Oracle

Oracle
VP, Value Engineering
Open Technologies Sales GBU

Remote
2021-Present
Built and scaled a global customer value and post-sales leadership function within Oracle's Open Technologies Sales Global Business Unit, driving a more customer-centric operating model across technical sales, customer success, advisory, and services. Led the systems, processes, and cross-functional programs that improved customer engagement, strengthened renewal predictability, and made complex commercial and technical issues easier for customers and internal teams to navigate.
  • Grew managed account coverage from ~$362M to ~$648M.
  • Increased direct-contact penetration from 24.4% to more than 80%.
  • Nearly tripled the number of value-engaged customers.
  • Established scalable playbooks, onboarding models, and KPI-driven management practices that improved consistency, visibility, and execution across a rapidly expanding global business.

CentralSquare Technologies
Head of Customer Transformation

Lake Mary, FL
2020-2021
Led a C-Suite-sponsored, company-wide transformation initiative to foster a more customer-centric culture. Drove change across development, support, professional services, and customer success. Built or strengthened disparate systems and processes to positively change customer perceptions and bring efficiency to processes and procedures.
  • Improved number of referenceable customers by 25%
  • Improved the renewal rate from 93% to 98%
  • Built a two-year roadmap to improve NPS and Customer Experiences significantly
  • Established key metrics and created executive dashboards to track and monitor critical KPIs
  • Established process to provide customers with defect resolutions timeframes
  • Established key customer program to ensure that CentralSquare’s top customers received priority service from development, support, and customer success

PowWow Mobile
VP, Customer Success

San Francisco, CA
2016-2019
Hired as one of this company’s first executives to design and deliver intelligent omnichannel experiences. Built, recruited, and led a high-performing 20-member Customer Success team, including offshore employees, tasked with maintaining a 90% retention rate and producing 200% account growth. Key accounts acquired include JPMorgan Chase, Wells Fargo, Delta, Fannie Mae, and British Petroleum.
  • 140+% YOY Revenue growth.
  • Achieved a 94% Renewal Rate.
  • Grew customer base by 4x. Customers included: Delta, BP, JPMC, Wells Fargo and Fannie Mae.
  • Created an App Factory that provide increased services elasticity at a 40% margin.

Bromium
VP, Customer Success

Cupertino, CA
2015-2016
Guided and mentored a 15-member team for the provider of an advanced malware protection system (virtualization-based security). In charge of expanding the number of deployed endpoint licenses and maintaining a high retention/contract renewal rate.
  • Increased the number of closed up-sell opportunities by 3X.
  • Expanded product footprint by 150%.
  • Grew the number of services customers by 4X.
  • Improved customer satisfaction through standardized delivery processes.
  • Improved the time to value for our customers by 50%.140+% YOY Revenue growth.

BMC
Sr. Director
Global Services Center of Excellence

Santa Clara, CA
2011-2014
Conceptualized and implemented go-to-market strategies for multiple services products at this leading provider of IT management services. Direct leadership of 5-person team responsible for increasing annual revenue through exceptional service delivery.
  • Increased MyIT services and product revenue by 3X.
  • Improved the average deal size 15% by creating standardized offerings.
  • Achieved double-digit increase in the percentage of revenue driven by standardized service offerings.

InterVision
Customer Services and Operations

Santa Clara, CA
2006-2011
Oversaw concurrent strategy development and execution, business development, customer service, and IT operations for this value-added reseller of IT services and equipment. Led a 20-person, cross-functional team.
  • Increased revenues from $63 Million to $110 Million within four years.
  • Grew sales 175% by improving account coverage and cross selling of InterVision's product line.
  • Developed standards for the negotiation and execution of customer and vendor contracts.
  • Improved customer satisfaction by enhancing the deal review process and services enablement.

XenSource
VP, Customer Services and Operations

Palo Alto, CA
Tasked with creating post-sales organization, including support, services, education/training, and customer success. Established a global services group, with offices in India and Palo Alto, to provide 24x7 support for XenSource customers.
  • Achieved customer satisfaction ratings of 90+%.
  • Established a global customer success group to provide 24x7 support for XenSource customers.
  • Instrumental in the creation of the product packaging, pricing and services for XenSource's products.
  • Created and maintained IT infrastructure, facilities and corporate services.

Marimba
VP, Customer Services

Mountain View, CA
Hired at this company at its initial pre-revenue stage, leading through a successful IPO and subsequent acquisition. Lead Customer Services organization, including pre-sales, services, support, education, and customer success. Instrumental in the growth of annual sales to +$50M, and responsible for +$16M in services and support revenue.
  • Instrumental in the growth of annual sales to over $50 Million in revenue.
  • Responsible for $16+ Million in services and support revenue.
  • Developed a successful proof of concept methodology with a 95% close rate.
  • Established and grew the professional services group to a seven figure quarterly run rate.
  • Implemented global 24x7 support infrastructure, process and procedures to provide technical support and escalation process.
  • Obtained a renewal rate of 90+% over 3 years.

Tivoli
Director, Systems Engineering

Campbell, CA
Responsible for all technical sales in the Western United States.
  • Consistently Achieved 120%+ of goal every year and achieved 200+% of goal in 1995.
  • Instrumental in the closing of key accounts such as Intel, Charles Schwab, The GAP and Pacific Bell.
  • Established methodology for the technical sales process that led to a 90+% technical closure rate.
  • Led the technical sales effort that won a $6 Million enterprise opportunity with Pacific Bell.