Jon Rendle Email & Phone Number

Wokingham, Gb

Sunnyvale, Ca, Us

Houston, Texas, Us

Responsibility for strategic and operational direction of a global team of 600 people delivering Customer Support and Educational Services to BMC’s customer base. Management of a budget in excess of $60m. • Developed initiatives, in partnership with the TSIA and other thought leadership organisations to drive Customer Success and adoption by evolving Support services from a reactive to proactive to prescriptive operating rhythm for both on Premise and SaaS install bases.• Collaborated across Customer Success to design and develop Subscription based Customer Success offerings to support BMC’s shift to a subscription sales model and aligned with TSIA’s LAER principles. • Operated at industry leading efficiency E2R levels by building and leveraging offshore and near shore capabilities and deploying customer self-help channels to return an expense to revenue ratio of <5pts on a $1bn business. • Designed and delivered a tiered Support offerings model yielding an incremental $24m pa from a Premier Support program with 90%+ renewal rates and operating at 50%+ margin.• Developed and operated BMC’s global Support Partner program of ~180 partners augmenting BMC’s Support capabilities.• Launched a team of 15 Customer Success Managers focusing on solution adoption and value realisation for BMC’s Tier 1 and 2a customers.• Delivered consistently improving operational KPI’s, NPS and CSAT results leveraging industry best practices including Knowledge Centred Support (KCS) and intelligent swarming practices. • Implemented product improvement programs, in collaboration with R&D and Product Management, by leveraging Support data to drive supportability and usability enhancements to drive improvements in NPS• Led the centralisation of multiple Case Management tools onto Salesforce’s ServiceCloud platform. • Headed up Customer Education business encompassing strategy, sales, curriculum design, development and delivery with revenues of $12m pa and operating margins of 35%

Houston, Texas, Us

Houston, Texas, Us

• Headed up a team of European Sales, Pre-Sales and Post Sales Specialists providing indepth industry expertise to Support BMC’s Change & Configuration Management and Identity Management business units. Annual license quota ~$30M. 100% Club attainment achieved both years.

Houston, Texas, Us

• Headed up the indirect channel strategy for BMC’s Remedy business unit which included the identification and development of approximately 100 partners across EMEA, delivering more than half Remedy’s $50m+ annual license business.

Led the Customer Support, Consulting, Educational Services and Maintenance Renewals throughout EMEA. Consistently achieved P&L and annual revenue target of ~$50M.

Us

Blairgowrie, Gauteng, Za

Blairgowrie, Gauteng, Za