Justin Silvia

Chief Customer Officer at WorkSpan
  • Claim this Profile
Contact Information
us****@****om
(386) 825-5501
Location
Greater Boston

Topline Score

Topline score feature will be out soon.

Bio

Generated by
Topline AI

5.0

/5.0
/ Based on 2 ratings
  • (2)
  • (0)
  • (0)
  • (0)
  • (0)

Filter reviews by:

Peter Ferguson

I have had the privilege of working with Justin Silvia for over a decade, and I can confidently say that he is an exceptional C-level leader who drives business outcomes. Justin has a remarkable ability to lead, inspire and motivate his team to deliver high-quality professional services that exceed client expectations. He has a clear vision and strategy for growing the business, and he executes it with integrity and excellence. Justin is not only a leader, but also a mentor and a coach. He cares deeply about the professional and personal development of his team, and he provides them with constant feedback, guidance and support. He fosters a culture of collaboration, innovation and learning, where everyone is encouraged to share their ideas, challenge themselves and grow. Justin is also a trusted partner for his clients, who value his expertise, experience and insights. He understands their needs and challenges, and he works with them to create solutions that align with their goals and objectives. He builds long-lasting relationships based on trust, respect and mutual benefit. Justin Silvia is one of the best leaders I have ever worked with, and I highly recommend him for any organization that wants to achieve outstanding results. He is a rare combination of vision, passion, integrity and competence. He is a leader who makes a difference.

LinkedIn User

Justin brings an incredible level of commitment to his teams, customers, and the overarching corporate strategy. His energy and humor are infectious, and translate directly to a team culture that is open, direct, and seeks to find the positive outcomes regardless of the challenges. I’ve worked with Justin at 3 different companies, and his results-driven approach consistently illustrated strong growth outcomes. He’s not shy about providing honest feedback, and asking for it in return. Our customers trust him, even in difficult situations, because he always delivers on his commitments to them. Most of all, I love working with Justin because he’s just a good human being.

You need to have a working account to view this content.
You need to have a working account to view this content.

Credentials

  • IBM Watson Data Platform
    IBM
    Jan, 2017
    - Nov, 2024
  • The IBM DataFirst Method
    IBM
    Jan, 2017
    - Nov, 2024
  • Hybrid Cloud 2016
    IBM
    Aug, 2016
    - Nov, 2024
  • Cloud Strategy 2016
    IBM
    Mar, 2016
    - Nov, 2024

Experience

    • United States
    • Software Development
    • 100 - 200 Employee
    • Chief Customer Officer
      • Jul 2022 - Present

      ★ Provide strategic direction, operational oversight, and program leadership for all customer success, strategy and optimization, product support, GTM and internal/customer enablement, and global service delivery functions (with full P&L ownership of each division). ★ Guide and supervise divisional VP's managing global project management/consulting teams, customer success managers, and $20M in ARR, a 24x7x365 follow-the-sun support framework, and organization-wide operational optimization efforts. ★ Rebuilt strategies, programs, processes, systems, and metrics from the ground up, including realigning sales strategy and GTM plans, launching new service offerings, restructuring compensation and KPIs, and scaling out customer service/support infrastructure. ★ Developed and launched new digital business services (including Google digital business product offering), a TAM offering, and a marketplace offering as well as associated customer success processes and workflows. Key Results: ★ Growth in NDR from 120% to 145% and renewal rates from 79% to 90%. ★ 80% YoY growth in ARR, with $84M in projected revenue by the end of 2024 (up from $10M in 2022). ★ $3.5M in ARR in just 9 months from defining and launching a new TAM offering. ★ Turnarounds in P&L from -300% to 5% net margin, and in NPS scores from -45 to 38 on average Show less

    • United States
    • Software Development
    • 700 & Above Employee
    • VP/Senior Director - Global Services Organization
      • Dec 2019 - Jul 2022

