/ Career · Outcomes · Capabilities
Ten years inside the gap between strategy and execution.
Many organizations are better at planning than running. That gap is where I've spent my career, learning exactly where it breaks, and what it takes to fix it.
Snapshot
Leadership + scope
Outcomes
- ~38% implementation time reduction. 73 days to 45, from kickoff to fully live.
- First customer value in ~15 days, down from 30.
- 60+ implementations annually with repeatable outcomes.
- NPS 75+ across enterprise relationships.
- ~40% faster adoption enabled via scalable setup patterns.
- ~10% increase in revenue generated during implementation.
Roles
Own global implementation strategy and delivery execution across enterprise customers. Built scalable onboarding architecture that reduced delivery friction while improving adoption and revenue outcomes.
- ~38% implementation time reduction. 73 days to 45, kickoff to fully live.
- First customer value in ~15 days, down from 30. That number moved because we finally agreed on what ‘live’ actually meant before we started, later shared as a talk at Propel26.
- 60+ implementations annually with repeatable outcomes, not through more headcount, but through better system design.
- Adoption ran ~40% faster. Scalable setup patterns removed the friction, and a coaching-led model meant customers actually used what got set up.
- Improved onboarding-generated revenue by ~10%.
- Manage a fully distributed team: coaching-led, high autonomy, close when it matters or is asked for.
Led enterprise onboarding execution and operational improvement initiatives, establishing repeatable delivery patterns adopted across the organization.
- Managed complex enterprise implementations across cross-functional teams.
- Developed onboarding frameworks improving consistency and delivery speed.
- Partnered with Product and Customer Success to improve adoption outcomes.
Led operational delivery across enterprise implementations following company merger, improving coordination between Product, Services, and Customer teams.
- Delivered high-complexity implementations across nonprofit enterprise customers.
- Reduced execution friction through clearer ownership and delivery workflows.
- Supported organizational transition during large-scale platform integration.
Managed 25+ implementations annually across foundations, nonprofits, and universities, supporting $101M+ in fundraising revenue over three years.
Supported concurrent client implementations in a high-growth startup environment, including webinars and client training.
Managed 40–50 concurrent inbound support cases while exceeding response and satisfaction metrics.
Capabilities
- Implementation strategy and delivery motion design
- Process design that accounts for adoption by the people running it, not just the output it’s meant to produce
- Cross-functional alignment across PS, Product, CS, and Sales
- Escalation handling and stakeholder management under delivery pressure
- Process architecture: ownership, handoffs, decision paths
- Enablement systems: playbooks, training, adoption loops
- Success measurement: signals that actually move outcomes
- Operationalizing change so it survives turnover
- Human + AI workflow design (augmentation vs automation)
- Reducing friction in delivery/enablement/ops workflows
- Practical AI adoption: tools, guardrails, playbooks
- Clarity first, then speed
- Calm under pressure; clean decisions when things get tight
- Structure that helps capable people do their best work
- Systems that still work after the kickoff
- Lead distributed teams with a coaching-first approach: close when it matters, out of the way when it doesn’t
- I find the work genuinely joyful, especially the moment a system stops requiring heroics and just runs.