Experience & Education

Senior Manager, Customer Success

Lead strategic customer success initiatives for Enterprise Subscription Services (ESS), partnering with global enterprise customers to maximize software adoption, strengthen executive relationships, and deliver measurable business value across complex engineering environments.

• Designed and implemented the global Enterprise Subscription Services operational playbook, establishing standardized customer engagement processes that created a consistent worldwide customer experience.
• Developed customer success methodologies that measure customer outcomes and quantify business value, enabling continuous improvement of the ESS program.
• Serve as executive advocate for strategic enterprise customers, coordinating Product Management, R&D, Professional Services, Technical Support, Partners, and Sales to accelerate successful deployments.
• Lead executive customer workshops, strategic planning sessions, roadmap discussions, and technical reviews for global enterprise organizations.
• Develop executive presentations, webinars, customer communications, and enablement materials supporting worldwide customer engagement.
• Build long-term trusted relationships with enterprise customers, serving as a strategic advisor throughout their software lifecycle.

Senior Consulting Program Manager

Directed complex enterprise consulting engagements for strategic global customers, providing executive leadership across planning, implementation, financial management, organizational change, and software deployment.

• Led a comprehensive Product Maturity Assessment for a Top 10 engineering firm, identifying workflow improvements that increased operational efficiency by approximately 2.5x.
• Directed multidisciplinary consulting teams supporting a $3 million electrical substation design initiative for one of the nation’s largest utility providers.
• Managed executive stakeholder communications, project governance, financial performance, and consulting delivery across multiple enterprise engagements.

Senior Project Manager

Played a foundational role in building Bentley’s global Professional Services organization from one of its earliest project managers into an international consulting organization supporting enterprise customers worldwide. Led strategic software implementations, organizational transformation initiatives, enterprise architecture engagements, and global consulting programs for Fortune 500 customers.

• Successfully deployed a global Professional Services Automation platform, helping standardize project, resource, and financial management while training worldwide consulting teams during rollout.
• Directed implementation of an enterprise Oracle-based engineering knowledge management solution supporting thousands of users, producing approximately $800,000 in annual savings and a four-times return on investment.
• Led delivery of a cloud-based enterprise asset management solution providing mobile access to terabytes of engineering information, reducing field errors by 70%.
• Managed Agile software development initiatives with globally distributed development teams, delivering applications that reduced engineering production time by 40% while saving approximately $1.2 million annually.
• Recovered a troubled SQL Server implementation through improved governance, stakeholder communication, risk management, and scope control, delivering the project successfully while generating additional follow-on business.
• Led enterprise discovery and strategic planning engagements for Fortune 200 organizations that resulted in follow-on consulting engagements exceeding $1 million and projected customer savings greater than $50 million.
• Partnered closely with Sales throughout the consulting lifecycle, including discovery, solution architecture, proposal development, project estimation, pricing strategy, and contract negotiations.

• Experienced full-stack web developer with expertise in PHP, HTML, CSS, JavaScript, UX/UI design, and database-driven web applications.
• Extensive experience developing executive presentations, customer communications, marketing collateral, technical documentation, and training materials.
• Deep understanding of Technology Services Industry Association (TSIA) consulting and customer success best practices.
• Background in commercial software development, architecture, enterprise consulting, and technical education provides a uniquely broad business perspective.

Tennessee Tech University

Masters in Business Administration (2024)

Courses of study included Financial Management, Business Strategy, Analytical Decision Making, Strategic Marketing, Organizational Leadership, Management of Information Technology, and Accounting Information for Management Decisions

Bachelor of Architecture (1985)

• Five-year Professional Degree that provided both a deep and broad education in the field of architecture and environmental design.
• Course studies included architectural design, structural and mechanical engineering, landscape architecture, interior design, and construction science.
• Created a custom area of study in computer-aided design technology during the infancy of the technology; wrote my own Computer-Aided Design (CAD) application on a Tectronix 4010.

Project Management Certificate (1998)

• Communications Tools & Techniques
• Scheduling Tools & Techniques
• Tools & Techniques to Effectively Manage Cost, Risk and Scope
• Win-Win Negotiations
• Strategic Communications in the Workplace
• Essentials of Leadership for Managers

• Project Management Professional (PMP)®; May 2015 – Present, License 1817026
• ITIL® Foundation Certification – IT Service Management; Dec 2018 – Present License GR750505006DH
• Registered Architect, District of Columbia; Dec 1991 – Apr 2002
• LEED Accredited Professional from the Green Building Certification Institute (GBCI); Jun 2009 – Present
• Numerous Project Management Institute (PMI) Project Management Professional (PMP) courses
• Project Management for Success (Harrisburg University)
• Leadership and Motivation Project Management Series (Keller Center for Learning)
• STEM/Engineering Mentor, Future City Competition