Kekoa Park

Partnering with early-stage startups to establish scalable post-sales operations and client delivery excellence.

• Designed customer journey maps integrating sales, delivery, and support functions to ensure seamless handoffs and consistent customer experience.
• Developed key performance indicators (TTV, Utilization, Planned Hours Accuracy) to monitor and improve service performance.
• Built operational templates including Team Charters, Project Plans, Risk Logs, and Change Control frameworks to improve project governance.
• Aligned Sales and Professional Services functions around delivery readiness and client expectations.
• Established Business Transformation Offices to standardize processes and create SOPs for cross-team consistency.
• Drove CRM and PSA system implementations to unify project tracking, time management, and reporting.
• Introduced time-tracking methodology and utilization cadence reviews for more accurate forecasting.
• Consolidated Professional Services organization under a unified PMO, Technology, and Transformation structure.
• Streamlined communication channels between Product, Development, and Customer teams for faster resolution of client requests.

Directed Client Services, PMO, and Customer Success organizations in a multi-million-dollar technology environment.

• Launched a strategic customer success framework that reduced churn by 18% and increased account retention.
• Introduced delivery KPIs (TTV, CSAT, SLA adherence) and implemented continuous improvement loops for performance visibility.
• Established Business Agility Office to drive operational transformation and scale agile delivery practices.
• Created revenue-generating Professional Service packages to expand post-go-live value and client satisfaction.
• Redesigned engagement model by customer segment, resulting in a 12% improvement in enterprise renewals.
• Revamped client survey and QBR programs, improving satisfaction scores by 24%.
• Partnered with Product teams to close feedback loops and influence roadmap prioritization.

Built and scaled Customer Success, PMO, and Solution Architecture teams to support enterprise clients.

• Developed governance frameworks and QBR cadences to improve delivery accountability and renewals.
• Reduced issue resolution times by introducing automation tools and streamlined workflows.
• Owned strategic accounts and renewals, driving customer lifetime value (LTV) and expansion opportunities.
• Partnered with GTM leaders to align post-sales delivery models with business growth goals.

Oversaw enterprise SaaS implementations, leading PMO development, project governance, and delivery optimization.

• Formed a centralized PMO to standardize processes and ensure delivery consistency.
• Managed 1,000+ SaaS implementations, achieving a 91% on-time rate and 20% faster delivery cycles.
• Generated $2.2M in annual upsell revenue through optimized service offerings.
• Partnered with Finance to implement GAAP-compliant revenue recognition practices.
• Developed risk mitigation strategies and scalable delivery frameworks for high-volume client portfolios.

Led enterprise-level SaaS platform implementations for financial institutions.

• Directed 500+ banking conversions, optimizing resourcing and boosting utilization efficiency.
• Delivered $3.1M in new revenue via customized rollout strategies and improved client satisfaction.
• Designed and implemented PM training programs to enhance team delivery maturity.