John Peterson
La Verne,CA
Summary
Dynamic Customer Success Manager with over 10 years of experience in driving customer engagement, product adoption, and retention within the tech industry. Proven track record of leading executive engagements and journey mapping initiatives that enhance user adoption and align with business goals. Expertise in building robust customer relationships empowers clients to maximize platform capabilities, fostering sustained growth that meets evolving needs. Recognized for reliability, effective communication, and strategic thinking, with a strong focus on team collaboration and delivering tailored solutions that drive client satisfaction and retention.
Overview
15
15
years of professional experience
Work History
Enterprise Cloud Customer Success Manager
Teradata Corporation
California
05.2022 - 11.2023
- Executed customer retention and product adoption, ensuring seamless cloud migrations, Teradata Trusted AI, enabling secure and harmonized data solutions
- Developed tailored Tableau tools, enhancing data management and reporting capabilities
- Fostered executive relationships, securing timely renewals and expansion opportunities
- Engineered strategic frameworks for customer success, enabling seamless transitions from on-premise to cloud, enhancing user satisfaction, including data-driven strategies to optimize customer adoption, leading to improved retention and higher product utilization rates
- Managed customer feedback to refine service delivery models, ensuring alignment with evolving business needs and customer expectations
- Provided comprehensive training and resources, empowering customers to maximize platform capabilities and achieve business objectives
Customer Success Manager
F5
California
01.2020 - 05.2022
- Boosted customer satisfaction, driving retention and growth, via customer usage reporting and product adoption recommendations
- Conducted executive reviews, aligning on success plans and fostering stakeholder engagement
- Spearheaded initiatives that bolstered renewal cycles and license utilization, contributing to measurable growth
- Developed strategic initiatives to enhance client onboarding processes, resulting in streamlined operations and improved customer satisfaction
Senior Sales Director
Oracle USA
California
10.2016 - 06.2019
- Collaborated with executives to offer Oracle CSM service plans, enhancing client satisfaction
- Formulated tailored plans, designed to achieve CS alignment with customer business goals, key performance indicators and boost client engagement
- Evaluated customer data to tailor service solutions, fostering increased client engagement and satisfaction with Oracle CSM offerings
Cloud Renewal Sales Senior Manager
Oracle USA
California
05.2016 - 05.2018
- Led the team managing cloud sales automation renewals, boosting retention and revenue in North America by increasing renewal rates from 67% to 92% in year one, 105% combined renewal rate in year 2
- Led a team of 5 account managers in the USA and 7 in Romania, covering SMB, Mid, Enterprise and Critical Few Customer segments, facilitating C-level negotiations to secure large contract renewals with uplift and strategic growth
- Improved customer engagement models through tailored coaching and skill assessments focused on churn prevention and license growth
- Spearheaded data-driven strategies to enhance cloud renewal efficiency, boosting team collaboration and optimizing customer satisfaction metrics
Enterprise Customer Success Manager
Oracle USA
California
05.2014 - 05.2016
- Increased growth by boosting user adoption by 158% through strategic CRM initiatives
- Achieved 210% of renewal quota, enhancing customer satisfaction and user engagement
- Introduced critical incident response processes, reducing critical escalations
- Led customer journey mapping initiatives, aligning customer success strategies with corporate goals to ensure sustainable growth, client retention and executive engagement
- Facilitated workshops to align technical teams with client needs, fostering innovation and continuous improvement in product delivery
Regional Manager - Oracle Cloud Applications Sales
Oracle USA
Massachusetts
10.2011 - 05.2014
- Led the regional sales team to exceed targets with 112% attainment and 11 quarters of consistent growth
- Boosted SaaS software growth by 68% and improved license sales by 7% in FY13
- Recognized as FY13 Regional Manager of the Year for outstanding performance and leadership
- Facilitated cross-functional teamwork, optimizing processes and achieving notable growth in both SaaS and license sales
- Analyzed market trends to refine sales strategies, achieving measurable results in SaaS growth and regional market penetration
- Implemented targeted sales plans, consistently surpassing quotas and driving exceptional fiscal year-end performance
- Executed strategic initiatives to drive sales performance, consistently surpassing fiscal targets and achieving outstanding annual results
Account Executive
Oracle USA
Massachusetts
10.2010 - 10.2011
- Managed Fortune 500 client relations, boosting new business to $1,789,000 in FY11
- Achieved 222% of annual quota, recognized as Q2 Rookie of the Quarter
- Exceeded in quota attainment: 586% in Q2, 143% in Q3, 222% in Q4
- Contributed to strategic growth initiatives in the Automotive, Manufacturing, and Banking sectors. Developed strategic partnerships to enhance client satisfaction, driving significant growth in enterprise middleware solutions
- Led high-stakes negotiations, securing pivotal contracts and surpassing sales targets, strengthening Oracle's market position in enterprise solutions
Manager- Corporate Account Management Team
NeuroMetrix
Massachusetts
07.2008 - 01.2010
- Directed the team to exceed $1.18M quarterly sales target, achieving 110% annual goal while developing training programs to enhance team skills and adapt to market changes
- Analyzed sales data to identify trends and new business opportunities
Education
Bachelor of Fine Arts -
Laguna College of Art and Design
Laguna Beach, California05.1993
Skills
- Strategic account management
- Contract management
- CRM software proficiency
- Sales expertise
- Post-launch cloud strategy
- Ongoing process enhancement
- Project management coordination
- Consultative sales approach
- Cloud infrastructure management
- Cloud service experience
- Client relationship management
- Experience with AI applications
- Data analysis
- Strategic relationship management
- Education
- Effective conflict resolution
- Strategic storytelling
- Customer Retention
- Strategic problem-solving skills
- Customer onboarding support
- Customer expansion
- Strategic scaling efforts
- Expertise in product features and benefits
- Effective communication
- Customer experience enhancement
- Responsive to shifting priorities
- Training program development
- Strategic planning
- Data-driven feedback evaluation
- Industry assessment
- Salesforce proficiency
- Gainsight expertise
- Risk mitigation strategies
- Customer advocacy
- Customer needs assessment
- Training and mentoring
- Revenue growth
- Team building
- Customer onboarding
- Cross-functional coordination
- Teamwork and collaboration
- Team leadership
- Revenue forecasting
- Employee coaching and mentoring
- Hiring and training
Timeline
Enterprise Cloud Customer Success Manager
Teradata Corporation
05.2022 - 11.2023
Customer Success Manager
F5
01.2020 - 05.2022
Senior Sales Director
Oracle USA
10.2016 - 06.2019
Cloud Renewal Sales Senior Manager
Oracle USA
05.2016 - 05.2018
Enterprise Customer Success Manager
Oracle USA
05.2014 - 05.2016
Regional Manager - Oracle Cloud Applications Sales
Oracle USA
10.2011 - 05.2014
Account Executive
Oracle USA
10.2010 - 10.2011
Manager- Corporate Account Management Team
NeuroMetrix
07.2008 - 01.2010
Bachelor of Fine Arts -
Laguna College of Art and Design
Oracle Mid-Market Regional Manager of the Year 2013
Oracle Mid-Market Regional Manager of the Year. Awarded to the regional manager with highest customer new, established and retention growth numbers. Strong employee advocacy and mentoring led to multiple team advancements. Recognized for overall efforts with employee retention and growth.