About.

INSPIRED BY INNOVATION.

Mike is a seasoned executive with over two decades of industry leadership across a wide variety of domains. He has cultivated a distinguished career marked by advanced proficiency in project management, program management, account management, customer success, product mangement, value management, advisory and IT consulting.

Throughout his professional journey, he has consistently demonstrated a mastery of strategic planning and execution, successfully steering complex projects and programs to the finish line. His comprehensive expertise extends to applying customer success strategies that build enduring client relationships (clients for life) and ensuring the delivery of solutions that exceed expectations and deliver value.

In the realm of advisory and IT consulting, Mike has been a trusted advisor, leveraging his in-depth knowledge to guide organizations towards novel and effective solutions. His robust background reflects a commitment to excellence, adaptability, and a proven track record of driving organizational success through adept leadership and a results-oriented approach.

Experience.

EXPERTISE TAKES TIME.

Mike has worked professionally for over 20 years, across many industries and roles, within small business, enterprise, and consulting domains, in both individual contributor and leadership roles.
2023 – CURRENT / ASSOCIATE VICE PRESIDENT, MARLABS

I’m responsible for strategic account management for several of our largest customers and also driving customer engagements through Marlabs Divergence. Divergence helps enterprises rapidly identify business challenges and innovate on new opportunities while de-risking digital transformation initiatives. Divergence offers advisory and consulting services, ideation and incubation, experience strategy, organic product design and re-factoring, and technology transformation services.

  • Account Executive responsibilities for an ongoing portfolio of digital transformation programs at several of our largest enterprise clients. Responsibilities aligned to the accounts include implementing customer success strategies and processes (account health metrics, QBR/QVR execution, etc.), program management oversight, escalation management, roadmaps, and account expansion strategies.
  • I lead a blended onshore and offshore team of functional consultants, technical architects, and experience designers all aligned to deliver digital transformation strategies and programs for our customers, from incubation to the handoff to our delivery functions.
  • Establish organic product strategies and development from idea to GTM launch.
  • Product re-factoring (re-design, overhaul, buy/build, revised product strategy, etc.) based upon market research, customer feedback and CSAT, product usage analytics, competition and market dynamics, etc.
  • Deliver strategic roadmaps for clients supported by business outcomes.
  • Provide quantified value delivery through optimized product and experience strategies.
  • Delivery of client engagements utilizing Design Thinking methods and a mix of in-person & virtual workshops supported by digital tools.
  • Partner with marketing to develop and deploy customer case studies, industry POV’s, solution messaging, and campaigns.
  • Involved in sales pipeline activities including pitching and delivering POV’s, construction of SOW’s, and closing prospect opportunities.
2022 – 2022 / VICE PRESIDENT OF PRODUCT, DECISIONLINK

In this leadership role, I was responsible for all development and go-to-market activities for the DecisionLink product called ValueCloud. DecisionLink was acquired in 2002 by Xfactor.io.

  • Responsible for GTM product strategy and execution
  • Successfully oversaw several significant product feature launches
  • Created and executed a quarterly customer product advisory board to inform product strategies
  • Established an internal product vision team to define mid to long-range product capabilities
  • Partnered with product engineering on product capabilities, roadmap and prioritization
  • Partnered with demand generation team on campaigns, lead management, paid advertising and promotional activities aligned to personas, industries, and product
  • Own and execute an internal and external product documentation strategy
  • Built and launched a customer-facing web portal for product documentation and support
  • Manage product highlights and communications in customer-facing newsletters
  • Built and sent proactive customer communications related to any planned, unplanned, or functional issues in our platform
  • Executed a win-loss strategy to develop insights in the sales and customer management motions
  • Managed competitive intelligence collection and readouts
  • Responsible for managing analyst partnerships with G2, Gartner, and IDC
  • Identified and lead customers in product-focused roadmap and feedback sessions. Fed insights to product engineering teams to inform product backlog
  • Partnered with PR agency in generating product press releases
  • Lead sales and marketing collateral generating activities including data sheets, technical product documentation, website/blogs, sales presentations, battle cards, etc.
  • Execute customer and product NPS and CSAT surveying including managing customer action plans
  • Problem and solution discovery with key customers on big challenges around product features, adoption, and enhancements
  • Involved in customer escalations and issue resolution where needed
  • Worked closely with support leadership to summarize voice of customer through routine customer support activities to address any usability issues and product gaps
2021 – 2022 / SENIOR PRINCIPAL STRATEGIST, SERVICENOW

Product management and strategic responsibilities in this role primarily consisted of:

  • Partner with marketing, industry solutions, sales, and product BU leaders to drive strategy and roadmap for internal ServiceNow value management platform product
  • Enable our global solution framework and support the transition from product to solution/industry selling in the ServiceNow value management platform
  • Definition of company-branded value assets generated from value platforms
  • Lead rationalization, consolidation, and retirement of redundant value tools/platforms
  • Support the value management organization in migration and deployment of a next-gen value platform
  • Ensure value tools support an end-to-end ServiceNow value life cycle
  • Consult on optimization of existing product value models
  • Support standing up a shared services organization for value management including design, staffing, and employee onboarding
  • Design and deploy a tiered support model for value platforms and business services
  • Manage strategic relationship with value consulting partners
2018 – 2021 / SENIOR DIGITAL CONSULTANT, MINDTREE

As a Digital Consultant within the Mindtree Digital Practice, I act as a thought leader in holistically driving Mindtree clients’ digital transformation, including the people, processes, and technology needed to enable the transformation. Leading with a customer-centric approach and leveraging a Design Thinking toolset, I develop a creative strategy which includes identifying the current business landscape and the delivery of a plan to achieve a desired future state while maximizing technology to deliver a delightful experience, meet business goals, and user needs. Consultative offerings & activities I lead our clients through include:

