I lead the UK Market and the EMEA & LATAM Search and Staffing Vertical team. Customer Success in LTS exists to understand and unlock economic opportunity for our customers, through our products, leveraging the power of collaboration and insights​ - we make sure our customers win with LinkedIn!

Leading and empowering amazing teams across Engagement, Hiring and Learning solutions. These Customer Success teams create opportunity for the global workforce by helping our customers plan, hire and develop diverse and engaged talent.

As a manager, now senior manager, I lead the Northern Europe solutions consulting team for the Demand Side business. My team consists of technology consultants who implement our platform and lead consulting projects with major agencies and independent trading organisations. I hire, train and develop the team and team leads to operate across multiple client types. Partnering with sales colleagues, I ensure resourcing is aligned to strategic imperatives and revenue targets are achieved. I am a… Show more As a manager, now senior manager, I lead the Northern Europe solutions consulting team for the Demand Side business. My team consists of technology consultants who implement our platform and lead consulting projects with major agencies and independent trading organisations. I hire, train and develop the team and team leads to operate across multiple client types. Partnering with sales colleagues, I ensure resourcing is aligned to strategic imperatives and revenue targets are achieved. I am a culture champion, modelling company values and promoting diversity and inclusion. Achievements:• Developed leaders within the team; creating people managers and technical experts, allowing the team to scale to manage a wider range of clients and launching over 12 product alpha test projects over a two year period.• Developed and tested new approach to servicing ‘marketing first’ clients, acting as a pilot for the 2019 investment case and helping secure significant budget for EMEA expansion.• Initiated and managed cross-EMEA training programme to generate best practice and build cultural links across offices. This resulted in the development of new subject matter experts and enhanced cross-EMEA practice area communities. • Mentored new sales engineering team to increase technical involvement in early sales pipeline. This resulted in improved client selection, increased new business levels exceeding 2018 targets and a reduction in the number of projects failing to meet targets. Show less

As a team lead and manager, I lead a global customer success team for premium advertiser and agency clients, developing staff and junior leaders in London, New York and Singapore. Team members handled 120+ cases each per month along with 24-hour emergency support. I mentored the team and ensured that clients were fully satisfied by developing effective KPIs for case management and implementing case review processes.Achievements: • Conceived of, and implemented, a new customer… Show more As a team lead and manager, I lead a global customer success team for premium advertiser and agency clients, developing staff and junior leaders in London, New York and Singapore. Team members handled 120+ cases each per month along with 24-hour emergency support. I mentored the team and ensured that clients were fully satisfied by developing effective KPIs for case management and implementing case review processes.Achievements: • Conceived of, and implemented, a new customer success team focused on premium clients allowing consultant teams to focus on project-based work. The new team reduced time to case resolution and managed the reactive case workload at less than half the cost of the consultant team.• Analysed staffing demand, generated forecast models and implemented across all of customer success. This allowed the global team to adjust staffing across the different support teams, which increased time to case reolution, focused resources to high value clients and reduced staff turnover due to burn-out.• Developed global KPI reporting model and team training program driving 20% gain in productivity.• Implemented ‘follow the sun’ emergency support rotation and improved access to out of hours engineering resources. This decreased time to respond to and patch emergency issues from an average of six hours to under two hours. Show less

As an implementation consultant and then team lead, I brought new clients on to the platform and provided ongoing technical consultancy and best practice trainings to existing clients. I worked with high value advertiser and agency clients across EMEA, creating return on ad spend for marketers and generating liquidity in the AppNexus marketplace. I developed and tested best practices around engaging with premium clients operating across multiple markets.Achievements:• Drove revenue… Show more As an implementation consultant and then team lead, I brought new clients on to the platform and provided ongoing technical consultancy and best practice trainings to existing clients. I worked with high value advertiser and agency clients across EMEA, creating return on ad spend for marketers and generating liquidity in the AppNexus marketplace. I developed and tested best practices around engaging with premium clients operating across multiple markets.Achievements:• Drove revenue and increased engagement with the two largest agency groups on the platform. The agency groups acted as tentpole clients in the marketplace and enabled new business conversations with publishers across EMEA.• Hired and trained six new consultants in two months to support new client growth; invigilating over 40 individual presentations to ensure new starters could onboard rapidly and be quickly effective.• Increased EMEA spend on video advertising tenfold through cross company project with data providers, Google AdX and YouTube representatives by identifying inconsistencies in cross-platform integrations which had caused bids to be ignored.• Implemented time tracking and case management systems for ongoing support clients, simplifying communication and reducing missed issues. Client cases were then effectively tracked and client satisfaction increased in Net Promoter Scores. Show less

As an implementation consultant, then senior implementation consultant and finally project director, I managed teams and projects in the Trace One professional services team. Professional services focused on delivering and configuring the corporate products for retail clients. I provided leadership to teams of between four and ten implementation and technical consultants, varying by project. I ensured that all projects were planned, managed and delivered to achieve maximum value for money for… Show more As an implementation consultant, then senior implementation consultant and finally project director, I managed teams and projects in the Trace One professional services team. Professional services focused on delivering and configuring the corporate products for retail clients. I provided leadership to teams of between four and ten implementation and technical consultants, varying by project. I ensured that all projects were planned, managed and delivered to achieve maximum value for money for clients in the tight timescales demanded by the retail market.Achievements:• Developed Global Sourcing product for Tesco supermarkets - designing core costing engine and managing implementation project. Initial project revenue of £2 million and Global Sourcing product was implemented with two subsequent clients.• Developed Deals and Terms product for entertainment related product merchandising and returns, with a flexible template-based approach that allowed for extension of the client for Sainsbury’s supermarket and Boots Pharmacy.• Delivered project for HMV with 400% return on investment in first year by clearly identifying financial requirements and focusing on value for money. Show less

Worked with:- Railtrack - developer- Countrywide property lawyers - developer/tester- Thomson Travel Group - tester/lead developer- Department of Transport - analyst developer