Janine Lamm-Roy

About Janine Lamm-Roy

Executive leader responsible for building and scaling the customer journey across onboarding, adoption, and long-term value realization through Professional Services and Customer Education.Lead delivery and enablement across a portfolio of 30+ SaaS solutions spanning Microsoft, Salesforce, and other platforms, supporting both enterprise and SMB segments. Scope includes implementation, onboarding, education, and ongoing services that extend value across the installed base.Scope of leadership:Professional Services delivery (implementation and consulting); customer onboarding and post-go-live engagement; Customer Education strategy and knowledge development; ongoing services supporting adoption and value realization across a multi-product SaaS portfolio.Selected impact:• Re-architected the Professional Services operating model for a multi-product portfolio, improving alignment between implementation, onboarding, and long-term value realization• Designed structured post-go-live engagement frameworks (30/60/90/120-day model), accelerating customer stabilization and time-to-value• Built scalable delivery frameworks and KPI/RAG reporting, improving visibility and enabling earlier intervention on at-risk engagements• Developed customer capability assessments and service-led engagement strategies to identify adoption gaps and expand value• Created recovery playbooks for at-risk customers, strengthening stabilization and improving outcomes• Expanded delivery models for enterprise and SMB segments, balancing high-touch and scalable approaches• Integrated Customer Education into the customer journey, improving adoption and enabling scalable expertise• Launched AI-enabled initiatives across estimation, case triage, defect management, and documentation to improve efficiency and qualityLeadership:Built and scaled leadership capability across delivery organizations; established consistent operating rhythms and management frameworks across a diverse, multi-product services organization.

Experience

1. Senior Vice President, Professional Services & Customer Education

   TogetherWork

   Oct 2025 — Present · US

   Executive leader responsible for building and scaling the customer journey across onboarding, adoption, and long-term value realization through Professional Services and Customer Education.Lead delivery and enablement across a portfolio of 30+ SaaS solutions spanning Microsoft, Salesforce, and other platforms, supporting both enterprise and SMB customer segments. Responsible for implementation, onboarding, education, and ongoing services that extend value across the installed base.Focus on designing scalable operating models that reduce time-to-value, improve adoption, and align implementation with long-term customer outcomes.Selected impact:• Re-architected Professional Services operating model for a multi-product SaaS portfolio, improving alignment between implementation and long-term value realization• Designed structured post-go-live engagement frameworks (30/60/90/120-day model) accelerating customer stabilization and adoption• Built KPI dashboards and RAG-based reporting to improve delivery visibility and proactive management• Developed customer capability assessments and service-led engagement strategies to identify adoption gaps and expand value• Created recovery playbooks for at-risk customers, improving intervention effectiveness• Integrated Customer Education into the customer journey, scaling enablement across a complex product portfolio• Launched AI-enabled initiatives across estimation, case triage, and documentation to improve efficiency and delivery quality

Education

• University of Nebraska at Omaha

  BA, English

  1984 — 1991

Skills

• Distributed Team Management
• Problem Solving
• User-Centered Design
• Leadership
• Program Management
• Team Management
• Public Speaking
• Consulting
• Strategy
• Microsoft Office
• Product Management
• Workshop Development
• Visio
• Mentoring of Staff
• Team Leadership
• Software Documentation
• Sdlc
• Application Design
• Business Process
• Requirements Management
• Training Delivery
• Requirements Gathering
• Engagement Management
• Product Development
• Analysis
• Change Management
• Agile Methodologies
• Management
• Team Building
• Requirements Analysis
• Project Planning
• Coaching
• Data Analysis
• Business Process Improvement
• Curriculum Design
• Process Improvement
• Business Requirements
• Project Management
• Process Engineering
• Business Development