John Kepp Email & Phone Number

San Francisco, CA, US

San Francisco, California, US

* Build team of forward deployed engineers to support Agentforce 1000 customers* Develop best practice recommendation for building AI Service Agents* Develop agentic tooling that automates agent creation. Tooling support agent creation, agent validation, testing, and monitoring

Redwood City, California, US

• Developed an enterprise-ready services delivery team to deliver a mid-market and enterprise motion for both Professional Services and Customer Success. Extended the services methodology to include conversational AI.
• Transformed customer success with 130% NDR and 7% logo churn by building a Customer Success team and professionalizing the delivery.
• Created a Developer Relations team to evangelize the Airkit platform and get React / CSS builders engaged in developing their solutions on Airkit.
• Boosted developer engagement by creating a thriving community with Discord, Slack, and markdown documentation, resulting in 400+ active developers and daily communication with the Customer Support Team. Leverage.

Redwood City, California, US

• Established support delivery processes including service level agreement, root cause analysis, and support to the engineering flow. Developed and implemented repeatable reporting and KPIs to determine overall support.
• Created and implemented a proactive Customer Success motion by developing sales-accepted opportunities for the sales pipeline and customer playbooks for renewals and upsells.
• Expanded the PS process methodology to include enterprise customer processes of discovery, configuration, testing, training, and deployment. Inspected the methodology for compliance and individual improvement.

San Francisco, CA, US

• Built Product and Engineering teams to develop industry products for Financial Services and Insurance, Retail and eCommerce, Public Sector, Healthcare, and Life Sciences.
• Generated $10M in pipeline opportunities for Vertical Solutions by building a 50-person team from the ground up and implementing Talkdesk Solutions and AppConnect partners for a WOW end-to-end demonstration.
• Designed a product roadmap blueprint with core competencies, App Connect partners, and industry-specific solutions to provide an end-to-end customer journey.
• Fueled demonstrations and follow-up conversations by 80% by creating five WOW demonstrations with standardized messaging and training across Sales Engineering on effective communication techniques.

San Francisco, CA, US

• Managed the global customer lifecycle teams including Sales Engineering, Professional Services, Customer Support, and Customer Success.
• Showcased Talkdesk’s leading functionality and industry innovations by developing WOW demonstrations built on key user stories with customer and industry examples.
• Built implementation partner certifications, delivering 45% of service revenue through implementation partners. Created learning pathways and badging to support partner growth and auditable knowledge using Skilljar and.
• Engaged with customers to identify success KPIs and account plans that reflect organizational growth as well as aspirational OKRs.

San Francisco, CA, US

• Directed a global services team focusing on the implementation of services, development, and post-go-live enhancements.
• Improved key utilization, billing, and profitability KPIs across the organization by implementing best practices and tools to track utilization (professional services automation, manage project status, and provide.
• Bolstered key account pre-sales solution assessment and statement of work development in collaboration with sales leadership to support sales goals for all products and services, emphasizing software sales and solutions.

Redwood City, CA, US

• Built and integrated pre-sales, services, and a support organization from scratch, focusing on key areas such as customer success, professional services, pre-sales engineering, and partner enablement.
• Developed a Customer Success team to deliver exceptional support in account management, community support, and proactive services using the Saleforce.com CRM and GetSatisfaction knowledge base. Established ongoing.
• Recruited and trained the team on Kenandy’s cloud ERP (Enterprise Resource Planning) built on Salesforce.com which included CPQ (configure, price, quote), Global Financials, Order to Cash, Procure to Pay, and.
• Captured business requirements and constructed a pre-sales engineering team to integrate with sales account management and develop a solution set to address customer-specific vertical segments, aligning with the.
• Launched the Kenandy partner community. Created partner training certification using Litmus and shared the implementation methodology. Managed partner billable hours in Replicon and built out a three-phase partner.

Helsinki, FI

• Vice President, Americas and Asia Pacific Professional Services Pioneered partner-led implementations by developing an implementation partner program with partner training and certifications.
• Fueled revenue bookings by 40% year-over-year by partnering with sales and customers to identify installed base opportunities during a down market.
• Co-developed a high-value consultancy metric and methodology to enable a step-change improvement in service capabilities, including subjective measures, certifications, training, and high-value package execution.
• Solidified Field Development Engineering Services team to support customization in the field. Director of Custom Development
• Improved flexibility and margin by developing offshore engineering relationships with a group of development engineers from the United States, Pakistan, and India
• Documented delivery process flow to ensure quality, predictability, and visibility throughout the development process; successfully built a backlog of three months of booked business

• Took leadership position in family business with the agreed goal of becoming President of Selway Company, a $93M per year company.
• Led daily operations of 30 customer support and field service engineers. Developed a Quality Service Improvement Process to improve quality and reduce the cost of service delivery. This included parts inventory.
• Full P&L responsibility for the services organization. Developed cost based metrics to evaluate time to service, cost of service and total warranty service delivered.
• Drove relationship with our primary equipment provider to audit, benchmark, and improve the performance of our customer services organization. This included the development key monthly metrics and implementation of a.
• Established standard service templates for the field services organization. These templates were used to benchmark and rank the service delivery organization.

Theale, Berkshire, GB

• Managed EMEA wide Customer Success Team with office locations in London, Paris, and Munich. Developed EMEA subscription retention and key account plan. Plan included the maintenance of existing services lines of.
• Project Managed the Operational Support Assessment for British Telecom to assess their service requirements for more than 15 Clarify lead projects throughout Europe.
• Managed projects from service creation, pipeline development, through to sales execution. Responsibilities included account ownership for strategic telecommunications customers.
• Led Services line of business in creating custom solutions for Nortel’s CRM, IVR, and Service Activation products. Developed common marketing and service level deliverables across Periphonics, Clarify, and Preside (all.
• Achieved 100% of £27M quota while Nortel went through economic downturn and business unit sell off.

Mba, Business

B.S., Psychology

Master Of Applied Project Management, Information Technology Project Management