• Customer Engagement/Success Manager for a Cybersecurity Managed Services b2b organisation working on the Managed Detection/Response service and Incident Response service.• Account and Customer Relationship management of over 20 global clients. • Involved in the full customer journey of Implementation/Onboarding, Live Service, Renewals and Decommissioning and well as providing product demos/training.• BAU live service for clients ensure day to service is effective, ad-hoc issues are effectively handled to SLAs and escalated where high priority is required. Involves working with sales, support, product management and technical teams.• Use of Salesforce and JIRA to manage service tasks and client projects.• Providing clients with monthly reports backed up by monthly calls.• Leading Quarterly Business Reviews for clients with tailored KPIs to focus on client status and identify areas where engagement from sales (upselling) or technical teams (consultancy) can address issues or increase customer satisfaction.• Strategic upselling of additional services and products based on excellent relationship building and deep understanding of the client business and our product offerings.• Effective renewal planning leading to high retention (90%) and minimal churn.• Providing roadmaps and release notes to client via Product Management teams.• Full involvement of migration project to move clients from old to new technology on Windows, Mac, Linux and Cloud through regular meetings, dealing with technical issues and assisting in product training.• Implementation and improvement of processes to ensure efficient working methods and customer satisfaction.• Regular reviews of Business Review content and KPI metrics to ensure they evolve as clients evolve to ensure the value to clients• Customer surveys to gauge customer satisfaction (CSAT 4.5) and improvement areas.

TUPE to WithSecure in 2022 so job description combined into WithSecure job.

TUPE from IBM when our division split away to form a new company. Day to day tasks remained very similar to the IBM role but with the following additional elements:• Rewriting and refinement of team processes to adapt to smaller organisation and based on the new company structure and goals.• Involvement in project to migrate Salesforce data from IBM and to act as a team point of contact and escalation for Salesforce related queries whilst adjusting to new Salesforce environment.• Proactive engagement with clients to ensure continued high service levels during transition from IBM to Acoustic.

• Global Support Leader of a SaaS Web Analytics product (Coremetrics). TUPE to IBM when Coremetrics was acquired.• Lead a large team of office and remote Technical/Business Support Analysts based in EMEA and APAC regions.• Account / Customer Relationship Management aiding contract renewals/retention and preventing client churn. Onboarding, mentoring and training for new clients.• Quarterly Business Reviews for high profile clients to focus on client status and determine areas where engagement from sales (upselling) or technical teams (consultancy) is needed to address issues and increase customer satisfaction.• Project Lead in successfully preparing Support team for new generation of product covering all areas including infrastructure, training, documentation whilst ensuring high client satisfaction was maintained.• Project Lead in successfully moving almost 500 clients from using FTP to SFTP over a 6 month period whilst ensuring client satisfaction was not affected. Involved close interaction with client base and internal technical teams to ensure a smooth transition.• Project Lead in migrating Support team to Salesforce from Parature. Areas covered included training, reporting, data migration and client preparation.• Problem/Incident management using Salesforce, Parature and JIRA ensuring correctly prioritised and allocated incidents were dealt with efficiently within agreed timescales and deadlines (SLA).• Handling incident escalations from high profile customers ensuring a win-win situation is achieved between the client and Support team.• Providing KPI reporting to management and client facing teams on customer satisfaction statistics.• Close interaction with Sales, Implementation, Provisioning, Operations and Development teams to ensure product works effectively and issues are handled efficiently.• Implementation of new processes to improve customer satisfaction.• Refining of existing processes to ensure high quality support,

• Providing technical and business support and consulting for a SaaS Web Analytics product.• Senior Support role involved working with high profile global clients (eg. O2, Adidas, Bank Of America) and several web agencies handling Web Analytics queries from clients based in multiple countries with different language backgrounds.• Working with client e-Commerce web sites by analysing client requirements in business and technical form. Use of SQL to generate reports and analysis to provide clients assistance in making e-Commerce decisions. • Managing client relationships combining the support assistance/consultancy whilst carrying out requirements analysis to aid future application selling/enablement.• Gained experience in working in a global e-Commerce/e-Business environment as well as experience in working with teams in different time zones and with different working cultures.

• Worked on the HMRC contract on various technical and non-technical projects.• Requirements Manager on an 18 month project involved with carrying out Systems Analysis and translating business requirements into system requirements.• Managed requirements capture workshops and created Requirements Specifications for customer approval and impacting for design and development. Involved in the Design of the user interface in conjunction with requirements.• Technical Team Leader reporting to main team leader for project. Overlooked the support/enhancement work as well as prioritising and delegating work to six colleagues.• Problem/Incident Manager for team ensuring all problems and incidents are correctly prioritised and allocated between team members, and then dealt with efficiently within agreed timescales and deadlines (SLA). Remedy and Vantive Problem Mgt tools used for this role.• Involved in the full system lifecycle for enhancements including metrics management (impacting, function point counting) and configuration management of applications.• Involved in the achievement of ISO 9001 accreditation which ensures thorough and consistent use of ITIL in processes, standards and reviews for all work throughout the organisation.• Analysis, design and implementation of user interfaces based on usability and accessibility needs with a large focus on development for visual and hearing impaired users.• Enhancement and support of web-based applications and the HMRC intranet using HTML, ASP, JavaScript and VBScript with SQL Server 7 back-end databases.HMRC Day One Joint Intranet – Inland Revenue & Customs/Excise merger• High profile project to create a joint intranet for the newly merged IR and CE (HMRC) which involved interaction between several technical teams and clients to ensure the Joint Intranet service for both departments successfully went live on day one of the merger.

• Joined EDS on the Graduate Training programme - promotion to Application Analyst in 1999.• Worked with high profile clients like Xerox, Compaq, Department of Work & Pensions and the Inland Revenue on various technical and non-technical roles at client and non-client sites.• Support and enhancement of FoxPro, MS Access and MS Visual Basic 6 applications.• Team Leader in implementing a configuration management tool MS Visual SourceSafe to control application source code and documentation.• Use of Oracle/SQL on a UNIX platform for enhancements and support of systems/scripts.• Full planning and execution of the quarter and year-end projects for the systems. • Liaison with Xerox clients to gather requirements for creation of Cognos Impromptu 4 reports.

• University Industrial placement developing software in Visual BASIC 3 with Access databases.

• Summer vacation placement gaining UNIX and Sun Windows experience.