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Work Background
InforDirector, Customer Success Operations
Jul. 2024United StatesJoined CS Operations to bring “field experience” to the business of running Customer Success. Primarily responsible for definition, enablement and operationalizing the Success Methodology for Infor’s premium CS Service, called CareFor Success.
InforCustomer Success Executive, Healthcare
May. 2023 - Jun. 2024United StatesCustomer Success Executive for $15M SaaS portfolio of large healthcare providers. I coordinate all Infor's SaaS, Services, Support, Innovation/Enhancement and Relationship-building activities for my portfolio accounts. I am responsible for soliciting Voice of Customer across the customer's footprint and aligning Infor's resources to influence and improve customer experience, sentiment and annual revenue. In this role, I led a cross-functional team to design and deploy a repeatable go-to-market motion to help the CS organization drive customer adoption of higher-value features. I am also coaching junior and newly onboarded CS resources to help them more quickly engage their customers. I see customers in all stages of SaaS Transformation in this role and enjoy the challenge of helping them mature their SaaS Governance, operational performance, technical acumen and project delivery.
InforSenior Client Services Partner, Healthcare Industry
Dec. 2021 - May. 2023United StatesProfessional Services sales executive helping the country's largest healthcare providers plan, deploy, manage and optimize their business outcomes using their INFOR ERP software and subscriptions and AWS platform. As the Services Client Partner I help my customers evaluate how Infor's Professional Services might facilitate implementation and adoption of ERP SaaS solutions across HR, Finance, Budgeting, Supply Chain and Enterprise Reporting.
SoftwareONE USAMarket Leader, Southeast
Apr. 2018 - Oct. 2021Charlotte MetroPartnered with customers across the Southeast to solve challenges with Software Procurement, Software Asset Management, Microsoft/AWS Cloud relationships, Cloud Strategy and Desktop Services to affect Cost-Quality-Speed of their IT investments. Helped 4 teammates achieve "President's Club" level performance and helped the company secure their largest to-date outsourced software procurement relationship in 2021. Led over a dozen field sellers and sales engineers to improve velocity and standardization of sales motions and management practices. Recognized as effective player-coach, mentor, and advocate for my team and customer-focused problem solver, specifically with managing contract relationships with Microsoft.
PerficientGeneral Manager
Apr. 2011 - Jan. 2017Charlotte, North Carolina AreaLead Executive for the Carolinas region with ownership of IT Consulting activities with staff of 60+ consultants leading prospecting, sales management, contracting, project delivery/customer satisfaction, personnel/performance management, recruiting, training, and budgeting, forecasting and financial management.
Exervio Management ConsultingPresident
Aug. 2006 - Mar. 2011Charlotte, Atlanta, DallasAs President, tripled size of company in 5 years by recasting our Mission/Vision/Core Values, connecting employees to our 5 pillars of success, and increasing employee and customer engagement. Company gained numerous Fortune 500 clients in the Carolinas and Georgia (BofA, Wells Fargo, Duke Energy, Carolinas Healthcare, Lowe's, etc...) and attracted attention of potential acquirers. Negotiated sale of company to Perficient in H1/2011.
Exervio Managment ConsultingVP Consulting Services
Apr. 2001 - Jul. 2006
Whittman-Hart / marchFIRSTDirector of CRM & BI Solutions
Oct. 1998 - Apr. 2001Charlotte, North Carolina AreaJoined the new Charlotte office of Whittman-Hart and quickly helped shape go-to-market strategy and build client relationships with top healthcare organizations and banks. Developed expertise in CRM and BI technologies, providing recommendations and consulting services for those products to local customers.
Andersen ConsultingSr. Manager
Jul. 1991 - Oct. 1999Worked within the Health Services practice and led sizable project teams deploying packaged HIS solutions for:
- Carolinas Healthcare System (Charlotte, NC)
- Providence Health (Olympia, WA)
- University of Maryland Medical System (Baltimore, MD)
- Other regional Health Systems
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