¨ Mentor and guide 20-person cohorts to collaborate and ship 14 projects over a 4-week session by asking propelling questions, reflecting back student observations to help them take ownership of their journey. ¨ The altMBA delivers a condensed learning experience through teamwork, personalized feedback, coaching, curated reading and shipping projects to take fast-tracked leaders to the next level.

¨ Helps corporate leadership teams align and optimize their performance based on the principles outlined in Patrick Lencioni's books, The Five Dysfunctions of a Team and The Advantage. ¨ Through a structured process, the leadership teams gain a deeper understanding of their individual and collective strengths and weaknesses, as well as a framework for improving communication, collaboration, and decision-making.

Led launch of Global Customer Success, drove the scaling of Global Customer Support, and initiated major account management programs. Responsible for customer care for 17 global brands, ~15,500 accounts and the health of a $122M ARR portfolio.
•Achieved 126% of price uplift targets and 91% GRR in a season of significant economic headwinds.
•Led 50% reduction of Mean Time to Resolution (MTTR) and 12-month, 5% improvement in Customer Satisfaction (CSAT).
•Led the integration of 17 disparate, global brands into a cohesive, common Global Customer Support experience, including process standardization, systems migration, transformation, and measurement programs.
•Designed value defense programs, drove price increases and customer retention. Launched touch model, health scoring, Net Promoter Score (NPS), pricing analysis, business review program and cross functional customer experience programs.
•Launched global Customer Success programs from Tech Touch to Enterprise/High ACV customers.

A trusted advisor between business executives and technology teams. Executed high priority efforts and managed key initiatives and bring a lifecycle perspective to strategy discussions around new technology projects. ¨ Led the modernization and replacement of ISO/RTO Settlement software for ERCOT, SPP, PJM, ISONE, MISO and CAISO. ¨ Delivered on time and budget a $15MM Trading and Risk management systems project, leading integrators, vendors, and employee teams, driving annual recurring savings of $1.85MM. ¨ Developed and launched Business Intelligence team, served as interim leader, and hired permanent team director, launching & implementing enterprise data warehouse and presentation capabilities. ¨ Introduced TEA's technology investment process, connecting IT and the Business, enabling TEA to detect and plan for expected business changes, new service offerings, and new customers. ¨ Led Strategic Leadership Development through Talent Optimization, Cultural Transformation and Strategic

Managed the post-sale Client Services activity (global, 24x7, follow the sun) for all products in the world's broadest suite of utility specific software systems. Ensured software customer satisfaction for all Ventyx software customers and launched Net Promoter Score across software support teams. ¨ Directed 120 staff across 6 cities within US, Australia, and Canada and managed customers and staff in Europe and Asia to streamline operations across region. ¨ Retained $100MM+ ARR portfolio servicing over 600 customers using more than 140 enterprise products and solutions. ¨ Reverse integrated ABB Network Management into the Ventyx software operating model. ¨ Oversaw functional and technical troubleshooting, issue resolution, and executive escalation. ¨ Cross-functional support of customers through implementation, training, software feature/new product delivery. ¨ Managed client satisfaction, service level and performance target reporting and developed/refined internal processes to maximi

¨ Directed all Customer Support activities for the nMarket suite, an integrated, bid-to-bill solution supporting regional power markets for every North American ISO/RTO. ¨ Led coordination with customers to develop, implement and manage client support processes to efficiently deliver exceptional service to achieve maximum client retention. Software Implementation Manager (2000-2007)
•Relationship management, business development, change management, business process design, project management, and software implementation in support of the deregulated energy industry, across ISO/RTO markets, including ERCOT, MISO, PJM, ISONE and NYISO and across functions - Risk Management, Trading, Scheduling, Asset Optimization, Market Settlements. Additional Experience