Accomplished senior executive with extensive experience in customer experience management, known for leading global teams and implementing strategic service delivery across diverse sectors. Specialises in driving customer satisfaction, operational efficiency, and revenue growth through innovative solutions and a customer-centric approach. Recognised for transformative leadership, fostering continuous improvement, and mentoring future leaders to excel in service delivery. Proven track record of exceeding performance targets and aligning scalable practices with organisational goals.
Led performance initiatives, achieving significant service delivery improvements within six months. Established and led the Client Success division, boosting product adoption and customer satisfaction. Designed a scalable service tier structure, enhancing Client Success engagement for a £33M ARR. Directed Salesforce cloud solutions integration, modernising customer interaction and self- service capabilities. Mentored and promoted individuals into new managerial roles, expanding international leadership teams.
Contributed to a net retention rate of 136%, tripling previous metrics. Overhauled US departments, enhancing efficiency and customer engagement. Led initiatives to redefine product standards and develop scalable business strategies. Ensured legacy customer upgrades, establishing a consistent upgrade cycle. Innovated project tracking and cost management, reducing expenses and improving delivery timelines.
Secured a 50% gross margin across Professional Services projects. Collaborated with UK Sales for optimal resource allocation. Reduced product launch timeframe to 3-5 days during the COVID-19 pandemic. Decreased average product launch time from six months to 31 days. Introduced OKRs across departments, boosting performance and engagement.
Established a 24/7 global support model, ensuring continuous service delivery. Integrated ITIL best practices to optimise service management. Reduced average first response time from 2.8 to 0.4 hours and resolution time from 97.8 to 1.5 hours. Achieved a 98% customer retention rate through effective collaboration with the Head of Customer Success. Developed a team of product experts, enhancing training and onboarding processes.