Customer Success Manager, Product Manager, Pre-sales consultant

John Devereaux

***** ***** **., **** ******, Texas 77583-4922

978-***-**** ****.*********@*******.***

CerJficaJons: hMps://www.credly.com/users/john-devereaux/badges LinkedIn: hMps://www.linkedin.com/in/johndevereaux/ Customer Success Execu.ve Enterprise Account Strategist Team Leader Across Emerging Tech PROFESSIONAL PROFILE

Forward-thinking Customer Success Leader with a proven track record of managing strategic enterprise accounts, scaling CSM teams, and aligning post-sales delivery with revenue growth and retenJon goals. Recognized for translaJng complex technologies into business outcomes while leading high-impact iniJaJves across pre-sales architecture, technical account management, and post-sale value realizaJon. Deep experience with global organizaJons, including Red Hat, Oracle, Rackspace, MiranJs, and IBM— enabling GTM strategies, building business units from scratch, and protecJng mulJ-million-dollar relaJonships through proacJve customer engagement. BACKGROUND SUMMARY

More than twenty-five years of Solu4ons Design and Senior Customer Rela4ons experience includes: Global Team Management, Project Plan Development, Regulatory Compliance, AI IntegraJon Technology Scope of Work DefiniJon, Product Deployment Strategies, Sand Box TesJng, Sales Strategy Leader Employee Coaching / Training, Proof of Concepts and Pilot Studies, Bids and Proposal Development SoluJons Architecture Design, C-Level RelaJons / PresentaJons, Technology Assessment Product Lifecycle Management, Strategic Partner Development. Post-Merger OperaJons EMPLOYMENT HISTORY

Guidepoint, Houston, Texas

Consultant

Houston, Texas [07/2025-Present]

• Act as a senior advisor to client execuJves

• Increased client decision-making efficiency by {15%} by advancing understanding through a research enablement plaform.

IBM, Various LocaJons 03/2019 - 07/2024

Customer Success Manager Account Specialist

Houston, Texas [08/2023 - 07/2024]

Led a team of 25 Customer Success Managers supporJng IBM’s largest Financial Services “Diamond” accounts, with a focus on ensuring customer retenJon, expansion, and long-term value realizaJon. Oversaw customer success strategies across AI, hybrid cloud, data plaforms, and regulatory soluJons. Served as the execuJve interface between clients and IBM product, sales, and engineering teams.

• Acted as senior advisor to client execu.ves, leading QBRs and strategic roadmap sessions with C-level stakeholders to track KPIs (adopJon, CSAT, renewals).

• Drove cross-func.onal ini.a.ves that increased NRR and minimized churn by ensuring alignment between product capabiliJes and customer business outcomes.

• Built repeatable customer engagement playbooks and success plans, improving onboarding consistency and driving measurable improvement in Jme-to-value.

• Enabled >$35M in ELA value capture by idenJfying underuJlized capabiliJes and aligning soluJons to emerging customer needs.

Customer Success Manager Architect, U.S. Financial Services, Global Markets Division Kissimmee, Florida [06/2022 - 08/2023]

Owned technical relaJonship management and post-sales success for five major financial services clients, with a focus on AI/ML, data governance, and automaJon soluJons. Customer Success Manager Architect, con4nued

• Developed and led customer success strategies that improved soluJon adopJon and stakeholder alignment across technical and business teams.

• Acted as the technical escala.on lead and trusted advisor, coordinaJng cross-funcJonal teams to resolve challenges and ensure customer saJsfacJon proacJvely.

• Facilitated customer educa.on on IBM’s evolving AI porVolio. Principal AI & Complex Engineering Technical Specialist, U.S. Financial Services Armonk, New York [05/2021 - 06/2022]

Led strategic AI and so1ware engineering ini3a3ves for top-3er financial clients, applying IBM Ra3onal and Engineering Lifecycle Management (ELM) tools to improve so1ware quality, reduce compliance risks, and mi3gate regulatory exposure. Rackspace Inc., San Antonio, Texas 01/2016 - 03/2019 Senior SoluDons Architect - PaaS/CaaS & Emerging Technologies Joined Rackspace Private Cloud RPC team to deliver OpenStack on Red Hat & Canonical soluJons via Rackspace reference architecture, or on-premise deployments, including Day-2 operaJons for mission- criJcal workloads. Collaborated cross-funcJonally with engineering, product, and customer success teams to improve service onboarding, reduce implementaJon Jmeframes.

