Andy Freeman Email & Phone Number

Reading, Gb

Reading

• Led a geographically diverse team of EMEA Technical Support Consultants across the UK, USA, and South Africa, in addition to managing the Second Line Support Team based in South Africa.• Spearheaded the development and implementation of Redstor's Technical and Customer Support strategies, successfully integrating AI-driven ticket resolution, reducing support ticket volume by 10%.• Built and expanded a comprehensive Knowledge Base Article library, empowering customers with self-service… Show more • Led a geographically diverse team of EMEA Technical Support Consultants across the UK, USA, and South Africa, in addition to managing the Second Line Support Team based in South Africa.• Spearheaded the development and implementation of Redstor's Technical and Customer Support strategies, successfully integrating AI-driven ticket resolution, reducing support ticket volume by 10%.• Built and expanded a comprehensive Knowledge Base Article library, empowering customers with self-service support resources.• Established and managed KPIs and SLA metrics within the Zendesk system, contributing to a 25% increase in Net Promoter Score (NPS).• Played a key role in establishing the Customer Success Team, ensuring a unified approach to customer engagement and retention.• As a member of Redstor’s Senior Leadership Team, contributed to the overall strategy, enhancing the managed services portfolio.• Managed all aspects of team performance, including performance reviews, planning merit increases and bonuses, resource management, hiring, and ongoing coaching and mentoring of team members Show less

• Led Customer Success Organisation consisting of Customer Success Managers, Project Managers and Remote Support Engineers• Drove product adoption resulting in a 60% increase in product upsell by aligning customer needs with product offerings• Implemented and optimised Freshdesk CRM tool, enhancing customer service efficiency• Managed the most strategic customer accounts focusing on high impact, high value clients• Promoted to International Operations Manager covering EMEA, USA… Show more • Led Customer Success Organisation consisting of Customer Success Managers, Project Managers and Remote Support Engineers• Drove product adoption resulting in a 60% increase in product upsell by aligning customer needs with product offerings• Implemented and optimised Freshdesk CRM tool, enhancing customer service efficiency• Managed the most strategic customer accounts focusing on high impact, high value clients• Promoted to International Operations Manager covering EMEA, USA and Australia• Negotiated strategic partnerships with large organisations extending the company's reach• Advocated for product enhancements based on customer feedback leading to continuous product improvements• Managed all aspects of customer invoicing via Xero ensuring accurate and timely billing• Handled comprehensive managerial responsibilities such as performance reviews, merit increase / bonus planning, resource management, hiring and coaching / mentoring of team members Show less

Reading, United Kingdom

• Managed and lead team of EMEA Technical Account Managers/Customer Success Managers based in UK,Netherlands, Dubai, South Africa, Israel and Italy• Held responsibility for Forcepoint ( formerly Websense ) Enterprise/Mission Critical Support in EMEA and grewSupport business by 25%• Grew and scaled the team by more than 50% within 5 years to increase and improve the level of serviceprovided to key customers• Analysis of key business metrics using Salesforce driving… Show more • Managed and lead team of EMEA Technical Account Managers/Customer Success Managers based in UK,Netherlands, Dubai, South Africa, Israel and Italy• Held responsibility for Forcepoint ( formerly Websense ) Enterprise/Mission Critical Support in EMEA and grewSupport business by 25%• Grew and scaled the team by more than 50% within 5 years to increase and improve the level of serviceprovided to key customers• Analysis of key business metrics using Salesforce driving performance improvements and strategic decision making• Established and built the EMEA Customer Advocate Team focusing on customer centric solutions• Worked closely with Forcepoint and Partner Sales and Support Teams during critical events to ensure asuccessful outcome for customers• Collaborated with Sales Teams to secure new business and renewal of existing business• Developed and refined Standard Operating Procedures in relation to Enterprise/Mission Critical Support• Successfully lead EMEA Professional Services pilot resulting in the establishment of Professional Services Organisation• Handled comprehensive managerial responsibilities such as performance reviews, merit increase /bonus planning, resource management, hiring and coaching / mentoring Show less

