Experience

Aptos Retail

• United States
• Software Development
• 500 - 600 Employee

• Director of Professional Services

  • Jul 2018 - Present

  • Lead, develop and support successful Aptos project delivery teams• Key responsibility for on-time and successful project delivery, resource management, margin optimization, and client satisfaction• Work closely with the Aptos global teams to build key relationships, influencing and developing best practice and optimized delivery methodologies• Lead a team of Project Managers to successfully implement mid to large scale retail projects • Execute strategic initiatives for the Americas region• Work closely with Aptos Project Management team to help drive their personal development and growth• Play a key role in new client pre-sales engagements, helping the client and the sales teams to establish the most optimized delivery methodologies• Partner with the talent acquisition team to attract, onboard and retain top talent• Lead employee morale program focused on wellness Show less

• Manager, Customer Success

  • Nov 2016 - Jul 2018

  • Managed a team of Project Managers to successfully implement mid to large scale retail projects Execute strategic initiatives for the Customer Success organization.• Developed executive level and middle tier management relationships within strategic customer base.• Maintained weekly and monthly reporting on the P&L and forecast process.• Supported the Sales group during cycle process to ensure fast turnaround of RFP, estimates and serve as the SME for Services.• Positioned associates in the strategic direction for the Customer Success organization. Show less

• Team Lead, Professional Services

  • Sep 2015 - Nov 2016

  • Managed a diverse team of consultants comprised of Business Analysts, Technical Analysts, and Project Managers.• Acted as the escalation point for clients as well as internal stakeholders (Account Management, Client Care) on matters related to customer satisfaction.• Responsible for the oversight of 10+ active clients.• Managed ongoing and changing staffing/resource requirements.• Project Manager



Epicor Retail

• Operational Improvement and Control

  • 2011 - 2015

  Key focus included efficiencies, compliance and metrics. Accomplishments included launching the Practice Lead initiative, project checklists, kickoffs and post mortems. Worked closely with the Client Delivery Executives, Line Managers and Project Managers. Focused on driving initiatives to increase revenue and client satisfaction.

• Project Management Office

  • 2009 - 2011

  Focused on improving Project Management process and efficiencies. Implemented reporting standards, PMO bulletin and quarterly Project Management training. Successfully piloted a client focused implementation model.



NSB Group

• Client Services Manager

  • 2007 - 2009

  Owned the overall relationship with clients including maintaining detailed account plans and increasing revenue. Worked closely with the Sales team to oversee selling of new license, services and maintenance to the client base. Built and maintained successful relationships at the C-level with clients.

• Client and Employee Satisfaction

  • 2005 - 2007

  Increased client and employee satisfaction by successfully implementing programs based on client input. Focus on implementing client and employee surveys. Successfully executed several client events including Retail Systems Alert (RSA), Chicago 2005, Retail Forum New York 2006, Retail Forum San Francisco 2007. Successfully implemented several employee programs including employee recognition, service awards and mentor program.

• Account Manager

  • 2002 - 2005

  Owned the overall relationship with clients in the Southwest area. Partnered with the Sales team through quarterly visits to recognize and identify services and license opportunities.



STS Systems

• CRM Business Analyst

  • 1998 - 2002



Future Electronics

• Canada
• Appliances, Electrical, and Electronics Manufacturing
• 700 & Above Employee

• Product Specialist

  • 1994 - 1998