• Surpassed quota by 110% in the first quarter post-restructuring by rapidly engaging key enterprise clients and aligning soluJons to shising hybrid cloud strategies.

• Designed scalable hybrid and private cloud architectures to support enterprise agility, reduce Jme-to-market, and meet strict SLAs across financial, healthcare, and SaaS verJcals.

• Func.oned as a field CTO for top-.er clients, stepping into pre-sales and post-sales technical ownership roles, guiding long-term plaform strategy and ensuring architectural success.

• Delivered Kubernetes- and OpenStack-based container strategies using technologies including Magnum, Murano, Ceph, Swis, and OpenShis, ensuring high availability, portability, and developer enablement.

Miran.s Inc., Mountain View, California 01/2013 - 01/2016 Senior Sales Engineer, Strategic Accounts

Recruited by execuJve leadership to lead technical sales strategy for financial insJtuJons, telcos, and high- profile enterprise accounts during the explosive growth of the OpenStack ecosystem. Championed MiranJs’ expansion into the Telco and Enterprise sectors. Helped grow the OpenStack community footprint and accelerated the adopJon of cloud-naJve infrastructure in highly regulated environments.

• Helped scale company revenue from $500K to $60M within two years by architecJng large- scale OpenStack deployments and aligning technical soluJons with enterprise goals.

• Built and managed the strategic alliance with Oracle Corpora.on, aligning MiranJs OpenStack with Oracle VM and Oracle Linux to deliver integrated cloud soluJons, recognized by InfoWorld for its market disrupJon and compeJJve posiJoning against Red Hat.

• Designed and delivered full-stack OpenStack solu.ons leveraging services such as Horizon, Keystone, Murano, Sahara, and Trove, enabling clients to migrate legacy workloads to private cloud environments efficiently.

• Supported internal sales growth by interviewing, onboarding, and training Sales Account Managers across North America and Western Europe.

• Led customer workshops, technical evalua.ons, and proof-of-concept engagements that emphasized scalability, vendor neutrality, and minimized disrupJon to business operaJons. Oracle Corpora.on, Redwood Shores, California 01/2008 - 01/2013 Principal Sales Consultant – Open-Source Global Business Unit (Oracle VM & Oracle Linux) Selected to join Oracle’s newly formed Linux & VirtualizaJon division at its incepJon, following Larry Ellison’s announcement at Oracle OpenWorld 2008; instrumental in building the business unit from the ground up.

• Led business and partner development across EMEA and APAC, driving over $15M in new open-source revenue across major financial insJtuJons in London, Frankfurt, Tokyo, and Dublin within the first 3.5 years.

• Designed and deployed enterprise virtualiza.on architectures using Oracle VM and Oracle Linux, integraJng with soluJons like Oracle RAC, Oracle DB 11g, and WebLogic Server through pre-built VM templates.

• Played key roles in Oracle’s strategic acquisi.ons of Ksplice and Xigo and helped lead the DTrace migraJon from Solaris to Oracle Linux—advancing diagnosJcs for Java and hardware- intensive workloads where SystemTap and FTrace fell short.

• Resolved performance and compa.bility issues between Oracle VM/Linux and major infrastructure partners.

• Recognized as an Oracle MVP in 2011 by execuJve leadership for technical excellence and business impact.

• Featured in Oracle’s OpenWorld, for three consecu.ve years, as a presenter and case study leader for Oracle’s open-source innovaJons.

Red Hat Inc., WesHord, MassachuseJs 06/2004 - 12/2008 SME Healthcare VerDcal / Sales Engineer, North America Sales Engineering Led Red Hat’s newly formed Healthcare VerJcal, designing tailored soluJons to help healthcare organizaJons transiJon from proprietary to open-source technologies, driving transparency and efficiency in their sosware systems. Acted as a trusted advisor to healthcare clients, navigaJng complex needs with open-source soluJons while addressing criJcal scalability, security, and regulatory compliance requirements.

• Set a Red Hat sales record by genera.ng $14.5M in annual revenue, an unbroken milestone.

