• Scaled global operations: Supported company expansion from 30 to 175+ employees across NA, EMEA, and APAC, architecting all customer - facing operations and processes. • Partner onboarding & certification programs: spearheaded partner education program to ensure high standard of customer onboarding success. • Delivered exceptional retention: Owned 100% of post - sales revenue with 96% renewal rate (2016 - 2022), transforming NPS from 16 to 35 and maintaining 4.6 / 5 CSAT. • Built customer success infrastructure: Launched Yellowfin University (global LMS program), community support, KCS framework, and customer advisory boards to drive product adoption and customer feedback integration. • Integrated Yellowfin into BMC Helix: as both Project Manager and Account Manager, delivering observability analytics for enterprise clients. Partnered with BMC development team to embed BI analytics into their global ITSM solution. • Unified business operations: Designed and administered Salesforce architecture connecting sales, customer success, product, and operations teams with streamlined processes and feedback loops. • Connected CX with Development: Worked closely with product team, managed QA, pushed the adoption of agile framework, LIFO, and dedicated BAU resources for improved customer experience and renewal success.

• Built startup operations from scratch: First employee hire, architected all business systems (CRM, ERP, e - commerce, website) and processes to support omnichannel sales and rapid scaling. • Achieved rapid profitability: Designed and executed go - to - market strategy, reaching profitability within two quarters and winning Best New Product at SIMA 2013. • Scaled Partner, Pro - Team, and Social network: Managed dealer enablement programs supporting 175+ partners with marketing, digital content, and sales materials. Managed the Pro - Team of 50 athletes to gather social content to build brand awareness.

• Delivered industry - leading retention: Achieved 99% renewal rate by launching a proactive CS outreach program and new education program that reduced onboarding time by 30%. • Built observability & monitoring tools: Co - created EagleEye, an internal black - ops project turned award - winning observability tool that monitored 800+ TV broadcast servers in real time, reduced escalations by 80%, and became an award winning flagship product still in use today. • Unified operational workflows: Implemented and administered NetSuite across sales, marketing, support, product, and training — consolidating CS and revenue operations for greater agility.

• Built customer success foundation: Employee #15, architected customer - centric operations after a 4 company merger, managed 135+ employees, established account management practices and support systems that became company standards. • Pioneered customer education platforms: Developed Marketron University (LMS) and MyMarketron.com self - service community, reducing onboarding time and driving customer retention through structured education and certification programs. • Created data - driven customer operations: Implemented KPI dashboards, Voice of Customer programs, and customer advisory boards, establishing feedback loops that directly influenced product development and business strategy. • Achieved exceptional team performance: Maintained 95% employee retention for over 10 years through innovative Voice of Employee programs and knowledge - sharing initiatives. • Led M&A integration for CS: Acquired by Black Rock in a 4 company roll - up. Owned M&A integration for customer - facing teams, uniting support, services, and account management across four companies. • Built in - house CRM uniting all business units: Product Manager for Customer Central our in - house CRM that united sales, services, support, and account management in one system. This CRM is still being used today…take that SFDC!

● Transformed company trajectory: Reduced EBITDA deficit by $600K (71%) and achieved 50% increase in new business through strategic restructuring of global teams, process, and company culture across NA, EMEA, and APAC. ●​ Drove explosive growth: Led 5x pipeline increase by rebuilding sales and marketing team, process, event, and outbound approach. ●​ Modernized product data infrastructure: migrated from Postgres to Snowflake, integrated Fivetran, Coalesce, and Yellowfin BI for real-time visualization and client performance monitoring, creating an AI-ready analytics layer for customer value delivery. ● ​AI-powered operations: Implemented automation and AI insights to streamline team workflows and enhance support efficiency at scale. ●​ Eliminated customer churn crisis: Cut churn from 40% to 17% by redesigning customer lifecycle engagement frameworks, shifting focus to value realization storytelling and proactive adoption programs. ●​ Led M&A integration: Acquired and integrated company in January 2025, expanding revenue streams and service capabilities. ●​ Built high-performance culture: Achieved 84% employee satisfaction through new performance management, compensation structure, and VoE programs. ● ​Delivered exceptional customer experience: Maintained 4/5 satisfaction rating for onboarding and renewal processes (VoC).

CX Leader of the Year Finalist: 2021 , 2022, 2023 ● XMP ● SHRM