Accomplished senior executive with proven leadership record in general management, professional services, consulting, and operations. Competencies: Professional Services, Consulting, SaaS, Agile, Client Success, P&L, Practice Development, Business Development, Solution Selling, Solution Development, Engagement Delivery, Delivery Methodology, Talent Management, Alliances, International |
A proven leader of Professional Services, Client Success, and IT consulting organizations, both domestic and international, who offers expertise in executing successful growth strategies for Fortune 50 and start-up companies alike. Known for crafting proven solution offerings that center on client business outcomes, value, and adoption as well as establishing dynamic consulting teams focused on superior delivery. Additionally, effectively manages P&L on multimillion-dollar, multi-product lines of business.
SaaS and On-Premise
Corporate Development & Strategic Planning
P&L Management
Business Development
Customer Lifecycle Management
Marketing & Branding
Organization Development
Off-shore and near shore resourcing
Engagement Delivery
Solution Development
Forecasting & Utilization
Learning and Development
Alliances and Partnerships
Methodology and Governance
Turned around post-merger SaaS enterprise software business unit from negative growth rate to +22% revenue growth and increased NPS by over 30 points.
Overhauled a Client Success business unit and increased NPS by over 10 points YoY.
Led domestic and international professional services operations for a large enterprise software vendor. Exceed all revenue and profit targets. Revenue in excess of $120m.
Successfully launched two new consulting practices for a large IT services provider. Full first year revenues of over $10 million.
Refocused a struggling value-added reseller by introducing new solutions that led to a 13% revenue increase in the first year.
2020 2021 Chief Customer Officer
Responsible for the strategic direction, vision, growth, and performance of RSIs Client Success business unit including client consulting, implementation, learning & development, and post-production support services and offerings. Full P&L ownership. Manages a multi-country organization of 300 employees with 8 direct reports.
Responsible for Client Success functions including consulting, product implementation, post-production support and education service delivery. Increased Net Promoter Score (NPS) by 10 points YoY.
Modernized project implementation methodology from a dated waterfall approach to one based upon Agile methods. This led to a decrease in project rework activities and contributed to +8% growth in operating margin.
Streamlined the end user and solution education approach to rapidly on-board new clients and technical resources. Reduced on-boarding time by over 60%.
Introduced initial concepts of Customer Lifecycle Management including client satisfaction surveys and managed action plans.
Planned and successfully executed reorganization of the Professional Services business unit from a project-based structure to an organization aligned by centralized domains. Will see 10-15% efficiency gains with new structure along with better employee career development for existing staff.
Rapidly led the Client Success business unit from an office/client work environment to a 100% remote workforce without endangering client deliverables and satisfaction.
Established Program Management Office (PMO) along with project governance discipline. Reduced number of at-risk projects by 80%.
2016 2019 Vice President Professional Services
Responsible, on a global basis, for the successful delivery of all consulting, implementation, and education services associated with SaaS and hosted software solutions. Full P&L ownership. Manages a global organization of 160 employees with 9 direct reports.
Responsible for service delivery for all client engagements throughout the world.
Increased Net Promoter Score (NPS) by 30 points.
Increased revenue from a negative growth rate to double digit increases YoY.
Delivered 50% year over year sales order growth.
Increased billable and client facing utilization by over 40% while also reducing rework and client concession efforts.
Develop SmartLaunch implementation methodology based upon Agile coupled with domain best practices and tooling. Decreased client time to business value from over twelve months (before the change) to six months or less.
Rebuilt operations team and successfully rolled out SalesForce (CRM) and Fincial Force (PSA) solutions to automate legacy manual processes including opportunity intake, revenue forecasting, time keeping, resource schedule management, and project oversight.
Engaged in all phases of business development including proposal review and contract negotiations.
Executive sponsor for key clients. Duties include steering committee and regular check-ins.
Reconstituted Alliance program. Delivered over 200% increase in partner influenced sales orders.
