Responsible for developing and managing a portfolio of Professional Services accounts to drive Customer Outcomes at these accounts leading to client’s product adoption, renewals, CSAT, and expansion.

Customer Success Sr. Manager – Professional Services. Responsible for developing and maintaining a portfolio of Customer Success (CS) accounts and developing a team of Customer Success Managers, Success Architects, and Platform Architects across Professional Service Clients. Develop senior executive relationships across the portfolio of accounts as well as with ServiceNow sales and partner leadership. Key objective is to drive Customer Outcomes at these managed accounts leading to client’s product adoption, renewals, and expansion of ServiceNow offerings with the account.• Lead/contribute to business planning for the CS Professional Services sector aligned with the company’s overall strategic direction• Manage/oversee the operational aspects of the CS portfolio delivering high customer satisfaction metrics, quality assurance, and profitability for the portfolio of accounts• Manage and grow a team of Success Team Leaders, responsible for inspiring, growing, guiding, and mentoring my team• Develop strong executive relationships with senior level customer leaders, sales leaders, and ecosystem partners• Support customer success pre-sales activities in collaboration with our commercial teams• Drive a high rate of CS renewals and upsells within the portfolio of accounts• Contribute thought leadership to customer success methodology and innovation with emphasis on industry specific IP for Professional Service customersPrevious Position: Sr. Success ArchitectThe Customer Outcomes team works with customers to help them achieve their business outcomes by providing customer success services and expert services. The purpose is to accelerate customers’ adoption of the ServiceNow platform, enabling customers to realize value faster, reduce costs and reduce risks.

Post Merger Integration Lead - lead a cross-functional team of 60-plus resources.For a large consumer goods company, lead the post-merger integration of several operations/plants. Primary integration scope includes supply chain (Forecast to Schedule, Produce to Stock), Order to Cash, Procurement to Pay, Record to Report, Quality, IT Integration and heavy emphasis on Change Management.

As a Managing Director in the United States, John was responsible for client engagements in North America and he led Proudfoot’s Digital Ready solution. He is a seasoned executive developing business, digital, operational, and people strategies, designing and implementing transformational solutions, and facilitating diverse groups to drive measurable results.

Recruited from IBM to Huron, which is a high growth consulting company, specifically to develop and grow the Strategy & Performance Improvement practice. Huron’s goal was to diversify from a restructuring focus to a company that provides more comprehensive offerings.A transformation and supply chain leader, he has profound experience in developing and executing strategic growth and transforming businesses in various industries including manufacturing (e.g. automotive, industrial products, etc.), electronics, technology, distribution, and retail.Throughout his career, John has led multiple engagements, created high performing teams, and achieved high client satisfaction to both Fortune 500 & Middle Market Clients.

John Harms was a Partner, within the Strategy and Transformation practice (IBM Global Business Services).John advised C-level executives on alternate business strategies, business models, improving efficiencies, and operational strategies to improve performance while providing additional flexibility. Having been a Strategy and Change partner for several years, John brings a strategic perspective to his clients to become a trusted business advisor and an enabling force to shape and implement value added solutions to the unique needs of each client.John has deep expertise in business transformation. He has delivered a broad range of services to clients with emphasis in the following solution areas: corporate and operations strategy, performance improvement, supply chain, process transformation, and IT strategy. John was a leader and team member of several IBM global communities including the Innovation, Operational Strategy, Supply Chain Analytics, and Target Operating Model Communities. John has been the keynote speaker at several conferences, most including topics regarding Succeeding in the New Environment. John has also published several white papers including the Global Integrated Enterprise.

Part of the Operations Strategy practice specializing in Supply Chain.