Influential strategist who constructs a foundation for customer success by helping customers achieve continuous value through deep adoption of critical business solutions
Proven success in SaaS and on-premise field sales and implementations
Strong leadership and project management skills
Outstanding organizational skills
Solid ability to address cross-functional and cross organizational issues independently
Excellent interpersonal skills
Superior written and communication skills
Customer Success Manager11/2015 to CurrentMicrosoftBoston, MA
Ensured the successful implementation of adoption best practices programs for 5 Fortune 100 global enterprise companies by conducting targeted workshops focused on improving end user functions and processes. The outcomes of these sessions led to optimal user adoption of the software and positive business impacts (i.e. increased sales force productivity, improved client management, compressed sales cycles, better insight to revenue forecasting, and improved lead generation and qualification)
Led world-leading aircraft engine manufacturer to achieve successful adoption of Microsoft's cloud based CRM software application. Efforts included establishing key relationships with Sales and Marketing Lines of Business owners to address end user challenges and requirements. Conducted needs analyses and usability assessments. Journey mapped user experiences via job shadowing efforts and key stakeholder interviews pinpointing key points in the process where the CRM solution could help mitigate risk, provide deeper insight and allow sales to capitalize on wider opportunities.
Engaged with leading global financial institution at the C-level to help develop their organizational change management process which led to the successful global user adoption of the CRM application on time and on budget
Personally developed and regularly conduct Customer Success Criteria Workshops to help customers identify and track measurable KPIs and success metrics that directly align to their business and usability goals and objectives for CRM adoption. This workshop became the model to the Global Customer Success Organization as an effective means in which to identify clearly defined business outcomes with the lines of business
Present user adoption findings to senior executives tying to key business outcomes. Present current versus future state of application adoption and the exponential impact it can have on user productivity, increased sales, reduction in customer churn, gain in market share and improvement in customer satisfaction
Received FY17 Summit Award for superior dedication and focus to customer success
Cloud Customer Manager05/2015 to 10/2015KronosChelmsford, MA
Trusted advisor to over 20 enterprise customers for cloud support services; 2 of which were the company's largest customers
Overall responsibility for customer satisfaction from deployment through renewal by ensuring onboarding readiness, product issue resolution and adoption best practice implementation
Developed governance models post deployment for product adoption
Collaborated across all business units (Engineering, Product Development, Sales, Professional Services, Support) regarding product issue resolution
Expertise in navigating complex business environments
Customer Experience Practice Advisor08/2004 to 05/2015Cisco SystemsBoston, MA
Established as a highly capable trusted consultant providing top and bottom line growth impact of Software as a Service and on premise applications to Fortune 100 companies using business value selling methodology.
Conducted formal journey mapping and business assessments with Fortune 100 companies including stakeholder interviews, financial modeling, risk alignment and outcome impact that successfully drove financial and productivity improvements in direct alignment to business strategy and goals.
Expertly skilled at identifying business transformation opportunities and positioning tailored strategic solutions that are in direct alignment to business objectives and articulating such to all customer levels, including C-level audiences
Collaborates with ISVs, Resellers, Service Providers and Marketing on efforts to seed and expand software portfolio across the customer base
Drives the value of software portfolio through customer and partner education, training, demonstrations and usage recommendations
Actively engages with partner community on best practice sharing and success measurement tracking resulting in mitigation of customer challenges and increased product adoption
Possesses strong technical expertise in solution portfolio and is able to effectively translate to customer's internal and external user experiences
Continually exceeded double digit million dollar sales targets for 10 consecutive years. Achieved Champions Club status which represents only 1% of the entire global sales force of over 15,000 individuals.
Unified Communications Systems Engineer09/2000 to 07/2004Cisco SystemsBoston, MA
Provided guidance and assistance to account teams in building technical solutions to address specific customer needs and end user experiences
Created, performed and documented in-depth and high-level technical architectures and presentations for customers, partners and prospects.
Custom tailored product demonstrations to address specific customer needs pre-sales and as training guides post sales for end user awareness and adoption.
Extended demonstrations to the partner community as well through seminars, workshops and marketing events.
Directly implemented solution set in conjunction with Services to include testing, troubleshooting and reconfigurations
Collaborated with Product Management and Engineering in order to alleviate product issues during installation thereby minimizing customer business impact
Received area-wide company recognition 3 consecutive years for technical excellence and commitment to customer success
Business Applications Sales Specialist03/1997 to 08/2000Aspect CommunicationsBoston, MA
Identified and prioritized key business initiatives of a customer's Contact Center/Customer Care environment and translated them into technical requirements based on measured success criteria and financial metrics.
Provided technical consulting, upper level management presentations, product requirements and design validation while supporting account teams.
Troubleshot product issues during implementations by working closely with Product Development and Engineering to customer's satisfaction
Attained President's Club status for superior technical expertise
Telecommunications Sales Engineer12/1995 to 03/1997Siemens ROLM CommunicationsBurlington, MA
Emphasized product features based on analyses of customers' needs.
Collaborated with Siemens Service on customer installations; both pre and post sales.
Sales Operations Manager12/1992 to 12/1995Siemens ROLM CompanyBurlington, MA
Managed Business Administration and Operations department responsible for the management of sales commissions, service maintenance contracts, accounts receivables and contract administration.
Prosci Change Management Methodology
Customer Journey Mapping
Challenger Sales Model
Business Value Selling ROI and TCO based Selling
CRM Software: Microsoft Dynamics, Salesforce.com, Seibel, Clarify, Remedy
Architectures: Cloud, Network
Assistant Professor, Military Science, Northeastern University; Boston College04/1998 to 08/2005United States Army ReserveBoston, MA
Instructed cadet corps on all aspects Leadership and Team Building in various military environments.
Developed and implemented interactive curriculum to increase student understanding of course materials.
Tracked efficacy of course curriculum. Partnered with Military Science faculty colleagues in the development of course improvements and modifications in accordance with military leadership mandates and objectives.
Finance and Accounting Officer - Lieutenant Colonel05/1984 to 03/1998United States Army and Army Reserve
Managed Finance Staff of 110 military and civilian personnel in peace and war efforts
Reviewed and implemented contingency plans and standard operating procedures for finance and accounting services in war zones
Established executive level partnerships with Middle Eastern financial organizations to facilitate their involvement in a joint military exercise across all US armed forces
Supervised and managed the administration of monetary funds in support of joint military exercise internationally
MBA: Business Government Contracting and AcquisitionWestern New England CollegeSpringfield, MA