SERVICES/AREAS OF EXPERTISE
Our Sweet Spot
Our solutions represent the convergence of our strengths, functional expertise and the industries we serve. While not exhaustive, here are the many areas you can rest assured we are waking up thinking about every day:
Strengths
Product Management & Strategy
Building & Managing Product Portfolios
Customer Experience (CX)
Building & Managing Teams
Expertise
Supply Chain
Procure-to-Pay
Ecommerce
3-Sided Marketplaces
Industries
Healthcare
Consumer Package Goods
Enterprise & Small-to-Medium Businesses
Everything We Offer
A collection of all the areas we maintain subject matter expertise.
Customer Experience (CX)
Professionally, I’ve been in Product Management for roughly 20 years where CX has been central to my success. As a lifetime practitioner of Product Management best practices, ensuring the delight of internal and external customers is a “North Star” for every decision. Additionally, to improve utilization and customer satisfaction I ran a pilot with the assistance of a contractor which yielded such strong results GHX decided to formalize the strategy making it a permanent function, Product Success Management. .
Personally, in April 2022 I was awarded a seat on the University of Colorado Boulder, Leeds School of Business - Customer Experience Program Advisory Committee. The program brings together leaders from multiple industries to discuss common CX challenges and tactics to remedy through innovation and process improvement concepts that strengthen customer relationships, improve profitability and fuel growth. Additionally, I’m reading “Be Our Guest” created by the Disney Institute designed to teach best practices perfecting the art of customer service/satisfaction. Through both, I’ve been exposed to exciting CX concepts like “Everything Speaks” and the value of having a “Customer Present in Every Meeting” and look forward to sharing the concepts with council members.
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Product Management/Agile
Our Director level Product Management and an Agile Pioneer experience springboards establishing strong partnerships with Development, Legal, Finance, Marketing, Deal Desk, Support, Solution Delivery, etc. through trust, respect, sound process and repetition necessary to scale and grow marketplaces.
We've seen the Agile Product Management discipline implemented correctly and incorrectly; as a result, we will help ensure yours is done correctly. Ultimately, producing consistent and profitable results that will delight your internal and external customers.
At the highest level, our process involves a combination of market research, strategic planning, product definition and requirements, performance monitoring, communication and collaboration, and execution to deliver valuable products that meet customer needs and drive business success.
Supply Chain Automation
After a thorough "current state" assessment, we provide technology and automated processes guidance to streamline and optimize supply chain operations. It involves leveraging various technologies such as robotics, artificial intelligence, machine learning, and data analytics to automate tasks and improve efficiency across the supply chain.
Ecommerce (B2B & B2C)
I have extensive experience with a wide range of three-sided B2B and B2C marketplaces. In each of my last three jobs I managed, stabilized and grew SaaS marketplaces for large companies (~$2B and ~$400M) each servicing high volume transactions (28K a day) and established multifaceted user communities (~5M users).
Compliance & Regulation
Extensive experience managing a wide range of compliance and regulatory requirements including PCI, HIPAA, PHI and multiple European regulations for SaaS marketplaces with large companies (~$2B and ~$400M) each servicing high volume transactions (28K a day) and established multifaceted user communities (~5M users).
AR, AP, Invoice & Payment Advisor & SME
Finance, invoice, payment, billing, remittance, revenue management, etc. have been a passion of mine for over 15 years. Including my work history, my participation in the Steering Committee - BPC (Federal Reserve & Business Payments Coalition) e-Invoicing Exchange Market Framework are strong indicators of my ongoing passion for the space.
Healthcare
Ten years experience providing Best Practice consultation in the Healthcare industry regarding Procure-to-Pay performance and outcomes. In particular, Finance, Account Payable, Account Receivable, Invoice, Payment and Revenue Management.
Utilization
Increasing customer satisfaction, establishing process modification, improving productivity and managing expectations regarding the "lifestyle" change necessary to result in greater return on investment (ROI).
Go-to-Market
Develop collateral to drive adoption of product capabilities. Rebranded a flagship product to better align with the company objectives and growth strategy which included a Go-to-Market event throughout the course of 2022 affecting all internal and external customer-facing platforms and interactions. The cross-functional team and I were applauded for completing such a significant undertaking with great consideration for all aspects of the business especially the product-led growth strategy designed to drive sales activity.
Sales, Partner Acquisition & Management
Managed multiple product portfolios, set pricing, managed contracts, sold and built teams to support, drive utilization and improve customer satisfaction for some of the world’s largest businesses like Providence Health & Services AP (Invoice Processing), Johnson & Johnson AR (Invoice Distribution) and Cognizant (3rd-party White-label Service Provider) teams. Intimately familiar with objection handling and differentiation tactics unique to the invoice and payment space.
Competitive Intelligence
I have experience identifying and analyzing market trends, new technology, customer business issues and competitive landscapes. I’ve utilized this information to guide and build product strategy; ultimately, converting competitive intelligence into product innovations that expand and safeguard market share.
Business-to-Business Integration
With extensive experience showing how business-to-business integration can improve operational efficiency, enhance supply chain visibility, streamline processes and foster collaborative relationships among various stakeholders in the business ecosystem. This is achieved current state assessment followed by providing best practice guidance with Content, Purchase Order, Acknowledgement, Invoice and Payment.
Team Builder
Renowned for leading top performing cross-functional teams, I am a manager of product manager and product specialist teammates, locally and internationally, responsible for development, releases, issue resolutions, and customer satisfaction and support.
Business Transformation
From inception to profitability transformation involves the use of technology and systems to streamline and optimize various aspects of the business like supply chain, procurement, inventory management, and logistics.
First, it is important conduct a Customer Journey Mapping Workshop. Through exercises and brainstorming, the workshop identifies and prioritizes initiatives to transform becoming more partnership- and service-oriented than solely sales-oriented.
Lastly, as automation can result in job changes or loss, it is essential for organizations to invest in workforce reskilling programs and provide support for employees to adapt to new roles applying more energy to strategic rather than busy work.