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    Business

    CFO THOUGHT LEADER

    CFO THOUGHT LEADER is a podcast featuring firsthand accounts of finance leaders who are driving change within their organizations.
    We share the career journey of our spotlighted CFO guest: What do they struggle with? How do they persevere? What makes them successful CFOs? CFO THOUGHT LEADER is all about inspiring finance professionals to take a leadership leap. We know that by hearing about the successes — (and yes, also the failures) — of others, today’s CFOs can more confidently chart their own leadership paths across the enterprise and take inspired action.

    Advertise

    Copyright: © Middle Market Media LLC, 2019

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    Latest Episodes:
    COVID Keeps People Top of Mind Among Business Leaders - A Workplace Champions Episode Oct 23, 2020
    Show notes

    More keenly aware of the competitive price of employee burnout and workforce attrition — many midsize companies are today busy rethinking how they attract, hire and inspire employees. The Workplace Champions Podcast explores the innovative workforce practices of talent-minded business leaders tasked with opening a new chapter of growth for their midsize organizations.


    644: Thwarting COVID By Rethinking Opportunities | Mike Brower, CFO, Office Evolution Oct 21, 2020
    Show notes

    Back in the late 1980s, Mike Brower’s list of audit clients included a roster of oil and gas companies as well a local university and a number of different state and local government entities. It was the type of client list that any accountant based in and around Cheyenne, Wyoming, might covet, a fact made all the more undeniable by having Taco John’s International top the list.

    A restaurant franchisor with over 450 restaurants nationwide, Taco John’s first began serving local Cheyenne customers in the 1960s, before expanding rapidly across the Plains and upper Midwest as it outfitted franchisees in small towns rather than big city locations.

    “They just popped up everywhere, and I sort of had an insider’s view,” says Brower, who joined the Taco John’s finance team in 1990 after having given notice to the Cheyenne office of McGladrey & Pullen.

    For the next 6 years, Brower’s responsibilities intersected with every aspect of Taco John’s accounting and reporting function, eventually landing him in the controller’s office, where he oversaw the company’s financial statements as well as those of the 30 company-owned restaurants.

    However, as time passed, Brower began evaluating other local opportunities and came upon an advertisement in the Sunday newspaper seeking CFO candidates.

    “It was a blind ad, but you have to remember that this is Wyoming and everyone in the local business community sort of knows everyone, so I called the guys up and said ‘Hey, I’d be perfect for you,’” explains Brower, who notes that the ad was placed by a fast-growing insurance company owned by two local businessmen who had in fact underwritten policies for Taco John’s.

    “I told them that I’d love to talk with them about the job, but they were like, ‘Well, we don’t want to lose the Taco John’s account,’ so I said, ‘Look, Barry isn’t going to take the account away just because you took his controller,’” said Brower, while mentioning his former boss who at the time was Taco John’s CFO.

    Brower got the job and became CFO of the insurance brokerage, which in short order began talks to acquire two Midwest insurance brokers. The insurance firm’s appetite for M&A deal-making gave Brower a new set of experiences that injected some excitement into his first CFO role that even today he looks back upon and savors. –Jack Sweeney


    643: The Rise of People-Centric Finance | Katie Rooney, CFO, Alight Solutions Oct 18, 2020
    Show notes

    Back in 2015, Katie Rooney was only 7 months into her first industry CFO role at Aon when her boss asked her to exit the office.

    “He came into my office on November 1 and said, ‘I’m retiring, and I want you to take on my role. I’m leaving in 8 weeks,’” recalls Rooney, who says that the news triggered a mix of surprise and fear, which she recalls outwardly expressing with the words “Oh, my God!”

    Her boss quickly sought to ease her concerns.

    “He said: ‘You know what? It will be the best thing for you. If I stick around, you will never get the credit from the team,” explains Rooney, who subsequently swapped her CFO business unit responsibilities for her boss’s broader, divisional-level CFO portfolio.

    Looking back, Rooney confides that she expected to someday to fill her boss’s shoes, but perhaps in 2017 or 2018—and certainly not in 2015. For her, though, the timing would turn out to be most fortuitous.

    In early 2017, 13 months after she had officially taken on her boss’s role, Aon announced plans to sell its employee benefits outsourcing business to private equity firm Blackstone Group as part of a “carve out” strategy that eventually rebranded the stand-alone business as Alight Solutions.

