Jim Silveira

About Jim Silveira

DYNAMIC AND CREATVE LEADER WHO EMPOWERS EXCEPTIONAL CUSTOMER TRUST AND SUCCESS I am an Enterprise Customer Success Architect who applies knowledge of industry direction, trends, and challenges to help customers run agile, intelligent, and evergreen operations with modern SaaS solutions. I think strategically and partner with customers to engender exceptional experience and achieve breakthrough digital transformation outcomes. I consistently drive and accelerate customer adoption and solution maturity by building and maintaining productive relationships with senior executives and key cross-functional influencers / stakeholders. In the process I serve as the Voice of the Customer, identifying and quantifying key success factors and capturing feedback on innovative ways to build next generation client-centric solutions. I guide customers on organization strategy, governance, and change management to realize transformative journeys that deepen the value we can unlock by building together.Increased Pega adoption by 50% at Blue Shield of CA by establishing and implementing a multi-year digital transformation initiative covering customer relationship management (CRM), enrollment and billing, care management, provider lifecycle management, and appeals and grievances, with next best action implemented via a centralized artificial intelligence (AI)-based decisioning hub.Reduced operational costs by 25% by leading rapid cloud migration and upgrade of complex scheduling and work management solution for CVS. Effectively coordinated diverse resources from product, cloud, engineering, and customer support to determine optimal database management system (DBMS) platform. Increased customer satisfaction by 75% at Kaiser and Centene by developing roadmap for upgrading, modernizing, and scaling their CRM solutions to support millions of members and up to 10K Customer Service Representatives (CSRs).Reinforced MD Anderson’s goal of finding a cure for six cancers within the next five years by leading a comprehensive IT Strategy assessment to guide hiring the next chief information officer (CIO). Devised Technology strategy and wrote and delivered proposal for rapid development of two digital transformation solutions underlying a prospective $80M engagement for a large Infrastructure Engineering consulting firm (Jacobs).Reduced time to market by 75% and by architecting, designing, and building and leading the team that delivered a sophisticated security authorization subsystem, which was a key enabler for multiple client-facing internet systems.

Experience

1. Principal Customer Success Executive

   ServiceNow

   Oct 2023 — Present · San Diego County, CA, US

   Principal Success Architect in the Customer Outcomes organization for key Healthcare and SLED customers.

Education

• Suffolk University - Sawyer Business School

  MBA Courses, Management, Finance

  2004 — 2005

• Yale School of Management

  Advanced Executive Leadership Training

  2009 — 2009

• Boston University

  BA, Computer Science

  1978 — 1981

Skills

• Pmo
• Pmp
• Leadership
• Alignment
• Financial Systems
• IT Strategy
• Fortune 500
• Management Consulting
• Change Management
• Custom Software Development
• Information Technology
• Thought Leadership
• Data Conversion
• Application Architecture
• Enterprise Integration
• Sdlc
• Solution Architecture
• Program Management
• Acquisition Integration
• Business Case
• Business Process
• Corporate Management
• Balanced Scorecard
• Business Process Re-Engineering
• Security
• Data Quality
• Enterprise Architecture
• Project Management
• Business Process Design
• Consulting Experience
• Management
• Solutions Development
• Gap Analysis
• Business Intelligence
• Software Development
• Project Delivery
• Life Cycle Assessment
• Integrations
• Engagement
• Eai