Kerry Bridges
Toms River
Summary
Strategic and results-driven Director with a proven record of leading Global Customer Success/Professional Services operations within fast-paced SaaS environments. Skilled in scaling post-sales operations, fostering cross functional collaboration, and driving operational efficiency. Known for leading high-performing international teams and promoting a culture of transparency, continuous improvement, and operational excellence.
Overview
22
22
years of professional experience
Work History
Director, Global Business Operations
Apptio, Inc
Remote
06.2024 - 12.2025
- Directed business operations supporting Customer Success/Professional services, enabling $38.5M → $41M services revenue growth (+6% YoY)
- Partnered with executive leadership to analyze complex business challenges, synthesize insights, and recommend strategic actions that align with organizational priorities.
- Leveraged data-driven analysis to inform executive decision-making, ensuring leaders have clear, actionable insights to guide long-term strategy and near-term execution.
- Lead process optimization initiatives to streamline workflows, reduce inefficiencies, and enhance operational effectiveness across departments.
- Utilized critical thinking and creative problem-solving skills to analyze complex data, identify inefficiencies, and implement innovative solutions to business challenges.
- Employed data-driven insights to inform strategic decision-making and drive operational improvements.
- Oversaw cross-functional performance tracking and reporting, leveraging advanced analytics tools to monitor KPIs, identify trends, and optimize team & operational performance.
- Developed and implement strategic plans to drive business growth, improve operational efficiency, and enhance customer satisfaction.
- Fostered a positive, high-performance, people centered culture by mentoring team members, supporting leadership, and providing coaching for skills development and growth. Reinforcing organizational values and accountability.
WW Program Specialist, Digital CS & PLG
IBM
Remote
08.2023 - 06.2024
- Led enterprise-wide process optimization initiatives, redesigning workflows and reducing operational friction to improve cross-departmental efficiency and scalability.
- Partnered with Product Management to define and implement the end-to-end user journey, establishing adoption and engagement metrics that demonstrable strengthened retention and product stickiness.
- Defined the instrumentation requirements to support digital understanding of user behavior and automation of both tech-touch and low-touch client engagement
- Architected the content and program design for the Journey Orchestrator programs in Gainsight, ensuring a cohesive and comprehensive customer experience at scale.
- Established the Customer Success methodologies, the operating model and the tooling necessary to support low-touch and tech-touch approach for PLG products to support customer renewals.
- Collaborated with the Chief Analytics Office team to identify and implement AI-based approaches to improve automation and business outcomes.
- Partnered with the Chief Information Office team and Gainsight team to implement data flows, system integration, and reporting to facilitate Customer Success at-scale.
- Defined and maintained functional workflows in Gainsight to ensure execution, cross-team alignment, and a standardized operational foundation for Customer Success.
Senior Manager, Global CS/PS
Turbonomic
Remote
02.2021 - 08.2023
- Directed and managed team responsible for all operation controls for Global Customer Success and Professional Services accounts. Customer scope covers North America and EMEA regions spanning ~550 accounts.
- Served as Post Sales Delivery and Operations lead during IBM acquisition integration initiatives. (acquired in June 2021)
- Conducted training and mentor team members to promote productivity, accuracy and commitment to friendly service.
- Built and maintained strong, long-term relationships with stakeholders, ensuring their needs are consistently met and exceeded.
- Identified and drove initiatives to streamline processes, reduce administrative overhead, and achieve business goals.
- Gathered requirements in order to build proposals, and negotiate agreements for internal products.
- Employed data-driven insights to inform strategic decision-making and drive operational improvements.
- Partnered with Professional Services and Customer Success Leadership teams to coordinate and prioritize features and development responsibilities for in-house supported products.
- Collected, distributed, and managed core metrics of the business to help drive delivery and sales leaders towards delivery excellence.
- Responsible for identifying and creating content for monthly Operations Reviews to Executive Leadership team.
Customer Success/Professional Services Operations
Turbonomic
Remote
02.2020 - 02.2021
- Validated and analyzed team metrics for optimization and planning purposes ensuring agility and completeness for business decisions.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policies for Professional Services and Customer Success teams.
- Implemented new systems and tools to automate processes, increase productivity, and reduce operational costs.
- Proactively identified areas for improvement and take initiative to drive positive change within the organization.
- Managed administration and organizational reporting for Professional Services team of ~40 employees.