    “We called ourselves a $2.3 billion startup,” remembers Rooney, who says that she now realizes how her boss’s decision to step aside in late 2015 ensured her inclusion in the early round of discussions that ultimately led to a deal with Blackstone and her subsequent appointment as CFO of Alight Solutions.

    “We kind of had this moment when we said, ‘The capital structure and some of the margin components just don’t fit with the larger business,’ so we started thinking about carving the business out,” responds Rooney, when asked to recall the moment of insight that may have helped to hatch Alight Solutions. –Jack Sweeney

    Rooney: As I think about the next 12 months, we have to execute on the strategy we've now brought together. We are at this incredible place in time where our business is uniquely positioned to help solve the needs of our clients and their employees. We can help drive down the total cost of the workforce. We can try to drive and improve health outcomes. And as we think about the financial stresses created by the pandemic, thinking about overall financial wellbeing, there's so much opportunity here, and we've pulled the strategy together, and as I mentioned, I think we've built the right KPIs around it.

    We're now working on building out a detailed operating plan that will hold us accountable day over day around executing against this, because its about driving more value. We're taking an outcome based approach. We're leading with technology and really looking at everything, but we now have to hold ourselves accountable day over day to execute against that. And I think finance plays an incredibly important role there as we think about how we develop the operating plan to get all of our leaders, all of our businesses, aligned around what's required to drive that forward. So that's really where we're focused here over the next couple of months.


    642: The Virtues of Top Line Growth | Sachin Patel, CFO, Apixio Oct 14, 2020
    Show notes

    It’s not uncommon for career-building executives inside the finance realm to obtain an MBA in order to pivot their careers in a new direction. Such was the case for Sachin Patel, who after finding some early success as a systems engineer at IBM Corp. began to study the path before him more closely.

    “One of the things that you don’t very often get to do as an engineer is to articulate what you did by using the written word or even verbally. Just having this not be a feature of the job was something that began to be evident to me,” says Patel, who as the years passed found the laconic nature of engineering to be in direct conflict with his growing desire to play a more active role in shaping and influencing business strategy.

    “I looked at two areas—investment banking and strategy consulting—and began pursuing both, which probably wasn’t the best approach from a time management standpoint,” explains Patel, who says that ultimately the numbers—or, as he describes it, “the common wiring between engineering and finance”—drew him toward the world of finance.

    With an MBA in hand, Patel joined Citigroup and set about developing the relationships and industry insights required to succeed in the investment banking realm, until one day—roughly 4 years after his carefully executed career pivot—he received a call from a friend and business school classmate with a job opportunity.

    In short order, Patel was accepting a director of finance role with Vantage Oncology, a network of cancer centers and supporting physicians that was quickly expanding across the country. Over the next 4 years, Patel would build and lead Vantage’s FP&A team as he advanced from controller to the CFO office, where in 2016 he ultimately helped to sell the company to McKesson Corporation for $1.2 billion.

    Looking back, Patel credits his years at Vantage for providing him with consecutive opportunities to prove himself as he climbed steadily upward. Still, he makes clear that his success there was not always obvious. In fact, even before he accepted the position, he needed to confront a potential obstacle that surprisingly had little to do with strategy or Vantage’s financial footing.

    “An interesting wrinkle was that I reported to the business school classmate who recruited me,” explains Patel, who at first mentions his classmate to highlight the added rewards of having returned to business school but is compelled to emphasize the added complexity of such a relationship.

    “It was good that we had the baseline of a friendship, but sometimes this can lead to a little more ruffling,” he says, before giving kudos to his classmate as well as to Vantage’s management team for creating an environment where the two friends could both succeed. –Jack Sweeney

    Patel: We developed an in-house pricing tool for each of our solutions that we offer. And so based on our experience out of what the different components of the expense were, whether it's human time from the operations team, over to cloud expense that I mentioned, anything else that all gets folded into there, I should say, and then we can set the pricing based on that. And this tool allows them to check each of their contracts, or as they're negotiating they can check those margins using that tool. Ultimately, that goes to our chief growth officer who oversees that, and then if we need to make any additional decisions around that, we meet as a group.

    But it's become part of the practice, and I think they were actually looking for that being that we are developing new solutions. You're not entirely sure how we should price those in the market when it's a new solution. Many times there's a lot of puts and takes there that you have to consider. And so early on it was a very much live discussion, but now it's part of the standard process, and very much something we follow.

