416-***-**** • email@example.com https://www.linkedin.com/in/johnmitropoulos
Strategic and customer focused leader, who has been successful in increasing profitability through the development and delivery of new products and services that enhance an organization’s market position. Leveraging almost 20 years of Customer Service and Product Development expertise, to drive and deliver the best experience possible, always keeping the Customer First.
Tecsys Inc. - Tecsys Inc is a Canada-based company engaged in the development, marketing and sale of enterprise-wide supply chain management software for distribution, warehousing, transportation logistics and point-of-use. Recognized as an Industry leader in Health Care Supply Chain in North America.
Vice President SMB Sales
May 2019 - Present
Responsible for driving sales to the base, as well as identifying and driving sales opportunities with new prospects within established and new verticals. Coaching and mentoring both seasoned and “green” sales team members to help them achieve their personal, and ultimately the company’s goals. Working closely with Finance and other key stakeholders to ensure timely delivery and customer satisfaction.
Built and implemented new SaaS pricing and offering to move to a SaaS based product sales methodology
Revised and implemented new sales team plans and quotas
Developed and Implemented a plan to convert customer base from Perpetual to SaaS
Sales team achievement is almost at 100% of plan, with 3.5 months left in the fiscal year
Vice President & General Manager – SMB Division
May 2016 – April 2019
Responsible for improving the financial results of the division with a strong focus on Sales and improving Customer Satisfaction and satisfaction on project delivery, through the execution of both short and long-term corporate goals. A key influencer for all functional groups in a true matrix environment to drive increased revenue generation, growth, sector leadership, and profitability.
Implemented new pricing Structure for Streamline Product Line, as well as new modules to sell to base customers
Identified and executed a plan around the Total addressable market within the base (Expand Selling)
Forged new partnership to expand sales reach, and generate passive income
Improved Billable utilization of Services team by 30%
Grew sales from just under 10K to over 3 million in first year
Sustained and overachieved sales targets by 25% to 3.5 Million
Generated a Services backlog of 1 – 1.5 million dollar every year
McKesson Canada - Canadian division of the largest pharmaceutical distribution companies in the world. Experts in providing health information technology, medical supplies, and care management tools.
General Manager – Pharmacy Technology Solutions
November 2014 – November 2015
Responsible for directing the management and strategic planning of Technology offerings to over 1000 Pharmacies across Canada. Direct management responsibility for all functional groups, including Product Management, Engineering, Marketing, Sales, Services and Customer Support.
Grew sales and streamlined Services offerings to grow from a negative P&L to profitability in just under one year, overachieving by 10% of target to $31 Million
Initiated and led a “Customer First” key action program that focused on improving customer satisfaction in the Product, Services and Support. After 9 months Customer Support net promoter score increased by 40%, increased overall net promoter score by 25%
Strategically modified product offering to include lower cost of entry products to capture a previously untapped market, resulting in better market penetration and product adoption.
Built and directed a plan to update and modernize the software platform that PharmaClik RX (primary software being developed) was built upon.
Open Text Corporation - Canada's largest software company as of 2014, and recognized as a market leader for Electronic Content Management Systems.
VP Product Management – Portfolio Business Unit
January 2014 – November 2014
Responsible for directing management of the product line’s life cycle, from strategic planning to tactical activities.
Mandate to oversee and own the development of the product roadmap, and ensured it met market needs and business objectives. Included management of a $225 Million product portfolio, the P&L of 50 existing product lines, and the identification of new product opportunities.
Initiated and led a program that focused on providing customer’s better insight to upcoming bug fixes and releases, improving customer satisfaction.
Implemented and led new Roadmap review process, providing all lines of business higher visibility to the software release cycle.
General Manager – FirstClass Division
September 2010 – January 2014
This division at OpenText was a self contained Business Unit, with P&L responsibility for the FirstClass Collaboration suite, and PLM and Development responsibility for OpenText Social Workplace.
Managed all functional groups in driving business results. Led Strategic planning, and operations. Both are “cloud-based” collaborative communication solutions using cutting edge internet technologies.
FirstClass is Client/Server-oriented, while OTSW provides a modern Web 2.0 social media user experience via browsers & mobile devices. The Division profitably delivers $13M of revenue with a staff of approximately 95 professionals.
After five years of steady decline, introduced a number of sales and product initiatives, that increased license revenue by 10% in the first year, and grew the license revenue to almost 30% by year three.
Grew division from 21 Million to over 30 Million in sales in two years
Decreased overall cost of sales and heavy dependency of 3rd party Resellers by restructuring the Reseller program.
Director - Global Services
June 2006 – September 2010
Reporting to the VP and General Manager of the Division, I was responsible for the Technical Support, Professional Services, Learning Services and Hosting Services groups.
Manage budgets for all four groups, and coordinate new customer engagements, whether on premise, or in the cloud in our hosted facilities, or the customer’s.
Initiated new Services packages and strategies, as well as fine tuning customer support initiatives for a "one call/final call" Call Center.
As the Director of the Services Group, I helped to create a new cloud deployment structure and pricing system to allow our customers to more easily migrate to a Cloud delivered solution, minimizing their costs and management concerns. I also developed relationships with our Resellers to help grow our training initiative, bringing FirstClass and OTSW training to a larger customer audience.
Introduced Professional Services package called a Smart Start program. This program dramatically increased user adoption rates. Program was also offered to existing customers to enhance revenue and shorten sales cycle.
G8/G20 Toronto Summit – Involved with the planning of the architecture, implementation of the first ever Social Workplace software used by delegates from the G8/G20 nations, deployed in the cloud. Also coordinated 24/7 follow the sun Support infrastructure for supporting the users of the system.
Edison Learning Systems – Lead Project Manager ensuring all the customer’s issues were addressed in a timely fashion, managing the hosting team that takes care of the “care and feeding” of the systems. Also met regularly to discuss ways to add additional value to the end users to increase the “stickiness” of the product.
Awarded the President’s Club award a second time for my dedication to team and our customers.
Manager – Product Support Services
March 2001 – June 2006
Reporting to the Director of Global Services, helped to ensure quality Customer Service through call quality, coaching and motivation of team members.
Accept and monitor until completion customer escalations within the Technical Support Department.
Chicago Public Schools – Helped to plan and implement 250,000 + user system in Toronto in our Managed Hosted Services site, to allow staff and students in the Greater Chicago Area access to the FirstClass collaborative software.
Federal Judiciary of Canada –Presented to a Steering committee of Justices and Chief Justices of Canada to ensure the smooth operation and upgrade to the latest features of FirstClass, while maintaining security as the upmost concern.
Was awarded the President’s Club award for my dedication to team and our customers.
Technical Team Leader – Global Services
July 1999 – June 2006
* Was awarded the President’s Club award for my dedication to team and to our customers.
1998-1999 Clearnet PCS Inc.
Client Business Analyst
1996-1998 Rogers Cantel Inc.
Customer Assistance Specialist
1998 - 1999 Canadian Business School Scarborough, Ontario
MCSE – Microsoft Certified Systems Engineer
1996 - 1998 York University Toronto, Ontario
Bachelor of Administrative Studies. Completed 2 years of a 3-year BA program. Left program to help with the family business.