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
• 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.

• 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
• Promoted to International Operations Manager covering EMEA, USA and Australia

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
• 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

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.

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.

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.

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.