    We were guarded about that margin profile. We were very particular about it. And then we realized that there's many other components to our numbers that we can manage better to free up those dollars to win more business. And what we were able to do is understand that from a valuation perspective, moving from X to 1.1 X margin may not be as important to us as having higher revenue growth. So let's orient around that. Let's take the additional dollars we have and maybe give a little here, invest a little there, and make sure that we're driving that top line growth. Because ultimately there's a finite universe of health plans and provider groups after which the sales team can go. But once you're in there, the opportunity to sell more is really where the sizzle is. And so it's important to sort of win the day, and that became something that the management team, ranging from operations and engineering over to obviously sales and marketing, everyone could coalesce.


    641: The IPO Playbook & Creating Opportunity for Others | Steve Cakebread, CFO, Yext Oct 11, 2020
    Show notes

    “It’s not cheap to go public,” concedes CFO Steve Cakebread, echoing the oft-repeated refrain that founders and CFOs confront when considering the prospect of selling shares in their companies to the public.

    Concessions aside, it will come as little surprise to Wall Street and private investors alike that Cakebread—a seasoned finance leader who has taken public such companies as Salesforce, Pandora, and his latest firm, Yext—has come not to bury IPOs, but to praise them.

    And 2020 might be the year when founders and CEOs are prepared to listen.

    Certainly, few of Cakebread’s CFO admirers are likely to question the finance leader’s keen sense of timing. In fact, more than a few will likely be making room on their bedside tables for Cakebread’s soon-to-be-released The IPO Playbook: An Insider’s Perspective on Taking Your Company Public and How to Do It Right (Silicon Valley Press, 2020).

    “With all of the macroeconomic and pandemic issues going on, there have been as many—if not more—IPOs through August than there have ever been in the past couple of years,” says Cakebread, signaling an optimistic note for U.S.-listed publicly held companies, which have seen their numbers cut in half over the past two decades.

    The coronavirus, it turns out, might in part be the antidote for Wall Street’s IPO blues. As COVID-19 spread, many companies made greater operational discipline and efficiency top-of-mind, which in turn led to the adoption of governance practices more commonly used by publicly held companies.

    What’s more, they began doubling down on culture, a trend that has prompted IPO-minded founders to more thoughtfully expose the connective tissue between public ownership and social responsibility.

    “Most founders want to create opportunity both for themselves and for the people around them, and this happens only when you go public,” explains Cakebread, who notes that the social responsibility aspects of going public were a big incentive for each of the companies that he took public, including Salesforce, where he and CEO Marc Benioff identified a number of benefits.

    “Marc and I talked about it a lot before we took Salesforce public. The discipline of going public makes your organizational governance better. It makes companies more socially responsible, and this was a big item for him and for me. It grows careers and spins off other technology companies,” continues Cakebread, who joined Salesforce as employee #67, when the $17 billion company was eking out a quaint $20 million annually.

    According to Cakebread, public firms operate with a certain rigor that privately held firms struggle to match—and VC-backed and private equity–owned firms can at times miss the big picture.

    Notes Cakebread: “I actually find it tougher to work with VC boards because all they care about is the numbers. They don't care about the opportunity so much.”

    To Cakebread, the IPO process is important because it allows CFOs to realize their role as visionary storytellers with the ability to articulate a narrative that educates others about where the business is headed and what opportunities are being pursued.

    “You’re always going to have one number out of whack every quarter, but if the sell-side research people understand the underlying story, they can teach the longer vision to their investors and say, ‘This is an upsy-downsy quarter, but long-term, this business is intact,’” he observes.

    Asked how diminished listings of U.S. public companies have likely impacted industry over time, Cakebread points to the dynamics of wealth creation.

    “This has meant less access for most of us, and I think that this is helping to create this disparity between people who are very wealthy and people who aren't because they can’t get access to the market,” says Cakebread.

    “This is a challenging topic for a lot of people, but I personally believe that access is important because wealth distribution happens when employees and other investors get to participate,” asserts Cakebread, who believes that a new generation of investors is quickly emerging.

    “The retail investor is realizing that there’s opportunity and getting back into the stock market, and this next generation is starting to recognize the public market as a way to create wealth,” continues Cakebread, who cautions IPO-minded CFOs not to become too besotted by numbers.

    Concludes Cakebread: “What I have found in my career is that science and numbers are important, but you need a little bit of art to make a really successful bottle of wine or a really successful company.”

    CFOTL: For many CFOs - the IPO process is challenging in terms of communications.