      ★ Played a critical leadership role spanning strategic business planning, organizational development, customer success/innovation, global services delivery, and go-to-market execution (with complete ownership of P&L and the end-to-end customer life cycle). ★ Provided strategic direction to a highly matrixed global organization (comprising directors, solution architects, delivery executives, practice managers, managing/senior consultants, and TAMs) while fostering a diverse, results-driven team culture. ★ Defined and established a client-centric vision and value proposition, data-driven goals/KPIs, and comprehensive business plans and product roadmaps to secure new revenue opportunities/clients, facilitate solutions innovation, and transform organizational culture. ★ Collaborated cross-functionally with sales, support, product, and customer success organizations to define new service offerings, streamline the product life cycle, and drive successful market launches (including EDB’s first DBaaS service offering). ★ Delivered thought leadership and recommendations to the C-Suite on strategic and operational planning as a key member of the EDB Executive Operations team, in addition to guiding EDB’s DBaaS product launch as a member of the Product Launch Committee. ★ Expanded the organization from 13 resources to 43 resources over 2020-21 while driving greater efficiencies in service delivery and increasing profitability by establishing an offshore migration factory. ★ Redesigned the organizations time reporting methodology to facilitate actionable insights on utilization, realization, margin, delivery velocity, and cost. Key Results: ★ Turnaround of the organization’s P&L from a -$800K loss in 2019 to a profitable $997K by 2020. ★ Significant growth in ARR (from $35M to $130M) and in services revenue (from $1.2M to $13M) over 3 years. ★ Key migration wins with clients such as Avis, Syncreon, Hartford, and S&P ★ A successful $1B equity event of EDB to Bain Capital. Show less

    • United States
    • IT Services and IT Consulting
    • 700 & Above Employee
    • Director Strategic Partner Organization Data & AI
      • Jul 2016 - Dec 2019

      ★ Served in a multi-faceted global leadership role, with responsibility for defining and developingservice/support offerings, executing go-to-market strategies, and integrating/onboarding strategic partners (while managing $300M in annual portfolio partner sales).★ Developed a range of traditional and digital marketplace service/support offerings while working closely with product and sales teams to tailor service offerings in line with market and customer needs.★ Planned and executed partner integration, onboarding, and enablement programs for GSIs, VARs, VADs, and OEMs (which included market leaders such as Actifio, Cloudera, EDB, and Mongo) in addition to developing and implementing a Partner Master Agreement.★ Devised and implemented an SRS program that helped counteract the impact of a 30% reduction in support staff, leading to a substantial reduction in support labor hours and generating multimillion-dollar incremental revenue growth.Key Results:★ $44M in incremental service revenue growth (from $18M to $62M) in the first year of tenure.★ Strategic partner enablement programs that trained 15K+ individuals and delivered 7K+certifications/badges annually.★ Reduced support efforts by 25K labor hours and generated $7M in incremental revenue in the first year. Show less

    • Global Director- Virtual Services Organization
      • May 2005 - Jul 2016

      ★ Drove sales/market penetration strategies, product innovation and service offering expansion, salesanalytics/reporting/forecasting, and team development to deliver continuous growth for a global professional services organization.★ Trained, mentored, and led a 250-member organization of managers and technical resources distributed across North America, Poland, China, and India to provide world-class service delivery to key enterprise clients.★ Executed targeted sales strategies that successfully penetrated new markets and resulted in multimillion-dollar enterprise licensing agreements (ELAs), leading to the team consistently meeting or exceeding utilization, cost, revenue, and margin attainment KPIs.★ Led the development of enterprise migration offerings as well as the design and delivery of a new on-demand consulting offering that provided clients with on-demand access to cross-platform SMEs.Key Results:★ Rapid growth of $53M (from $2M to $55M) in 4 years, with 80% billable utilization for 7 consecutive years.★ Migration wins with TIAA CREF, BB&T, Cardinal Health, AT&T, TSTT, and Consip that led to multimillion-dollar agreements Show less

    • Software Development
    • 1 - 100 Employee
    • Director/Manager- Support Subscriptions Renewals
      • Jan 2001 - May 2005

      ★ Directed a 10-member team in managing 3K+ annual support renewals while holding responsibility for all strategic sales planning, revenue forecasting, and goal attainment. ★ Developed and implemented sales/client engagement strategies to drive revenue growth and churn reduction, resulting in 5% annual base growth, less than 3% attrition, and 97% subscription renewal rates. ★ Led the implementation of a support upgrade campaign that expanded customer support levels to 24x7 support, in addition to driving sales of e-learning programs among the existing support base (with 80% adoption). Show less

Education

  • Suffolk University - Sawyer Business School
    BSBA, Business/ Managment
    1997 - 2001

Community

You need to have a working account to view this content. Click here to join now