JOHN HASTIE

ad2le5@r.postjobfree.com 772-***-**** Hobe Sound, FL 33455

Summary

Highly-motivated individual with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Data driven decision making experience, along with the ability to establish and measure team performance based on experience and workload balance.

Skills

● Consistently achieve quarterly target

● Drive Customer Success Solutions leveraging Professional Services

● Create Education plans and packages to drive Customer Adoption

● Direct alignment with Customer Experience Organization

● Promotes the development of strong, cooperative relationships between Professional Services, Business teams and Operational support teams

● Built relationships with customers and established myself as a trusted advisor.

● Worked with contract and project management offices

● Proven track record in driving Professional Services expand opportunities and increasing ARR

● Development and expansion of PMO processes

● Proven leadership skills Managing a team of "Customer Success Engineers, Sr. Program Managers, Project Managers and Project Administrators" who Manage 100+ engagements ranging from 50k to 20+ million

● Data driven decision making experience based on set of metrics

● Driving utilization, increased revenue, and the delivery of billable engagements for products and services

● Serving as an escalation point for Professional Services issues

● Manage and Mentor junior & senior resources

● Stakeholder Relations

● Event Coordination

● [Software] Expertise

● Risk Mitigation

● Utilization Optimization

● Risk Assessments

● Agile Principles

● Implementation Management

● Service Promotion

● Cross-Departmental Alignment

● Complex Problem Solving

● Contract Negotiation

● Detail-Oriented

● Salesforce CRM Software

Experience

Instabase

Senior Delivery Engagement Manager 07/2022 - 09/2023

● Develop strategic relationships (Internal & external) to drive adoption and client satisfaction; Partner with clients to discover how Instabase can add value to their businesses, and identify potential expand opportunities

● Partner with Sales on owning renewals and high customer retention

● Collaborate with Sales, Customer Service, Product, and Engineering teams to ensure end to end client support throughout relationship

● Developed and implemented engagement plans for clients, ensuring successful outcomes.

● Developed strategies to increase customer satisfaction and loyalty levels.

● Created detailed reports outlining project progress and results achieved.

● Assessed projects against budgets and timelines, keeping team and assignments on task.

● Consulted with customers to gather and define requirements.

● Provided input into team practices and areas in need of improvement.

● Conducted post-project reviews with internal teams to assess overall performance.

● Acted as primary point-of-contact for all customer inquiries related to engagements.

● Identified areas of process improvement through analysis of existing procedures. AppDynamics/Cisco

Team Lead-PMO Manager-Sr. Project Manager 01/2016 -06/2022

● Increased adoption on several major accounts which increased client awareness, value, large expand opportunities and increased ARR;

● Provide leadership to the team of "Sr. Project Managers and Project Administrators" who Manage 100+ engagements ranging from 50k to 20+ million;

● Manage expectations of internal, client and third-party resources to achieve value realization via sprints and sprint retrospectives or SDLC methodology;

● Manage several related projects to improve organization's performance, including, planning, and designing programs and proactively monitoring progress, resolving issues, and initiating appropriate corrective action, defining the program's governance

BMC Software

PMO lead/Program Manager 01/2011 -12/2015

● Build "trusted advisor" status with set of clients to consistently drive adoption and expand opportunities;

● Direct and oversee the Program Management Office (PMO) team of 11 to ensure projects meet Client goals and requirements

● Developed and implemented PMO processes and policies;

● Directed project management staff, and worked with other department leaders to define, prioritize, and develop projects and programs

JKH Consulting Inc. 01/1997-12/2015

Daiichi Sankyo

Client Relationship Manager, Senior IT /Program Manager Goldman Sachs - Program/Engagement Manager

Barr Labs - Senior IT Consultant/Program Manager

JPMorgan Chase - SeniorProgram/Engagement Manager

Telerate Systems/DJ Markets - VP-Field Operations

Education and Training

APMG International Certified ITIL v3 Foundation Issue date Mastering Agile Scrum Project Management Certificate -Agile Scrum Master Certification - Scrum Fundamentals Certified - Certified in Mandel (Presentation Skills) & (Sales Presentation Skills) Management, Advanced Management, Program and Project Management Smartsheet Product Certified -

Accomplishments

● Point person on several expand opportunities across (financials-pharma-hospitality-insurance-federal)

● Mentor for new hires and seasoned Professional Services teams

● Increased adoption on several major accounts which increased client awareness, value, large expand opportunities and increased ARR

● Reduced client downtime 25% by establishing technical assistance hotline: Market Data provider

● Created business model that helped business grow by 35% in 12 months: Construction industry

● Saved $1.2M through effective capacity planning and implementation efforts: Financial Institution

● Expanded relationship and funding of 1.75m per year for 4-years to support and expand Global infrastructure monitoring: Financial institution

● Lead Transformation of "Teller systems" that improved Customer retention by 25% at major financial institution Personal Profile - Description

25+ years of progressive management in Services Sales, Program Management, Team Lead, Customer Success. Manage large pools of resources achieving value realization via sprints, sprint retrospectives and SDLC methodologies. Successfully manage program budgets in complex, multi-million dollar, engagements ensuring delivered value KPI's are achieved throughout the program lifecycle. Expand book of business and ARR across accounts by building "trusted advisor" relationships and understanding clients' pain points to partner with them to provide value solutions Expert communicator, Mandel Communication certified and strong ability to align customers with technology and strategic roadmaps with the ability to interface across all levels and functions.

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