John Page Email & Phone Number

Minneapolis, MN, US

Boutique Professional Services and Customer Success Consultancy focusing on PS/CS Strategy, CRM/PSA/ERP solutions, Operational Playbooks/Best Practices/Scorecards, and Organizational alignment. Project-based consulting, fractional & interim operations leadership for technology-based CX/PS organizations and digital/technology consultancies. We assist early.

Edina, Minnesota, US

- Assisted in the development of Parallax Customer Onboarding & Adoption methodology, approach, and tools.- Led Operational Diagnostics (Assessment, Roadmap, & Business Case) at Parallax customers aimed at focusing customer onboarding to highest value KPI improvement.- Developed and piloted Parallax operations cadence framework, content, and adoption.

Minneapolis, MN, US

• Tasked to bring enterprise SaaS maturity to Qumu’s Professional Services operations and support market expansion into Fortune 50 customers:
• Took over client partner role on Qumu’s largest Financial Services customers; Credit Suisse, Deutsch Bank, and MorganStanley. Installed EMEA (London-based) PS team in place to transition regional customer management to.
• Implemented integrated CRM-PSA-PPM-ERP (Saleforce.com, OpenAir/Netsuite, Basecamp) platform, operating playbooks, and KPI reporting.
• Implemented integrated PSA/CRM/ERP (Salesforce-OpenAir-Netsuite) application architecture to be able to support and manage implementations globally from a central PS operations team.
• Increased PS revenue and staff in AMER 50%, rebuilt the EMEA team three- fold while leveraging the expertise and process improvements implemented in the US.
• Built a dedicated PS sales role supporting the enterprise account sales teams globally.

• Omni-channel healthcare CX/member engagement SaaS platform:
• Led effort to insource a Cloud-based omni-channel customer contact center and coaching platform that had traditionally been outsourced to a third party company. Implemented cloud-based case management system and.
• Integrated customer journey mapping proactively into scripted agent (health coach) playbooks to drive increased results-based engagement.
• Increased Services revenue 25% in 2012 while improving gross margin from 15%-40% during same period.

• Joined this $20 million privately held, venture-funded eDiscovery and Information Governance Software Company to improve and grow its customer facing services.
• Brought enterprise level methodology into PSS professional services organization
• Established all post-sales customer implementation and support operational playbooks
• Recruited, hired, and managed new PS leadership into the organization
• Grew revenue from $5M to $8M while increasing gross margin to 40% and reducing attrition to 10%

US

• Consolidated and integrated professional service operations across 30 acquisitions
• Led the consolidation and restructuring of Ingenix Business Solutions professional services (PS) operations.
• Developed domain specific competencies across Payer, Provider, Employer, and Pharma market segments and migrated 30 separate PS groups and 300 consultants into 4 market facing professional service units.
• Consolidated and developed standardized operational processes to eliminate silo’d operations.
• Implemented OpenAir/Netsuite PSA to become largest OpenAir PSA customer. Automated all PS processes into PSA playbooks
• Led the development of higher value service offerings based on customer pain points and growth needs

US

• Responsible for all Stellent Global Customer Services Operations (Implementation Services, Product Support, and Training across North America, EMEA, APAC, and Latin America).
• Developed global services business plan, operating model, service offering development, and implementation delivery strategy.
• Implemented structured pricing, estimating, and delivery processes and systems.
• Successfully expanded the talent of the organization and empowered practice leaders to define new services offerings. Put new regional leaders in place to grow regional PS practices.
• For the period from 2003 to 2006, services revenues grew from $18 million to $49 million through a combination of organic growth and strategic acquisitions.
• Improved consulting operating profit from 4% to 20%.

• Member of leadership team that launched NerveWire in January 2000 by former Cambridge Technology Partners executives.
• Responsible for developing the practice strategy, service offerings, client relationship development, and delivery management with several Fortune 50 high tech clients in both US and EMEA.
• Secured and developed client relationships with Nokia and Cargill and identified, booked, and delivered $14M and $10M of consulting engagements and systems integration work respectfully to each.
• Responsible for 80% ($25 million) of total company revenue during first 2 years of NerveWire’s operations.
• Delivered over $30 million of revenue during tenure. Left NerveWire due to the acquisition by Wipro.

US

• Reported to President of TSC, led the development and launched the TSC’s eBusiness Solutions practice after successfully building TSC’s PeopleSoft ERP practice from conception to $30M annual revenue business
• Developed TSC’s eBusiness go-to-market strategy, solution offerings, and practice organization.
• Built strategic partnerships with application, integration, and technology vendors with complimentary value propositions.
• Directed both the strategy and implementation capabilities for TSC’s PeopleSoft ERP practice and led several Y2K remediation efforts at Honeywell, Fastenal, Elkay, Smead, and Titleist/Cobra.
• Grew practice from conception to $30 million of revenue in eighteen months.

Mba Program, Marketing

Bachelor Of Science (B.S.), Mechanical Engineering

Bachelor Of Science - Bs, Mechanical Engineering