BEA Systems / Plumtree Software - Business Middleware, Software & Services Company
Managing Principal
San Francisco, CA – Apr. 2005 – Sep. 2006
Technologies: Plumtree Software Suite, BEA AquaLogic Suite
In my role as Managing Principal, I led enterprise portal software professional service deployments with Fortune 1-500 corporations ensuring successful rollouts of multi-year, $5-20 M+ portal programs. I initially focused on reviving failed or stalled implementations to engage the customer, bring them back to the portal, launch high-value business solutions, and drive user adoption to improve customer satisfaction toward more professional services in each client installation. I then focused on developing professional service offerings to prepare customers up front to avoid common pitfalls experienced by stalled or failed customers and found great success honing these toolsets. Improved customer satisfaction and higher user adoption drove an increase in customer referrals and requests for more licenses and more professional services.
Created 30+ new professional services offerings to improve customer satisfaction and expand existing service client base while pitching service engagements during pre-sales for new software clients.
Trained 130+ consultants how to pitch, sell, resource, and deliver services into existing accounts and grow new accounts which increased quarterly services by 75% over three quarters.
Key accounts included growing one US Navy client into the entire North American US Navy network, Defense Finance Accounting Service (DFAS), Exxon Mobil, Amgen, and Turner Construction
Plumtree Software – Enterprise Portal Technology
Managing Principal
San Francisco, CA | 2004-2006
As a Managing Principal for Plumtree Software, I played a pivotal role in achieving founder goals to sell the company by increasing corporate portal software user base, enabling current customers to expand seats and content libraries, deliver related professional services and strengthen over 30 customer deployments in private enterprise and public sector agencies. Within 1.5 years Plumtree was acquired by BEA Systems which was later acquired by Oracle.
Directed end-to-end business and technical lifecycle implementations for 30+ clients, focusing on high-value content, collaboration, search, and employee intranets/extranets. As the leader, I owned the entire software implementation process, guiding teams from ideation to development management. Responsibilities included defining vision, gathering business requirements, and developing functional and technical specifications. Additionally, I shaped information architecture, established taxonomy, defined user groups and roles, ensured robust security, addressed data privacy concerns, optimized UX/UI design, and implemented user adoption and training programs. This comprehensive approach seamlessly integrated cutting-edge solutions, ensuring successful software deployment aligned with diverse clients' strategic goals and user needs.
Revitalizing client successes by rescuing and reinvigorating unsuccessful deployments, particularly those marred by significant mistakes during earlier launch attempts. This involved conducting nuanced conversations and thorough explorations into the root causes of failures, identifying successful aspects, and determining the precise measures needed to realign systems. The goal was not just to rectify errors but to ensure these systems effectively support and enhance the overall customer experience.