• Managing the Technical Onboarding Team: Overseeing the delivery of all customer requests, ensuring initial requirements are met and delivered within agreed timescales.• Leading the Application Support Team: Supervising operational issues, ensuring they are managed through to resolution and properly documented.• Collaborating with the Sales Team: Working closely with the sales team to support pre-sales activities and facilitate the expansion of existing customers.• Liaising with the Development Team: Maintaining a strong relationship with the development team to advocate for new features requested by customers.• Process Implementation: Responsible for the ongoing creation and implementation of all processes that support the customer success, onboarding, and application support functions.

• Building the Customer Success Function from the ground up• Creation of foundational documentation and processes• Fostering relationships with existing customers, and supporting the onboarding of new customers• Engaging with customers from the pre-sales stage, through onboarding, and into Business-as-Usual (BAU) operations, ensuring a consistent and high level of service throughout• Working in close collaboration with the DevOps, Application Support, Onboarding, and Development teams. Ensuring that that customer environments are functioning optimally and that there is continuous improvement to the overall customer experience on the platform.

• Provide support to multiple customers across various industries, ensuring a very high standard in the delivery of business outcomes and customer experience, resulting in customer retention and new leads/opportunities• Responsible for the seamless transition of service delivery from onboarding to managed service Business As Usual [BAU] phase• Working with stakeholders at all levels and areas of the business to identify customer objectives, and build a strategic plan to accommodate individual requirements, and ensure successful delivery• Incorporated the SSM role into the sales cycle to ensure proposals were fit for purpose and achievable• Continually identifying new opportunities, working closely with the sales team to expand the service• Working with internal technical and operational teams to develop our services to meet the changing and growing needs of the customers• Ongoing monitoring of customer satisfaction through monthly business reviews and regular communication in BAU• Single point of contact between the business and the customer and any partners/third parties to ensure the customer has consistency and all actions have full ownership through to delivery• Mentoring team members, assisting them with their professional development.

• Delivery of software licensing advisory and managed service projects for multiple accounts• Experienced in generating detailed compliance reports, both in and out of SAM toolsets• Working with customers to create/implement SAM processes. From initial maturity assessment through to delivery of completed processes. Taking into account industry standards e.g. COBIT, ITIL, ISO, whilst ensuring the completed framework fits the customers organisational structure.• Working with customer to identify areas of both hard and soft cost savings across software estate• Identifying and supporting remediation of contractual and operational compliance risk• Manged multiple global customers across various industries from initial SOW creation through onboarding into a BAU managed service

• Hired to establish and develop a global internal team responsible for software asset management (SAM) within TNT, spanning all business units across 60 countries• Creation of a global SAM framework, which included the purchase of a SAM toolset following RFP, and implementation of policies and processes which formed part of the overall operating model. • Implementation of centralised billing for major software vendors, significantly reducing new software spend by reharvesting of licences• Creation of end to end software demand process to improve end user experience and standardise software catalogue• Delivered c1.2 million savings through internal optimisation and remediation of software• Successfully grew the department to include SAM, billing assurance, centralised purchasing, contract records management and company savings tracking• During time in the role, the company underwent a global outsourcing program of all hardware, software and infrastructure to three separate third party service providers. Alice was a lead stakeholder in the successful execution of this project

• Reduction in spend across software and hardware by driving internal efficiencies and improved supplier contracts• Vendor management of key IT suppliers • Creation and implementation of companywide asset management policies, processes and governance frameworkCentral purchasing function for all IT hardware and software• Managed large company divestiture, ensuring contractual compliance for all software and hardware being transferred/terminated