Functional Skills
Data Analysis
Go-to-market Strategy
Communications
Customer Experience
Business Process Outsourcing
Customer Service
Product Data Management
Sales and Operations Planning (S&OP)
SQL Analysis
Finance Transformation
Business Intelligence
Business Operations
Change Management / Org Design
Strategy Development
Program Management
Software Skills
PowerBI
SQL
R
Microsoft Excel
Microsoft Excel Macros
Microsoft PowerPoint
Sector Experience
Business Services
Media & Entertainment
Technology
Telecom
Big 4 Accounting
Top Consulting Firms
Experience
GOLD CONSULTING LLC
Management Consulting
Freelance Consultant: Go-to-Market Strategy
1/2020 - Present
• Early Stage Education Platform: Developed go-to-market strategy and commercialization plan for novel AI and virtual reality based products
• Growth stage SaaS platform: Developed new service offering to accelerate customer time-to-value, and developed execution strategy including cross-functional roles & responsibilities, business processes, and key metrics
• Growth stage SaaS platform: Developed new service offering to accelerate customer time-to-value, and developed execution strategy including cross-functional roles & responsibilities, business processes, and key metrics
Splunk
Corporate Strategy & Development
Senior Manager, Customer Success / Services Strategy (Subscription Services and Security)
6/2021 - 10/2023
• Led program to comprehensively redesign services and support model for Global Top 200 accounts; defined new services and repositioned existing portfolio to optimize service-market fit in response to field and customer feedback
• Drove relaunch and product management of "Assigned Expert" subscription service targeted at Global Top 200 accounts; relaunch drove 40% margin uplift, 30%+ bookings growth, and 90%+ renewal rate 1 year after launch
• Led introduction of new pre-packaged services concept to accelerate time-to-value, increase adoption, and reduce churn risk of SMB accounts; managed program launch across Sales, Customer Success, and Marketing
• Drove relaunch and product management of "Assigned Expert" subscription service targeted at Global Top 200 accounts; relaunch drove 40% margin uplift, 30%+ bookings growth, and 90%+ renewal rate 1 year after launch
• Led introduction of new pre-packaged services concept to accelerate time-to-value, increase adoption, and reduce churn risk of SMB accounts; managed program launch across Sales, Customer Success, and Marketing
Deloitte
Management Consulting
Manager: Strategy and Analytics, XaaS Transformation Practice
6/2009 - 9/2020
Customer Success Coverage Model Assessment and Implementation – Global Enterprise Software Company
• Defined CSM account coverage model for SaaS product's net-new customer success organization, and defined
capability and capacity requirements to service strategic global accounts
• Developed transition plan for new customer success organization, supported definition of services in scope, and drafted internal and external transition communications
SaaS Go-to-Market Transformation – Global Enterprise Software Company
• Led engagement to define net-new capability and operating model requirements to support SaaS renewals at-scale, and defined multi-year transformational roadmap for $3Bn+ renewals business
• Analyzed 200K+ transactions to define new business rules for automating discount approvals on ~50% of new global deals, accelerating deal velocity and reducing overhead to support SaaS deal volumes (analysis conducted in Tableau)
SaaS Transformation Program and Business Process
• Defined CSM account coverage model for SaaS product's net-new customer success organization, and defined
capability and capacity requirements to service strategic global accounts
• Developed transition plan for new customer success organization, supported definition of services in scope, and drafted internal and external transition communications
SaaS Go-to-Market Transformation – Global Enterprise Software Company
• Led engagement to define net-new capability and operating model requirements to support SaaS renewals at-scale, and defined multi-year transformational roadmap for $3Bn+ renewals business
• Analyzed 200K+ transactions to define new business rules for automating discount approvals on ~50% of new global deals, accelerating deal velocity and reducing overhead to support SaaS deal volumes (analysis conducted in Tableau)
SaaS Transformation Program and Business Process