Michael Coleman

Chief Programs Officer

2021 - Current

Limited Partner

2020

Operations

2021 - 2021

Sr. Vice President - Client Services

2012 - 2020

Led an 800+ person global organization providing implementation project management, account management, certification testing, system configuration, dispute resolution and data analytics services to Visa clients globally. Managed a portfolio of professional services that delivered over $50MM annual revenue. Built a diverse, cohesive, high-performing global team out of six disparate operating companies.

Vice President Client Services

2005 - 2012

Led Implementation, client testing and account management functions for Visa USA. Prior to IPO in 2008, Visa was made up of six separate regional associations. Drove work to identify best practices from amongst the disparate regional teams, then led the change management effort to implement consolidated global processes ensuring clients had a consistent onboarding and support experience wherever they worked with Visa. After the IPO, led client implementation and testing functions for all Visa, Inc clients globally.

Director, Implementation Services

2003 - 2005

Led a professional services organization that on-boarded over 75 new clients representing a 45+ % increase in installed customer base, and $36M in net new annual revenue for Visa's Debit Processing Service. Managed a portfolio of over 1000 active projects resulting in greater than 250 installations of new products, services and processing environment changes per month.

Sr. Director, Development and IT Operations

2001 - 2002

Recruited by CEO to direct IT operations, customer support and professional services for this start-up, e-commerce marketplace provider. Supported e-procurement needs of diverse corporations including Universal Studios, Ciba Chemicals, Delta Airlines, and Kennametal, Inc. Helped launch an e-commerce exchange integrating 1000 buyers, 40 suppliers and over 1 million catalog products in just 5 months.

Sr. Director - Operations

2000 - 2001

Recruited to design, implement and maintain 24x7 IT and Customer Support infrastructure and professional services team supporting start-up ASP venture, JDe.sourcing. Went from concept to hosting first customer in less than 4 months. When company decided to abandon ASP business, moved to IT organization and managed global voice and data network engineering and operations with a $12M annual budget.

Sr. Director - Support Operations

1999 - 2000

Recruited to build Customer Support and IT Operations functions for hosted-software pioneer Oracle Business Online, including technology infrastructure, call center, data-center operations and professional services. Had global responsibility for sales support, onboarding and supporting clients for the SaaS solution delivering Oracle Applications. Achieved referenceability with customers in key target markets. Successfully implemented over 50 customers on hosted Oracle ERP suite of products.

General Manager

1998 - 1999

Reporting to CEO, led professional services organization delivering software, training and consulting services in Demand Flow Technology to manufacturing clients.

Vice President, Operations

1995 - 1998

Built complete customer service infrastructure, generating 1st year incremental revenues of $2M. Evolving Systems’ strategic transition from consulting company to software products provider required a new customer service organization. As Dir. of Customer Support, designed and implemented all components including processes, compensation plans, documentation, and infrastructure to launch tech support center, training, and on-site service operations. Was tasked by company Board to head Human Resources and overhaul compensation and benefits programs saving over $3.5M annually and helping position the company for a successful IPO.

Sr. Manager, Product Development and Application Engineering

1982 - 1995

Started as an Application Engineer providing engineering design support for Industrial Manufacturers to incorporate Gates' belts into their OEM products. Grew to a role where I was leading the global Product Development and Application Engineering teams tasked with developing new/improved Automotive V-belt, serpentine belt, timing belt and Polychain motorcycle drive belts, then working with clients to get them specified into future engine designs. Led engineering teams in the US, Belgium, Korea and Japan.