Functional Skills

Procurement
Change Management / Org Design
Digital Transformation
ERP Implementation
Go-to-market Strategy
Customer Relationship Management
Operational Transformation
PMO Transformation
Process Design / Re-engineering
Process Improvements
Program Management
Project Management
Software Implementation
Supplier Relationship Management
Supply Chain Management

Software Skills

Ariba
Cloud computing
SAP

Sector Experience

Business Services
Technology

Notable Clients

CVS Health
IBM
Liberty Mutual Insurance Group
Stanley Black & Decker
Verizon
Big 4 Accounting
Top Consulting Firms

Experience

Steinberg Consultancy Management Consulting
Chief Executive Officer
1/2024 - Present
Lead consulting practice specializing in the transformation of Customer Success, CS Ops, and Procurement for enterprise clients. Deliver strategic advisory and hands-on execution, enhancing both technical and business functions. Elevate operational frameworks and integrate advanced system configurations to streamline processes and boost client satisfaction. Collaborate with SAP Ariba consulting partners to enhance delivery team capabilities and ensure successful strategy implementation post-go-live. Formulate and execute SAP Ariba adoption strategies, facilitating sourcing enablement and accelerating supplier onboarding.
• Increased ROI and reduced churn through the development of customer value realization frameworks.
• Improved team performance by enhancing CS Ops with streamlined processes and CSM playbooks.
• Achieved Level 2 Certification in Gainsight, supporting scalable operations through advanced system configuration and reporting.
• Led comprehensive Source-to-Pay procurem
SAP Customer Service
Global Customer Success Strategy
1/2021 - 1/2024
Spearheaded the development and implementation of SAP's global customer engagement strategy for the Enterprise Customer Success Manager role, optimizing value realization across all SAP cloud solutions for large enterprise clients. Acted as a key content advisor for SAP's Global CSM Training Academy, elevating educational content and field readiness. Led a cross-functional team alignment that streamlined customer engagement across seven distinct account roles.
• Clarified E-CSM responsibilities across the customer lifecycle by introducing a role card and RACI matrix.
• Mapped critical lifecycle phases to strategic touchpoints with the co-development of SAP's Customer Value Journey methodology, enhancing customer engagement and satisfaction.
• Standardized CSM execution worldwide by authoring the global Customer Engagement Handbook and training materials.
• Enhanced global strategy adherence by rolling out initiatives to over 700 E-CSMs across six regions.
• Boosted field enablemen
SAP Customer Service
Enterprise Customer Success Manager
1/2021 - 1/2023
Spearheaded post-sale executive relationships and guided cross-functional teams towards adopting, realizing value, and expanding client engagement. Developed executive-facing Vision-to-Value scorecards that linked KPIs to SAP cloud solutions. Facilitated regular Executive Business Reviews that assessed program health and aligned strategic priorities.
• Generated over $60M in additional ARR through strategic value-driven expansion and upsell initiatives.
• Managed two of SAP's largest and most complex global accounts, overseeing over $90M in annual recurring revenue (ARR).
• Ensured solution adoption, business value delivery, and renewal success by orchestrating SAP account team resources.
• Mitigated churn risk and identified opportunities for expansion by analyzing usage and support data.
• Influenced SAP's Global CSM Training Academy as a member of the content advisory board.
• Enhanced field execution and customer impact by mentoring and coaching CSMs.
SAP Customer Service
Customer Success Director
1/2007 - 1/2021
Led the management of SAP Ariba's most significant global accounts, including those at risk, utilizing a proactive, value driven approach to foster adoption, retention, and expansion across the full Ariba suite. Conducted strategic Executive Business Reviews to evaluate program health and establish corrective action plans. Identified upsell, cross-sell, and renewal opportunities through keen analysis of adoption and support data.
• Owned post-sales executive relationships and led SAP Ariba account teams, ensuring value realization.
• Connected initial sales objectives with measurable procurement outcomes through the development of Vision-to Value scorecards.
• Achieved 100% renewal rates, often accompanied by client expansion and term extensions.
• Led adoption and procurement transformation best practice webinars for SAP Ariba's North American CSM community.
• Co-created SAP Ariba's inaugural Customer Success Management program, aiding the company's transition from perpetual lice
SAP Information Technology
Presales Consultant
1/1992 - 12/2006
Presales consultant specializing in Ariba and SAP Financial solutions
PricewaterhouseCoopers (PwC) Management Consulting
SAP Implementation Consultant
1/1989 - 12/1991
SAP R/3 implementation consultant for FI and CO modules. Clients included DuPont and Exxon Chemicals.
KPMG Management Consulting
Supply Chain Systems Consultant
1/1984 - 12/1988
Supply chain systems consultant