Professional Experience
I bring over 15 years of experience leading technology operations, customer success enablement, and program execution across complex, fast-moving environments.
Technical Project Manager & Customer Success Operations Leader
Enterprise SaaS & Technology Organizations
I’ve led cross-functional initiatives spanning customer success, support, IT operations, and product—often serving as the connective tissue between strategy and execution.
Core Responsibilities & Scope:
Led technical and operational programs supporting customer success, service delivery, and platform reliability.
Designed and optimized workflows, dashboards, and internal tools to improve visibility, decision-making, and execution.
Partnered with leadership to translate business objectives into executable roadmaps and timelines.
Managed distributed teams across technical and non-technical roles.
Acted as liaison between customer-facing teams, engineering, and leadership.
Customer Success Operations & Enablement
I’ve built and supported systems that help customer success teams operate more effectively at scale.
Key Contributions:
Improved customer experience through process standardization and enablement initiatives.
Supported retention and expansion efforts through operational improvements.
Developed internal documentation, reporting, and performance insights.
Helped align customer success operations with broader revenue and service goals.
Program & Project Leadership
Across multiple initiatives, I’ve driven programs from ambiguity to execution.
Areas of Impact:
Program planning and execution across SaaS and IT environments.
Cross-functional coordination and stakeholder management.
Risk identification, mitigation, and delivery tracking.
Continuous improvement through post-launch evaluation.
Selected Achievements
15+ Years
Technology, operations, and program leadership experience
10+ Teams
Led and coordinated cross-functional teams across customer success, support, IT, and product
Multiple SaaS Platforms
Implemented, optimized, and supported CRM, support, billing, and analytics systems
20–40%
operational efficiency improvements
6-Figure Impact
Supported bad-debt recovery and sales initiatives contributing to improved revenue outcomes.
6 Internal Awards (2024)
Recognized for high-impact delivery across operations and special initiatives.
Tools & Platforms
CRM, Customer Success,
& Service Platforms
Salesforce (Sales Cloud, Service Cloud)
ServiceNow
- Zoho One (CRM, Bookings, Desk, Assist)
- ChurnZero
Digital Marketing
& Brand Platforms
- Mailchimp
- Zoho Campaigns
- HubSpot Marketing
- Meta Business Suite & Ads Manager
Creative & Digital
Design
- Canva
- Graphic design tools
- Brand asset management & social content design
Project, Program & Work Management
- Zoho Projects
- Monday.com
- Jira / Confluence (familiarity)
- Asana / Smartsheet (familiarity)
Web Design, Domains,
& Hosting
- Website design & development
GoDaddy (domain management, DNS, hosting coordination)
SSL / HTTPS Management
Revenue, Payments,
& Commerce Systems
- Shopify & Shopify Payments
- Stripe
- Zoho Books & Zoho Billing
- Point-of-Sale (POS) Systems
Automation
& Integration
- Power Automate
- Zapier
- Workflow and process automation across SaaS platforms
- IoT platforms and connected device ecosystems
Analytics, Reporting,
& Insights
- Microsoft Power BI
- Zoho Analytics
Google Analytics (GA4)
Google Search Console
SQL-based reporting
Development, Data,
& Technical Skills
- HTML
- CSS
- SQL
- C++
- REST APIs & integrations
Microsoft Ecosystem:
Productivity & Collaboration
- Microsoft 365 / Office 365 Suite
- Microsoft Outlook
- Microsoft Teams
- Microsoft OneDrive
- Microsoft SharePoint
- Microsoft OneNote
Microsoft Ecosystem:
Systems & Identity
Microsoft Windows (Client & Server)
Microsoft Active Directory
Microsoft Exchange
Microsoft SCCM
Infrastructure, Identity,
& Security
- TCP/IP Networking
- DNS, DHCP, Group Policy
- Internet Information Services (IIS)
- Single Sign-On (SSO) & Multi-Factor Authentication (MFA) Platforms
- Citrix
- VMware