I help SaaS and technology-driven companies build Customer Experience teams that don’t just handle customers; they grow loyalty, retention, and revenue. As a Fractional Customer-focused Executive, I step into organizations of all sizes and complexity, uncover where communication and accountability have broken down, and design systems that scale. Whether the goal is to build teams from scratch, fix a struggling support function, align success and engineering, or create a customer-first operating model, I focus on measurable, durable change. Over the past nearly 20 years, I’ve led CX transformations across fintech, logistics, healthtech, and the full spectrum of SaaS technologies; from early-stage startups to global enterprises. I’ve cut time-to-resolution by 95%, driven double-digit increases in CSAT and NPS, and built continuing-education programs that keep technical teams sharp. Most recently, I partnered with ZF SCALAR, the connected-fleet SaaS division of ZF Group during a major internal transition and helped to unify global service operations across Europe and India. If you’re scaling fast, rebuilding after growth, or need steady CX leadership with or without a full-time executive hire, I can help you design the roadmap, source and train first-class employees, lead the team, and wow the customers.