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I have 30 years of progressive advancement through Schneider Electric (Starting with APC: American Power Conversion). Beginning my development through a sales focus, I have held significant leadership positions in regional support, direct accounts, global process, customer care and ultimately Customer Success. By leading a global organization of 650+ employees, I developed proven leadership and people development skills, international experience and accumulated many examples of global, operational success. My engineering and MBA degrees have given me a solid foundation for success and opportunity.
Using metrics and data to drive continuous improvement, my leadership within Customer Care drove both Customer and employee satisfaction to all time highs. 75% of the over 8 million interactions per year were shifted to self help. Revenue detection, sales and paid for support also reached all time highs of $91M.
I currently am leading a global initiative to define and implement a Customer Success practice globally in close collaboration with Connected Service Hubs and country organizations. The key mission is to orchestrate the right people, processes, and data to accelerate our customer’s time to value in achieving their desired outcomes.