John Hernandez is COO of Salesforce’s Service Cloud. In this capacity, John is responsible for the business and product operations, as well as incubating key market adjacency solutions for Salesforce’s multi-billion dollar, customer care, Service Cloud business.
Previously, Mr. Hernandez served as Vice President and General Manager of IBM’s Collaboration business. In this capacity, John was responsible for driving IBM’s multi-billion dollar SaaS and Premise based Social, Mail, Meetings, Chat and Smarter Workforce businesses.
Prior to that role, Mr. Hernandez served as a Vice President and General Manager within Cisco’s Collaboration business. Initially, as the Customer Care business leader, where he created the Customer Collaboration strategy including mobile, hosted and Omni-channel solutions and led the business through a turnaround going from less than 5% market share to more than 30% in the US and 20% globally. Ultimately, leading the crucial responsibility of transitioning the overall collaboration business from predominately premise-based Unified Communications solutions to hybrid, cloud and mobile Collaboration solutions. At his departure, John’s model successfully grew Cisco’s multi-billion dollar collaboration business by 14% year over year.
A regular keynote speaker at corporate and industry events, Mr. Hernandez has spent his entire career in Silicon Valley, executing global initiatives, with extensive engagements in Asia, Europe and throughout the Americas. Before joining Cisco in December 2002, Mr. Hernandez held a variety of management positions at Genesys Telecommunications and Nortel Networks.