John Puhl Email and Phone Number
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John Puhl phone numbers
Proven Customer Success, IT and Operations leader, recognized by clients, peers and leadership as a trusted partner who understands business needs and identifies solutions that best align with business objectives. Skilled at leading large-scale initiatives, engaging diverse stakeholders throughout organizations to gather input and secure buy in, and driving execution to deliver targeted results. Well versed in SaaS subscription model and have proven track record as a Customer Success Manager. Skilled people manager that drives high performance in individuals and teams. Experienced in both private and public sector information technology.Specialties: Customer SuccessSaaSInformation Technologies LeadershipContact Center LeadershipTechnical Infrastructure LeadershipTechnology Service DeskWorkstation Management
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Sr. Customer Success ManagerSma TechnologiesSaint Paul, Mn, Us
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Sr. Customer Success ManagerSma Technologies Aug 2023 - PresentHouston, Tx, Us -
Senior Customer Success ManagerHashicorp Feb 2021 - Jan 2023San Francisco, California, UsManaged relationships with several Fortune 2K clients spanning multiple industries such as Healthcare, Financial Services, and Manufacturing. Partnered with account team and colleagues to ensure value delivery for assigned clients from onboarding through the expansion and renewal phases of customer journey. Managed customer journey and provided the client with information and support to be successful as they consumed HashiCorp products. Partnered with internal teams, ensuring customers had training, product awareness, and technical skills needed to best leverage personal tools. Advocated for customers throughout HashiCorp. Collaborated with the customer, identifying additional use cases that could lead to expansion opportunities. Ensured customer was happy so that the renewal process would go smoothly with no surprises. Provide Account Management for up to 16 accounts ranging from $150K to $1.2M in ACV. Total ACV managed was $8M. Regular engagement (cadence calls, QBRs) with clients who have deployed multiple HashiCorp products (on prem / SaaS). -
Customer Success ManagerEgain Corporation Nov 2015 - Dec 2020Sunnyvale, Ca, UsSupported adoption activities and success and expansion opportunities with all products and services offered by eGain. Worked with customers to manage renewals, identify upsells and cross-sells, recommend training, managed services and professional services as needed. Ensured each customer was deriving incremental value from the eGain product suite. Member of President’s Club for FY-2016 by attaining 176% of my expanded revenue quota while fully attaining assigned quota for FY-2017 and FY-2019. Supported 12 global customer accounts with total annual revenue of more than $4.5M. Built and maintained relationships with clients via regularly scheduled phone meetings and onsite visits. Leveraged relationships to expand deployment opportunities and identify upsells. Collaborated with clients to sell benefits of SaaS, including reductions in storage costs, deployment efforts, and FTE costs. Developed pricing and migration plans for move to the cloud. Drove discussions with clients to ensure client’s PII or PHI requirements were met via Cloud and Security add-ons. -
Enterprise Services Leader - Client Computing & SupportState Of Minnesota Sep 2013 - Nov 2015Saint Paul, Minnesota, UsProvided strategic direction for service desk and workstation management functions that deliver on the technology needs of the State, agencies, and users. Led consolidation of service desk and workstation management functions from disparate state agencies into an enterprise model, providing efficiencies through scale, consistent tools and processes, and effective leadership. Led team of 110 state employees responsible for service desk, workstation management, change management, asset management and tracking, and event management. Ensured teams were managed effectively and operating efficiently while meeting Service Level Agreements. Collaborated closely with Network organization to coordinate, manage, and deliver changes to the State of Minnesota Wide Area network. Drove efforts to resolve SEV1 network issues and find permanent resolution. Delivered enhancements to the critical incident management process, resulting in improved communication and faster resolution. Championed improvements to change management processes resulting in a significant reduction of change related incidents and improved reporting. -
Director, Contact Center And End User Computing DeliveryAmeriprise Financial Jan 2010 - Nov 2012Managed team of 15 FTEs and vendors who implemented and managed the Messaging and Collaboration Technology Infrastructure, including mobile messaging tools, audio and web conferencing products, and instant messaging. Delivered a multi-vendor Ultra-Available Network (UVN) solution, providing a stable and available telephony and network infrastructure for securities traders at satellite office locations, dramatically reducing risk to the business. Consolidated web and audio-conferencing services to a single vendor, improving efficiency in the procurement process, and saving $300K annually. Reduced service impacting incidents in the contact center from 12 per year to less than 1 per year while raising 2011 availability to 99.99%
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Director - Contact Center Management GroupAmeriprise Financial Apr 2008 - Dec 2009Led team of up to eight staff members responsible for contact center systems (call recording and IVR management) as well as real-time contact center resource management. Partnered with the Technology organization to deliver Cisco IP Telephony that improved both operational efficiency and the customer experience including real time reporting on key Contact Center metrics. Delivery owner for an IVR Uplift project which provided inbound callers with a branded experience on an updated platform. Uplifted measurably improved platform stability and provided additional automation and features.
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Director, Phone OperationsAmeriprise Financial Apr 2007 - Mar 2008Developed and motivated a diverse team of 100 call center associates and 60 offshore agents, reporting through 6 team leaders, charged with delivering exceptional service to clients and financial advisors. Managed global vendor relationships to ensure call quality and financial metrics were met. Identified opportunities to save the equivalent of 35 FTEs by implementing cross training between teams by partnering with colleagues on initiatives that resulted in reducing inbound call volume by one-third.
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Director, Investment Systems SupportAmerican Express Financial Advisors Oct 2004 - Apr 2007Us -
Team LeaderAmerican Express Financial Advisors Apr 2003 - Oct 2004Us
John Puhl Skills
John Puhl Education Details
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Capella UniversityInformation Technology -
University Of Minnesota College Of Continuing EducationCollege Of Continuing Education
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Academy Of Accountancy
Frequently Asked Questions about John Puhl
What company does John Puhl work for?
John Puhl works for Sma Technologies
What is John Puhl's role at the current company?
John Puhl's current role is Sr. Customer Success Manager.
What is John Puhl's email address?
John Puhl's email address is jp****@****orp.com
What is John Puhl's direct phone number?
John Puhl's direct phone number is +161228*****
What schools did John Puhl attend?
John Puhl attended Capella University, University Of Minnesota College Of Continuing Education, Academy Of Accountancy.
What are some of John Puhl's interests?
John Puhl has interest in Science And Technology, Environment.
What skills is John Puhl known for?
John Puhl has skills like Business Analysis, Leadership, Vendor Management, Series 7, Strategy, Process Improvement, Management, Strategic Financial Planning, Investments, Asset Management, Team Leadership, Program Management.
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