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Experienced, business focussed transformation executive from a consulting background. Solid track record of building and leading teams to deliver complex, global customer experience and internal transformation programmes for blue chip organisations. Successfully delivered a variety of strategic programmes including Customer Experience design/delivery, global business transformation, technology introduction and rollout programmes, M+A deal and integration, major product launches and also has experience in IT governance, technology operations and service management.Core Competencies• Business led technology delivery – ensuring strong alignment between business and IT to ensure technology solutions meet real business needs and deliver tangible benefit.• Customer experience design and delivery – experience designing customer experience that factors customer needs, brand and operational reality into organisation decisions that make key trade offs between headcount, technology and customer drivers.• Programme execution and delivery ¬- experience in taking large scale business challenges from problem diagnosis through solution definition and delivery of clear business benefits while ensuring.• Cloud computing – experience leveraging the benefits of cloud computing to significantly accelerate the speed of innovation while reducing implementation costs.• Strong knowledge of IT governance and management processes ensuring high quality, predictable delivery.Personal Skills• Stakeholder management – ensuring alignment and transparency of benefits delivery, timescales and key tradeoffs up to and including board level engagement• Core consulting skills of data acquisition, analysis, solution synthesis and presentation.• Communicates clearly across all levels of the organisation • Leadership skills to ensure high quality execution while developing bench strength of team.
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Svp, Customer SuccessEcoonlineHenley-On-Thames, Gb
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Vp, Customer SuccessKatana Cloud Inventory May 2024 - PresentTallinn, Harju, EeLeading post-sales teams for Katana, an Atomico funded company -
Company OwnerCustomer Retention Consulting Jan 2024 - Present -
Atomico Expert NetworkAtomico Oct 2023 - PresentLondon, England, GbMember of the Atomico Expert Network (AEN), providing counsel and support to Atomico’s portfolio of game changing technology firms. -
Vp, Customer Success, Emea And ApacCollibra Jul 2022 - May 2024New York, New York, Us -
Vice President, Customer SuccessZendesk Mar 2022 - Jun 2022San Francisco, California, UsResponsible for leading Zendesk customer success team in EMEA from $80m ARR to $380m, halving the churn rate. Super proud of the team and what we innovated and built together. -
Rvp, Customer Success, EmeaZendesk Sep 2020 - Mar 2022San Francisco, California, Us
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Senior Director, Customer Success, EmeaZendesk Jan 2019 - Sep 2020San Francisco, California, UsHelping our customers transform, optimise and be successful
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Customer Success Director, EmeaZendesk Mar 2016 - Jan 2019San Francisco, California, UsHelping our customers transform, optimise and be successful
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Senior Director, Customer SuccessSalesforce.Com Jul 2012 - Feb 2016San Francisco, California, UsTrusted advisor to Salesforce's largest strategic customers, developing long-term business relationships across senior business and IT execs. Key accountabilities: - shape vision for target customer experience and internal target operating model - maximise the value customers derive from their investment in Salesforce - assure delivery of portfolio of change projects/programmes - accelerate time to value and help clients transition to new innovation and governance models that cloud technology enables.Sectors covered include Retail, CPG and Financial Services. -
Head Of Customer Experience, EikonThomson Reuters Sep 2007 - Jul 2012Toronto, On, CaResponsible for design and delivery of the customer experience associated with the $250m launch of Thomson Reuters’ flagship product which replaces legacy products that generated $1.5b pa revenue which necessitated the re-engineering of Thomson Reuters Sales and Service organisation – 7000 staff across 93 countries, impacting 42,000 client organisations.• Built and led the organisational and process design team to redesign customer experience and internal sales and service organisation and processes.• Led engagement with the senior stakeholder group (up to and including board level) to agree customer experience; internal organisation and role changes and investment in technology investments and frontline resourcing.• Budget of $25m to initiate, build test and rollout 11 technology projects including upgrades to existing Salesforce, Peregrine and Siebel systems and new application delivery – including introduction of Client Self Service capabilities.• Built and led programme execution and business change functions and programme sub-projects. Total team size: 80 staff. Initiated company’s first methodology to test business processes.• Defined and implemented governance model across the organisation and management of vendor relationships. • Successfully delivered programme to time and under budget and resulted in achieving 113% of sales and rollout targets; a step change in customer experience and $118m cost savings for the organisation. -
Mergers And Acquisitions Programme ManagerThomson Reuters Jul 2006 - Sep 2007Toronto, On, CaReporting to the Global Head of Strategy and Marketing, responsible for leading acquisition bid teams for potential M+A targets.• Developed acquisition strategy, business plans, post-acquisition integration plans and formal board documentation for multiple bid targets – including Thomson Reuters first ever PLC target company. Board approval required at each key acquisition milestones.• Participated in negotiations with management teams of target companies.• Acquired Gissing, a market leading, real-time data contributions technology company, which has been successfully integrated into Thomson Reuters, delivering triple digit revenue growth since acquisition and enabling a strategic technology refresh of Thomson Reuters’ whole contributions product line and infrastructure.
