Chief Transformation Officer

Executive Summary

Transformation and customer-operations executive who has led enterprise change, scaled global post-sales organizations, and driven retention and revenue expansion through operating-model redesign, product/service alignment, and M&A integration.

Core Strengths

Leadership across post-sales functions; customer success and service delivery; strategic planning and operating cadence; change management; cross-functional execution; KPI/dashboard development; process improvement (Lean/Six Sigma); stakeholder communication and executive alignment.

Experience

Waste & Recycling Technology Company 
Chief Transformation Officer | 2025 to Present

-Established and led the organization’s transformation office, focusing on customer outcomes, adoption, and scalable delivery.

-Built multi-year roadmaps tying market needs to product/service priorities and measurable business results.

-Led enterprise change programs to improve operating agility, consistency, and execution across departments.

-Guided leaders through complex organizational shifts, emphasizing speed-to-value and adoption enablement.

Waste & Recycling Technology Company 
Chief Customer Officer | 2022 to 2025

-Led global post-sales groups spanning services delivery, fulfillment, product-adjacent programs, customer success, technical account management, and support.

-Improved retention performance (including net revenue retention reported at 112%) via structured success plays, proactive engagement, and operational discipline.

-Built and scaled a technical account management function to deepen strategic customer partnerships.

-Served in an executive “office of the CEO” operating model during a leadership transition, helping drive revenue growth through expansion and acquisition integration.

Fleet Telematics & Transportation Technology Company
Senior Vice President, Operations | 2018 to 2022

-Owned North America post-sales operations including supply chain, fulfillment, onboarding, compliance, professional services, customer success, technical account management, and support.

-Managed budgets and unit-level P&Ls; implemented operating rhythms and performance reporting for scale.

-Standardized customer health, NPS, QBRs, and risk models; improved predictability of renewals and expansion.

-Led CRM governance and multi-geo process changes; expanded digital channels for intake and customer interaction analytics.

-Supported post-acquisition restructuring to align teams, processes, and systems for growth.

Waste & Recycling SaaS Company
Vice President, Customer Success / Account Management | 2016 to 2018

-Designed a global customer success strategy and shifted account management to a proactive value model.

-Built lifecycle frameworks (journeys, handoffs, engagement standards) and success metrics used for onboarding and enablement.

-Partnered with executives and investors on North America strategy, including diligence support and integration planning.

-Improved renewal and churn visibility by aligning finance/sales operations on forecasting and pipeline management.

-Fed product prioritization with structured customer insights to increase adoption and satisfaction.

Waste & Recycling Software Company
Vice President, Marketing | 2010 to 2016

-Led brand, demand generation, web/SEO, content strategy, and go-to-market programs tied to pipeline and revenue goals.

-Ran rebrand efforts and managed marketing budgets; built reporting to measure ROI on spend.

-Supported major-account sales motions including high-value demos, proposals, and RFP responses.

Waste & Recycling Software Company
Operations Manager | 2006 to 2010

-Managed implementations and post-sale delivery; led project managers, trainers/consultants, and account roles.

-Developed implementation and training standards; improved delivery consistency and customer support handoffs.

-Partnered with product engineering leadership on enhancements and architecture decisions for a C#/.NET application