John Carroll is an entrepreneurial, marketing and business development executive with a consistent record of growing revenue, market share and business valuation.
He founded The Service Council™ in 2009 with a vision to create a platform for innovation sharing, shaping and sharpening; where uncommon service-centric businesses can emulate the strategies deployed by Global Service Leaders. Under Carroll's direction, The Service Council has grown from a groundbreaking idea to a community that features greater than 150,000 service executives worldwide across 6 continents, with representation in greater than 30 countries.
Prior to The Service Council, he served as Vice President of Marketing at Single Source Systems, Inc., a leading provider of service management software. Here he helped grow market share and revenues leading to its eventual acquisition by Infor Global Solutions. Before Single Source Systems, Inc., he was a key member of the management team and was responsible for the successful turnaround and return to profitability of Boston-based IT Analyst firm Aberdeen Group which led to its eventual acquisition by Harte-Hanks, Inc. – HHS (NYSE). During this time, he was responsible for the co-founding and establishment of the Service Chain Management and Customer Management research practices, as well as, the Chief Service Officer Summit Series.
John is a frequent author and speaker on the topic of service management and is well-known for his passion for a Smarter Services™ culture.
Chris Gera is the Executive Vice President & General Manager for The Service Council™ (TSC). In his role at TSC, Chris is responsible for new member acquisition, member engagement, community expansion, as well as the development and expansion of TSC Insights™ portfolio of services. These services provide service executives and organizations the ability to benchmark their operations and also provide guided insight to improve service organization performance and change management initiatives. Chris also plays a key role in building out TSC’s community platform focused on becoming the single source of information and networking for service and customer support executives globally.
Prior to his role at TSC, Chris held Service Leadership positions at Vivint SmartHome, where he managed 1,000+ Field Professionals supporting 1,000,000+ Customers across the US & North America, as well as, Nielsen, where he led Global Strategic Field Initiatives, specifically Digitization and Technology & Process Improvement Implementations of a $1B Profit & Loss (P&L) Service Business supporting greater than 15,000 field professionals in over 100 countries around the globe. Chris holds a Bachelors Degree from Ohio University and is a frequent Speaker at major Industry Conferences across the field service, service and customer experience sector.