    Cakebread: That's a good part of it. I mean, you have to be able to one, love your business, have a passion around it, explain it to third parties that may not have a good idea of what you're doing. The IR function is really critical. The good news is, there's a number of very capable IR firms that can help you get through that early stage of communication. Not the least of which is your investment banker that can help you write the story of the S1, and then there's others that I've worked with my whole career and even after we've been public for five or 10 years, I still use those same IR people to bounce ideas off of, to look at my problems differently and how to communicate. Yes, if you want to be shy and introverted and don't want to talk to people, this is probably not a company that you want to take public, but you learn speaking skills, which is good for all of us, I think.

    You learn how to approach and answer questions and explain your story. None of that is hard. It just takes a little bit of work, but shouldn't prevent you from going public because personally, it is kind of interesting. I actually find it tougher to work with VC boards because all they care about is the numbers. They don't care about the opportunity so much. What I found in my career is science and numbers is important, but there's a little bit of art that you need to make a really successful bottle of wine or a successful company. It can't all be driven by numbers and I've been around long enough. If you remember, General Motors at one time, was known as the organization that the bean counters ran the company. Well, that company went broke and they had to bring in people with a little bit more vision and a little bit more art to the car, not all numbers. I think that's a good opportunity to really help the company see itself, not only mathematically, but in a different vision, and talking to investors is a great way to hone your story in terms of how you might talk to a customer.


    640: Communicating Your Strategic Plan | James Samuels, CFO, EXUMA Biotech Oct 07, 2020
    Show notes

    Jamie Samuels still recalls some of the raised eyebrows that he saw after having completed in short order both the verbal and written portions of an exam that his future employer administered to job applicants.

    Not unlike most of his fellow applicants, Samuels had been invited to take the exam after responding to a newspaper advertisement, but, unlike his peers, he had been the only foreign applicant—or, more important, the only foreign applicant able to complete both portions of the exam in fluent Chinese.

    “At that time, my written Chinese was very good because I had only recently completed my senior thesis,” explains Samuels, who first became immersed in the Mandarin-speaking world in the early 1990s when at 18 years of age he spent 12 months in China in a gap year before returning to the U.S. and entering college as a Chinese language major.

    “Language is a tool to go do something else, so I spent a lot of my early career in trying to figure out just what that ‘something else’ was,” remembers Samuels, whose stellar exam performance earned him a junior sales rep position with a Taiwanese medical device company.

    “While I was good at sales, I discovered that it wasn’t for me—it was too much of an emotional roller coaster,” observes Samuels, who would remain in Taiwan but change companies as he migrated from sales into a corporate development role.

    The job switch was enlightening.

    Says Samuels: “It taught me that my financial toolbox was lacking. My response was to get myself into the most quant-oriented MBA program that I could.”

    Samuels returned stateside and nabbed a Wharton MBA before being recruited by Johnson & Johnson to fill a CFO role at a small Taiwanese operating company.

    “They don’t give CFO roles to fresh MBA grads for nothing. They had an operating company that was in a little bit of trouble in Taiwan, or so I figured out after starting the job,” confesses Samuels, whose career with J&J would last more than 10 years and span a variety of senior finance positions in cities such as Beijing, Shanghai, and Hong Kong.

    Next, Samuels stepped into a CFO role for a privately owned manufacturer of air compressors. Based in Taiwan, the company operated six plants in the United States and Europe.

    Finally, with more than 20 years abroad behind him, Samuels began considering CFO career opportunities back in the United States.

    “When you spend as much time as I did in the Far East, you risk getting pigeonholed,” says Samuels, who, as CFO of EXUMA Biotech, may have finally figured out what that “something else” is.

    Headquartered in West Palm Beach, Fla., EXUMA produces cancer-fighting therapies largely developed at research facilities in Shanghai and Shenzhen, China—a strategic advantage that Samuels seems uniquely experienced to leverage. - Jack Sweeney Signup for our newsletter


    639: Thriving at the Deep End | Catherine Birkett, CFO, GoCardless Oct 04, 2020
    Show notes

    Back in the early 2000s, Catherine Birkett found herself being pulled into confidential meetings where her company’s senior management was discussing restructuring plans with the company’s largest investor.

    The company—a fiber optics telecom firm known as Interoute—was not yet 6 years old, but its days appeared to be numbered as the company sought to weather the telecom industry’s historic collapse.

