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Accomplished C-Suite Executive with a strong focus on optimizing both internal and external operations to foster a customer-centric ethos and performance-driven culture. Boasting over two decades of expertise in executive P&L leadership, my purview spans product and operations functions encompassing human resources, recruitment, technical operations, infrastructure/facilities, internal business processes, systems, corporate strategy, M&A leadership, customer success, retention, consulting services, and customer support. Additionally, I possess substantial experience in steering product, product marketing, user experience, and communications design across diverse channels.
Currently, I hold the position of Chief Customer Officer at Ada, and my journey has also led me through influential roles at Cisco AppDynamics, Snagajob, Plateau Systems (SAP SuccessFactors), and Saba Software (Cornerstone OnDemand). These positions have equipped me with profound insights into SaaS portfolio retention and expansion, coupled with adept management and sales of consulting services and technology implementations tailored for global enterprise systems, with a sharp focus on delivery, margin, and services revenue targets. My extensive consulting background is highlighted by a strong acumen in enterprise deployment strategy, encompassing business process analysis, redesign, change management/marketing, cost-benefit analysis, and strategic planning for on-premise, SaaS, and cloud implementations.
Key Specializations: SaaS, generative AI, Professional Services, Customer Support, Customer Success, Health Scoring, B2C and B2B marketplace solutions, start-up post-sales teams (support/education/services/success/analytics), Human Capital and Talent Management best practices and technology, Learning Management, Curriculum Design, and Development.