Justin Brown Email & Phone Number

Pleasanton, CA, US

Pleasanton, CA

Santa Clara, CA, US

Leading our global team of 200+ Integrations technical support engineers and managers working to make ServiceNow customers maximally successful when automating or integrating our industry-leading platform with their other systems. For more information on our supported integrations program please see: https://www.servicenow.com/products/api-integrations.html

Santa Clara, CA, US

Defining and leading the Global Partner Support program at ServiceNow. Goals include process improvement/transformation to optimize the partner support experience through streamlining both partner and internal support processes while improving overall support effectiveness and efficiencies.

Pleasanton, California, US

Pleasanton Unified School District Trustee for 13,000+ students in the district and helping to provide them the best possible educational experience alongside our great parents, teachers, Principals and support staff. Was Board VP for 2024 and now Board President for 2025.

Pleasanton, US

Prior to May 2020, I led the Ellie Mae Premier Support which is a value-added service incremental to our base Technical Support organization. Premier Support is comprised of highly technical Engineers and Coordinators who work together to help support customers with their very personalized and market-leading approaches to their residential home lending.

Morristown, New Jersey, US

• Responsible for 5 functions, $525M ACV, a $150M+ budget and a team size up to 1,200 people - North America Contact Center Service Desk Agents & Dispatchers (125) - Global On-site Field Technicians (620) - Client.
• Promoted within role from Senior Director to a VP after 2 years of exceeding KPI targets
• Led product support for our Premium accounts and their application within large information technology (IT) mission-critical business applications, contact centers and telecommunication services
• Executive sponsor for data-driven, customer-centric process improvement projects, e.g. Global Parts Dashboard
• Management skills exercised included mentoring, metrics optimization, crisis management, multi-site operations, budgeting, finance, best practices, vendor relationships, business development, & organizational leadership
• Accountability included services profitability improvement through engaging with other senior leadership on Services Transformation of the user experience to reduce costs while exceeding net promoter + CSAT targets

Morristown, New Jersey, US

• Responsible for quality improvement programs and business operations for all product lines
• Defined and led the measurement programs that helped significantly drive product quality changes which resulted in improved CSAT/Net Promoter scores and stronger market position

Morristown, New Jersey, US

Led customer operations for service delivery with System Integration Global Account Partners such as CSC, HP, IBM, Dell plus 6 other accounts, each ranging from $3 - $50M ACV

CA

Directed the customer service and account maintenance, service delivery, product and project performance for voice and data equipment as purchased by our global System Integrations partners for either an end customer or their managed network service offerings

CA

• Managed 2 project teams related to improving the Carrier VoIP software upgrade process and a re-design of the process for better CAST, operational cost efficiency and ROI
• Won both a Lean Six Sigma Quality Award (2008) for Innovative Approach & CTO Quality Award (2007)

CA

• Drove a quality improvement plan to improve key performance indicators as defined by the customer's CTO office to help achieve best-in-class network quality; this program of work helped lift the customer from a #3.
• Directed a team of 30+ project managers for customer operations in a $250M wireless operator account in UK, Germany and Ireland, including installation & acceptance and performance

CA

• Managed a team interfacing with key customer executives to maximize in-service quality of packet core networks with T-Mobile, AT&T, O2 and Vodafone
• Oversaw the implementation and development of a 200+ person project (> $30M) spanning multiple development sites and which achieved global software deployment and acceptance
• Controlled all feature content and financial implications (revenue and penalties) associated with product delivery including documentation, installation, training, and customer validation
• Lead agile feature re-development (post-general availability) to re-factor billing /accounting and other critical features to achieve T-Mobile customer acceptance and replacement of our competitor’s equipment in the.

CA

• Defined, implemented and launched a Wireless Service Management solution including a $3M joint-development effort with Accenture and Cap Gemini for wireless provisioning, accounting and alarming.
• Directly led a team of 9 product managers charged with creating roadmaps, program management, lifecycle, P&L and gathering of customer requirements.

CA

CA

Bachelor Of Applied Science - Basc, Electrical Engineering

Master Of Business Administration - Mba, Telecommunications