John Puhl Email & Phone Number

Saint Paul, Mn, Us

Houston, Tx, Us

San Francisco, California, Us

Managed 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).

Sunnyvale, Ca, Us

Supported 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.

Saint Paul, Minnesota, Us

Provided 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.

Managed 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%

Led 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.

Developed 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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Information Technology

College Of Continuing Education

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