Mar 2025 – Present · 1 yr 2 mos · Wake Forest, North Carolina, United States · Remote

• As Vice President of Customer Success at Cloudera, I lead the transformation of Customer Success into a scalable, data-driven growth engine aligned to a $1B+ ARR business. I redesigned our global CSM and TAM coverage model to align with customer value and growth potential, improving visibility into ARR coverage and resource deployment. By aligning Customer Success to outcomes such as cloud consumption, product adoption, and platform utilization, we’ve accelerated adoption while strengthening partnership with Sales and Professional Services to improve time-to-value. Leveraging Gainsight and internal telemetry, I’ve driven a shift from reactive support to predictive, insight-led engagement. I also introduced a Day -1 through Day 2 lifecycle framework and scalable digital coverage models, positioning Customer Success as a strategic lever connecting customer outcomes to long-term enterprise value. Drove Adoption & Consumption Growth: Aligned Customer Success to measurable business outcomes including cloud consumption, product adoption, and platform utilization,
• Operationalized Customer Success with Data & AI: Leveraged platforms such as Gainsight along with internal telemetry to transition from reactive engagement to predictive, insight-led customer management
• Modernized the Customer Lifecycle: Implemented an end-to-end Day -1 through Day 2 lifecycle model, aligning Sales, Professional Services, Support, and Customer Success to deliver a seamless customer journey and improved time-to-value
• Built Scalable Engagement Models: Introduced digital and fractional CSM coverage strategies to extend reach across under-covered segments while maintaining high-touch engagement for strategic accounts
• Strengthened Technical Value Delivery: Expanded TAM engagement to deepen technical alignment, improve platform utilization, and drive more effective customer outcomes across complex environments

Sep 2021 – Sep 2023 · 2 yrs

Dec 2020 – Sep 2021 · 9 mos

Oct 2019 – Dec 2020 · 1 yr 2 mos

• Director of Support Services for Public Sector, Global Program Management, Global Learning and Knowledge and Community where I balance service strategy and delivery with a maniacal focus on team and performance that enable excellence in support service to deliver for Cloudera Government Solutions. In addition, I am also responsible for global support program management, leading critical projects during Cloudera's Digital transformation. Global learning and training which is critical to support services as Cloudera rolls out CDP and lastly Knowledge & Community which is imperative to a strong CX. I am chartered with upholding a client-centric mindset of surpassing expectations while overseeing cost-effectiveness, productivity, and the development and improvement of all support service procedures that nurture continuous improvement client satisfaction. I provide strategic and creative thinking with a strong operational focus to improve our employee's work environment while increasing support satisfaction.
• Job Responsibilities
• Provide strategic and operational leadership as well as direction to the entire Cloudera Government Solutions by establishing and overseeing the adoption of the service department’s vision, goals and objectives at all levels based on company strategy.
• Ensure that support service department needs are correctly prioritized in order to ensure the correct allocation of resources and that all activities deliver measurable and significant value to the business and meet support loyalty targets.
• Plays the lead role in strategy formulation for the Global Support Organization at Cloudera by defining and overseeing key strategic direction and objectives of the department driving necessary changes to improve operating and organizational efficiencies.

Jul 2016 – Dec 2020 · 4 yrs 5 mos

• Responsible for both Predictive and Reactive customer facing Support for US and Global Public Sector customers at Cloudera Government Solutions. This includes building and expanding on a true secure operational model for government customer. My day to day responsibilities, including working with prospects, customers, and internal leadership to make our customers as successful as possible. Ensures that project/department milestones/goals are met and adhering to approved budgets all the while successfully driving margin levels.
• Collaborated with Federal Field Sales and Engineering to implement offering in AWS Marketplace by placing Cloudera Director in GovCloud and C2S. Defined strategy and business plan for US Public Sector Enterprise Account Services. Managed a wide variety of customer services and administrative tasks to resolve customer issues quickly and efficiently for Civilian, Department of Defense, State & Local Government,Federal System Integrator, and the Intelligence Communities. Work with Cloudera Product Engineering, focusing Cloudera NPI on a roadmap for Public Sector request and needs. Collaborated on a air gap proactive tool to help those regulated customers faced with limitations on their ability to send data
• Hadoop, Hive, Hue, HBase, Zookeeper, Map-reduce, Kafka, HDFS, Docker, Flume, StreamSets, Spark, Impala, Cloudera Manager, Cloudera Director, AWS, GovCloud, C2S, ICMP
• Project:
• Working internally with product engineering pertaining to certain products towards FIPS 140-2, FedRAMP and DOD APL Certifications.

