ExterroManaging Director, Services and Partner Development
Jun. 2009 - Jan. 2021Portland OregonServing the E-Discovery, Information Governance, and Privacy clients of the Fortune 500 as the Senior executive of operations and channel development for Client Success and Sales organizations. PREVIOUS ROLES:
Director, Client Success (2010–2017)
Manager, Client Success (2010)
Project Manager, Client Success (2009–2010) As a member of the senior executive team I led development of a multimillion-dollar professional service line of business for enterprise/SaaS on–premise delivery models involving sales, marketing, implementation, training, support, and special projects. Clients include Fortune 500 and Large ($1B+) and Midsize Clients ($250M+) CONTRIBUTIONS: • Elevated the Client Success team to earn recognition by Gartner for 3 consecutive years for industry-leading project management and technical support for end-to-end E-Discovery software solutions. • Developed Solutions, Contracted, Sold, and Sponsored over 1000 projects while doubling the industry’s average delivery performance. • Developed the support organization from the ground up and maintained strong client satisfaction rates as support ticket volume grew exponentially. • Built and led the most-tenured team in the company with average employee tenure. • Designed and led client migration and data conversion strategy to discontinue on-premise solutions in favor of the SaaS delivery model with 80% client conversion in under 2 years. • Codesigned and built OEM partnership delivery models with global software leaders, which propelled new business opportunities. • Launched and codeveloped ongoing programs for Exterro's user community, annual Exterro InFusion User Conference, and Exterro University educational programs. • Channel partner program pioneer forging initial and ongoing relationships with global leading consulting firms and other world-class systems integrators to expand services and spur new services and subscription business growth.