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Work Background
SeatGeekDirector of Global Implementation Services
Mar. 2022 - Jun. 2023Austin, Texas, United States• Strategically Scaled Operations: Spearheaded the expansion of the global SaaS implementation services organization, growing the operation's output by 400% with only a 50% increase in headcount, directly supporting enterprise-level projects with an average of $10M ARR per account. This strategic direction not only optimized operational efficiency but also significantly enhanced client satisfaction and alignment with the product roadmap. • Leadership in Organizational Reorganization: Engineered a comprehensive global reorganization of the implementation team to enhance technical delivery and operational efficiency. Initiated a transition of the team towards a professional services model, defining new roles, responsibilities, and market pricing strategies to better meet enterprise demands and leadership development. • Enhanced GTM Strategy: Reinforced the sales cycle by developing and setting accurate implementation expectations, improving client engagement and fit analysis. Promoted a change management philosophy that resulted in more streamlined processes and better client outcomes. • Standardized Operational Processes: Drove the adoption of standardized processes across the implementation team, facilitating better collaboration with the Program Management Organization and other key business units. This standardization reduced overhead costs/redundancy and improved service delivery consistency across global markets. • Executive-Level Problem Solving: Acted as the executive point of escalation for critical client issues and internal team challenges, demonstrating superior problem-solving skills and stakeholder management in a dynamic, fast-paced environment.
BlackbaudSr. Manager of Professional Services/Portfolio Lead
Nov. 2021 - Mar. 2022Austin, Texas, United States• Strategic Portfolio Management: Oversaw a $7M enterprise portfolio of non-profits, developing and implementing services methodologies and strategic initiatives. Led the annual delivery of over 35,000 hours by a matrixed team, significantly exceeding KPIs for billable utilization and forecast accuracy. • Operational Excellence in Professional Services: Directed a team of 10-15 cross-functional resources, driving operational improvements and efficiency. Managed resource planning and strategic hiring, aligning team capabilities with customer needs and business goals, thereby enhancing customer satisfaction and service delivery. • GTM Strategy Integration: Actively participated in Blackbaud’s Arts & Cultural Executive Leadership team, shaping GTM strategies, sales enablement, and long-term planning. Ensured alignment of professional services with overall business objectives and vertical priorities, promoting seamless integration and consistency across service offerings. • Vendor Relationship and Budget Management: Managed relationships with U.S. and Indian development partners, optimizing vendor contributions to maintain project timelines and quality. Administered procurement and budget, effectively controlling costs while scaling service capabilities. • Innovative Service Model Development: Pioneered the delivery and staffing model for Blackbaud Peer-to-Peer Fundraising powered by JustGiving. The model facilitated rapid scaling, enabling implementation of over 60 customer setups per month, thus maximizing efficiency and throughput without additional headcount.
BlackbaudManager of Professional Services/Portfolio Lead
Oct. 2018 - Oct. 2021Austin, Texas, United States
MAP Health ManagementSenior Technical Lead
Jul. 2016 - Mar. 2018Austin, Texas, United States• Data Integration Leadership: Developed and implemented a scalable data integration process for a healthcare startup, automating patient registration systems. This innovation not only reduced duplicative efforts but also enhanced reporting capabilities, contributing to the early identification of optimal treatment plans and driving operational efficiency. • Strategic Reporting and Analysis: Authored critical ad hoc reports on population demographics and patient engagement projections for a healthcare startup, directly supporting venture capital funding efforts under tight deadlines. Utilized advanced data analytics to compile operational KPIs, significantly impacting the organization’s strategic financial planning and investor communications. • Cross-Functional Collaboration: Partnered with the Data Science team to proactively identify and address client data needs, advising the Product team on feature prioritization to integrate valuable insights into the application. This collaboration ensured the alignment of technical solutions with business objectives, enhancing product value and client satisfaction. • Support for Sales and Marketing: Provided pivotal support to Sales and Marketing teams by developing technical solutions and creative collateral that addressed client-specific challenges. Played a key role in removing technical barriers and enabling the teams to effectively engage and convert prospective clients. • Project Management for Automation: Led the project management for the automation of internal billing and finance processes. Achieved significant reductions in manual efforts, enhanced billing accuracy, and streamlined revenue reporting, thereby improving financial operations and client service delivery.
The Advisory Board CompanyDirector of Implementation Services
Jun. 2015 - Jul. 2016Austin, Texas, United States• Leadership in Business Analysis: Managed a dedicated team of Business Analysts responsible for implementing and supporting the Crimson Market Advantage (CMA) for over 150 hospitals, directly contributing to over $12M in annual contract value. Demonstrated strong leadership in overseeing high-value client projects and ensuring the delivery of exceptional service. • Efficient Project Implementation: Supervised the deployment of all new CMA clients, setting ambitious goals for timelines and efficiencies. Successfully drove projects to completion by coordinating efforts across teams, showcasing an ability to meet critical deadlines in a fast-paced environment. • Strategic Product Rollouts: Worked closely with Product Management, Development, and QA teams to implement a scalable suite of products tailored to meet the needs of new and existing clients at The Advisory Board. This collaboration enhanced product functionality and customer satisfaction, aligning product development with business objectives. • Global Team Management and Process Optimization: Directed the strategic transfer of work processes from US-based staff to India-based counterparts. Enhanced process documentation, established new escalation paths, and played a key role in the recruitment and training of team members in India, optimizing operational efficiencies and maintaining project continuity. • Rapid Integration Initiatives: Led a critical two-month initiative to integrate over 700 hospital memberships with new user management and reporting platforms. Personally oversaw the training of additional staff in India, ensuring a smooth transition and minimal disruption to service delivery.
The Advisory Board CompanyAssociate Director
Dec. 2013 - May. 2015Austin, Texas Area• Leadership and Team Development: Managed and provided comprehensive training to a new team of Business Analysts responsible for the implementation and support of the Crimson Market Advantage (CMA) for over 80 hospitals, generating over $6M in annual contract value. Demonstrated leadership in mentoring analysts to achieve high performance in complex healthcare environments. • Strategic Technical Liaison: Spearheaded the Services-Development Liaison Team, actively collaborating with Project Management, Development, and QA teams. Led efforts to scope future product functionalities, prioritize essential bug fixes, and streamline the release process. This role involved critical thinking and strategic planning to enhance product performance and customer satisfaction. • Executive Communication and Influence: Presented team successes, process innovations, and cultural initiatives directly to the CEO and President of The Advisory Board Company. Highlighted the potential scalability of these successful practices for broader application across other company products, demonstrating the ability to influence top-level decision-making and strategic directions.
The Advisory Board CompanySenior Business Analyst
Nov. 2011 - Nov. 2013Austin, Texas Area• Operational Impact and Implementation: Directed the implementation and ongoing support of the Crimson Market Advantage (CMA) for over 40 hospitals, successfully managing projects that collectively generated more than $3M in annual contract value. Demonstrated strong operational leadership and a commitment to delivering high-value healthcare solutions efficiently. • Collaborative Product Enhancement: Actively participated as a key member of the Services-Development Liaison Team. Engaged in rigorous QA testing and coordinated the monthly deployment of new CMA releases, ensuring seamless integration and functionality for all clients. Contributed to continuous product improvement processes, enhancing client satisfaction and system reliability.
Johnson & JohnsonRebate Analyst
Jul. 2009 - Oct. 2011Piscataway, New Jersey
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