Profile

My recent focus has been on driving customer success with Dynamics implementations.

It is easy to implement software. It is hard to get full value out of the implementation. We aimed to address that critical gap in traditional consulting and OCM services by staying engaged with the customer in the long term, developing metrics and scoring for key user behaviors, and reinforcing management and leadership commitment in driving change. The results for customers who fully embraced the process was nothing short of transformative.

Fully remote since 2003.

Experience

Alithya
Solution Architect, Customer Success | Remote | 2018 - 06/2023

· Co-developed a proof-of-concept program utilizing a unique, heavily data-driven approach to customer success. Complex data around general user adoption as well as leading indicators of specific strategic outcomes were distilled into concise, instantly understandable and more importantly actionable metrics and scores. A monthly cadence structure built around these metrics, commitments, and accountability was used to drive progress.

Edgewater Fullscope

Solution Architect, Product Development | Remote | 2016 - 2018

· Created a new line of business around IP sales leveraging the Solution features of Microsoft Dynamics, focused on product extension and addressing common customer pain points.

Solution Architect | Remote | 2008 - 2016

· Led over 200 Dynamics CE/CRM implementations.

Black Horse Creative

Web Design, Web Advertising, Print, Consulting | South Carolina | 2003 - 2008

Education

University of Southern California • 1995 - 1999

BA in Philosophy and History

Summa cum laude with honors in Philosophy and History; Phi Beta Kappa, Phi Kappa Phi, Golden Key.

Skills & Expertise

· Data and business process analysis

· Scoring system development

· User engagement

· Long-term change management

· Dynamics solution architecture

· Actionable reporting

Awards and Scholarships

2015 MVP of the Year, Zero2Ten | National Merit Scholarship 1995