Senior Account Executive
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A dedicated and innovative senior account executive with experience in customer relations, pre- and post-sales support, program management, and operations, with proven leadership, negotiation, and problem resolution skills. Develops and strengthens strategic relationships by articulating business and technical aspects of any opportunity, innovatively promoting growth and solving problems across internal and external organizations. Builds, motivates and leads effective teams that exceed expectations by establishing clear objectives and instilling a sense of ownership.
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Developing Strong Customer Engagement Resulting in Retention and Growth
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C-Suite Level Presentations
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Structuring and Executing on Strategic Partnerships
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Training & Mentoring
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Product Innovation & Development
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CHARTER COMMUNICATIONS, Denver, CO 2017 - 2023
Senior Director, Video Support Center - Video Operations 2018 - 2023
Director, Advanced Engineering 2017 - 2018
Continuously improved departmental metrics over 4-year tenure, reducing time to resolution by 46%, number of over 4-hour outages 90% and number of self-inflicted outages 99% through improved policies, documentation, coaching and training.
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Retained over 95% of team members by maintaining positive team morale through career development and growth opportunities.
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Built and strengthened strong cross organizational relationships from engineer up to Senior Vice President, resulting in improved communications, fewer escalations, and reduced time to resolution.
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Led a team of 115+ engineers, 14 managers and 4 directors, 7x24, supporting entire video infrastructure.
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Successfully deployed the first Charter created set-top boxes, Worldbox 2.0.
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Directed design, troubleshooting, launch, and successful deployment.
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Managed all aspects of multi-vendor communication, delivery, and relationships.
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Led multiple cross-departmental teams gathering and defining software and hardware requirements as well as clearly identifying and resolving defects and deployment issues.
CADENT TECHNOLOGY (formerly BlackArrow), Denver, CO 2015 - 2017
Senior Director, Account Management and Client Services
Successfully managed and grew Cadent’s largest North American customer, Charter Communications, by over 10% in 1 year. Strong performance led to my recruitment by Charter in 2017.
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Drove and directed roadmap development progress and defect resolution between Cadent and Charter business and engineering teams.
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Enforced compliance with contract, roadmap, and specification requirements while championing product enhancement requests.
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Established communication plan with Charter Executives to ensure alignment on program progress and deliverables.
PUREINTEGRATION, LLC, Denver, CO 2014 - 2015
Managed technical integration efforts of Charter / Time Warner Cable merger, ensuring all activities and schedules aligned with public statements from Charter executive leadership while navigating regulatory hurdles, issues, notifications.
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Coordinated overall merger / integration schedule and dependencies related to Video on Demand requirements, enhancements and upgrades.
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Identified Advanced Engineering core areas of technology integration, enabling new Charter organization to eliminate duplication in networks, systems, and services.
ENVIVIO, INC., Denver, CO 2013 - 2014
Senior Director, Professional Services - Americas 2014
Program Manager 2013 - 2014
Rapidly increased product delivery and installations for North and South American customers by recruiting and ramping team by 40+%
in 6 months.
system deployment, project management, product roadmap development and customer relationship management.
TEKSYSTEMS, LLC, Broomfield, CO 2012 - 2013
Grew existing client base revenue $15M+ by identifying, negotiating, and closing new business opportunities and extensions.
deployed, and managed team of technical professionals to Time Warner Cable for consumer device software development.
SEACHANGE INTERNATIONAL, INC., Acton, MA / Superior, CO 2001 - 2012
Senior Director, Program Management 2007 - 2012
Director, Program Management, Program Manager 2001 - 2007
Led partnership with Comcast, deploying and evolving the first Video On Demand (VOD) solution from trial to a $1B annual revenue stream.
Charter, RCN, Cox, Rogers, IOL Broadband, AsiaNET, CJ CableNET, CTC, KDDI, NTT East and ODTV.
American and APAC program managers responsible for pre and post sales services and all aspects of SeaChange customer satisfaction.
Vice Presidents, resulting in approval to deploy VOD across entire Comcast footprint.
CABLELABS, INC, Louisville, CO, Technology Strategist / Manager, Network Integration
CORTECH, INC, Denver, CO, Manager, Applications and Systems Development
CYBERGRAPHIC SYSTEMS, INC, Wakefield, MA, Account Manager
BA in Physics from Swarthmore College
