Open to opportunities

John O'Keefe

@johnokeefe

Message

Experienced Customer Success executive with a passion for delivering amazing customer experiences

United States

Message

What I'm looking for

Looking for a challenging role that leverages my customer success expertise to drive business growth and success.

As a seasoned Customer Success executive, I have a proven track record of delivering exceptional customer experiences through onboarding, support, and product operations. With a strong background in managing services in the cloud and across multiple data centers and geographies, I excel at leveraging global 24x7 teams to drive results. My expertise in representing the customer perspective with product, engineering, and executive leadership has enabled me to drive significant improvements in product margin and overall company gross margin.

Throughout my career, I have demonstrated my ability to lead high-performing teams, implement process and technology improvements, and drive continuous improvements in response and resolution time for customers. My passion for delivering amazing customer experiences has earned me a reputation as a trusted and results-driven leader.

With a strong technical background and experience in managing complex operations, I am well-equipped to drive business growth and success in fast-paced and dynamic environments.

Experience

Work history, roles, and key accomplishments

Current

Vice President of Global Operations

Current

Acquia

Feb 2012 - Present (13 years 3 months)

Led a global team providing onboarding, support, and platform operations to customers. Responsible for budget management and improving product margins. Successfully increased renewal rates through process standardization and customer engagement.

Customer Success Onboarding Budget Management Process Improvement Team Leadership Cloud Services Data Analysis Customer Engagement Operations Management

Director, Network Operations

Compuware

Sep 2010 - Dec 2011 (1 year 3 months)

Led a global IT team to deliver 24x7 monitoring services for major clients. Managed budget and ensured adherence to ITIL best practices while improving response times and customer satisfaction.

Network Operations ITIL Budget Management Team Leadership Monitoring Services Change Management Vendor Management

Vice President, Technical Operations

38 Studios, LLC

Feb 2008 - Sep 2010 (2 years 7 months)

Oversaw IT and QA teams, managing budgets and integration activities post-acquisition. Negotiated software licensing and evaluated technology providers.

Technical Operations IT Management Quality Assurance Budgeting Software Licensing Team Leadership Negotiation Cloud Services

Chief Operating Officer

Mentor Media, LLC

Apr 2006 - Feb 2008 (1 year 10 months)

Managed all aspects of the company, including staff management, financial responsibilities, and server code development. Led contract negotiations and operational strategies.

Operations Management Staffing Strategy Financial Management Contract Negotiation Change Management Strategic Planning

Vice President of Operations and Quality

TV Guide On Screen Electronics

Apr 2004 - Apr 2006 (1 year 11 months)

Responsible for testing software on consumer electronics and enhancing broadcast infrastructure. Improved relationships between engineering and operations teams.

Operations Management Quality Assurance Software Testing Broadcasting Team Collaboration Performance Metrics Customer Support

Vice President of Information Technology

Inforonics, LLC

Dec 2001 - Apr 2004 (2 years 4 months)

Focused on building long-term client relationships through superior IT services. Managed technology professionals and ensured service delivery excellence.

Information Technology Client Relationship Management Service Delivery Team Management Process Improvement Infrastructure Management