Andrew is a strategic leader focused on one of the most critical challenges in SaaS: scaling world-class customer experiences while decoupling headcount growth from revenue expansion (sub-linear scaling). His approach integrates Knowledge-Centered Service (KCS) with AI-enabled search to transform support from a cost center into a frictionless digital journey. At Black Duck, he architected an AI-driven self-service ecosystem that achieved a 65% unassisted success rate—simultaneously improving CSAT and doubling sales lead generation through a high-authority digital presence. Andrew thrives at the intersection of Business Technology (BT), Product, and the Customer, building the platforms that turn complex technical challenges into predictable business outcomes and proactive growth.