John Pambianchi
Merrimac,MA
Summary
Highly skilled senior leader of high-performing, global SaaS professional services and account management teams that consistently deliver increased revenue and client satisfaction. Successful record in building and establishing scalable, process-driven services methodologies using delivery and PMO best practices and tools focused on operational efficiency and optimal resource allocation. Through an “Employees First” model, leadership style is focused on building trust, loyalty, and performance through demonstrable, consistent commitments to employee well-being and professional growth.
Overview
15
15
years of professional experience
Work History
Global Director of Professional Services
Snowplow Analytics
05.2022 - Current
- Senior executive overseeing a global Professional Services organization including Project Management Office, Solution Architecture and Technical Account Management, responsible for the delivery and management of $18M ARR portfolio.
- Developed and implemented strategic plans that result in fundamental change on the onboarding of new customers to 5 different product lines and the ongoing technical management of enterprise customers resulting in a reduction of project age by 78%, reducing ARR not live by 61% and supporting the maintenance of GRR over 89%.
- Established a Professional Services P&L through the development of services budgets, expenditures, and team resource capacity, all while building the commercialization of high-margin services SKUs to establish additional revenue streams and build integrated customer adoption strategies.
Vice President, Professional Services
HealthEdge Software, INC
11.2020 - 05.2022
- Responsible for customer relationships, services revenue and customer satisfaction throughout the implementation with an average customer satisfaction score of 4 out of 5, a 20% in previous years.
- Maintains direct oversight on all new logo implementations, equating to a backlog of $15M in revenue, managing PS pipeline, SOW creation, resource demand capacity, project backlog management, product budget profitability, milestone management and escalation management.
- Overseeing high-performing team of project management professionals across the US, including hiring, staff development and mentoring.
- Accountable for building trusted partnerships with Sales and Account Executive teams to lead the positioning and sale of service delivery processes, competencies, and value.
- Supported the development of a newly defined implementation methodology, increasing scalability by 12% and increasing profitability by 10% for new client implementations.
Director, Consulting Services
Engagys, INC
08.2019 - 11.2020
- Led the end-to-end process from initial pre-sales discussions through successful delivery of solutions, accountable for revenue attainment, budget monitoring, relationship management and implementation.
- Responsible for the growth of the firm's largest health plan account, growing revenue from $200,000 to $1.7M within 8 months.
- Provide executive oversight on project portfolio, ensuring goals and objectives continuously align with customer leadership, while managing project risk and delivering optimized results.
- Advisor and mentor to business consultants, program/project managers, and analysts on delivery and execution of solutions including best practices and repeatable standard operating procedures.
Regional Vice President, Account Management
Silverlink / Welltok, INC
03.2017 - 08.2019
- Responsible for the sales and execution of SaaS campaigns for company's largest health plan account, by providing executive level strategy to ensure overall success and continuous revenue growth.
- Managed the implementation and deployment of 100+ application-based engagement campaigns with yearly revenue of $8.2M; focused on quality, adoption, and strategic optimization.
- Led a team of account and implementation managers responsible for successful campaign deployments, ongoing management, SLA management, white space identification and client retention.
- Closed multiple contract extensions, including a five-year, $20.1M contract renewal, the second largest booking in company history, and grew #1 health plan client by over 11% in 12-month revenue.
Senior Director, Implementation Services
Silverlink / Welltok, INC
12.2008 - 09.2016
- Provided direct oversight for new and existing customer implementations and projects equating to $25M in revenue.
- Rebuilt and led a cross-functional processional service team by creating new team structure and culture, developing, and introducing best practice implementation processes, and supporting internal growth trajectory and eventual acquisition.
- Increased throughput capacity and time-to-revenue by 20% for engagement campaigns, leading YOY transformation of service delivery organization; redesigned and created new roles to scale operations.
- Managed a cross-functional team of implementation managers and technical services team led through accountable leadership to promote efficient deliveries while encouraging professional growth.
- Enhanced overall customer satisfaction score year over year by 2 points, delivered new processes & success measurements.
Education
Bachelor of Arts - Psychology
Bates College
Lewiston, ME05.2002
Skills
Implementation Services
Customer Success Management
Strategic Planning & Execution
Enterprise Solutions
Business Operations
P&L Management
Mergers and Acquisitions
Cross-Team Collaboration
Team Building
Product Commercialization
SaaS Platform Delivery
Account Management
Timeline
Global Director of Professional Services
Snowplow Analytics
05.2022 - Current
Vice President, Professional Services
HealthEdge Software, INC
11.2020 - 05.2022
Director, Consulting Services
Engagys, INC
08.2019 - 11.2020
Regional Vice President, Account Management
Silverlink / Welltok, INC
03.2017 - 08.2019
Senior Director, Implementation Services
Silverlink / Welltok, INC
12.2008 - 09.2016
Bachelor of Arts - Psychology
Bates College
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