Accountable for operational success from preparation through execution and delivery of multiple releases per year. Engaged with Engineering and Product teams to align on release cycles to ensure on-time delivery to plan. Coordinated with Marketing, Legal, Product Operations, Pricing and Packaging, and other functions to ensure content was complete, new products were introduced and followed a defined process, and products across Industries were addressing compliance requirements.

Responsible for release health and delivery, and operational support for 6 solutions with the cloud-based digital platform. Technical customer engagement for cloud service offerings.

Implemented and managed the development and rollout of the service management system which was based upon Salesforce CRM supporting the global support organization. The result was a harmonized system which standardized and modernized the customer support model for the organization.

Developed and facilitated service delivery strategic intent for the global Software Customer Services organization using best practices, including ITIL and ISO.

Managed escalated customers by performing root cause analysis, deep-dive technical troubleshooting and on-site customer relationship management.