- Responsible for reporting and metrics for ~200 accounts in North America and EMEA region.
- Collaborated with customer account teams to define reporting requirements and frequency.
- Provided consistent feedback loop of post sales processes in order to identify and execute improvements to workflows to reduce cost and improve time to revenue.
- Collaborated with senior leadership to align organizational goals with actionable tactics and measurable outcomes.
Engagement Manager
Turbonomic
Remote
01.2018 - 02.2020
- Supported and drove high levels of internal and external customer satisfaction through proactive communication, issue resolution, and continuous improvement of service delivery.
- Created streamlined internal onboarding process which ensured seamless services experience for new customer between pre sales and post sales teams.
- Collaborated with sales, delivery and service teams to manage seamless internal and external customer experiences.
- Consulted with teams on established best practices and process improvements.
- Managed multiple projects simultaneously, ensuring timely delivery, budget adherence, and alignment with business goals.
- Participated in continuous improvement process reviews by generating suggestions, engaging in problem-solving activities to support teamwork.
- Provided services revenue forecast and revenue reconciliation for Finance team consumption.
- Worked alongside Salesforce admin team as SME of Services team for Salesforce Lightning integration.
ECommerce Business Owner
Self-employeed
Toms River, NJ
03.2016 - 12.2019
- Evaluated suppliers to assess quality, timeliness and compliance of deliveries, maintain tight cost controls and maximize business operational efficiency.
- Retail sales over $100,000 in first six months.
- Developed and maintained all social media accounts (where majority of sales are purchased).
- Provided excellent Customer Service to over 5,000 customers by providing timely shipments of products sold.
- Oversaw business budget planning and administration, accounting functions, purchasing and bi-weekly payroll to handle financial needs.
- Boosted average customer count from 1,000 in first year of business to 5,000 in second year through aggressive promotional cycles.
Senior Accounts Receivable Manager
Pason Systems USA
Golden, CO
03.2004 - 09.2015
- Determined, implemented, and evaluated business metrics to meet ongoing organizational or customer information needs.
- Played significant role in long-term planning, including initiatives geared towards operational and financial excellence.
- Developed and utilized frameworks to help structure team's thinking, drive visibility, and facilitate alignment – holistic view and alignment.
- Managed full cycle Accounts Receivable and Collections Department comprised of ten members.
- Defined, document and implement processes and policies.
- Effectively interfaced with senior management regarding departmental results, expectations, and status of current projects.
- Employee development including establishing goals, writing and conducting performance reviews and recognition.
- Highly organized and detail-oriented, ensuring accuracy and efficiency in all tasks, from routine administrative duties to complex project deliverables.
- Maintained a positive, can-do attitude, even in high-pressure situations, helping to foster a supportive and productive work environment.
- · Managed reporting of National Sales Manager accounts, ad hoc reporting on total monthly revenue of ~$13.6M.
Education
Education/Psychology
Rutgers University
New Brunswick, NJSkills
- Executive Leadership & Cross-Functional Alignment (CS, PS, Sales, Finance)
- Organizational Leadership, Talent Development & Team Scaling
- Global Stakeholder Engagement & Relationship Management
- Strategic Problem Solving & Data-Driven Decision Making
- Operational Performance Management, KPIs & Executive Reporting
- Customer Experience Strategy & Retention Optimization
- Business Process Transformation & Workflow Optimization
- Program & Portfolio Management (Global Initiatives)
- Revenue Operations & Business Growth Enablement
- Strategic Planning & Operational Roadmap Execution
- Coaching, Mentorship & Leadership Development
- Enterprise Systems & Tools: Microsoft Office Suite, Salesforce, Clarizen, SuiteProjects Pro (OpenAir), Gainsight
Timeline
Director, Global Business Operations
Apptio, Inc
06.2024 - 12.2025
WW Program Specialist, Digital CS & PLG
IBM
08.2023 - 06.2024
Senior Manager, Global CS/PS
Turbonomic
02.2021 - 08.2023
Customer Success/Professional Services Operations
Turbonomic
02.2020 - 02.2021
Engagement Manager
Turbonomic
01.2018 - 02.2020
ECommerce Business Owner
Self-employeed
03.2016 - 12.2019
Senior Accounts Receivable Manager
Pason Systems USA
03.2004 - 09.2015
Education/Psychology
Rutgers University