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Experienced, global technology leader with a special focus on Customer Success organizations (Customer Success, Customer Care, Customer Support, Technical Support, Professional Services) and User Experience (Voice of the Customer, User Journey, User Profiles, Product Usage) to improve SaaS retention, reduce churn, and improve ARR. Across my time in tech I've taken small service teams and built them into award winning professional service teams for Fortune 500 companies.
Here are some of the moments I'm most proud of in my career:
- I am currently researching and publishing Voice of the Customer information to help tech suppliers and tech buyers in their VoC journeys
- At SmartBear Software, I led technical support, communities and on-boarding content for a portfolio of almost thirty products (SaaS, Client/Server, Perpetual). I grew the team from under 50 to almost 100 top notch technical resources in the company across nine global offices, while helping the company grow 300% including six acquisitions.
- Led a successful, award winning TAM and Support organization for Netezza as it was acquired by IBM in 2010 and managed the transition of the services team into a Fortune 500 company
- Founded and grew a successful product design firm based in Boston in 1996. Sold in 2004.
- Helped grow PTC into one of the most successful IPO's of the 1990's. I was able to manage and grow both the Sales Engineering and Support Organizations into global powerhouses of over 500 employees.
(additional expertise include: #analytics #cloud #ai #marketing #e-commerce #Innovation #SaaS #Customer-Success #DigitalTransformation)
**Postings are my own and don't necessarily represent my employer's positions, strategies or opinions**