Chief Customer Officer

• Jul 2023 - Present

EVP of Customer Success

• Oct 2021 - Oct 2022

Recruited to expand and deepen customer relationships, automate and scale the business, and drive retention and growth for this leading global technology organization developing conversational commerce AI software with revenue of $366M+. Reported directly to the Chief Executive Officer and managed 350+ team members globally. - Created and implemented the foundational processes and tools needed to grow and scale the business effectively. - Met professional services revenue targets and reduced onboarding time by over 50%. - Improved overall net promoter score by 24 points by up-leveling and enhancing customer engagement and improving customer support responsiveness and resolution times. - Accelerated team productivity by 25% through aligned functions, tools, processes, and enhanced data visibility. - Enhanced overall customer success and growth by expanding core customer success responsibilities to include succession planning and account health management. Built a robust, streamlined customer journey with clarified roles and responsibilities for the customer-facing team. Show less

EVP and Chief Customer Officer

• Sep 2019 - Aug 2021

Hired into a leadership position for this technology company providing online brand management services using cloud-based network apps and search engines with nearly $300M in annual revenues. Tasked with transforming the customer success organization to drive scalable growth. Managed 380+ professionals globally and reported to the Co-Founder, President and COO. - Established mutually-beneficial customer relationships, improved gross retention, and reduced customer time to value. - Spearheaded technology implementations and process foundations. - Met and exceeded gross retention and professional services revenue targets. - Transformed the customer success organization by focusing on customer experiences and building a robust, streamlined customer journey with clarified roles and responsibilities for customer-facing teams. - Scaled team productivity by 20% through aligned functions, tools, processes and the creation of data visibility. - Grew Support and Consulting revenue by 75% YoY by developing key playbooks and programs, improving adoption and attach rates. Avoided productivity disruptions during the COVID-19 pandemic through fast decisions, quick implementations, and employee safety focus. Show less

SVP, Customer Success Group (North American Professional Services)

• Jan 2019 - Aug 2019

Promoted to lead and direct the North American Professional Services organization, including sales and delivery of advisory and consulting services. Led a team of 1,300+ staff and managed 1,000+ client engagements. Reported to the Executive Vice President of this customer relationship management services and enterprise solutions company with a revenue of $25B+.- Exceeded revenue, margin, and professional services bookings targets.- Generated $450M in professional services bookings and delivered $400M in revenue from professional services across the Salesforce product portfolio.- Scaled productivity by 15% through team improvements, book-to-bill ratio adjustments, and employee programs.- Expanded and enriched customer relationships at all levels of an organization through innovative solutions that resolved issues, reduced costs, and accelerated efficiency. Show less

SVP, Customer Success (Global Strategic Programs and Practices)

• Feb 2018 - Jan 2019

Spearheaded the creation of a cross-functional team to create and deliver strategic scale cloud adoption programs for internal customer success organization and external customer base. Managed 300 staff globally.- Delivered best-in-class services, capabilities, adoption, and value realization for customers by creating product-focused cloud practices in conjunction with the product team.- Integrated acquired companies into the Customer Success organization by creating an M&A program office and playbooks, minimizing customer and employee disruptions while accelerating time to value.- Captured data-driven insights to assist customer success leaders with portfolio risk identification and highlighting impactful action options to mitigate risk. Show less

SVP, Customer Success Group (North American Enterprise Business Unit)

• Feb 2014 - Jan 2018

Directed customer account management, pre-sales, and delivery of advisory and consulting services for the company's largest, most complex customers across the financial services, healthcare, and public sector businesses. Oversaw a team of 750+ professionals. - Exceeded customer metrics for gross retention, utilization, and overall customer satisfaction.- Transformed two at-risk international client implementations ($15M and $50M).

SVP, Global Advisory Services

• Feb 2011 - Jan 2014

Spearheaded the creation and launch of the Global Advisory Services practice complementing third-party systems integrators. Grew business line to $300M+ while managing a staff of 500+.

SVP, Global Professional Services

• Feb 2009 - Jan 2011

Oversaw the organization through a period of rapid growth and expansion. Scaled the global consulting services sales and delivery by 30% while improving overall profitability. Led a services acquisition expanding capabilities and growing international footprint. Directed 300+ staff.

VP, North American Professional Services

• Jan 2006 - Jan 2009

Recruited to lead the Eastern US Delivery organization. Quickly gained expanded responsibilities overseeing the North American services team. Responsible for the sales and delivery of consulting services.

SVP, Private Bank Technology

• Jun 2003 - Aug 2004

Responsible for the planning and delivery of all Private Bank technology services. Responsible for the planning and delivery of all Private Bank technology services.

Partner, Financial Services

• Aug 1986 - Mar 2003

Served as client partner in the Americas Financial Services Industry. Delivered business and technology solutions using traditional and distributed delivery models. Built and developed consulting relationships and business with top financial services firms including: JP Morgan Chase, Merrill Lynch, Frank Russell, Mellon Bank, GE Consumer Finance, Northern Trust, and SEI Investments. Served as client partner in the Americas Financial Services Industry. Delivered business and technology solutions using traditional and distributed delivery models. Built and developed consulting relationships and business with top financial services firms including: JP Morgan Chase, Merrill Lynch, Frank Russell, Mellon Bank, GE Consumer Finance, Northern Trust, and SEI Investments.