Detailed info

I am a Global C-suite business and cloud executive with a proven track record of scaling and leading customer experience and support operations in SaaS, PaaS, and IaaS environments. My expertise lies in building organizations from the ground up and transforming existing ones while working with customers to drive their own business growth. I thrive on building high-performance teams to recognize technology’s potential to help customers achieve business value.

I understand value drivers across customer segments and geographies and have a proven ability to design and deliver experiences that lead to customer satisfaction, revenue expansion, and churn prevention while improving the organization’s bottom line at scale. I have assisted companies of all sizes, identifying pain points, designing personalized customer experience journeys, and delivering the most customer-friendly, advanced technology experience.

As the Vice President of Google Cloud Support, I was a member of Google Cloud’s Senior Customer Experience leadership team, responsible for defining and executing the post-sales Customer Success/Experience strategy collaboratively across the enterprise, supporting Google Cloud revenue growth from ~$8B to $25B in three years. I managed a $500M+ P&L and a global team of 5,000+, supporting GCP and Workspace.

At Salesforce, I was at the forefront of developing Customer Success and Support functions in startup mode. My achievements include building and scaling Salesforce Technical Support, instituting cross-functional response teams to mitigate outages, and creating, developing, and implementing Red Accounts to prevent churn and accelerate revenue. I joined Salesforce when the company revenues were <$1B and supported the growth to $16.5B in eleven years.

I am known for my ability to establish a compelling vision and inspire teams to achieve the impossible. I am detail-oriented, data-driven, and establish strong operational rigor. At the same time, I believe in developing, empowering, and supporting teams to do their best work. For fun, I enjoy getting out on family road trips whenever possible. In 2016, we drove cross-country across the US, covering 25 states (10k miles) in 7 weeks. We’ve done multiple trips since!