AI Strategist

Product Excellence - AI CoE

ServiceNow

2025 - Present

Senior Principal Business Process Consultant

Customer & Industry Workflow

ServiceNow

2017 - 2025

  • Solution/Process Design and Optimization: Business architect leading process redesigns to support global transformation projects for thousands of system users and millions of transactions. Worked with 4 of the Fortune 10 companies, and over 30 Fortune 500 customers across various industries.

  • Trusted Advisor: Proven ability to influence and provide thought leadership to sponsors and stakeholders, effectively consulting to solve business process and technical challenges Examples - grew a strategic account from $20M to $100M+ in revenue. Increased services revenue by 500%.

  • Adoption Roadmaps: Established Centers of Excellence with customers to onboard teams, create playbooks, and roll out ServiceNow for multi-year customer service transformations across the organization

  • Artificial Intelligence: Subject Matter Expert on the Expert Services AI Champions, defining AI strategy and AI projects to advance the organization.

Software Entrepreneur

Co-Founder/CEO

Oct. 2015 - Dec. 2016

  • Startup Experience: Built a software company from concept to revenue generating platform to address an underserved industry (mental health). Sold my stake to my partners.

  • Sales & Marketing Leadership:  Lead all sales and marketing efforts to acquired over 15 customers representing 70+ provider locations.  

  • VC Experience:  Secured initial funding with angel investors (~$300K). 

Sr. Engagement Manager

ServiceNow

Dec. 2013 - Sept. 2015

  • Service Delivery Leadership:  Engagement Manager responsible for owning and leading over 8+ large multinational implementations with complex integrations. Certified Scrum Master running project teams with 75+ members.  Experience leading Scrum of Scrums. 

  • Business Program Expert:  Program Manager to ensure business value and organizational change was delivered from process redesign & ServiceNow implementation and integrations. 

  • Trusted Advisor:    Achieved delivery success where over 90% of my projects resulted in upsell or follow-on SOW's. 

Senior Engagement Manager

Customer Success Manager

Apptio

Jan. 2012 - Dec. 2013

  • Customer Success Leadership:  First Customer Success Manager hired for the East region. Developed the model for East Coast CSMs and hired/trained over 10 new CSMs. Achieved a 100% renewal rate for the accounts managed

  • Strategic Service Delivery:  As EM, lead the first major deployment in Canada. As well as lead 9+ deliveries to key strategy customers in Northeast. 95% of SOW’s managed resulted in follow-on SOWs.