Advertising & Marketing // Consumer Product Goods // Media & Entertainment // Sales & Service // Technology
Spearheaded end-to-end business process improvements across the lead-to-cash lifecycle for high-profile Fortune 500 organizations contracted for $1–5M. This involved leading discovery sessions across business units to understand and assess current state processes while designing a desired future state that would align cross-functional teams and implement departmental SLAs, standardize performed activities and stage gates throughout the end-to-end process, and streamline & automate information hand-off points between interdependent teams and systems (i.e. CRM, CPQ, CLM, CSM and ERP systems).
+35
%
Improvement in processes through automation & reduction of non-value-add activities
+27
%
Increase in operational efficiency through global process standardization & SLAs
+$4-6M
Annual cost savings potential from investing in & scaling digital capabilities
+ $10M Contract Extension
+ Adapts to Diverse Leadership Styles
+ Thought-Provoking Deliverables
Drove the identification of high-impact strategic growth initiatives for prominent multi-national CPG and Media & Entertainment organizations by leveraging growth and innovation workshops to reimagine the Art Of the Possible. This was done by creating an immersive, interactive and dynamic collaborative space for clients to explore and test new ideas or even challenge the status-quo through hands-on experiences.
The creation of this space enabled identification of new business opportunities and growth potentials while also addressing them through the development of prioritized strategic roadmaps and immediate next steps to be able to quickly activate the organization for long-term organizational success and market leadership around areas such as global growth & go-to-market strategy, full-funnel marketing transformation strategy, portfolio management & product maturity, and operating model transformations.
+2-5
%
Market share expansion through an improved global go-to-market strategy
+40
%
Increase in customer loyalty / stickiness due to personalized brand experiences
+30
%
Elevation in marketing effectiveness via a robust omni-channel / cross-channel strategy
+ Positive & Enthusiastic Demeanor
+ Agile & Adaptive Learner
+ Executive-Level Communication
Implemented GainsightNXT as the CSM software for a large-scale transformation program across multiple business units and client products for a Fortune 500 SaaS organization undergoing a 3+ year transformation journey to modernize and expand their retention and experience management capabilities.
Oversaw a broad scope of responsibilities, such as managing on-shore / off-shore resources, assisting product owners with gathering and refining business requirements, conducting end-user research and user persona development to support user training and adoption, and configuring key Gainsight features (i.e. Automated CTAs and Playbooks, automated Journey Orchestrator Programs, Customer Health Scoring, and Customer Journey Maps & Success Plan templates). Despite not having formal training or expertise as a software developer prior, being able to quickly learn and adapt roles became critical during this experience to be able to support the team and fill an existing gap in resources to ensure we would be able to stand-up core technological functions and address 500+ business requirements by the initially pomised project delivery timeline.
+62
%
Efficiency gain for CSMs through automation & templatization of repeated activities
+45
%
Boost in customer engagement due to the use of personalized journey experiences
-18
%
Reduction in customer churn rates attributed to early & timely CSM service intervention
+20
pts
Elevation in NPS score due to overall increase in client satisfaction scores
+ Synergistic Leadership Style
+ Creative Solution Designs
+ Risk Management & Mitigation
Led advanced data analysis and visualization efforts for senior executives at industry leading corporations across diverse market sectors to communicate opportunities to enhance business performance and drive the case-for-change.
This was accomplished by assessing the master data within the organization to validate data-hygiene parameters and management practices alongside understanding the centralized source of truth for key data points that are critical to performance tracking and reporting. The team was then able to begin deep-diving into the available data and conduct competitive research, and analysis of market trends and imperatives to understand what best-in-class standards are within the market sector alongside understanding the changing dynamics of consumer behaviors.
Having this 360-view allowed for a comprehensive and holistic understanding of the data to be able to identify actionable insights for data-driven decision-making and the development of a cohesive executive presentation leveraging storytelling and visual communication techniques. Following this, strategic plans and charters can be designed to address opportunities for growth or improvement alongside detailed change management strategies, roadmaps and transition plans to directly resolve the expected change impacts on the organization.
+55
%
Boost in decision-making efficiency via automated approval flows and next-best actions
+$1.2M
In new business growth due to speed-to-market / speed-to-contract in the first year
Implementation of data governance frameworks to drive confidence in quality and accuracy
+ Requested by Chief of Staff
+ Intensive Project Timeline
+ Persona-Driven Change Strategy
Managed and directed complex workstreams within large-scale multi-year transformation programs for major global brands contracted for $20–35M.
Performed a variety of roles such as Workstream Manager, Project Manager, Change Manager, Quality Assurance Lead and SCRUM Master. Over the tenure of these roles, adhering to Agile practices and ceremonies ensured the team could streamline its ways-of-working, identify and resolve risks sooner rather than later, continuous communication and reflection, enhance cross-departmental stakeholder collaboration, and succinctly demonstrate iterative progress on feature development and technological capabilities to product delivery managers, owners and their senior leadership / project sponsors at the conclusion of every sprint and performance increment all in an effort to maintain timely completion of project milestones and guarantee transformation realization.
+25
%
Improvement in resource efficiency as a result of effective project and risk management
-8
%
Reduction in project delivery time through comprehensive success metrics and KPIs
Delivery of high-quality results with high stakeholder satisfaction and program success
+ $3.8M Contract Extension
+ Trusted Global Partner
+ Autonomous Work Ethic
Cultivated stronger partner relationship management strategies across industry sectors for both clients and vendors through the optimization of the end-to-end RFP creation, response and delivery process. This was accomplished by assessing and making recommendations to improve the current RFP process, but also by going through the entire process with the client. This included assisting clients define the scope of the RFP, defining and documenting the vendor selection criteria, conducting vendor competitive analysis, and hosting interview / follow-up sessions with the vendors and their references.
Additionally, support has also been provided to SaaS vendors and Media Agency clients who were responding to RFPs (both as incumbents and new competitors) by assessing the current RFP and client management strategies and looking for opportunities to employ new and innovative approaches that would give the vendor a unique selling point to stand-out amongst the crowd. This often included conducting market research to analyze the latest market trends and competitor behaviors, conducting a voice of client / voice of employee analysis and finding ways to incorporate GenAI tools into the client engagement model to enable the vendor to better anticipate client needs and overdeliver through a veil of ‘customer obsession.’
-15
%
Reduction in vendor costs due to prioritization and reassessment of in-house capabilities
-10
%
Reduction in service delivery times from more effective contract and co-partnership terms
+32
%
Increase in client / contract retention and win rates for SaaS and Media Agency vendors
+6
pts
Elevation in NPS score due to overall increase in client satisfaction scores
+ Innovative Problem Solver
+ Supportive Team Player
+ Above & Beyond Expectations