SUMMARY

• Professional Services VP with proven track record of bringing successful SaaS products & services to market, and driving rapid growth in customer base as well as revenue.
• Broad experience with SaaS sales, services strategy, customer relationship management, account growth, program management and business operations.
• Built large, globally distributed professional services teams in high - growth, fast paced environments, and consistently delivered customer success as well as business results.
• 20+ years of professional services experience, with 10+ years in executive leadership positions. Built and led high-performing professional services teams of 400+ across Confidential, Europe, and Asia.
• Managed services P&Ls from $2M to $74M with accountability of sales, delivery success, revenue, margins, cost management, partnering and long term account growth.
• Customer Value driven approach to building a “trusted advisor” relationship at all levels of customer organizations including CXO, EVP, Directors and Enterprise Architects of Fortune-100 companies.

TECHNICAL SKILLS

• SaaS/PaaS/Cloud
• Analytics
• Cyber Security
• Networking
• Internet of Things (IoT)
• API & Data Integration
• Business Process Management
• Digital Transformation
• Customer Identity & Data Security
• Mobile Applications

PROFESSIONAL EXPERIENCE

Confidential, Austin, TX

Consulting Engagement

Responsibilities:

• As a management consultant, revamped the customer success management strategy to address low customer NPS scores and high customer attrition.
• Transformed a team of “reactive” account managers to a team of “proactive” customer success managers - defining new roles, responsibilities, KPIs, incentive plans, and creating a regional team management structure.
• Defined customer journey, touchpoints, processes, success plans, actions, and NPS surveys.
• Implemented tools to accurately measure CSM performance KPIs, improve training/coaching, monitor customer value metrics, and automate execution of CSM actions.

Confidential, Austin TX

Vice President

• Presented a professional services strategy and plan to the Board within first 60 days. Built a team consisting of Professional Services, Training, Customer Success and Support.
• Helped grow company revenue from $12M to $23M as a member of the leadership team.
• Over 2 years, delivered: 220% increase in services revenue; services margins of 46%; 27% increase in billable utilization; 98% customer retention; $7.5M in renewal bookings (2016); 127% Net ARR
• Developed, promoted and positioned a portfolio of services offerings accelerating implementations, increase adoption rate, and improve customer satisfaction.
• Led the team to drive adoption, and expansion delivering 127% Net ARR with 98% customer retention rate.
• Established and managed implementation partner program - grooming partners committed to building quality expertise in Confidential ’s products and adopt Confidential ’s customer success philosophy.

Confidential, Austin TX Jul

SVP - Professional Services

Responsibilities:

• Member of executive team who helped drive overall revenue from $70M to $220M.
• Grew professional services bookings and revenue at 30-50% a year for 4 straight years - with $82M in bookings and $74M in revenue in FY 2014.
• Led solution consulting and services sales teams to drive data analytics and integration based solutions, winning deals ranging from $1M to multi-year business transformation contracts worth $20+M.
• Improved professional services margins by 90% over 3-years via a multi-pronged set of initiatives spanning cost optimization, pricing controls, project budget controls, process improvements, and tools updates.
• Developed & executed strategy to package rapidly deployable use-cases into solution modules to drive SaaS business within Tier-2/3 accounts (esp. in Confidential & CALA) generating additional revenue of $5M/year.
• As Executive Sponsor, steered sales account strategy for Confidential customers and marshalled key sales opportunities to close deals worth $22M over 3 years.
• Received internal awards for excellence in talent development and people management.

Confidential

VP Professional Services

Responsibilities:

• Led the Confidential and Confidential professional services teams and delivered annual services revenues of $10-12M.
• Managed Global PS Operations team when Motive was a publicly traded company responsible for sales & revenue forecast, budgets, P&L, resource forecast & allocations, hiring, PS metrics, team compensation, hiring plans, process and tools improvements - for a global staff of 90+.
• Defined a new project methodology that leveraged agile principals to accelerate customer implementation cycles and ensure high quality deliverables.

Confidential

Practice Director

Responsibilities:

• Led professional services and customer success for large North American customers. Led multiple PS delivery teams of 40+ total staff and 5 managers delivering 30+ projects over a two year period.
• Sold and delivered complex services (involving CRM, Identity, ERP & network/device integrations) projects worth $18.9M achieving 45+% project margins.
• Dramatically improved customer perception, and built trusted relationships with customers’ executives by leading initiatives to measure, demonstrate and improve business value.
• Closed follow-on services business worth $22.7M over 2 years including a $7.9M SaaS conversion contract.
• Led margin improvement initiatives by leading the hiring and training of teams in India and Mexico.

Confidential Professional Services

Practice Manager

Responsibilities:

• Managed multiple customer projects from scoping through deployment and post-production support.
• Led turnaround with Motive’s largest (and unhappy) customer - through skillful customer management, TEMPeffective program management and process improvement initiatives.
• More TEMPthan tripled the revenue pipeline for managed accounts, by actively seeking new services business and negotiating services contracts worth $3-5+M per year.
• Played a central role in securing $9+M software license renewal. Defined the ROI model with the customer, built consensus with customer leadership and developed the business case for renewal.
• Received the Motive Olympian Award (’04-05) for exemplary contributions to the company’s success.

Confidential., San Mateo, CA

Professional Services Director

Responsibilities:

• Led project teams to implement digital contract management solutions for Fortune-50 retail customers.

Confidential

Professional Services Account Manager

Responsibilities:

• Manage & lead Enterprise Content Management (ECM) implementations for Fortune-50 customers.
• Successfully led delivery of a brand new ECM solution across customers’ North American and European sites.
• Directed a 25+ people PS team and managed a P&L of $4M/year.

Confidential, Austin TX

Sr. Manager, Automotive Consulting Practice

Responsibilities:

• Oversaw large, complex e-commerce implementations which demanded strong technical and project management skills. Accountable for all people management responsibilities for a team of 10-12 consultants.
• Managed 3 major deployments to launch Ford as well as Volvo’s consumer (B2C) e-Commerce portals and Ford’s Fleet Customer portal (B2B). dis was the first-ever e-commerce site that allowed consumers to custom configure a car, get accurate pricing and order the car - all without any human intervention/checks needed.
• Appointed as the technology advisor on a committee consisting of Ford executives and partners to define Ford’s roadmap for their Online B2C/B2B strategy; Drove follow-on services projects worth $4M.

Confidential

Project Lead

Responsibilities:

• Led project planning, requirements analysis, design, implementation, and launch Confidential ’s e-Commerce solutions for customers such as IBM, Lucent, EMC, and Boeing.
• Drove solution enhancements and defined follow-on projects worth $2M+.