Manager, Support Account Services at ServiceNow (2024 – Present)
- Built a global Follow-the-Sun operating model delivering 24/7 Priority 1 incident coverage for Fortune 100 enterprise customers.
- Led enterprise support operations across managers, technical specialists, and customer-facing teams, reinforcing accountability, operational discipline, and consistent execution.
- Championed AI-powered automation to improve service quality, operational efficiency, and response times across support workflows.
- Developed and mentored high-performing teams through clear accountability, leadership coaching, and continuous-improvement practices.
- Aligned executive leadership, Product, Engineering, and customer organizations around critical priorities, escalation response, and strategic service outcomes.
Senior Support Account Manager at ServiceNow (2023 – 2024)
- Served as a trusted advisor to strategic enterprise customers, managing executive relationships, service risk, and critical escalations.
- Led executive service reviews and governance discussions focused on platform adoption, performance, customer satisfaction, and long-term account health.
- Partnered with Sales, Product, and Support leaders to identify customer risks, strengthen retention, and improve platform value realization.
- Delivered proactive recommendations that strengthened platform utilization, executive alignment, and long-term account success.
Technical Account Manager at FM:Systems (2023 – 2023)
- Provided strategic technical guidance and solution design for enterprise customers navigating complex platform and operational requirements.
- Translated business objectives into platform solutions that improved workflow alignment and supported stronger value realization.
- Developed industry-specific solution approaches by aligning customer requirements with enterprise platform capabilities.
- Collaborated with customer stakeholders to optimize operational processes and strengthen adoption of enterprise capabilities.
Senior Manager, Application Support at Aya Healthcare (2021 – 2022)
- Expanded the Application Support organization while improving service quality, customer satisfaction, and operational performance.
- Managed 16 employees and 2 managers across support operations, resource planning, performance management, and workforce initiatives.
- Drove workforce planning and performance management to strengthen utilization, service consistency, and team capacity across support operations.
- Partnered with Product Management to improve requirements quality, reduce customer-impacting defects, and strengthen the feedback loop between support and product teams.
- Created leadership and career-development programs that improved team performance and resulted in zero voluntary turnover.
Technical Support Manager at AristaMD (2017 – 2021)
- Designed structured onboarding and performance programs that accelerated employee readiness, increased productivity, and improved retention.
- Introduced support technologies and operational processes that reduced resolution times and improved customer satisfaction.
- Managed daily support operations and performance metrics with a focus on service quality, employee readiness, and customer experience.
- Achieved a 90% first-call resolution rate while maintaining strong customer-experience performance across daily support operations.
- Implemented performance-monitoring frameworks that increased visibility, accountability, and consistency across the support organization.
