Director, Customer Success - Helping customers accelerating the pace of innovation
Los Angeles, CA
A forward-thinking, inspirational leader with a history of nurturing healthy and fruitful partnerships across different business segments to generating decisive, win-win solutions that increase revenue and harness the power of highly functional teams. Over 15 years of consistent professional growth and advancement. A proven record of successfully acquiring new customers and exceeding customer implementation expectations leading to expanded partnerships. Currently working with visionary IT Executive leaders to leverage the Delphix Dynamic Data Platform to reduce friction in the software delivery process, and accelerate IT business value.
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Mar 2015 - Present
West Coast Director, Customer Success
With an unfathomable growth in data comes an unquenchable thirst to use that data for business advantage. Delphix’s mission is to connect people with the data they need to accelerate that innovation. The Delphix Dynamic Data Platform allows data to be securely delivered to every stakeholder, across on-premise, cloud and hybrid environments at the speed and scale required to enable rapid development and delivery of applications and solutions. The platform provides the industry’s most comprehensive DataOps solution, enabling companies to easily deliver and secure data, wherever it exists. It reduces data friction by providing a collaborative platform for data operators (such as DBAs, InfoSec & IT Operations teams) and data consumers (such as developers, QA, Analysts and data scientists), ensuring that sensitive data is secured and that the right data is made available to the right people, when and where they need it.
Apr 2010 - Mar 2015
Director – IT Development, Financial & Supply Chain Systems
Led a talented management team accountable for a 50+ mix of onshore & offshore consultants and employee that delivered enhancement and new application to partners for tactical and strategic company initiatives. Collaborate with finance executives to align IT with the primary strategic business objectives and created long-term plans to accomplish goals while adjusting to changing market factors. Partnered with cross-functional teams to explore how to leverage emerging technologies and methodologies to decrease time to market and cost, while increasing quality and flexibility and created a process that was; 50% faster; had 50% fewer defects and delivered in 50% of the time. Implemented approximately 8-10 million dollars in capital projects and support expenses with the principal responsibilities including SAP suite of products ECC (finance), CRM and Supply Chain. Reconfigured a struggling SAP outsourcing vendor and continue to work with IT and business partners, transitioning to a new provider without any significant business disruption. Collaborated with cross-functional senior leadership to create a streamlined SAP sourcing model that focuses on delivering strategic and tactical business value. Engineered strategies that transformed a team of in-house development managers into outsourcing vendor managers resulting in maximizing applications potential to increase business value. Implemented a sourcing transition from multiple staff augmentation vendors to a primary sourcing partner. Assisted with long-term resourcing solution to support the implementation of a new billing system, as Interim Director of billing systems. Attracted and retained top-level talent while ensuring a strong focus was kept toward their professional growth through personal mentoring and formal training programs.
Jun 2006 - Mar 2010
Sr Development Manager Commission, Tactical and Support Systems
Expanded responsibilities to include 30+ Support and Tactical applications. With 5 direct managers led an overall team of 16 full-time employees and upward of an additional 20 consultants. Managed 4 to 6 million dollar capital and expense budgets. Reallocated 50% of the original Tactical and Support resources while increasing output ~75% through streamlined development standards and frameworks. Combined two distinctly different development teams into one highly effective team focused on collaboration and increasing business value. Advised team members on career development opportunities through situational training and formal training to ensure their success. Outlined, implemented and nurtured a development culture that encourages innovation, creativity and constructive, candid critiques with a focus on business empowerment. Implemented a development environment that allows for tactical systems to be created with the business partners to support immediate business needs. Worked with business partners to build quick turnaround beta tactical applications that provide immediate business value. Worked with Sales & Marketing to understand sales vision and provided a development perspective on how existing and future commission systems supported the vision. Created a strategic plan for the managers and their teams that aligned with the company, department and overall objectives. Implemented a technical strategy for consolidating and streamlining the multiple fragmented commission systems that recovered implementation costs in the first month of its launch. Collaborated with the operational support organization to create a streamlined process for migrating applications for ongoing support. Defined, documented, and presented strategic initiatives, critical progress reports, and escalations to both technical and business executives. Worked with multiple staffing vendors and reduced consultant costs by 20% while increasing overall project delivery and quality.
Apr 2004 - May 2006
Sr Development Manager, Commission Systems
Led the commission system development team comprised of 6 full-time employees and up to 7 consultants. Managed approximately 3 million dollar capital and expense budget. Responsible for all development associated with dealer partner commissions. Created a technical strategy for consolidating and streamlining the multiple fragmented commission systems. Worked with Sales and Marketing teams to implement a strategic and tactical commission plan that increased subscriber acquisition and decreased churn. Developed, mentored and nurtured an inherited IT focused team into a technical business focused partner. Collaborated with Sales & Marketing to create commission system strategies that enhance their ability to increase subscriber acquisitions. Worked with strategic Telco partner’s IT department and created integration strategies. Reduced vendor consultant costs by 50% while increasing overall project delivery and quality. Led collaborative project with business partners, and IT delivery team that implemented a hybrid SCRUM development lifecycle that reduced delivery time by 25% while increasing partner relationships.
May 2000 - Apr 2004
Strategic Account Manager / Sr Principal Tech Architect / Principal Integration Consultant
Managed and owned strategic accounts and ensured successful implementations and expansions. Assisted in the pre-sales process by working directly with strategic prospective customers to understand their environment while educating them on the Callidus solutions. Presented solutions project scoping and proof of concepts that contributed to securing key strategic accounts like Apple and DIRECTV. Specialized in working with troubled customers to restore a successful relationship. Worked with customers Sales and Marketing teams to translate current and future strategic visions into commission systems framework. Sold additional consultant services to existing customers. Led implementation teams of 3 to 15 consultants. Managed project timelines, budgets, and personnel successfully that elicited highly referenceable customers. Generated statements of work and change requests for projects that ensured successful implementations for both Callidus and customers. Worked with the support organization and engineering on field implementations of beta products. Interviewed, hired and mentored new employees. Created training and certification materials for the entire suite of products. Provided on and off-site training sessions for customers, partners and internal employees. Responsible for all development associated with dealer partner commissions. Designed and successfully implemented a standard transition plan that was utilized by service teams for post implementation production support.
Jan 1999 - Apr 2000
System Application Developer/Analyst
Led a team of 15+ developers that created and successfully implemented a strategy for the year 2000 certification of the payroll application. Worked with a team of 30+ developers installing a customized PeopleSoft payroll application. Designed, developed and implemented interfaces that exchanged benefit information between the payroll application and multiple vendors. Provided 24 hour 7 days a week technical support for Intel’s custom payroll PeopleSoft system. Designed and coordinated the efforts of the team and integrated the current system with upgrades and tax releases.
Carnegie Mellon University
Bachelor of Science (BS), Informations Systems & Industrial Management (Double Major)
Western Reserve Academy