At Work
Driving Proven Value through Product, Project, and Program Leadership.
I excel in SaaS product, project, and program management
with a proven background in Customer Experience, B2B services, and business operations.
I lead teams and work in roles including customer support & success, marketing, vendor management, financial products, PMOs, government relations, quality, and security.
I guide by example and consistently model the organizational skill to direct multiple programs.
I communicate, relate, and partner effectively across functions, levels, and roles.
I thrive in a team environment and am an efficient and decisive contributor.
I build relationships to initiate improvement, facilitate change, ensure compliance, and raise the bottom line.
...and I’ve been told I’m a pretty likable guy!
Thanks for your interest in my professional experience.
Until January 2024 I was the Vice President of Customer Experience for a company that used to be called GTY Technologies and is now called Euna Solutions. Euna is a leading provider of cloud-based solutions designed to enhance productivity, collaboration, and compliance for public sector agencies throughout North America. With a solid commitment to customer advocacy, operational efficiency, and project management, led Customer Success, Technical Support, and Learning & Adoption teams to support over $330 billion in funds across various programs, including awarding 11,298 grants totaling $25 billion and facilitating $4.1 billion in payment transactions and supporting over 75,000 procurement transactions valued at $31.6 billion. Project management of initiatives that positively impacted over 400,000 students through educational services and supported the successful execution of 16,127 projects.
I am based in Austin, Texas, and I have senior leadership/directorial experience in business operations - including customer support, marketing, hardware, financial products, government, and security. I am a team player with high EQ, leading by example to drive multiple programs.
If you would like additional intel, please check out LinkedIn, and if you would like to explore if my background, skillset, and personality are worth collaborating, I’d love to chat!
Leadership Background
With a robust track record across several leading companies, my management and leadership experience is both extensive and varied, reflecting significant accomplishments in shaping team dynamics, customer engagement, operational excellence, and strategic growth.
At Euna Solutions, I directly led a team of 100 directors, managers, and solo contributers and architected customer experience enhancements that resonated with over 3,300 clients, aligning customer success strategies with technology support to create cohesive operations. Leading the integration of companies and managing $60M in ARR, I unified customer success teams, strengthening the entire organizational structure. Commanding a multidisciplinary team, I embedded a continuous improvement and excellence culture.
My role at NSS Labs involved directing a comprehensive restructuring of the product portfolio and PMO, significantly enhancing team efficiency and customer service operations. I also cultivated transparency in project management and effectively oversaw numerous projects with global customer engagement.
At NIC Inc., I managed strategic financial processes and optimizations for over 60 Texas government websites, and executed enhancements in file delivery and accuracy, crucially hitting a 99.999% accuracy rate for the State of Texas. My leadership in quality assurance and team supervision led to substantial service delivery improvements, even amid workforce reductions.
Working with Dell Technologies, I led the full-spectrum development of Dell Services offerings, implementing a mobile strategy that anticipated $114 million in revenue growth. I also played a key role in CRM and remote tool development initiatives, which were instrumental in generating significant revenue and improving user interface performance.
During my tenure at AOL, I pioneered customer support transformation, deploying self-service solutions that achieved substantial savings and increased user adoption rates. I strategically directed training management for thousands of employees, bolstering the company's learning systems and ensuring compliance with the highest quality and performance standards.
Across all these positions, I have driven teams to achieve exceptional results, fostered innovative product development, and led strategies that significantly increased customer satisfaction and retention. My efforts have consistently resulted in enhanced efficiencies, revenue growth, and a culture of continuous innovation and improvement.
My Personal (and Team) Rules
The following pithy statements have stuck in my head since I was young. Though three or fewer words per “rule,” they build on each other and capture what I hope from both myself and others.
Know the Job - We know what we are doing, and even more importantly, why we are doing it… And when we don’t, it’s ok to ask questions!
Do the Job - We take pride in our work because we know it makes a difference. We own the mission. We give a damn and we get ‘er done!
