Pavilion

Member

Spring Labs

Advisory Board Member

Armis

(Armis is an asset intelligence cybersecurity company that protects the entire attack surface and manages an organization’s cyber risk exposure in real-time)

Orchestrated and drove enterprise cybersecurity software (SaaS) initiatives that resulted in seamless delivery of complex projects, achieving exceptionally high levels of customer satisfaction for the pre-IPO startup, Armis

Authored customer onboarding and Customer Success/GTM processes that improved project delivery timelines by 30%, directly correlating with a 25% increase in customer upsell opportunities within the first year of product usage.

Developed a comprehensive client engagement strategy that improved client retention rates by 35% during organizational restructuring and product portfolio expansion.

Authored an enhanced quarterly review process that identified critical areas for product improvement, contributing to a 20% reduction in client-reported issues.

Led a portfolio of 15 enterprise accounts, collectively generating $25M in revenue, including Intel, Tyson Foods, Abbott Labs, Verizon, FedEx, New York City agencies (FDNY, NYPD, DEP), HCL, and CDW.

Senior Customer Success Executive

Yates Ltd.

(Yates LTD provides global enterprise transformation services for Fortune 500 companies and C-level executives)

Collaborated with Xerox to lead an in-depth evaluation of their telecommunications ecosystem, designed to bolster business growth by streamlining operations and driving cost reduction, resulting in cost savings of $3.6M through extensive operational and financial analysis of network and communications providers.

Partnered with GlaxoSmithKline (GSK) to craft a future telecommunications landscape, particularly following the spin-off of GSK's Consumer Health division. The result was a strategic approach that minimized costs ($3.2M) and significantly increased network efficiency and resilience (30%).

Developed and executed a customer feedback system that increased client engagement scores by 40% due to improved response strategies and customer engagement practices.

Principal Consultant, Strategic Engagement

Verizon Business

(Verizon offers voice, data, and video services and solutions on its award-winning networks and platforms, delivering on customers’ demand for mobility, reliable network connectivity, and security)

Built and led Verizon's Principal Onshore Customer Success Group and a dedicated Program Management Office for Johnson & Johnson (3 Associate Director direct reports, 4 Senior Manager direct reports, 200+ Individual contributors across all regions NA. EMEA. LATAM. APAC). Two ADs were promoted to Director, and 14 ICs were promoted during my tenure.

Developed and executed a client retention strategy that preserved $565M in at-risk revenue by identifying and addressing specific client concerns, resulting in a 90% client retention rate.

Achieved an NPS score increase of 45% within two years through strategic customer relationship management and GTM solutions

Delivered a 50% reduction in churn rate by enhancing customer engagement and support protocols.

Delivered a 40 basis point rise in SLA compliance, consistently surpassing contracted performance metrics by implementing Change Management improvements within the Incident Management process, further elevating operational efficiency.

Optimized all program initiatives, including Solution Architecture, Life Cycle Engineering, Consulting, Project Management, Financial Management, and Change Management, achieving an 84% improvement in time to deliver in these functional areas.

Translated analysis of current and future environments into technology recommendations, resulting in $35M of upsell wins.

Championed a customer segmentation strategy that resulted in a 25% increase in targeted communications efficiency and a 30% improvement in engagement rates for top-tier accounts.

Global Director, Customer Success

Led 25 Enterprise Customer Success and Service Delivery Managers, charged with cultivating robust customer relationships and consistently delivering service excellence. 7 ICs promoted to Manager during my tenure.

Orchestrated an enterprise-wide initiative that enhanced service delivery methodologies, resulting in a 34% improvement in project timelines. 

Implemented a Customer Success peer training and mentoring program that increased team performance metrics by 25%, directly correlating to higher customer satisfaction levels.

Earned a Customer Satisfaction (C-SAT) score of 9.4/10 and 71% Net Promoter (NPS) score average yearly.

Upheld compliance with all contractual commitments while maintaining a dynamic Continuous Service Improvement program to guarantee enduring client satisfaction, resulting in revenue retention of $135M. 

