Innovative, subject matter expert in the delivery of customer success, operational solutions and global transformation programs targeting the intellectual property industry. Extensive business development and account management experience within highly competitive global markets. Analytical professional skilled in high-stakes engagement across the organization navigating mergers and divestitures during periods of accelerated growth. Collaborative communicator continually focused on building relationships and promoting synergy across business lines and global units to drive positive change, cohesive, comprehensive business approaches and enhanced profitability. Focused on identifying a global client-based service provider leading its operations division.
Skills
Leadership
Revenue & Profit Growth
Patent, Design & Trademark Prosecution & Renewals
Docketing
IP Management Software
Document Management Systems
Legal Research & Writing
Strategic Planning & Forecasting
Contract Negotiation
Customer Success
Project Management
Paralegal
Microsoft Office Suite
Veteran
AWARDS
Top 50 Woman Leaders in SaaS 2021, The Software Report, https://www.thesoftwarereport.com/the-top-50-women-leaders-in-saas-of-2021/
The 10 Most Admired Women Leaders in Business 2023, The CIO World, https://thecioworld.com/the-10-most-admired-women-leaders-in-business-april20023/
Experience
10/2020 to Current
Head of IP Solutions - AmericasEthan Allen – Coralville, IA,
Reduced annual credit notes by $1.5 million through revenue retention efforts.
Developed annual price increase strategy for existing customers which resulted in an increase of year/year annual net sales of $900k over current forecast.
Developed a competitive pricing structure to win new business.
Developed customer onboarding division to improve customer’s onboarding experience and to support long-term retention and revenue growth.
Implemented successful law firm outsourcing strategy to increase revenue and target new law firm market.
Lead multiple teams of leaders and their direct reports in the oversight, engagement, and revenue growth efforts for the patent renewals, trademark renewals, docketing and onboarding divisions.
Oversee key customer relationships.
Drive customer escalations to resolution by engaging directly with clients.
Monitor client data to reduce client attrition.
Assess customer issues, research solutions and implement corrective actions to maintain high satisfaction.
Analyze expenses and revenue and compare to budget and forecasts to modify operations and spending to ensure ontrack EBIDTA profitability.
Review financial and sales reports to measure productivity, goal achievement and quarterly/annual performance.
Collaborate on multi-tiered marketing plans to increase sales.
Negotiate complex commercial contracts to win new business.
Respond to RFP's by authoring and delivering on-target quotations and meeting specific requirements.
Deliver expert thought leadership recognized for driving process improvements.
Engage and collaborate with International teams throughout Europe and Asia Pacific to drive synergy.
Implement key performance metrics to evaluate, restructure, and implement standard operating procedures across all business lines.
11/2017 to 10/2020
Managing DirectorINNOVATIVE IP SOLUTIONS – City, STATE,
Provided consultancy services to law firm and corporate clients.
Developed long-term strategies to improve operational workflows for businesses working in the intellectual property industry.
Provided consultation and training support to clients for their Inprotech IP Management Software.
Supported the development and implementation of docketing software including law updates on law firm client’s Inprotech software, conducted tests on software to ensure performance and reliability.
Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
Created project plans with established timelines, assigned to appropriate teams and managed workflow throughout the project.
Developed solutions to project risks and issues, meeting quality and timeline goals and objectives.
Furnished project updates to various stakeholders, informing on strategy, adjustments and progress.
Developed process workflows and training materials, negotiated fees with vendors, collaborated with marketing and business development teams to develop collateral to support new business offering.
01/2007 to 03/2017
Regional Manager - Patent & Trademark OperationsCPA GLOBAL NORTH AMERICA LLC – City, STATE,
Managed and delivered retention rates of more than $50M in gross income for Fortune 100 and 500 customers.
Saved $400K and secured a reduction of 4,000 labor hours through process improvements and offshoring.
Achieved regional ISO-9001 certification and recertification among North America teams.
Executed the North America NPS Survey setting the global standard for monitoring client retention and loyalty.
Responded to RFP/RFIs including scoping and defining new business offerings, which led to the retention of multiple Fortune 500 companies to secure revenues of $20M.
Successfully off-shored work to Noida, India including knowledge transfer, training, developing materials and benchmarks, as well as establishing quality control standards and measurements.
Oversaw the strategic patent and trademark renewal operations and supported all clients across the company’s North America footprint.
Led multiple teams of 25 mid-level managers and their direct reports in the oversight, engagement and retention efforts generating operational solutions for clients throughout their intellectual property lifecycles.
Directed project managers across North America with software renewal interface projects utilizing software platforms including FoundationIP, Inprotech and Memotech.
Executed new patent and trademark portfolio onboarding for existing clients as a result of mergers, acquisitions or divestitures.
Engaged with International teams in Europe, India and Asia Pacific.
Negotiated complex commercial contracts and defined amendment language to close deals.
Forecasted and monitored annual budget.
04/2003 to 01/2007
Senior Client Services SupervisorTHOMSON IP MANAGEMENT SOLUTIONS – City, STATE,
Led a team of information specialists in the oversight of all patent renewal discrepancies for more than 300 clients.
Developed benchmarks for measuring and monitoring performance.
Utilized metrics to analyze and report pertinent data to senior leadership.
Served as a member of the rules committee responsible for reviewing all foreign jurisdiction laws and fees set forth by official patent offices and formulating a plan for execution.
Consulted with staff on resolution of complex service issues.
Education and Training
Expected in to to
Master of Business Administration: Global Business University of Phoenix - Tempe, AZ GPA:
Expected in to to
Bachelor of Science: Business Management University of Phoenix - Tempe, AZ GPA:
Expected in to to
Associate: Applied Science – Paralegal Studies Oakland Community College - Farmington Hills, MI, GPA:
Expected in to to
ABA Accredited Paralegal Degree: Oakland Community College - Farmington Hills, MI, GPA:
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