesco, Meijer, and Fresh&Easy • Researched and sourced 3rd party content to augment retailer content gaps • Managed relationships with outside vendors providing data services via API • Developed numerous business requirements and developer specifications within an Agile environment for content management of complex product and offer data • Designed content management tools for ingest, processing, and augmentation of product data for use in mobile applications by retailers • Developed reporting standards for monitoring customer data throughout the process Show less



MFG.com

• France
• Information Technology & Services

• Director of Product Management

  • 2008 - 2011

  Responsible for US product management organization and all global initiatives with the world’s leading online manufacturing marketplace. Team has consistently met or exceeded all deliverables. • Consult with international stakeholders from US, Europe and Asia to identify global business needs and objectives. • Prioritize product enhancements for product release cycle based on business priority, operational readiness, impact to current operational procedures, global momentum and… Show more Responsible for US product management organization and all global initiatives with the world’s leading online manufacturing marketplace. Team has consistently met or exceeded all deliverables. • Consult with international stakeholders from US, Europe and Asia to identify global business needs and objectives. • Prioritize product enhancements for product release cycle based on business priority, operational readiness, impact to current operational procedures, global momentum and multi-lingual scope of the product environment to ensure the support of MFG.com’s overall strategy and goals. • Manage team execution from business requirements gathering through to functional specification documentation. • Educate and demonstrate core products to clients, internal business and technology stakeholders. Show less Responsible for US product management organization and all global initiatives with the world’s leading online manufacturing marketplace. Team has consistently met or exceeded all deliverables. • Consult with international stakeholders from US, Europe and Asia to identify global business needs and objectives. • Prioritize product enhancements for product release cycle based on business priority, operational readiness, impact to current operational procedures, global momentum and… Show more Responsible for US product management organization and all global initiatives with the world’s leading online manufacturing marketplace. Team has consistently met or exceeded all deliverables. • Consult with international stakeholders from US, Europe and Asia to identify global business needs and objectives. • Prioritize product enhancements for product release cycle based on business priority, operational readiness, impact to current operational procedures, global momentum and multi-lingual scope of the product environment to ensure the support of MFG.com’s overall strategy and goals. • Manage team execution from business requirements gathering through to functional specification documentation. • Educate and demonstrate core products to clients, internal business and technology stakeholders. Show less



Epsilon

• United Kingdom
• Accounting

• Director, Account Management

  • 2007 - 2008

  Responsible for driving business growth through regional Account Managers in the B2B direct marketing space. High profile accounts managed included Staples, Taylor Corp., and Fred Pryor Seminars. • Implemented minimum 10% testing campaigns to generate higher future income • Generated 12% growth from successful testing on new products • Stabilized and returned to growth $8M book of accounts Responsible for driving business growth through regional Account Managers in the B2B direct marketing space. High profile accounts managed included Staples, Taylor Corp., and Fred Pryor Seminars. • Implemented minimum 10% testing campaigns to generate higher future income • Generated 12% growth from successful testing on new products • Stabilized and returned to growth $8M book of accounts



NextAction

• Denmark
• Professional Training and Coaching

• Director, Product Data Operations

  • 2005 - 2007

  As an integral part of this direct marketing company’s success, I evaluated and reorganized the product data processing organization to be more efficient and produce more accurate product classifications. • Directed daily product data operations including 6 data specialists. • Introduced unique priority and quality management processes to effectively manage an average daily queue of 250+ unique files totaling more than 1 million items. • Designed, directed and project managed the… Show more As an integral part of this direct marketing company’s success, I evaluated and reorganized the product data processing organization to be more efficient and produce more accurate product classifications. • Directed daily product data operations including 6 data specialists. • Introduced unique priority and quality management processes to effectively manage an average daily queue of 250+ unique files totaling more than 1 million items. • Designed, directed and project managed the implementation of process improvements that included software re-engineering to increase quality and minimize errors. • Introduced and implemented Oracle dataminer software in a unique and unproven environment. The software was manipulated to statistically evaluate quality of content based on historically classified product data. As a result productivity has realized a minimum 30% improvement. Show less As an integral part of this direct marketing company’s success, I evaluated and reorganized the product data processing organization to be more efficient and produce more accurate product classifications. • Directed daily product data operations including 6 data specialists. • Introduced unique priority and quality management processes to effectively manage an average daily queue of 250+ unique files totaling more than 1 million items. • Designed, directed and project managed the… Show more As an integral part of this direct marketing company’s success, I evaluated and reorganized the product data processing organization to be more efficient and produce more accurate product classifications. • Directed daily product data operations including 6 data specialists. • Introduced unique priority and quality management processes to effectively manage an average daily queue of 250+ unique files totaling more than 1 million items. • Designed, directed and project managed the implementation of process improvements that included software re-engineering to increase quality and minimize errors. • Introduced and implemented Oracle dataminer software in a unique and unproven environment. The software was manipulated to statistically evaluate quality of content based on historically classified product data. As a result productivity has realized a minimum 30% improvement. Show less



Requisite Technology

• United States
• Software Development
• 1 - 100 Employee

• Strategic Account Manager

  • 2004 - 2005

  Responsible for the success of Requisite’s most strategic accounts including: Chevron, BASF, Air Products, Fastenal, and Eastman Kodak. • Carried quota of $5.5M and exceeded goal by $1M. • Built strong, successful relationships with customer base to secure long-term commitments. • Demonstrated ability to move customers through business cycle, negotiate terms, and close business in a challenging market environment. Responsible for the success of Requisite’s most strategic accounts including: Chevron, BASF, Air Products, Fastenal, and Eastman Kodak. • Carried quota of $5.5M and exceeded goal by $1M. • Built strong, successful relationships with customer base to secure long-term commitments. • Demonstrated ability to move customers through business cycle, negotiate terms, and close business in a challenging market environment.

• Director, Global Account Management

  • 2001 - 2003

  Responsibilities include managing a team of 10 Account Managers globally with over 80 fortune 500 accounts, valued at $60 million, to establish and maintain high customer satisfaction. • Developed and implemented new department including hiring of staff, and creating new processes and procedures to support customer base. • Instrumental in increasing customer approval and increasing revenues by 10% through additional sales of existing services and products. • Instituted detailed… Show more Responsibilities include managing a team of 10 Account Managers globally with over 80 fortune 500 accounts, valued at $60 million, to establish and maintain high customer satisfaction. • Developed and implemented new department including hiring of staff, and creating new processes and procedures to support customer base. • Instrumental in increasing customer approval and increasing revenues by 10% through additional sales of existing services and products. • Instituted detailed customer project plans including timelines, key milestones, and goals, resulting in a 15% increase of delivery commitments and customer satisfaction increase of 25%.

• Director Project Management

  • 2000 - 2001

  Managed a team of 15 Project Managers covering U.S. and international customers responsible for initial requirement gathering and consultative services. • Created processes, documentation and support for new start-up products and services, resulting in the establishment and maintenance of an excellent rapport with a multitude of customers, vendors, and partners. • Improved all aspects of customer interaction through post-mortem analysis and feedback of initial customers. Increased… Show more Managed a team of 15 Project Managers covering U.S. and international customers responsible for initial requirement gathering and consultative services. • Created processes, documentation and support for new start-up products and services, resulting in the establishment and maintenance of an excellent rapport with a multitude of customers, vendors, and partners. • Improved all aspects of customer interaction through post-mortem analysis and feedback of initial customers. Increased efficiencies in communication, processes, and project execution. • Consultant to senior management on issues related to process improvement, automation, and customer relations.