    As Interoute’s top FP&A executive, Birkett knew from the ongoing business plan’s numbers that massive changes were urgently needed, and she as well as others were not optimistic about the restructuring options available to the company.

    In fact, Birkett recalls, she and many executives had to tamp down the feeling that “this was not going to end well.”

    From a career perspective, Birkett arguably had less at risk than the other more senior executives sitting ringside during the restructuring discussions. Not yet 30 years of age, she joined the discussions knowing perhaps that other more gainful career opportunities were available to her outside Interoute’s four walls.

    Nonetheless, she had been given a seat at the meetings out of recognition of not just her ability to recite numbers but also her grasp of the intellectual property that governed the numbers.

    “I owned the business plan,” Birkett explains.

    In the end, the company’s multiyear restructuring allowed Interoute to find a new path to growth while operating under a new management team—one that included the 32-year-old Birkett as CFO.

    “I was thrown into the deep end as a finance leader—I basically had to learn on the job,” recalls Birkett, who entered Interoute’s CFO office in 2003 and went on to serve in the role for the next 15 years.

    “We managed to transform the company,” says Birkett. Along the way, Interoute marched in step with a new private equity firm owner and closed a string acquisitions. Ultimately, the company was sold to GTT Communications in 2018 for $2.3 billion.

    “Being promoted so young, I definitely made mistakes,” admits Birkett, who credits her CEO and other members of senior management for standing behind her as she ran at breakneck speed to acquire the skills necessary to manage a quickly expanding finance team. –Jack Sweeney


    638: The Path to Being Cost Smart | Jim Gray, CFO, Ingredion Sep 30, 2020
    Show notes

    It's the type of business restructuring capable of striking envy in the hearts of many a company board member—and particularly those known to favor one oft-repeated bit of business wisdom: Never waste a recession.

    At food ingredient maker Ingredion, where the recession’s bite is directly linked to the eating habits of consumers, a 2-year-old restructuring strategy dubbed “Cost Smart” has begun to deliver on its cost savings promises.

    In fact, last month, the maker of sweeteners and starches announced plans to increase its Cost Smart run-rate savings target from $150M annually to $170M—a $20M uptick that led certain analysts to believe now might be the right time for the food giant to step on Cost Smart’s accelerator.

    Not so fast, says Ingredion CFO Jim Gray, who reports that he already likes what he’s seeing in Ingredion’s rearview mirror.

    The opportunity around remote work environments and online collaboration has accelerated toward us,” observes Gray, who over the past 2 years has replaced the dated architecture of Ingredion’s finance function with a new shared services model and a mandate for greater online collaboration.

    The restructuring involved the relocation of 107 finance and accounting employees to shared services location in Tulsa, Oklahoma, and Guadalajara, Mexico. The movement of this part of Ingredion’s workforce is expected to be followed by that of a number of other functional areas within the company.

    “This was not about lowering head count—it is about holistically redesigning processes to have a lasting impact on cost,” says Gray, who last month—along with Ingredion CEO Jim Zallie—briefed investors and analysts on COVID-19’s impact on the business. After having experienced a significant drop in demand for different ingredients in April and May, advised Zallie, the company had seen “sequential improvements” in June and July as shelter-in-place restrictions had eased.

    These improvements were more than likely first detected by a member of Gray’s finance team, which had been working to better expose how the pandemic is altering the buying patterns of Ingredion customers.

    “With the pandemic, there has been a change in consumer behavior that’s impacting the pull of our customer products. Then you also have the effects of a recession, in which there is less personal income, so this changes how they shop in grocery stores and how often they dine out,” comments Gray, who credits the company’s widening use of technology for helping to track and monitor customer activities.


    637: Experiencing the Market Economy Spirit | Tom Fencl, CFO, Pricefx Sep 27, 2020
    Show notes

    The son of two doctors, Tom Fencl recalls that while growing up in communist Czechoslovakia, to him a free market economy was more “an intellectual curiosity” than a possible career destination.

    “When the Berlin Wall came down, I was midway through high school—it was a very formative experience,” remembers Fencl, who says that the historic happening suddenly released “a market economy spirit.”

    After studying at Prague’s University of Economics, Fencl says, he was “drawn to the big financial centers” and worked in London for 2 years at Stern Stuart & Co. as a consultant before heading to the University of Michigan for an MBA.