Sep 2023 – Present · 2 yrs 8 mos · Greensboro, North Carolina, United States

• As a dedicated member of the Board of Advisors for UNC-Greensboro Bryan School of Business, I am honored to contribute strategic insights and expertise to shape the future of the business school. Committed to fostering excellence, Thrilled to be part of this influential network, driving innovation and excellence in business education."

Sep 2023 – Mar 2025 · 1 yr 6 mos · Hybrid

• Summary:
• Dynamic and results-driven Vice President with a distinguished career in transforming service delivery strategies and optimizing portfolios. Recognized for driving innovation and fine-tuning HPE Services' go-to-market strategies to enhance platform usability and foster increased adoption and monetization. Adept at shaping strategic direction, influencing global business units and sales organizations, and propelling the transformation of HPE services for superior outcomes.
• Experience:
• Lead service transformation initiatives, collaborating with HPE delivery units to shape strategic direction and drive superior outcomes. Define and execute delivery strategies, developing strategic playbooks to shape future requirements within portfolio offerings. Spearhead transformational efforts to achieve New Services Introduction (NSI) agility and oversee Portfolio Simplification initiatives.
• Drive the delivery of best-in-class customer experiences, enabling faster value realization through digital self-service experiences and exceptional support.

Aug 2014 – Jul 2016 · 1 yr 11 mos

• As Senior Manager of the US Public Sector Support Account Managers, I defined strategy and business plan for US Public Sector Enterprise Account Services. Managed a wide variety of
• customer services and administrative tasks to resolve customer issues quickly and efficiently for Civilian, Department of Defense, State & Local Government, Federal System Integrator, and the Intelligence Communities. Provided expert oversight in pricing coordination, forecasting, review of and collaboration with sales team in the education of Enterprise Account Managers representing $4.1M in annual revenue. Performed invoicing, reviewed monthly actuals, and forecasted future expenditures of $6.2M in annualized revenue budget for organization.
• Provided direction and guidance on customer experience activities, including quarterly Customer Listening Score reporting and analysis. Managed and mentored a team of 46 customer experience champions who embody the customers voice and perspective in their respective districts.
• Collaborated with Sales Account Teams, Support Account Managers (SAM) and System Engineers to help drive strategic customer relationships with government C-Level staff. Analyzed key metrics to measure program effectiveness of Enterprise class account management. Helped drive
• 99% SAM utilization across a wide customer base variation. Improved service quality and increased customer listening (CLP) scores 6 points by driving SAMs to develop strong knowledge of company's products and services as well as evangelizing, People, Product and Process.
• Ensuring that SAM's understand and push for a total customer experience. Directed strategic initiatives to achieve consistent SAM deliverables for Global Enterprise Account Services. Worked with Global Sr. Leadership team to create run book roll out.

Feb 2012 – Jul 2016 · 4 yrs 5 mos

• Responsible for US Public Sector Civilian Agencies Professional and Support Services delivery. I manage a cross-functional team of Customer Services Managers, Service Account Managers, Field Escalation Specialist, Resident Engineers, and Program Managers.

May 2008 – Feb 2012 · 3 yrs 9 mos

• Identify and address customer critical technical issues (escalations) and non-technical issues, and coordinate necessary support activities.
• Environment assessment/documentation, including software and hardware release planning, upgrade planning and bug risk analysis.
• Compile and deliver root cause analysis on either product or process breakdowns as required.
• Monitor customers systems utilizing AutoSupport to identify potential problems and trends, and subsequently make the necessary recommendations to resolve them to ensure optimal performance of these systems.
• Ensure that all recommended Best Practices are adhered to for maximizing product optimization and up-time.

Aug 2005 – Apr 2008 · 2 yrs 8 mos

• Research customer issues in a timely manner and follow up directly with the customer with recommendations and action plans.
• Escalate cases to other more senior Technical Support Engineers and/or Escalation Engineers when the problem too complex or falls out of specific area of expertise.
• Leverage internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to provide the most effective solutions to customer issues.
• Create new knowledge-base articles to capture new learning for reuse throughout the center.
• Collaborate with other Technical Support Engineers who may need assistance working a case; utilize your area of expertise to help them in order to most quickly facilitate solutions for the customer.