04 / Case Studies
The work behind
the outcomes.
Examples drawn from my résumé and career experience. Each connects the business context, leadership contribution, and reported result.
Trinity Fire Partners / Business building
Growing a business without compromising service.
300+healthcare facilities served within four years
The challenge
As Trinity grew, I needed to build the right team and establish consistent processes while continuing to grow client relationships. My priority was to scale without losing the service quality our clients expected.
My approach
I clarified team responsibilities and established consistent service processes so clients could count on dependable quality as the business grew.
What changed
We saw more consistent service delivery and stronger client relationships. The team understood what was expected, and clients could rely on us as the business grew.
Growth and the next chapter
Trinity served 300+ healthcare facilities within four years, and I brokered its sale to a leading competitor. Following the acquisition, I was brought in to build Life Safety Compliance Solutions. A later fractional director engagement with LifePoint Health led to my direct hire.
Tricentis / Customer success
Scaling customer success around customer needs.
20%reduction in enterprise churn
30%+increase in customer engagement
The challenge
As Tricentis grew, we needed to scale our teams while giving customers the right level of support. Clearer account segmentation and better reporting were essential to focusing resources where they were needed most.
My approach
I helped restructure regional customer success teams and introduced account segmentation and better reporting. We considered account size, complexity, customer risk, and growth potential to determine the right level of support and focus resources where they could make the biggest difference.
What changed
The reporting helped us identify at-risk customers earlier, prioritize outreach, and have more focused conversations about their needs. It gave the team clearer direction on where to spend their time.
The results
This segmentation and reporting effort reduced enterprise churn by 20% and increased customer engagement by 30%+.
Informative Research / Leading change
Leading teams through change while keeping service consistent.
The challenge
During a period of rapid change, I needed to keep the team aligned as priorities shifted. People needed clearer direction, consistent processes, and the right resources to keep delivering reliable service to customers.
My approach
I started by clarifying priorities and responsibilities, communicating more consistently with team leaders, and identifying the resources and obstacles we needed to address to keep service reliable.
What changed
The team became more aligned and confident about priorities. Leaders knew what was expected, and we were better able to address obstacles and maintain consistent service as things changed.
Quantified results follow my résumé; the Trinity, Tricentis, and Informative Research narratives also reflect my account of these engagements. Measurement periods and baselines are not added where unspecified.
