• Responsible for managing the development, coordination, and implementation of tailored marketing strategies and programs that effectively meet the global business and marketing goals of ServiceWare Technologies Knowledge Management and E-Service industry solutions.
• Act as a strategic advisor to CEO, COO, CFO, support due diligence efforts and drive target segmentation, competitive positioning efforts, and development of marketing communications strategies.
• Initiate action plans that fully leverage ServiceWare’s brand equity and industry expertise and ensure that key ServiceWare messages are well orchestrated to prospects, customers, partners, and internal ServiceWare departments and other critical stakeholders.
• Initiate and control the development of integrated strategic marketing plans, research and analysis efforts, strategic positioning, pricing and product development recommendations.
• Interface with all cross-functional teams consisting of Research and Development, Global and Regional Marketing, Sales, Corporate Communications, Product Management, Operations and Finance, but ultimately accountable for final resolution relating to all strategic global industry marketing decisions.
• Manage all analyst relations programs and initiatives.
• Manage budgets effectively to meet quarterly and annual goals.
• Manage staff of five marketing professionals.

1. Delivered breakthrough, thought provoking research in the area of customer relationship management through research notes, strategic analysis reports, tactical guidelines, case studies, and commentaries.
2. Developed and maintained domain expertise in the areas of customer service and support, e-service, service resource management, workforce management, and email response management systems.
3. Developed and maintained interactive CRM decision support model with over 7000 data points.
4. Quantified and ranked vendors based on functionality, technical architecture, investment, services and support, vision, and viability.
5. Provided expert advice and guidance on CRM, and eCRM vendor and product selection.
6. Developed and maintained Alliance Partner Program as alternative distribution channel of CRM interactive vendor and product selection tool.
7. Delivered high quality presentations to senior level management in the form of executive briefings, strategic forums, and symposium.
8. Supported sales and consulting organizations as key CRM expert for revenue generating interactions through research related activities.
9. Maintained relationships with tier one and tier two press agencies, public relations firms, and industry trade magazines.

1. Utilized advanced solution selling concepts and techniques to position analytical CRM, and end-to-end data warehousing solutions.
2. Analyzed and evaluated major account dynamics and develop strategic business plans to penetrate new divisions and departments.
3. Developed and delivered presentations to "C" level executives on business and technical concepts of all solutions.
4. Directed internal resources for all presales and post sales professional services.
5. Conducted extensive follow-up with clients to track customer satisfaction levels, and uncover additional opportunities.
6. Developed and positioned enterprise-wide solutions based on knowledge of hardware and software acquisition cycles and formal buying influences.
7. Consistently exceeded quarterly and annual sales objectives.

• Managed the development of major accounts for wireless communications services in the Northeast USA.
• Penetrated an untapped emerging wireless point-of-sale market that required multiple presentations to financial services and large retailing organizations.

1994. SkyTel

1. Developed new relationships with Fortune 100 corporations-in charge of 15 major accounts nationwide.
2. Managed sales efforts of 28 Major Account Representatives based in nationwide offices.
3. Traveled to major accounts as the primary member of the account team to make presentations to senior corporate executives, negotiate national contracts prepare proposals/bids.
4. Created new business plans for all wireless products and services to be positioned within primary accounts.
5. Worked extensively with "C" level contacts to maintain existing relationships, and uncover additional opportunities.

• Assigned to strategic financial services accounts to develop and execute sales strategy to protect and grow existing revenue streams on an account-specific basis.
• Increased revenue base by developing strategic account plans that solved customer business problems through the sale and implementation of the full portfolio of Nynex telecommunications and information products and related services.

Rider University, Lawrenceville, NJ Bachelor of Science-Marketing, May 1986