Enhanced strategic customer reviews, leading to a 32% improvement in strategic account revenue through identified upselling and cross-selling opportunities.

Group Senior Manager, Customer Success

Technical consulting support to AON, a Fortune 300 Healthcare/Insurance client.

Achieved 25% enhancement in Availability and Mean Time to Repair metrics, elevating the client to a 98% compliance rate.

Spearheaded significant process improvements, aligning operations more closely with customer requirements and preferences.
Led groundbreaking geographical diversity study that successfully rehomed site-redundant circuits to different provider edge (PE) routers, effectively eliminating over 100 single points of failure.

Authored comprehensive root cause analyses (RCA) in response to critical customer outages and network issues, facilitating ongoing improvements and more efficient issue resolution.

Leveraged expertise to conduct thorough network hardening and diversity reviews, presenting a range of options and providing expert guidance to ensure customers had a clear understanding of the most suitable recommendations.

Delivered effective second-level support for intricate network implementations and managed services change management requests, ensuring seamless operations and client satisfaction.

Technical Services Manager

Cultivated significant wins and renewals totaling approximately $25M in revenue by optimizing C-level relationships within high-stakes accounts to proficiently translate intricate challenges into effective, revenue-boosting solutions.

Led 6 sales account managers specializing in Managed Services and Professional Services.

Strategic Sales Executive

Directed a team of network engineers and project engineers responsible for managing WAN/LAN services for Fortune 100 customers.

Senior Manager (Complex Managed Services Network Operations Center)

Directly led a team of network engineers to achieve team and performance goals.
Assigned as a shift lead in charge of engineers above my grade level.
Technology expert in VSAT (Very Small Aperture Terminal) satellite data delivery
Perform real-time monitoring, troubleshooting, and testing of circuits for 100+ Complex Managed Services customers.
Staff technical trainer on all new technologies.

Network Engineering Lead

Muzak Holdings LLC

(Muzak provided background music for businesses and homes via satellite and streaming. Muzak's services include music, digital signage, hold music, on-hold messaging, scent, integrated audio-visual, and mobile marketing solutions)

Led daily operations of business music broadcast station in all aspects of satellite and streaming music delivery and advertising content.

Manager of Engineering

US Navy

(The mission of the U.S. Submarine Force is to execute the mission of the U.S. Navy in and from the undersea domain)

Petty Officer 2nd Class FT2(SS). Qualified in Submarines.

Awarded two Navy Achievement Medals (NAM) under combat conditions

Meritoriously advanced via decree of Commanding Officer to Petty Officer 2nd Class outside the promotion cycle.

Directed an at-sea division (acting FT1) of 5 Fire Control Technicians in the operation and maintenance of submarine combat control systems. Enhanced targeting accuracy and operational readiness through meticulous system calibrations, resulting in a 25% increase in mission efficiency.

Spearheaded a critical upgrade project for fire control systems, which involved scheduling, coordination with multiple departments, and hands-on technical work. Successfully completed the project two weeks ahead of schedule, under budget, and without compromise on submarine safety or mission capability.

Conducted regular and emergency maintenance on advanced submarine weapon control systems, ensuring a 98% readiness rate. Identified and rectified a recurring issue in the targeting system, which prevented potential mission delays and operational hazards.

Developed and implemented a comprehensive training program for junior Fire Control Technicians and related submarine crew, increasing departmental qualifications by 40%.

Held a TS/SCI clearance.

Petty Officer Second Class

Dynamic Customer Success Leader with 10+ years of experience driving transformative customer experiences, maximizing retention, and accelerating revenue growth across diverse industries. Proven expertise in developing customer-centric strategies, building high-performance teams, and scaling customer success operations within dynamic, fast-paced environments. Committed to fostering collaborative, data-driven cultures that consistently exceed customer expectations, leading to increased lifetime value and long-term business success.


Google Workspace | Salesforce | AI | Microsoft Suite (including Visio and Project) | Adobe Creative Cloud | Pipedrive | Smartsheet | Gainsight | Hubspot | Jira | Asana | Slack | Tableau | Power BI | Confluence

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