CLIENT RELATIONSHIP MANAGEMENT (CRM) PROFESSIONAL Customer-focused CRM professional offering a wealth of experience leveraging 19+ years of industry knowledge specific to information technology, software implementation, and project management. Solutions-oriented leader, tenacious problem solver with a keen sense of building relationships both in the customer community as well as with internal teams promoting the continuous improvement of productivity, service quality and customer satisfaction.
Service Delivery Customer Success Project Management Software as a Service Mentor
Issue Management Relationship Building Implementation Governance Cloud Computing
Principal Service Delivery Manager06/2012 to Current ORACLE CORPORATION – Burlington,
Specialties: Oracle Sales Cloud, Oracle CRM On Demand Responsible for the service delivery management of the Cloud Services life cycle from new customer provisioning through implementation.
Build strong relationships within the Oracle Cloud Services organization (Operations, Tech Support, Product Development, and Customer Success) and the Customer organization.
Management of customer escalations and work closely with Management Teams, Implementers, 3rd Parties, and members of the Cloud Services Delivery organization to support all aspects of SaaS delivery acting as first responder relative to production support, problem resolution and escalation management.
Advocacy within the Cloud Services organization.
Drive customer's and partner's adherence to Best Practices to avoid costly mistakes (Implementation Governance).
Principal Customer Advocate01/2007 to 06/2012 ORACLE CORPORATION – Burlington,
Principal Customer Advocate - Critical Accounts01/2007 to 06/2012 Oracle Corporation – Burlington,
Oracle CRM On Demand, Critical Account
account management for Oracle CRM On Demand Enterprise customers. This includes
managing their CRM project to ensure milestones are met, issues and risks are
minimized and discussed and ensure overall direction of project is achieved.
at-risk customers to determine their usage of CRM On Demand and drive solution road map discussions to ensure a higher level of user adoption and product
Engaged with client
groups, including C-Level executives, to determine client's satisfaction and
Worked with clients
to understand their desired business outcomes, success metrics, and planned milestones/events.
proactive advice on implementation and business best practices, leading to
for Consulting Services, Training and Products.
coordinated with internal Oracle teams (product marketing, support, and
consulting, sales, executive management) to resolve client issues, coordinate reviews,
and manage new opportunities.
internal initiatives in order to improve the overall CRM On Demand client
System Administer for CRM On Demand to track client engagements and
Customer Advocacy utilization.
Project Manager, User Adoption Services12/1999 to 01/2007 ORACLE CORORATION – Burlington,
Account Director01/1998 to 01/1999 EPSILON DATA MANAGEMENT – Burlington,
Specialties: Direct Marketing Account Management, CRM
Partnered with the marketing team to translate product features into customer value propositions to be used in consumer messaging.
Led bi-weekly Scrum planning meetings to develop team strategies and define project goals.
Gathered detailed use cases and requirements through regular on-site visits, virtual meetings and customer advisory board sessions.
Set up staff workstations with PCs, Macs, phones and laptops.
Collaborated with the sales, marketing and support teams to launch products on time and within budget.
Led the development team that created the CRM /SFA tool.
Translated business goals, feature concepts and customer needs into prioritized product requirements and use cases.
Coached and mentored ten  staff members, including conducting performance reviews.
Account Supervisor01/1994 to 01/1998
Epsilon Data Management – Burlington,
Production Manager01/1992 to 01/1994
Direct Marketing Account Management, CRM Point of contact for customer Responsible for the production management of Epsilon's direct marketing clients supporting non-profit, consumer goods, .
delivery management of the Cloud Services lifecycle from new customer provisioning through implementation.
Build strong relationships within the organization (Operations, Tech Support, Product Development, and Customer Success) and the Customer organization.
Directed CRM team including, development, training and support Management of customer escalations and work closely with Management Teams, Implementers, 3rd Parties, and members of the Cloud Services Delivery organization to support all aspects of SaaS delivery acting as first responder relative to production support, problem resolution and escalation management.
Database Marketing Certification: 1992MERRIMACK COLLEGE
- North Andover,
Information Technology Certification: 1984MARIAN COURT COLLEGE
ITIL V3 - Information Technology Infrastructure Library
Siebel Certified Business Analyst: