Katie Puntenney

About Katie Puntenney

Transformational Professional Services leader with 10+ years of progressive experience driving large-scale SaaS implementations, building high-performing teams, and shaping strategic service delivery frameworks for global enterprise customers. Proven track record of delivering double-digit revenue growth, accelerating time-to-value, and optimizing operational performance across complex services organizations. Deep expertise in scaling Professional Services functions, aligning cross-functional teams, and developing commercial offerings that increase profitability, customer adoption, and long-term expansion. Known for trusted executive partnership, data-driven decision making, and elevating services organizations to become strategic drivers of company growth.

Experience

1. Director of Professional Services

   MasterControl

   Mar 2025 — Present · NY, US

   Partnered with Product and Marketing to improve new Quality Management Product offerings by identifying systemic product gaps, developing validated “out-of-the-box” templates, and completing Support and Professional Service Consultant training to enhance technical leadershipCo-developed and rapidly commercialized Product Implementation promotions, while leading ongoing strategic discussions with Sales to uncover new revenue opportunities and support customer solution alignmentCreate preliminary Cost Center budget models for executive review, aligning projections with operational needs and strategic growth prioritiesRevised product offering SKU definitions to clarify scope parameters and improve project predictabilitySupported Service Enablement and Sales teams on scoping calls and proposal development to improve estimation accuracy and win ratesLed integration of Education Learning Consultants into the North America Professional Services team, improving scheduling efficiency and establishing a roadmap for SKU offerings enhancementServed as a mentor through the corporate mentorship program, guiding professional growth and leadership developmentOptimized staffing and resource allocation to achieve utilization targets without compromising quality.Led backlog remediation efforts by training Project Managers on lifecycle management practices and establishing preventative controls for future backlog avoidanceAdvised Sales leaders on discounting governance to support margin control and discourage undesirable selling behaviorsDirected functional performance toward achieving $11.9M in year-over-year one-time revenue, providing strategic guidance and accountability frameworksDrove the Professional Services organization to deliver product implementation projects within a 120-day target, improving throughput, accelerating time-to-value, and enabling customers to achieve ROI earlier in their adoption journey

Education

• Michigan State University

  International Food Law Certificate Program

  2017

• SUNY Oneonta

  Bachelor of Science, Food Service and Restaurant Administration

  2004 — 2009

Skills

• Recruiting
• Outlook
• Applicant Tracking Systems
• Interviews
• New Hire Orientations
• Customer Service
• Bid Preparation
• Communication
• Inventory Management
• Quickbooks
• Mastercontrol System Admin
• I-9 Compliance
• Commodity Markets
• 3pl
• Team Building
• Management
• Microsoft Excel
• Powerpoint
• Logistics
• Training
• Microsoft Word
• Human Resources
• Data Entry
• Time Management
• Mastercontrol
• Project Management
• Hazmat Operations
• Employee Training
• Microsoft Outlook
• Leadership
• Microsoft Office
• Payroll
• Logistics Management