Consulting services focused on supporting the operational functions of growth-stage B2B SaaS companies.
• Creator of The Grale Scale operations assessments. Current assessments include Customer Success, Client Retention, and Sales Enablement.
• Author of white papers on B2B SaaS Customer Success, Sales Enablement, SaaS Management, Quality of Revenue, and Building Teams.

• Most recently responsible for Internal Infrastructure (IT), including Sales Operations, Information Security and Data Privacy, Contract Lifecycle Management and negotiation, Knowledge Management, and Insurance.
• Core facilitator for the consolidation/integration of teams, processes, and policies across five separate acquisitions shortly after IPO.
• Achieved the following during CAO tenure: consolidation of 5 internal IT infrastructures (email/IM/file sharing/video communications/Microsoft domains); creation and management of client contracts for all services; consolidation of key infrastructure vendors (data centers, help desk, software tools, CRM tools); consolidated security/privacy teams and began rolling out company-wide standards/policies; created common support infrastructure for data centers, helpdesk, and knowledge sharing.
• Managed senior personnel from non-legacy companies in consolidating infrastructure and security. Scaled the team to take on all entities with the s

• Led customer success, sales operations, software development, contract lifecycle management & negotiation, infrastructure, HR, and marketing. Provided heavy sales, product management, and strategic support. The role involved interaction with client personnel of all levels across HR, legal, IT, and infosec.
• Led scaling our client support efforts through technology enhancement and templatizing and the development of 2 generational releases of the product platform. The first significant changes to the initial product.
• Mentored top team members to promotions onto the senior management team.
• Managed Privacy program and oversaw IT security program, including cross-border concerns, differences, and needs.
• Developed and negotiated all client and vendor contracts—service agreements, amendments, renewals, and NDAs.
• Key team member involved in private equity and IPO funding events.

• Focused on facilitating sales through partners, client implementation, and retention. Implemented the company's first CRM tool.

$1B provider of multi-channel, data-driven marketing technologies, data, and agency services. A subsidiary of Alliance Data Systems, Inc., now part of Publicis Groupe. VP/General Manager, Client Services, 02/07 to 04/14
• Grew revenue of a portfolio of clients from ~$7MM to $15MM annually. Responsible for client satisfaction, P&L management, and revenue growth. 2012 Winner of GM of the Year—Sales.
• Led multidisciplinary teams in building and managing data-driven direct marketing solutions for multiple clients, including Time Warner Cable, AOL, Sears Holdings, Unilever, AT&T, Robert Half International, Cablevision, and others.

• Grew account revenues by 14% while maintaining margin goals despite a significant shift in the client's strategy. Completely displaced major incumbent competitor within two years of taking ownership of the account.
• Led relationship management for the division's largest client ($6.7MM annually). Guided client and Abacus through detailed, complex contract renegotiation/reorganization, resulting in a ~4% margin increase and $1.8MM in revenues annually.
• Responsible for developing client roadmaps, revenue analysis, operational and strategic planning, and coordination of internal resources and sales efforts.

• Developed pricing tools to improve proposal cycle time and analyze margins for complex hosted solutions. Brought pricing effort down to hours from days and raised margins by 15 points.
• Increased deal processing efficiency 5X by establishing and leading a team of 3 sales support specialists in developing integrated marketing automation solutions. Developed a "deal review" process to increase the quality of pursuit efforts and improve control over pricing decisions.

• Grew database business from approximately $1MM in 2001 to $6MM at end of 2003. Responsible for day-to-day operations, pricing, and product management/sales support for the marketing database product line.
• Established the Customer Relationship Management Application Service Provider product line in 09/00 and grew Product revenues to $1.2MM before merging the product with the existing marketing database product line 14 months later. CRM services included implementing and hosting a salesforce, client service, and marketing automation platform and maintaining data integrity.
• Built the business plan for the CRM product line, outlined the operations, developed the organizational structure, hired the initial team, worked with application vendors to establish reseller agreements, and supported all sales efforts up through contract negotiation.

$1B funded Chicago-based internet incubator. eXperience Divine was the company's strategy and operations planning unit.
Assembly Officer, eXperience Divine,
• Assisted start-ups in developing their overall business strategies and operational plans during their initial years. Focused on operationalizing a company's strategy by identifying and planning process, technology, and people elements.

• Led teams of consultants in driving CRM-oriented process, technology, and organizational changes at corporate clients, including Lucent, AT&T, Iomega, 3M, Consolidated Communications Inc., and Aerial Communications.
• Representative examples of project work included:
• Grew a $20K process analysis into a $1MM cross-functional design, development and implementation project.
• Grew a $60K 2-month IT support engagement into an $800K, 6-month project that established an Information Technology team of 3 people responsible for CRM infrastructure and reporting and analysis solutions for a high-tech manufacturer's sales and marketing departments.
• Member of a multi-disciplinary team analyzing and implementing people, process, and technology improvements that reduced call center costs by $60MM annually. Specifically responsible for data analysis/reporting and IVR scripting redesign, which resulted in a ~15% increase in IVR usage.