Joe Thornock, Mba, Ssm Email & Phone Number

San Francisco, Ca, Us

Guiding a $29M Annual Recurring Revenue (ARR) portfolio across 15 strategic partners. As a trusted advisor, I collaborate with clients to design tailored strategic roadmaps, driving key milestones and ensuring customer success with a +94% revenue retention rate quarter over quarter. I work cross-functionally with Product, Marketing, Sales, and Engineering to deliver insights that shape product development and customer journey optimization. Recently revitalized three at-risk accounts totaling $9M ARR by aligning business strategies to ensure optimal performance and satisfaction.

San Francisco, Ca, Us

I lead a $16M ARR portfolio across nine strategic partners, acting as a strategic advisor and demonstrating the direct impact of PagerDuty’s platform on operational success. My work includes helping expand a strategic account by $3M ARR through collaboration with sales, guiding stakeholders, and ensuring the timely completion of deliverables in a paid pilot program.

San Francisco, Ca, Us

I partnered with six Strategic CSMs to deliver actionable recommendations across 35+ Global Enterprise accounts, helping maintain a 95% license retention rate quarter over quarter. Additionally, I designed a Best Practice Assessment for PagerDuty, which has been implemented by other CSEs to enhance operational efficiency for over 60 Enterprise Customers. I regularly led high-level technical discussions on integrations and API management, driving value across accounts.

As a basketball referee for both High School and different levels of College Basketball I am exposed to different personalities and conflicts on a nightly basis. I am able to resolve any conflicts effectively make quick decisive decisions which can be unpopular under high stress while remaining calm. My knowledge of rules and the confidence to make the correct decision in a hostile stadium has earned me the trust of many of the different basketball coaches in Northern California. In addition to working high impact games, I also mentor and train new basketball referees by observing the games that they work and giving feedback and helping them through the process. I also help out at summer referee camps by teaching classes and instructing new referees.

Pleasanton, California, Us

In my current role, I manage the development and maintenance of Service Management metrics and data that is used by the entire Business Technology leadership. I use my understanding of the ServiceNow data schema to write complex SQL queries tying all the data into digestible business views. I then use those business views to create interactive dashboards in Tableau and publish them for viewing. I'm also responsible for the creation of tactical operations dashboards in ServiceNow that provide technicians the information they need to quickly action on tickets that are assigned to them or their group. This greatly reduces the risk of tickets being lost or forgotten which improves customer experience. I also review the data and investigate the root cause of potential issues and provide recommendations of process improvement opportunities to key stakeholders. I'm also spearheading a program to tie all the different Service Management business processes together in ServiceNow using the Common Service Data Model which will reduce the risk of data being misrepresented because of tickets not showing up in the calculations.

Chicago, Illinois, Us

Facilitated financial print and regulatory compliance projects for five multi-billion dollar financial services companies. Controlled print projects from initial typesetting through the distribution of printed documents to individual shareholders and electronically filed the documents with the U.S Securities and Exchange Commission (SEC). While I was there I was responsible for generating over three million dollars in revenue by analyzing 10 years worth of data and anticipating the needs of the accounts I serviced. With strong attention to detail and organizational skills I was able to handle over 65 projects a month while remaining calm in the face of adversity and pressure. By forming relationships with members of my internal team and building the confidence of my accounts corporate counsel I was able to communicate effectively with them to minimize delays within the individual projects.

Winona, Mn, Us

While attending California State University East Bay full time, I also managed the Tesla Motors account inside of their production facility by collaborating with Tesla’s internal leadership to determine the industrial tool needs of the employees and run the day to day operations of the Fastenal Store inside of the Tesla Factory. During the 11 months that I worked at Fastenal I helped improve the monthly sales revenue from $1,000 to over $300,000. This was done by meeting with various leaders within Tesla to determine their tool needs and creating custom tool requests with these different cost centers. I also analyzed where best we could install tool vending machines within the factory and installed them in strategic locations which received high foot traffic. I also led the charge in improving the purchase order procedure that we had in place. The old system was plagued with problems such as orders being lost and poor tracking of large items which led to unhappy customers within Tesla. By creating a tracking system and forming personal relationships with vendors and logistic companies we were able to track and deliver every purchase order on time, which improved Tesla's confidence in us.

Washington, Dc, Us

As a Project Manager I directed a team of over 15 military and civilian intelligence analysts in the creation of multi-media analytical products consisting of high level national security events. I was one of only five people in the nation that was qualified to use the advanced multi-media software that was used to create these products. The team I led was tasked with analyzing data from different intelligence sources and I brought all the analysis together to create a comprehensive multi-media product that was sent to different levels of the department of defense. Unfortunately I am unable to show the products because of the sensitive material contained on them. When our internal servers were updated with a new operating system I was able to take advantage of a video editing program included on the computers to include more information. We were able to then incorporate more open source information that we researched along with our other sources to complete products that were used during Presidential briefings.

Washington, Dc, Us

As a Strategic Intelligence Analyst, I was in charge of protecting United States Air Force and Navy reconnaissance aircraft by monitoring communication lines and other sources of intelligence. I led a team of 10 analysts in the successful protection of over 100 reconnaissance flights. In addition to protecting over 50 million dollars of military aircraft I also personally analyzed and produced over 500 written analytic products that were sent to various agencies in the Department of Defense. These products were created by analyzing data from three intelligence sources, extracting important intelligence and creating an easy to read product that could be understood by everyone in the Department of the Defense. As a Chinese Linguist, I translated and extracted data from open source material and created products that were related to politics, economy and military activities.In addition, I volunteered for the Hawaii Navy Honor Guard which consisted of Navy personnel from the different bases in Hawaii. We performed at color guard duties at official military events and honored fallen service members by conducting formal military funeral duties (21 gun salute and flag folding). I received a Navy and Marine Corp Achievement Medal for this duty.

Master Of Business Administration (M.B.A.), Leadership And Organizational Change Management

Bachelor’S Degree, Business Administration - Finance / Operations And Enterprise Resource Management

Associate Of Arts (Aa), Chinese Language And Literature