    “From a university standpoint, the University of Michigan may not be the most obvious place for a European to go—but they found me more than I found them,” explains Fencl, who notes that years earlier in Prague he had met students from the University of Michigan who were involved in a study of post-communist economies. “They were virtually the first MBA students that I had ever met,” he observes.

    From Michigan, he went directly to New York and Wall Street, where roughly 10 years after the fall of the Berlin Wall Czech-born and -raised Fencl became an investment banker.

    “I worked as sort of a traditional investment banker, meaning that I covered everything from capital market transactions to M&As,” says Fencl, who worked for Salomon Smith Barney (later acquired by Citigroup) and Bank of America.

    “I left Wall Street just before the 2008 meltdown,” he reports. “That was some lucky timing. I moved back to my home country, the Czech Republic, with my newborn and my wife, and there I joined a private equity boutique,” explains Fencl, who over the next 10 years migrated from what he describes as “transaction-driven” finance roles to more traditional CFO posts.

    “I joined Pricefx in Prague—which was its largest office and where a lot of the banking office functions are,” says Fencl, who was named CFO of the company in 2017 and subsequently relocated with his family back to the U.S.—a market that Pricefx now views as a primary source of future growth. –Jack Sweeney

    Fencl: To remind your listeners, we're a SaaS company. So that is a subset of the industry where there's one metric above all, which is ARR, annual recurring revenue, and more specifically the growth of ARR. And then you rank companies based on where they are. For the past few years, we've been somewhere around 80% year over year. So that's a pretty decent clip. Now, you ask what did I change since I arrived? I didn't have to introduce that. They were told already by the very first investors, "You need to watch your ARR growth."

    The thing that I had to work on doing, and it is obviously a cultural shift, is understanding that particularly when you're using other people's money, where you're not regulated by, do I have the cash or not ... Now, you have a lot of cash, but the right question is how are you deploying it? How efficiently are you using that capital? So, the metric that I had to work and make sure that the organization understand is payback, customer acquisition cost payback. So understanding how the growth ... How much did I have to spend to get that growth? And that of course is something that then leads to further analysis because you break down the metrics into its components. And that's something where you can't just buy the growth, right? You have to have a certain level of patience.

    Well, for us, we mentioned before that we just finished fundraising. So we have plenty of cash to give us the, what they say, runway; meaning, we don't have to worry immediately on the short-term of funding the business. But conversely, we need to deploy that capital and, what we say, that's to scale up. And as I was saying before about it's not just growth, but how efficiently it grows. So I guess the biggest priority is make sure that we deployed efficiently, that we do achieve the growth, but we do it in a way that will satisfy sort of the requirements of the return on capital.

    And to do that, one of the key areas of our focus today is work with data. There's obviously a lot of data in the business, but not all of it is structured perfectly. And not all of it is organized in the right way. So we're currently spending a lot of effort on making sure that we clean that up and that we, going forward, make the decisions based on data. Data-driven decision-making is a big priority internally.


    636: Being Part of the Team | Marsha Smith, CFO, Siemens, USA Sep 23, 2020
    Show notes

    Members of Siemens USA’s finance team would probably not be surprised to learn that when their CFO, Marsha Smith, is asked to reveal the experiences that prepared her for a finance leadership role, the ones that she relates most often originate from being part of a team.

    Such was the case in 2004, when she had been assigned to a Siemens joint venture as a commercial project manager.

    “I’ll never forget: It was my first week on the job, and the project manager came up to me and said, ‘Hey, Marsha, we need to ask for a change order on this one, so write a letter to the customer,’” comments Smith, who recalls thinking at the time: “I know how to use spreadsheets, I perform calculations—but I don’t know how to word this letter.”

    Later, Smith says, she reached out for guidance from the technical team, followed by the legal team, before sitting down and writing a letter to the customer. Very often, the customer relationship would involve multiple partners and payment schemes, she explains.

    “This was the beginning of my external-facing experience,” comments Smith, who at different times during her career has found herself seated at conference tables flanked by dozens of customer executives and their attorneys.

    Says Smith: “I’ll never forget when at a certain meeting I asked a question and one of the managers asked: ‘And who are you?’”

    From her early customer-facing experiences on forward, Smith’s business mind-set has become largely influenced by teams.

    “Everybody has to work together because everybody has a piece of the puzzle and we must make sure that we’re collectively doing the right thing for the customer,” says Smith, who believes that teams can also help to bring clarity to each individual’s contribution. “You see who goes the extra mile,” she says. –Jack Sweeney

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