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Global Service Owner, Sales + Trading Products, ReutersThomson Reuters Jan 2003 - Jul 2006Toronto, On, CaResponsible for service strategy and service delivery for Reuters flagship desktop products which generates $1.5b pa.• Accountable for availability of service to customers and led technical hit teams to diagnose and resolve chronic infrastructure performance and reliability issues associated with the flagship 3000 Xtra product and infrastructure.• Client engagement in US, Asia and Europe to ensure alignment of strategy and service improvements with their needs and turned around customer perceptions of key service improvements.• Defined strategy to differentiate service between product tiers and successfully acquired funding to deliver service improvement programmes.• Introduction of Thomson Reuters first ever remote support capabilities that led to a 30% improvement in customer satisfaction and a reduction in field engineering site visits – saving £1m pa.• Delivered a £2.6m programme that made a step change in our front line staff’s knowledge of their customers. This programme led to us eliminating the Customer service gap with our key competitor in this area.• Resulted in 40% improvement in overall Customer Satisfaction against competitor benchmarks.
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Senior Project Manager/Principle ConsultantThomson Reuters Jan 1999 - Jan 2003Toronto, On, CaJohn managed a number of programme and projects in this role – each typically involved a managing a virtual team of 12-20 people across impacted areas of the business including:• Global Programme Manager and Sales SME for the design and deployment of Siebel and introduction of Value Based Selling as the sales methodology for the company.• Reporting to the UKI Managing Director, delivered sales and service campaign for the Reuters’ premium desktop product, 3000 Xtra – overachieved targets by 130%.• Initiated and gained sponsorship and funding to develop a strategy to address the nascent Carbon market. Developed the strategy working alongside internal and external stakeholders and customers and was Reuters’ representative on the UK industry body. One key element of strategy was acquisition of PointCarbon.• Delivered the UKI Y2K programme - John was responsible for communicating Reuters’ plan externally to our clients and other UK stakeholders: the British Bankers Association; the Futures and Options Association and the government.• Launched the first version of 3000 Xtra to the UKI market. 3000 Xtra is a product that now delivers $1.5m pa of revenue.
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ConsultantPa Consulting Sep 1996 - Jan 1999London, London, GbMember of the Project Management Practice, John was involved in a range of projects across PA’s client base. Highlighted projects:• Developed and implemented programme office function for A.P. Møller / Maersk Line’s global IT department. Evolved into taking the lead on a project turnaround activity managing the Maerskline project team and 3rd party developer, Gedas (Volkswagen subsidiary) and bringing in a Logica technology audit team leading to the project being turned around.• East Midlands Electricity (now part of PowerGen) undertook a £1 billon programme to implement the UK-wide deregulation of the supply business. John’s role was to set up and manage the programme office ensuring the programme was on track and ensuring resolution of cross-programme issue -
Senior Consultant - Tallis ConsultingBt Sep 1993 - Sep 1996London, GbWon a place on BT’s graduate sales programme and joined BT’s telecoms consultancy – BT Tallis. Selection of assignments:• Natwest – successfully project managed the design and rollout of a new IP network for Natwest’s 2000 branch retail bank over including the design and implementation of a new process and system for automated router ordering and configuration which latterly became BT standard mechanism for configuring all routers.• Caspian Bank – successfully project managed the provisioning of the dealing floor and telecoms infrastructure for a start up Investment Bank.• Mahindra + Mahindra/BT Joint Venture – Led a Market Research team to gather customer insight and socio-economic data to build the business case for BT’s investment in India’s local telecommunications infrastructure based in Mumbai and Delhi.
John Walls Skills
John Walls Education Details
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Henley Business SchoolBoard Directors' Programme -
University Of YorkElectronic Systems
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Telecom BretagneInternational Telecommunications
Frequently Asked Questions about John Walls
What company does John Walls work for?
John Walls works for Ecoonline
What is John Walls's role at the current company?
John Walls's current role is SVP, Customer Success.
What is John Walls's email address?
John Walls's email address is jo****@****ail.com
What is John Walls's direct phone number?
John Walls's direct phone number is +4479905*****
What schools did John Walls attend?
John Walls attended Henley Business School, University Of York, Telecom Bretagne.
What skills is John Walls known for?
John Walls has skills like Business Process, Vendor Management, Change Management, Crm, Stakeholder Management, Business Analysis, Management, Program Management, Cloud Computing, Business Transformation, It Strategy, Consulting.
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