2014 2016 Enterprise IT Software Services Director of Americas Delivery
Responsible for the successful delivery of IT Software solutions in Cloud, DevOps, Application Lifecycle and IT Operations Management (ITSM, ITAM, PPM, BSM, Event Monitoring and Automation) in both on premise and SaaS environments. Full P&L ownership with revenues of $120m and operating margins of 34%. Manages an organization of 325 employees with 20 direct reports.
Responsible for service delivery for all client engagements in the Americas. Customer satisfaction, as measured by Net Promoter Score (NPS) at 62, which is at a world class level.
Planned and led complete re-organization of Americas delivery organization to align with a geographic sub region model from a horizontal practice-based model. This was done to drive the organization to closer relationships with our clients.
Exceeded business metrics for revenue, operating profit, and utilization for FY14 and FY15.
Managed the incubation of DevOps solution offerings for the Americas. This including identification of target packages, resource and capacity plans, collateral, and pursuit support.
Responsible for 12 and 24 month operating and budget plans including capacity models.
Executive sponsor for key client relationships including governance meetings and business reviews.
Engaged in all phases of business development including key opportunity executive sponsorship.
2006 2014 Enterprise IT Services Provider Practice Director
Recruited to Enterprise IT Service Provider to start up and lead the IT Strategy consulting practices which includes IT Asset & Financial Management, Demand & Portfolio Management, and IT Governance. Moved to Software Professional Services (PSO) in 2008 to lead the Americas consulting practices for IT Service Management, IT Asset Management, and Project & Portfolio Management. In 2014 added responsibility of starting and developing the Americas Architect Management Office. Responsible for revenue and margin attainment of the consulting practices. Other responsibilities include the development of the practices market offerings, intellectual property, business development, engagement delivery, knowledge assets, and human resources. Staff size of 13 direct reports. Organization size of 87 resources.
Delivered and exceeded practice revenue targets every year while at Enterprise IT Service provider. Practice revenue in excess of $55m for FY14. In FY14 exceeded margin target by over 13%.
Successfully started two new consulting practices from the ground up. Practices focused on IT Strategy with an emphasis on aligning IT with their business customers.
Exceeded first year financial targets by generating over $13m in service orders and delivering over $10m in services revenue while meeting corporate margin targets.
Led the Americas development of the Repeatable Deployment Package (RDP) delivery methodology. RDP brings together aspects of process design, management of change, and technology implementation tasks to drive a more complete adoption of Software products by our clients. Due to the success of the initial RDP engagements for ITSM, the worldwide organization is now focusing RDP across the entire technology services portfolio.
Engaged in all phases of the business development cycle including customer qualification, solution architecture, RFx and SOW development, and sale closure.
Responsible for the development and management of the 12-month and 24-month operating plan for the practice. This included revenue, cost and margin targets and obtainment plus resourcing plans to meet the financial goals.
2005 2006 Value-Added Reseller Vice President
Recruited to this privately-owned software development and Professional Services firm as a Vice President by its founder to expand current business outside of a single customer (U.S. General Services Administration) into a diversified customer mix comprising of both commercial and government accounts. Responsible for all operations including the development and delivery of value-added solutions, software development, intellectual property, sales engineering, professional services, help desk, IT and system administration, and third-party channel relationships.
2002 2006 Value-Added Reseller Partner
One of three founders of this privately-owned software development and Professional Services firm delivering value-added solutions representing multiple products and service offerings focused on IT Asset Management, Service Management and Mobile Technologies.
Conceptualized and developed overall solution strategy including selection of products for resale, solution services packages, sales execution, employee development, and target market business development. I had budget and P&L responsibility for the business.
1992 2002 Enterprise Software Vendor Vice President Professional Services
Responsible for the North American Professional Services organization. In 1998 I was given the additional responsibilities of developing and managing Asia Pacific and Latin America Professional Services operations. My combined organizations generated $70 million in services revenue at a 23% margin. Staff size of 310 with 13 direct reports.
Professional Associations
National Professional Services Organization, founding member.
Technology Services Industry Association (TSIA), member
San Diego Software Industry Council, member.
Education
Bachelor of Science Degree, Computer Science
California Polytechnic University at Pomona |