Always get Better – We take risks and chart new territory. We learn and grow from mistakes and continually raise the bar!
Help Each Other– We help each other be better. We are in this together and recognize the criticality of solutions over ego.
Have Fun– We enjoy what we do, and find ways to make each day memorable. We value the friends and coworkers that we get to live alongside.
Working with Me
My leadership philosophy reflects a passion for Excellence, Service, and Heart: Doing right by the work, Doing right by our clients and customers, and doing right by eachother.
Excellence — Do right by the work. Work helps define me, and if it’s not world-class, then neither am I. As a team we each live our craft, we never settle and we own the outcome. And by doing so, we strive to build the best, first-of-a-kind experiences for our customers and for those they serve.
Service — Do right by our customers. Our customers choose us because they like us. Relationships really do matter. I work to create an enjoyable, high-touch experience for our customers and prioritize collaboration over negotiation,
Heart — Do right by each other. The daily goal is to show some love and have some heart. The people I work with are the number one ingredient that makes me want to come into work, and I believe in absolute fairness, respect, and accountability - at all levels. If I do right by you, you will do right by me.
I pursue this balance of meeting targets and creating a meaningful and supportive environment that values integrity, communication, and continuous improvement by the following:
Empower with Clarity and Purpose: Lead teams by ensuring everyone knows their roles and the greater purpose behind their tasks, fostering a culture where asking questions and owning the mission is the norm.
Cultivate a High-Performance Environment: Drive performance by setting the bar high, encouraging risk-taking for innovation, and embracing learning from setbacks to continuously improve and excel.
Build on Integrity and Honest Communication: Prioritize integrity in all actions, engage in open and truthful dialogue, and create trust as the foundation for all relationships, both internally and with clients.
Promote Collaboration and Mutual Support: Encourage a supportive atmosphere where team members help each other to achieve collective success, recognizing the value of solutions over individual egos.
Foster Engagement & Satisfaction: Value the joy in work and champion a work culture that is both productive and fulfilling, ensuring that professional accomplishments are celebrated and that camaraderie and personal well-being are integral to the team’s success.
I grew up working in a family business that taught me the importance of personal responsibility, carrying my weight, teamwork, and, of course, negotiation! In addition to the many lessons I learned from my parents, I also learned leadership principles and values from outstanding USMC officers and NCOs I knew and respected while growing up in Billings, Montana. My Principles and Values are amended from the USMC’s list and outline what I value and how I try to act and lead. Spoilers: Leadership is not management and does not equal HR responsibility.
For me, happiness is being in the trenches with talented, driven, energetic people, followed by a well-deserved happy hour, and then coming home to a loving partner and excited dogs!
I thrive in an environment of trust—to be counted on and to do the right thing.
I enjoy people and having fun, and I enjoy accomplishing extraordinary things. While sometimes these two goals conflict, they usually don’t have to. Fun in the office is necessary and can be defined as coming together and conquering that unbeatable problem or deadline.
Check out my FAQ page for a few random little idiosyncrasies and quirks that may provide additional insights into working with me.
Priorities and Non-Negotiables
Living with Integrity - Being able to look in the mirror, confident others can count on me 24/7. Know the rules, and don’t push either the letter or the spirit of the law. I believe any action that positions me as bereft of integrity is just very, very hard to come back from.
Communication and Honesty—I Stand firm in the belief that clear, truthful dialogue is non-negotiable, both in my personal and professional sphere. Trust and honesty are the foundation upon which all my relationships are built.
Making a Difference—Innovative, valuable work in the office and time well spent at home are mandatory—being a force of good at work, at home, and beyond. One day, I plan to leave this planet a little better than when I arrived. And always start and end from a place of kindness!
Spending Time with Family & Friends— I Give back to those who give me a reason to work hard and brave Austin traffic. I take the time to treat others with respect and support their passions and growth. I enjoy and share the fruits of my labor and ensure my loved ones are happy.
“Would you like to know more?”
Contact me and let’s chat! I am always down to meet.