• Delivered $12M annually in consul.ng services revenue by execuJng strategic Statements of Work (SOWs) ensuring alignment of consulJng engagements to drive customer value.

• Consistently exceeded quarterly sales targets by 112% to 125%. NEC Solu.ons America, Boxborough, MassachuseMs 05/2003 - 05/2004 Systems Engineer, SoluDons PlaQorm Division

Delivered technical soluJons and professional services to high-profile Northeast Region and federal government clients.

• Led channel development and partner enablement, training and cerJfying value-added resellers (VARs) to integrate NEC hardware with partner applicaJons.

• Collaborated with Product Marke.ng Managers to research and promote innova.ve technologies in server consolidaJon, IA-64, and Fault-Tolerant/High Availability Deployments.

• Led customer installa.ons and integra.ons of complex technologies, including storage, clustering, site mirroring, and IA-64 servers.

PREVIOUS EMPLOYMENT

Project Consultant, Self Employed, Woburn, MassachuseMs (2002 - 2003) SoluDons Architect / IntegraDon Consultant

• Partnered with third-party vendors and contract agencies to design and deploy technology soluJons that improved system reliability, performance, and cost-efficiency. Hewlef-Packard Company / Compaq Computer Corpora.on, Nashua, New Hampshire (2000-2002) Systems Engineer III / Product Manager, Custom Systems and SoluDons Division

• Designed, built, tested, and cer.fied prototype solu.ons with third-party OEM technologies for customers and partners.

Compaq Computer Corpora.on, LiMleton, MassachuseMs (1998 - 2000) Pre-Sales Systems Engineer, NAPSE Division

• Awarded the presJgious Pinnacle Club Award annually for outstanding sales and service. Digital Equipment Corpora.on, Acton, MassachuseMs (1995 - 1998) Sales Technical Support, PCBU Division

• Awarded the DEC 100 for outstanding sales performance. Polaroid Corpora.on, Cambridge, MassachuseMs (1994 - 1995) Assistant Instructor - ConsulDng, Law Enforcement Division / Polaroid Learning Center

• Worked closely with the FBI and federal agencies in crime scene documentaJon, demonstraJng how to use Polaroid technology could support invesJgaJons. United States Army, Fort McClellan, Alabama (1989-1995) Sergeant, E-5

• Veteran of Opera.on Desert Shield, Desert Storm, and Desert Saber (1990–1991), assigned to 1st Infantry Division (7th Corps) and 2nd Armored Cavalry Regiment (E-Troop), playing a criJcal role in frontline and intelligence operaJons during the Gulf War.

• Awarded mul.ple military commenda.ons and received field promo.ons in recogni.on of opera.onal excellence, mission success, and leadership under pressure. EDUCATION

Bachelor of Science, Informa1on Technology

American InterConJnental University, Atlanta, Georgia (2012 - 2014) Graduated Magna Cum Laude

Non-Commissioned Officer (NCO) Leadership Cer1ficate

United States Military Academy at West Point, NCO Academy – OJs Air Force Base, MassachuseMs Graduated in the Top 5% of the class (Ranked #2 overall) Massachusetts Municipal Police Academy

Municipal Police Training Commifee

Graduated in the Top 5% of the class of 1994

Academy Headquarters: Randolph, MassachuseMs

(Tewksbury, MassachuseMs)

Department of Defense

Department of the Army

United States Military Police Academy

Graduated in the top 5% of the class of 1989

Fort McClellan, Alabama

PROFESSIONAL DEVELOPMENT & CERTIFICATIONS

CerJfied OpenStack Administrator (COA) – Linux FoundaJon (Newton) MiranJs OpenStack CerJfied Administrator – Havana 4.1, Juno Releases Red Hat CerJfied Engineer (RHCE) – #804************ Red Hat CerJfied Technician (RHCT) – #604************ Red Hat Ceph Storage Architecture & AdministraJon

Microsos CerJfied Systems Engineer + Internet (MCSE+I) Microsos CerJfied Professional (MCP) – Windows Server Novell CerJfied Administrator (CNA)