Brentford, United Kingdom

Held full EMEA ownership and responsibility for two global programmes - the Elite Account Program (100%) and the Service Account Manager Programme (50%). On joining EMC in May 2011, the Elite programme was in its infancy with only 25% roll-out completion. Between May 2011 and February 2012 the remaining 75% of the Elite Account Programme was rolled out which involved on-site customer presentations to several customers across EMEA. Other Programme Director responsibilities… Show more Held full EMEA ownership and responsibility for two global programmes - the Elite Account Program (100%) and the Service Account Manager Programme (50%). On joining EMC in May 2011, the Elite programme was in its infancy with only 25% roll-out completion. Between May 2011 and February 2012 the remaining 75% of the Elite Account Programme was rolled out which involved on-site customer presentations to several customers across EMEA. Other Programme Director responsibilities include:Manages the establishment of all new process / procedures, solidifies existing processes / procedures, and reports the progress status to senior corporate management Show less

Built and managed a pan-European team of Technical Global Advisors (TGA's). Held full responsibility for growing the team from 6 reports up to 22 reports, and subsequently managed the whole team, as well as bringing in an additional Junior Manager. Travelled very regularly across EMEA (Germany, France, Netherlands) and also to the Middle East (Saudi Arabia, UAE, Kuwait, Bahrain, Israel) for internal meetings, employee 1-on-1 meetings and customer visits, and also to the USA for corporate and… Show more Built and managed a pan-European team of Technical Global Advisors (TGA's). Held full responsibility for growing the team from 6 reports up to 22 reports, and subsequently managed the whole team, as well as bringing in an additional Junior Manager. Travelled very regularly across EMEA (Germany, France, Netherlands) and also to the Middle East (Saudi Arabia, UAE, Kuwait, Bahrain, Israel) for internal meetings, employee 1-on-1 meetings and customer visits, and also to the USA for corporate and managerial meetings. Trained the Netapp Sales Teams across EMEA in the value of the service which the team provided and also in how to be successful in selling the service. The EMEA team had an excellent reputation amongst customers and account teams for providing quality support to their customersHandled all usual day-to-day managerial responsibilities such as performance reviews, merit increase / bonus planning, resource management, hiring and coaching / mentoring Show less

This role was to manage the team of 23 Engineers who provided 1st, 2nd and 3rd line support of the server and network infrastructure, and to support the customers who make use of the services provided via this infrastructure. Responsible for all operational issues and for developing and implementing processes designed to improve efficiency of the team, and also the resiliency / reliability of the infrastructure. Other duties included:Managed all changes to the server farm(s) and associated… Show more This role was to manage the team of 23 Engineers who provided 1st, 2nd and 3rd line support of the server and network infrastructure, and to support the customers who make use of the services provided via this infrastructure. Responsible for all operational issues and for developing and implementing processes designed to improve efficiency of the team, and also the resiliency / reliability of the infrastructure. Other duties included:Managed all changes to the server farm(s) and associated network infrastructureAnnual budget proposal preparation and preparation / delivery of reports for senior managementRecruitment / development of the team Show less

Managed a team of Engineers working alongside the Programme Directors, responsible for proactive monitoring / diagnosis / troubleshooting / resolution of all managed customer faults. Often involved in the bidding process for new customers which not only entails the technical feasibility of the bid, but also involves analysis of any impact to overall service levels. Direct staff management duties included performance reviews / appraisals and liaison with Team Leaders to ensure smooth operation… Show more Managed a team of Engineers working alongside the Programme Directors, responsible for proactive monitoring / diagnosis / troubleshooting / resolution of all managed customer faults. Often involved in the bidding process for new customers which not only entails the technical feasibility of the bid, but also involves analysis of any impact to overall service levels. Direct staff management duties included performance reviews / appraisals and liaison with Team Leaders to ensure smooth operation of the Network Operations Center. A major part of the role was to help form, implement and execute MCI's IT strategy, particularly in relation to support of MCI's managed customer base.Managed the process of closing the IP VPN Support Center in Cambridge (UK) and moving the function, along with many of the existing employees, to AmsterdamImplementation of SLA's both from a point of view of content and how they were to be rolled outOn-call 24x7x365 and was regularly called upon to deputise for the Senior Manager Show less