Technology Services Industry Association (TSIA)

Director, Service Offer Portfolio Research |   2020-present

Focused on the Service Offer Portfolio domain with TSIA, a research and advisory firm on a mission to help technology companies strategically leverage services to drive profitable growth. Staying current on the latest industry trends to provide TSIA members the data-driven insight they need to advance their business.

McAfee

Director PRODUCT MANAGeMENT  |  2017-2019

• Restructured McAfee cybersecurity services, migrating legacy premium service offerings to new customer success plans while growing overall technical services revenue and profitability.
• Provided strategic and tactical product management support for consulting and education services as McAfee transitioned away from Intel, refining the existing portfolio of services, ensuring new software offerings were well matched with enabling services, and ultimately driving improved customer NPS and growth rates that outpaced overall company growth.

Symantec

Senior manager, PRODUCT MANAGMENT & MARKETING  |  2012-2017

• Drove the evolution of Symantec's technical services portfolio as premium technical support, consulting services, and education services were packaged into new customer success offerings. Served as product manager for Premium Support, Business Critical Services, and Customer Success Services. Customers with these services grew their spend with the company significantly faster than customers without premium services.
• Boosted customer satisfaction and service revenue significantly by translating customer feedback into rapid tangible improvements in Symantec's online customer support experience. Coordinated on a variety of projects with multiple development teams, scrum managers, and other program managers as the business owner (using agile methodology) representing the customer's voice.
• Designed and led "Voice of the Customer" (VOC) qualitative research efforts, ensuring that customer perspectives were represented in both customer-facing content and sales-enablement materials.

Customer Experience Consultant

OWNER/CONSULTANT  |  2010-2012

• Delivered consulting services focused on service process evaluation and redesign, customer satisfaction assessment, customer support monitoring and quality assessment, training and mentoring of service professionals, and other services.
• Advised companies how to boost customer satisfaction and customer loyalty while accelerating revenue growth and profitability.

Websense

SENIOR DIRECTOR, SERVICE & SUPPORT  |  2007-2009

• Directed an 85-person technical support team through a period of massive restructuring and adaptation to company growth.
• Increased technical support revenue, most notably through launching a new premium services program that added significantly to billings in the first year.
• Orchestrated comprehensive redesign of global enterprise technical support portfolio, consolidating a disparate mix of historical offerings into a unified suite of 3 profitable support programs.

Symantec

SENIOR DIRECTOR, SERVICES  |  2002-2007

• Managed global enterprise support programs, increasing support revenue dramatically.
• Conducted multiple cost-reduction activities that led to a sustainable spending rate that was among the lowest in the industry.
• Coordinated global technical support integration efforts for several mergers and acquisitions, including Veritas, Brightmail, Powerquest, and On Technology.
• Participated as primary contributor in high-level development of customer support strategy, in close cooperation with other global operations leaders.

Symantec

SENIOR DIRECTOR, SERVICES & SUPPORT |  1998-2002

• Held responsibility for all customer service and support functions for Symantec’s Europe, Middle East, and Africa (EMEA) region, based in The Netherlands, leading a 200-person team in multiple call centers throughout the region.
• Directed the rapid restructuring and growth of the service and support team in support of regional revenue performance and added consulting and education services to build out the professional services portfolio.
• Generated measurably higher customer satisfaction and increased premium services revenue by more than 300%.
• Managed a $xxM operating budget, decreasing operating costs by 2 points as a percent of revenue.

Symantec

SUPERVISOR/Manager/Senior Manager  |  1993-1998

• Developed the first Symantec technical support web portal (support.symantec.com).
• Managed several technical support teams; approximately 80 technicians delivering support both by phone and the Internet.

Education

Masters of Business Administration

Nyenrode University |  BREUKELEN, THE NETHERLANDS

Advanced international MBA requiring extensive coursework at three universities for a uniquely global approach to leadership education. All modules successfully completed in Nyenrode University in The Netherlands, University of Stellenbosch in South Africa, and Kellogg School of Management (Northwestern University) in the United States. (Marketing modules taught by Philip Kotler.)

Bachelor of Science - Accounting

SOUTHEASTERN LOUISIANA UNIVERSITY |  HAMMOND, LA, USA

National Merit Scholar, Honors Program