UNIX System AdministraJon

A+ CerJfied Technician

TECHNICAL ADDENDUM

Opera.ng Systems & Environments

Enterprise & Server OS: Windows Server (2000–2025), Windows 64-bit, Oracle Linux, Red Hat Enterprise Linux (RHEL 3.x–6.x), Fedora (Core 4–42), SuSE, FreeBSD, OpenBSD, Novell NetWare (3.12–6.0), Oracle VM (2.x–3.x), OpenStack (MiranJs Fuel), UNIX variants, PC-DOS Desktop OS Beta Teams: Windows 3.1, 95, 98/SE, Millennium, XP, 8.1, NT Development & Scrip.ng Languages

ScripJng & AutomaJon: Bash, Perl, Python, VBScript, VB.NET Networking & Infrastructure

Protocols: TCP/IP, IPX/SPX, SNA, NetBIOS, AppleTalk, OSI Technologies: Ethernet, Token Ring, Wi-Fi, Terminal Services, Frame Relay, T1s, Remote Access Hardware Interfaces: Routers, Switches, InfiniBand

Hardware Plaforms & Management Tools

Enterprise Hardware: DEC Alpha Servers, NEC Fault-Tolerant & IA-64 Blade Servers, HP ProLiant, DELL PowerEdge, Oracle/SUN X-Series Servers

Storage: NetApp, Oracle Storage, DEC StorageWorks, Compaq StorageWorks Management Tools: Oracle Enterprise Manager, Compaq SmartStart, Insight Manager, ILOM, Compaq Data ReplicaJon Manager

Cloud & VirtualizaJon

Plaforms: Oracle VM, OpenStack (MiranJs), Red Hat OpenShis, Rackspace Private Cloud Cloud Architecture: Hybrid Cloud, PaaS/CaaS, Community Kubernetes, ContainerizaJon, CICD pipelines Sohware & PlaVorm Exper.se

Public/Hybrid Cloud: AWS, Google Cloud Plaform (GCP), Microsos Azure, IBM Cloud, Red Hat OpenShis, Pivotal Cloud Foundry, Ubuntu Juju, Rancher

Private Cloud / IaaS: MiranJs OpenStack (Grizzly to Pike), Red Hat RDO, Red Hat Satellite, OpenStack Trove (DBaaS)

Container & OrchestraJon Tools: Kubernetes, Docker, VMWare (GSX, ESX), VMWare vSphere, VMWare WorkstaJon

AI, ML & Data Plaforms

WatsonX Suite: WatsonX.ai, WatsonX.data, WatsonX.governance, WatsonX Assistant, WatsonX Code Assistant, WatsonX Discovery

Data & BI: Oracle (8i–11i, 10g), Sybase, SAP R/3, Microsos Project, Microsos MMS, IBM RaJonal Test Management, DOORS, DOORS Next Gen

Networking, Security & DevOps

DevOps & AutomaJon: Fedora (Core 5–beta), Red Hat Enterprise Linux, Ubuntu (14.04, 16.04), SuSE, EvoluJon, Bash/Python/Shell scripJng

Networking & SDN: Juniper Contrail, OpenContrail, Plumgrid, Big Switch, Checkpoint, NetApp Storage, NetApp StorageGrid

Security & IdenJty: Microsos Internet Security Server (ISA), Microsos Proxy Server, Novell NetWare 3.12–6.x, Novell iFolder, Novell DirXML, Microsos Meta-Directory Services (beta) CollaboraJon & ProducJvity

Enterprise Sosware: IBM RaJonal Workflow, RaJonal DOORS, Siebel, Autonomy, Microsos Exchange

(4.x–2017), Microsos Office (2013), WordPerfect, GroupWise CollaboraJon Tools: PlumTree Portal (3.5–4.0), Lucidchart, Microsos UNIX Services Enterprise Management & Monitoring

Oracle Enterprise Manager (10.x–12c), VERITAS Enterprise Administrator, Red Hat Satellite, Compaq HSG80, IBM RaJonal Tool Suite

Beta/Legacy Systems (Historical ContribuJon)

Windows (NT 3.x–2019), Millennium (Beta), Windows NT (Beta), Windows 95/98, Tru64 UNIX ParJcipated in Microsos beta teams for early NT, Millennium, and Meta Directory Services Extensive experience with legacy environments during digital transformaJon projects

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