PERFORMANCE-DRIVEN TECHNOLOGY & CLIENT SERVICES EXECUTIVE with experience in technology leadership, operations management, strategy development/implementation, client services, thought leadership, and process analysis and transformation. Innovative leader that blends technology and business acumen. Skilled in promoting positive organizational change, streamlining activities, introducing process improvements, and implementing technology enhancements. Technical, strategic, and collaborative client services executive with a successful track record of increasing customer satisfaction while driving down operating costs and eliminating waste. Core competencies include: ■ Client Services ■ Project Management ■ Operations Management ■ Software Engineering ■ Cross-functional Leadership ■ Technology Leadership ■ Staff Supervision & Training ■ Process Improvement ■ Thought Leadership ■ P&L Responsibility ■ Strategic Planning ■ Retention & Satisfaction ■ Business Metrics ■ Compliance ■ Business Analytics ■ Expert Negotiator ■ SaaS ■ Ecommerce

Senior Vice President, Technology & Services @ Responsible for the leadership of the technology and client services organizations in the areas of software development, delivery and client support. Includes responsibility for the application architecture, product & technology roadmaps, quality assurance, and project management functions. From July 2014 to Present (1 year 6 months) Client Services Consultant @ From November 2013 to July 2014 (9 months) Director Software Engineering @ ■ Provided leadership and direction to a team of 20 onshore and offshore employees responsible for software engineering, quality assurance, project management, and technical publication while supporting the development of Customer Management analytic solutions. ■ Spearheaded program management for the TRIAD 9.0/9.1 development projects and updated the leadership team on project status, which was then held as the “best practice” standard at FICO. ■ Established and executed on a "get well plan" that brought the project back on schedule, resulting in an early completion date. From January 2013 to October 2013 (10 months) Senior Vice President & Chief Technology Officer @ ■ Advised the executive team on all aspects of technology-driven market changes and emerging technologies for a SaaS ecommerce platform, which encompassed developing and executing on strategic roadmap, P&L management responsibility with a $2.5M+ budget, and leading the Technology, Production, Product Management, and Customer Care Departments. ■ Championed efforts to architect and implement a technology roadmap to enable a more stable and secure enterprise solution to protect existing client revenue and enable additional revenue growth. ■ Established processes and efficiencies in customer care while reducing overall costs and enhancing service, which encompassed customer webinars, customer training, customer satisfaction surveys, increased support coverage, and established KPIs. ■ Boosted efficiency by developing and implementing new product management/development processes. ■ Oversaw PCI compliance project and achieved initial and ongoing PCI compliance status. From July 2010 to September 2012 (2 years 3 months) Vice President of Client Services @ ■ Directed a team of 43 responsible for global Client Services Operation in the areas of predictive analytics, data, and loyalty while providing solutions consulting, pre-sales support, program/project management, technical integration, application deployment, product training, strategic consulting, client account management, and ongoing Customer Support. ■ Charged with accountability for P&L with up to a $20M+ budget. ■ Created and deployed a packaged consulting solution, which entailed strategy formulation, operational reviews, and business process transformation. ■ Led efforts to restructure client services business processes. ■ Identified and diagnosed performance discrepancies in legacy processes, measured associated costs and losses, and implemented vital changes. ■ Boosted efficiency and effectiveness while reducing operating and labor costs. ■ Oversaw performance management and team leadership initiatives while ensuring goal attainment. From May 2006 to February 2010 (3 years 10 months) Director of Client Services @ ■ Managed P&L activity with a $3M+ budget. ■ Supervised and mentored 12 employees in all aspects of global operations for program management organization, software delivery, and customer support functions. ■ Significantly improved quality and standardization of product documentation and client deliverables, which enhanced business processes and consistency in the delivery of high-quality products to clients. ■ Played a key role in raising client satisfaction scores and enhancing customer loyalty. ■ Developed and implemented a scalable organization through innovative process improvements while enhancing productivity. ■ Devised strategic plans and prepared financial forecasts. ■ Launched a client services strategic roadmap and departmental fiscal budgets, which enhanced focus on success factors and effective utilization of resources. From February 2003 to April 2006 (3 years 3 months) Director of Software and Automation Engineering @ ■ Directed a team of 15 in the day-to-day front and back office operations for corporate-wide program management, software, and robotic engineering, including goal setting, scheduling, costing, and project prioritization. ■ Achieved process efficiencies through the identification, analysis, development and deployment of JD Edwards ERP and Camstar MES web-based controls and Microstrategy Business Intelligence solutions. ■ Managed the implementation of multi-million dollar, enterprise-wide IT solutions, using Visual Basic, Labview, SQL, MS Access, SQL Server 2000, Windows NT and robotics. ■ Collaborated with multi-discipline work team to implement ISO 9000 quality initiative. Managed all quality aspects of the software and automation team and performed as primary reviewer for other departments. ■ Increased weekly test capacity from 400 to 50,000 parts per week by implementing cutting edge software automation and technology solutions. Allowed for reduced staffing and 24x7 operations. ■ Directed successful development, execution and monitoring of an enterprise-wide strategic “roadmap”, focused on scaling the organization to reduce expenses and increase profits. From November 2000 to September 2002 (1 year 11 months) Manager, Engagement Management @ Manager, Engagement Management 1999 – 2000 ■ Managed P&L which consisted of a team of 40 technicians in all areas of program / project management, software delivery, training, and client support functions. Performed technical program / project management of $1M+ projects for large key clients in both domestic and international markets utilizing the following technologies: C, COBOL, Visual Basic, MS Access, SQL, VSAM and flat file format, JCL, UNIX, and NT. ■ Negotiated and drafted vendor, partner, contractor and customer contractual documents. Structured terms that were favorable to all parties. Resulted in driving new revenue streams and maintaining key existing ones and increasing customer satisfaction and loyalty. ■ Managed all financial and administrative functions for a $5M budget, including revenue claiming, budget planning / forecasting, expense administration and financial analysis (ROI, Payback, IRR, and NPV). Met all acceptable monthly variance expectations and achieved all annual cost-control objectives. Manager, Software Project Management 1998 – 1999 ■ Managed team of 8 software project managers in the day-to-day operations for project management and client support functions. ■ Pioneered new streamlined software delivery process for implementing the companies multi-million dollar COBOL mainframe application (TRIAD). Resulted in 50% increase in profit margin. Software Project Manager 1995 – 1998 ■ Managed the implementation and delivery of large-scale, 6 – 12 month, multi-million dollar analytic software projects for leading financial services clients, such as Citibank, AT&T, Bank of America, and Canada Trust. ■ Drove the design / creation of the initial specifications and business requirements for a multi-million dollar product (TRIAD v6), resulting in more than 25% reduction in averaged delivery time. From February 1995 to November 2000 (5 years 10 months)

MBA, Business/Telecom Management @ Golden Gate UniversityBS, Computer Science @ California State University-ChicoCertified Scrum Master (CSM) @ Scrum Alliance, San Francisco, CAHow to Create Products Customers Love (Work shop) @ SVPG (Silicon Valley Product Group), San Francisco, CA From 2015 to 2015 Michael Grow is skilled in: Analytics, Client Services, Voice of the Customer, Business Strategy, SaaS, ecommerce, SQL, PCI DSS, Product Management, E-commerce, Business Intelligence, Cross-functional Team Leadership, Enterprise Software, Project Management, Financial Services