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UiPathSenior Director, Client Success
Jun. 2019 - Nov. 2024Michigan, United StatesKey Accomplishments
• Established an effective post-sales technical and program advisory team to alleviate churn and drive customer adoption and growth.
• Drove NRR (131%)/GRR (97%), and attached post-sales, support, and advisory services through direct customer engagement, helping them achieve their desired business outcomes.
• Exceeded margin (40%) targets, pushed double-digit revenue growth, and built insightful reporting to enable faster decisions, managing AMER P&L.
• Continually improved team performance and expansive offerings to our customers, managing strategic initiatives, asset creation, and playbooks. Core Duties
Provide direction and leadership to area leaders, technical, and program advisors as part of the post-sales, GTM team. Collaborate with other post-sales and sales leaders to establish customer success initiatives, entitlements, and governance of customer adoption, growth, and risk mitigation strategies.
Manage staffing budgets against revenue growth, budgeting for margin targets, and delivery excellence. Be the voice of the customer by advocating their needs to internal, cross-functional teams at UiPath. Director, Technical Account Management
Engaged with an area-based portfolio of customers to discuss value and advise on strategies to achieve desired business outcomes. Supported sales teams in selling the paid, and post-sales programs, and identified customer needs, advocating for them to internal UiPath cross-functional teams. Technical Account Manager
Drove growth and adoption by enabling customer value realization with the UiPath platform and products. Directly advised numerous customers, establishing long-term relationships and technology strategies.
VMLY&R (MA)Group Director, Technology
Nov. 2005 - Jun. 2019Kalamazoo, Michigan AreaEnterprise Architecture & Cloud Solutions: Enhanced customer value realization by developing robust reference architectures for data-driven digital marketing campaigns, implementing enterprise platforms on IaaS/SaaS/PaaS cloud infrastructure, and architecting digital asset management systems and strategies.
DevOps & Automation: Improved infrastructure quality, support techniques, and change management speed, orchestrating automated build processes using Puppet, Ruby, and AWS.
Leadership & Client Management: Enabled deep customer relationships by directing solution architects, developers, and analysts in technology engineering practices, managing forecasting, resource alignment, team onboarding, and presenting technical designs to marketing managers, and executives. Technical Director Leadership: Enhanced development team productivity and project efficiency by creating DevOps practices and implementing CI/CD and code management strategies.
Operational Management: Instituted cost and time-saving techniques to improve solution delivery, directing operational, execution, and delivery teams.
Problem Resolution & QA: Continually improved solution quality by analyzing production failures, directing resolution teams, and hosting retrospectives.
Client Relations & Technical Consulting: Successfully sold customer technology solutions by consulting client IT leaders and representing the agency’s technical capabilities.
Cross-Departmental Collaboration: Interacted with department heads ensuring on-time, on-budget project execution, troubleshooting, and solving complex problems across all levels of delivery team execution and planning. Senior IT Architect
Strategic IT Leadership: Optimized company infrastructure through strategic IT system implementation, overseeing the selection and deployment of business systems and data protection frameworks.
Team Management: IT department head technologist, recruiting and supervising IT staff, developing and executing technology plans.
Pfizer, Inc.Operations Services Manager
Aug. 1997 - Nov. 2005Holland, MichiganIT Leadership: Led process alignment initiatives across Midwest and Eastern regions, increasing desktop efficiencies and reducing risk through security software consolidation and governance simplification.
Project Management: Orchestrated IT projects and deployments across 500+ devices.
Datacenter Operations: Bridged communication between technology customers and business leaders.
Automation: Streamlined administrative tasks through scripting and management applications.
Business Software: Supported SAP implementation with architectural and strategic decisions.
IT Software: Implemented region-wide solutions – o Microsoft Operations Management
o Microsoft Project Server
o Windows Build and Software distribution systems
Asset Management: Developed and executed region-wide asset management strategy. Server Administrator
Infrastructure Management: Architected and maintained robust server, LAN, and SAN infrastructure.
Project Management: Orchestrated cross-departmental projects, minimizing server downtime and anomalies.
Microsoft Service Professional: Implemented and managed critical Microsoft systems –
o Project Server
o SQL Server
o Systems Management Server (SMS) Workstation Administrator
IT Support: Solved complex helpdesk issues. Cost Management: Implemented cross-departmental asset strategies. Efficiency: Standardized computer builds for faster deployment and support.
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