Jan 2021 – Jan 2024 · 3 yrs · Remote

• Managed a $52M P&L, achieving a 75% increase in services revenue and optimizing cloud delivery operations.
• Led a 75-member team to deliver large-scale cloud transformation engagements, reducing delivery timelines by 30% and improving project margins by 10%.
• Strengthened relationships with System Integrators and enterprise clients, improving client satisfaction by 20% and successfully delivering over $40M in implementation projects.
• Implemented global resource management strategies, increasing delivery efficiency by 25% and improving service quality by 30%.
• Acted as a strategic advisor to C-level executives, aligning service delivery with customer needs and driving significant business growth.

Feb 2018 – Jan 2021 · 2 yrs 11 mos · Hybrid

• Scaled a $300MM Customer Success division, achieving a 33% reduction in churn and a 30% increase in CSAT through strategic account alignment and proactive engagement.
• Owned global P&L for customer success, resulting in a 15% improvement in Gross Revenue Retention and a 25% boost in upsell revenue.
• Developed an automated customer health monitoring system, increasing Customer Lifetime Value (CLTV) and improving NPS by 20%.
• Led a global 140-person team to create best practices in Customer Success Operations, contributing to $10M in additional ARR.

Jan 2015 – Jan 2018 · 3 yrs · Hybrid

• Managed a $70M P&L and led a team of 60+, delivering multi-cloud solutions and improving project delivery efficiency by 30%.
• Reduced onboarding time by 50%, resulting in faster time-to-value and a 20% increase in services revenue.
• Engaged in strategic client negotiations, contributing to a 30% improvement in client retention and overall delivery excellence.

Jan 2013 – Jan 2015 · 2 yrs · Remote

• Led a $40M division, overseeing global service delivery and consistently exceeding SLA targets.
• Increased revenue by 20% through ITSM and ITIL-based processes and reduced operational costs by 15% through effective resource management.
• Developed Managed Services strategies and frameworks, improving delivery efficiency by 30% and expanding client retention.

Jan 2010 – Jan 2013 · 3 yrs · Atlanta, GA

• Owned sales support, delivery management, customer success and P&L for the $30MM Americas Consumer Mobile Solutions division.
• Exceeded revenue growth and retention targets, while ensuring delivery excellence of integrated Banking, Mobile and Payment SaaS solutions.
• Managed, motivated and developed a globally-dispersed 41-person team.
• Grew team by 75%, increased job satisfaction and reduced attrition, through aggressive recruitment, and comprehensive training/mentoring.
• Increased revenue 30% by increasing delivery effectiveness, reducing costs and aggressively focusing on customer satisfaction.
• Led and implemented PMO Center of Excellence for North America, as well as the global PMO/project governance framework.

Jan 2008 – Jan 2011 · 3 yrs

• Provided advanced technology and delivery management services to SMB, Mid-Market and Public Sector customers, including strategic planning, organizational transformation and complex solution delivery to foster innovation and accelerate return on investment (ROI).
• Defined best practice strategies for business and technology requirements, including governance alignment.
• Analyzed and audited data and delivered business process optimization.
• Implemented cost reduction processes, aligned international operations, and prepared budget/forecasting models.
• Served as the 2012 Olympics global digital/mobile program manager for Coca-Cola. Analyzed and implemented integrated project and program management best practices across multiple global digital, mobile and web-based initiatives.

Jan 2006 – Jan 2008 · 2 yrs

• Owned sales, delivery, P&L, regional strategy and partnership development for the $15M Southeastern division.
• Forged strategic partnerships with Microsoft and key technology partners, resulting in 20% revenue growth.
• Led lifecycle implementation of enterprise-level Application Development, SOA and SaaS technology solutions.
• Led and developed 25-person Sales and Delivery team.
• Decreased operating costs 10% by implementing tiered pricing models, improving quality of service and utilizing lower-cost staffing models.
• Reduced attrition 30% within regional consulting team through career alignment, team-based mentoring/training, and performance metrics.

Jan 2004 – Jan 2006 · 2 yrs

• Executed targeted strategies to generate revenue, profit, business growth, customer satisfaction and solution delivery for the $20M Master Data Management (MDM) eastern regional division. Drove business solutions to assist sales, analysis, design, development, and scheduling. Orchestrated staff development and career growth through mentoring programs aimed at senior-level contributors and first line managers. Assessed customer needs and MDM capabilities. Prepared project resources, cost estimates, and statements of work. Manage 10 direct reports.
• Operational Highlights:
• Exceeded targeted utilization rate 15% quarterly by successful business development, client retention, and increased project size.
• Closed $3M net new regional business by aggressively selling and penetrating new retail customer verticals.
• Boosted revenue growth $5M by successfully delivering the first client for an MDM-based solution in the national grocery retail vertical.

Jan 2001 – Jan 2004 · 3 yrs

• Directed all business operations for the $10M regional practice. Delivered multi-million dollar eBusiness, data warehousing, supply chain, and business intelligence solutions on the Microsoft .NET platform. Integrated Extreme Logic south central office into the HP services organization. Managed all financials for the region including P&L, cost center, revenue, closed orders, and engagement gross margin. Supported local business development team utilizing a solution approach development, costing, and ongoing delivery management. Provided point-of-contact for financial operations. Managed 18 direct reports.
• Operational Highlights:
• Promoted by HP executive management to serve as the Managing Principal for the south central consulting and integration region.
• Secured 16% above targeted utilization on average.
• Achieved 110% of revenue target in 2003 and 120% of revenue target in 2004.
• Grew region while other practices had a 3% attrition rate.

Jan 2001 – Jan 2003 · 2 yrs

• Acquired by HP in 2003.

Jan 1999 – Jan 2001 · 2 yrs

• Developed and grew long-term client engagements while directing the overall life/product cycle of strategic e-business and e-commerce solutions for global professional services/consulting firm servicing Fortune 100 companies.
• Served as sole business owner for the duration of large-scale, multi-million dollar engagements and ensured successful solution delivery and client satisfaction across multiple account initiatives.
• Determined and implemented overall account strategy and served as liaison between executive-level client sponsors and multiple internal business, development and operational teams.
• Provided leadership and guidance for multiple Client Manager direct reports and Project Leads responsible for individual account development initiatives, as well as managed and mentored direct team reports.
• Achieved revenue growth and account profitability targets through business development and identification of new strategic opportunities within existing account structure.

Jan 1997 – Jan 1999 · 2 yrs

• Concurrently managed numerous complex projects, while consistently representing and effectively communicating client progress with iXL management.
• Coordinated the direction of client business engagements, including the definition and creation of online branding and marketing initiatives, identification and assessment of targeted technologies, development of robust integration plans and supervision of implementation teams.
• Served as primary point of contact to client decision-makers and liaison to iXL’s internal resources for the translation of client focus and evolution of client vision.
• Facilitated communications across client departments, resulting in accurate program positioning and successful project outcome.