John Carney

Experience

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  Intellimedia Sports

  Jan 1994 - Jan 1996

  Producer

  I managed the development of interactive sports instruction CD-ROMS under license from ESPN.

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  IBM Multimedia

  Jan 1996 - Jan 1997

  Project Manager - subcontractor
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  IBM

  Mar 1998 - Jan 2007

  Senior Project Manager/Project Manager

  Managed concurrent IT services engagements focused on application development and systems integration for enterprise level customers. Successfully delivered projects with collaborative teams comprised of IBM, business partner and customer resources. - Developed project plans and managed project teams.- Established and enforced change management processes.- Identified potential project risks and developed mitigation plans.- Reported project status to Project Sponsors and IBM management. - Ensured quality of project deliverables.- Authored SOW scope content for RFPs. - Consistently met or exceeded customer and IBM expectations by delivering projects on time and on budget. Show less

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  IBM

  Jan 2008 - Feb 2021

  Program manager for IBM Hybrid Cloud Integration SaaS, responsible for usage data governance and developing programs that support customer consumption growth and increase SaaS subscription renewal rates. Contributed to quarterly renewal rate, driving a SWAT program focused on high-risk customers successfully retaining 35% of program revenue. Developed consumption based digital outreach programs focused on adoption and growth for SaaS offerings. Delivered bi-weekly forecast and program status to executive management and defined/refined variables that factor into a customer’s health score. Show less Advised global enterprise customers regarding the migration, implementation, and adoption of collaboration cloud solutions. Contributed to the development of the customer success practice. Collaborated with deployment teams migrating customers to SaaS services. Designed and presented success plans, pilot programs, use cases and end user enablement. Leveraged relationships with internal teams (Operations, Technical Sales, Support, and Product Management) to resolve customer issues. Authored migration best practices reducing customer onboarding duration along with consumption data queries and dashboard reports consumed by the customer success organization. Show less

  • Program Manager, IBM Hybrid Cloud Integration & Development

    Jun 2019 - Feb 2021

  • Customer Success Leader, IBM Collaboration

    Jul 2018 - May 2019

  • Customer Success Manager/Onboarding Coordinator

    Jan 2008 - Jun 2018
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  Palo Alto Networks

  Jun 2021 - now

  • Principal Customer Success Manager, SASE

    Nov 2023 - now

  • Senior Customer Success Manager

    Jun 2021 - Nov 2023