• Championed Customer Advocacy to Engineering – Led 'voice ofthe customer' sessions with sales and engineering teams to ensure key issues impacting Customer Success were clearly communicated, leading to effective remediation plans and accurately prioritized product roadmaps.
• Orchestrated $45M Education Business Outsourcing – Spearheaded a strategic shift to high-value product investments by overseeing partner selection, leading financial negotiations, managing contract development, and executing a seamless handover process.
• Launched Partner Services Program – Developed and implemented a partner-led SMB consulting program that enabled Citrix Professional Services to concentrate on retaining and expanding enterprise accounts, driving sustained customer growth.

• Expanded Knowledgebase by 50% – Empowered customers to resolve issues by refreshing KCS with new KPIs, comprehensive eLearning modules, robust coaching program, and a compelling rewards plan.
• Decreased Escalation by 30% – Enabled engineering teams to focus on product development by proactively sharing issues, developing root cause analysis tools, and expanding responsibility.

• Boosted Utilization from 50 to 70% – Transformed services into a profit center by centralizing job descriptions, service catalogs, operations, training, and management across global consulting teams. Established remote consulting team in India, specializing in installations, upgrades, and migrations.
• Cut Project Scheduling Time by 50% – Introduced automated scheduling tool to improve efficiency.

• Increased NPS by 60 Points to 82 – Leveraged data-driven insights to develop a two-year strategic roadmap that launched a new eLearning catalog, digital badging, and certification program.
• Cut Development Time by 50% – Implemented a streamlined development process that included parallel workflows, modular content design, standardized templates, and a consistent lab environment.
• Reduced Hosting Costs by 80% – Migrated the lab environment from bare metal servers to Microsoft Azure, reducing provisioning time from days to minutes and enabling expanded training capabilities.

• Drove Adoption During SaaS Transition – Developed new service offerings, tools, whitepapers, presentations, reference architectures, and blog posts to share best practices and field insights.
• Key Member of $92M Acquisition Team – Led services assessment during acquisition ofAppDNA, that renewed sales momentum by resolving application migration challenges.
• Formed Strategic Industry Partnerships – Boosted Citrix license sales by establishing strategic partnerships that integrated software, hardware, and services to deliver comprehensive solutions.

• Led High-Profile Projects – Facilitated £2bn outsourcing initiative for the BBC, enabling a focus on their new streaming service. Project received close attention from Government and media.
• Extensive Cross-Vertical Expertise – Designed and implemented mission critical systems with low robust security, and multiple levels ofredundancy across various industries, including finance (Dexia Bank), government (Ministry ofDefense), legal (Clifford Chance), healthcare (National Health Service), education (Institute ofApplied Technology), communications (Etisalat), media (Reuters), energy (Devon Energy), manufacturing (GE), retail (Tesco), and transportation (Transport for London).