Where I can help
Start with one thing that matters.
Growth brings problems and opportunities nobody planned for. So does a departure, an acquisition, or a customer going sideways.
When something’s wrong
- Salvage a key customer at risk
- Lead a tiger team on a critical issue
- Take over a stalled implementation
- Cover an open leadership seat
- Integrate teams after an acquisition
- Handle a sensitive people situation
When something has to get done
- Lead a major RFP or bid
- Own a priority nobody has time for
- Launch a new offering
- Stand up a new capability
- Redesign a process you have outgrown
- Develop leaders and plan succession
Some of these run a few weeks. Some run a few months. Every one of them has an end.
Primary skillsets
How it works
Stay on the gas.
Important work does not wait for the hiring plan or the next budget cycle. The usual options are next year’s budget, a five month search, or dropping it on someone already full. This is the fourth one.
Tell me
Tell me what is wrong, or what has to happen, and when it has to be done.
Fit
If I am the right person for it, we agree what done looks like before anything starts. If I am not, I will say so.
The work
Send me where the work is. I work with the people already on it, and I stay until it is done.
Done
No headcount, no overhead. Call me again when you need another gear.
Why trust me with it
I founded and self-funded two companies over thirty years. Name-brand companies trusted us with their own customers and with their internal service teams. Every tier, every shift, the systems and processes behind them. What we built was the basis of those people's working day, across client teams of 500 or more and user communities above 10,000, globally.
I built and ran the companies and led solution design, C-level business case selling and strategic account management. For the client, that meant one senior point of contact from the first conversation through the life of the work.
We were always the smaller company in the room, selling complex outsourcing into markets the big names had written off. So we had to out-innovate them and beat the SLAs year after year, and that innovation came from our own people, who had real ownership and shared in what they built.
- Hundreds of high-stakes projects and implementations for name-brand clients, often with reluctant operations teams, where it had to go right the first time
- 76% win rate on complex proposals
- NPS above 70 and CSAT 37% above industry across 34 million interactions
- 35% internal promotion rate, 8.9 out of 10 employee satisfaction, 41% lower turnover
- Cloud workflow, knowledge and analytics platforms built a decade before the market offered them
Clients have included Walmart, Hasbro, Thermo Fisher, TaylorMade Golf, Callaway Golf, Costco, the NFL, Habitat for Humanity and Hitachi Consulting.
Best Places to Work · Gold Stevie Award, Customer Service Team of the Year · Inc. 5000 · WorldBlu Certified
What is sitting on your list?
Tell me what is at stake and when it has to be done.
If I am not the right person for it, I will say so directly and point you somewhere better if I can.
Carlsbad, California · Onsite or remote · Travel as needed