  • Building strategic future state road product maps
  • Product and service visioning & refactoring – Organic product or service definition or redesign
  • CX transformation – Building and optimizing delightful customer experiences including persona definition, empathy mapping, and journey maps
  • Digital strategy consulting – Developing pragmatic strategies considering people, process, and technology for the digital enterprise
  • Data & cognitive platform solutions – Integrating AI and ML to strengthen user experience
  • Core modernization – Design of cloud-first and digital-native strategies
  • Conduct Design Thinking workshops, stakeholder interviews, sentiment analysis, UX research, observation and surveying
  • Lead UI/CX testing efforts
  • Build strategies and assist organizations with the transition to Agile development methodologies
  • Organizational Change Management framework design & deployment
  • Enterprise platform governance design & deployment
  • Definition of key performance indicators
  • Current state business process mapping
2015 – 2018 / PROGRAM MANAGER – SALESFORCE, BOSTON SCIENTIFIC

Salesforce Certified Administrator and seasoned PM who was responsible for delivering commercial innovation to achieve our core strategic objectives, support sales & productivity increases, and reduce SG&A across our divisions through the effective use of our global Salesforce platform.

  • Dedicated point-person for several divisions, regions, or functions that are working to deploy the Salesforce platform.

  • Business liaison (internal consultant) and PMO responsibility for several Salesforce program objectives including platform standardization/governance (Blueprint), establishing best practices, creating and promoting communities of practice, intake review, agile capacity planning, user story grooming, and backlog management.

  • Drove the global program release planning process and strategy in support of our programs goal of adopting of a shorter and more flexible release cycle.

  • Responsible for providing training to others within the program around topics including Agile SCRUM, program structure, release process and cadence, platform governance, Salesforce capabilities, best practices, Jira, architecture engagement, business use cases, and ROI/TCO/business justification.
2013 – 2015 / SR IT PROJECT MANAGER, BOSTON SCIENTIFIC

Worked within the IT organization as a senior project manager responsible for deployment of several technology projects including social, IoT, collaboration, and gamification. Also responsible for evaluating new applications and systems.

  • Deployed an enterprise social media platform globally called Fusion
  • Defined an IoT connectivity strategy and deployed an IoT management platform
2008 – 2013 / TECHNOLOGY PROJECT MANAGER, GENERAL MILLS

Worked within the IT organization as a network and application project manager. Deployed several technology projects including Skype, campus & manufacturing network upgrades, and Avaya communications technologies.

  • Networking upgrades at production plant & datacenter locations
  • Deployment of Avaya collaboration software and hardware
  • Saved company $200k through a partner hardware resale process
  • Responsible for project budgets exceeding $1M
2002 – 2008 / NETWORK ENGINEERING, THOMSON REUTERS
  • Managed, designed, and deployed a new campus data center distributed analysis network module for network based forensic analysis and data capture. This solution allowed real-time packet capture for our customers at any data port in our data centers.
  • Lead a large upgrade project for the corporate Network Applications module. The deliverables for this project included providing leading edge network equipment and connectivity for our production load balancing, firewall, and network appliances for increased performance and revenue.
  • Successfully managed a large scale, multimillion-dollar Cisco line card upgrade project. This project involved upgrading 150 legacy 48 port copper network line cards in our data centers for standardization, an increase in performance, stability, and ease of management.
  • Independently managed over $2M in team capital expenditures and assets for campus LAN team projects over two years. This also included a streamlined Cisco trade-in process that had saved Thomson over a $1M since designing and deploying the process in our organization.
  • Directly assisted in a full campus wireless deployment, which included controller configuration and upgrades, router configuration, access point deployment, wireless survey, and a wireless security & rogue detection system.

Skills.

SKILLS TO NAVIGATE TODAY’S CHALLENGES.

Well versed at a wide variety of disciplines and technology from hardware, software, platforms, frameworks, collaboration, management, leadership, and innovation.
EXPERIENCE DESIGN
SALESFORCE.COM & CRM
WEBSITE DESIGN & IMPLEMENTATION
PROGRAM / PROJECT MANAGEMENT / AGILE DELIVERY
DESIGN THINKING
BUSINESS & IT STRATEGY
PRODUCT MANAGEMENT
LEADERSHIP & INNOVATIVE THINKING
DIGITAL TRANSFORMATION & ADVISORY

MOTTO: DELIVER ON USER EXPERIENCE, ADOPTION WILL FOLLOW.

User centricity and empathy is at the core of approaching business opportunities and solving challenging problems. Providing a delightful user experience in all customer journey touch points with your company, product, or service is crucially important in driving engagement, satisfaction, and ultimately supporting a customers for life strategy.

Credentials.

LEARNING IS A CONTINUOUS JOURNEY.

2020 – ABM Certified Strategist
Demandbase – License N/A

2020 – Insights for Innovation
IDEO U – License N/A

2020 – Innovation & Emerging Technology: Be Disruptive
Coursera – License #Q96SW52USJYE

2020 – Design Thinking for Innovation
Coursera – License #VYGERNTAJB75

 

2019 – DevOps Practitioner
Simplilearn – License #1085660

2019 – Salesforce Certified Sales Cloud Consultant
Salesforce – License #20792014

2017 – Salesforce Certified Advanced Administrator
Salesforce – License #17488967

2017 – Salesforce Certified Administrator
Salesforce – License #16783447

2016 – Certified Scrum Master
Scrum Alliance – License #586689

2009 – Project Management Professional
PMI.org – License #1491809

Contact.

LET’S TALK.

Please fill out the form below if you would like to connect on potential opportunities.