Daniel Gale Email & Phone Number

Cork, County Cork, Ireland

Cork, Ireland

• Working cross-functionally to execute the Customer Success framework and provide program management oversight. Leading the required on-boarding, engagement, enablement, success planning and adoption activities.
• Own & development customer success plans that include appropriate milestones, activities, and regular customer interactions with associated updates, based on customer success service engagement methodology
• Build & maintain governance frameworks, ensuring successful communication structing and accountability across all stakeholders.
• Spearhead cross functional strategic projects and resolve complex business problems that impact strategic direction and impede value realization
• Lead, coordinate and collaborate within key global accounts
• Continuous improvement initiatives/process improvement and development of best practices

County Cork, Ireland

• Accompany, transition and onboard customers onto the most suitable replacement platform by understanding their needs to set the mark for an outstanding customer experience
• Develop customer success plans ensuring that the customers requirements and projects are fulfilled by the most appropriate solutions
• Key contributions to new and un-tried customer success and transition processes
• Forge and sustain exceptional long-term relationships with global enterprise customers to guarantee success, growth and renewals
• Leverage, manage and coordinate internal Professional Services and Sales Engineer resources to secure optimal and continued use of the solution(s)
• Using Salesforce to report on customer success metrics, maintaining a concise level of visibility to all internal stakeholders

County Cork, Ireland

• Establish a trusted/strategic advisor relationship with each client and drive continued value of products and services
• Own overall relationship with client portfolio, including onboarding, renewals, cross-sell / up-sell, churn prevention
• Influence lifetime value through higher product adoption, customer satisfaction
• Advocate customer needs/issues cross-department, building trust and effective cross-functional team interactions with other groups including Finance, Support, Marketing and Engineering
• Enabling partner/reseller growth by means of strategic positioning of managed services and other ad-values

County Cork, Ireland

• Interact and build rapport with customers via telephone, e-mail and chat interface multi-tasking in both English & French
• Communicate in a concise fashion within the team along with other internal teams (L2, L3, L4 and Engineering.)
• Troubleshooting and analytical thinking in order to implement effective solutions for a broad spectrum of clients
• Work as a team (swarming / brain storming) and individually to establish root causes of complex issues
• Worked on a project for a key French partner to improve support experience in conjunction with the lead sales representative

County Cork, Ireland

• Interact with customers via telephone, e-mail and the web, providing solutions
• Escalation of unresolved issues to support leads, designated service groups
• Proactive contact with customers in order to identify, evaluate and prioritize customer problems and complaints
• Work in a team and in conjunction with other departments in order to bridge gaps in helpdesk resolution efficiency
• Coordinate projects, including the statistical breakdown and optimization of ‘first contact resolution.’ Analyse and identifypossible solutions that were missed and could have been applied directly, by proposing a.

Brussels Area, Belgium

• Identified customers to be followed from the client portfolio and proposed sales actions
• Interfaced between Finance Department and clients to resolve financial discrepancies
• Attention to all customer problems. Identified shortcomings to be dealt with as a matter of priority, analysed them andproposed actions in co-ordination with other sales teams
• Helped monitor the trend of the various consumption and customer satisfaction indicators defined by the Head Office
• Hit and exceed targets for customer growth and reactivations

Brussels Area, Belgium

• Management of new customers, satisfying customer needs by taking their orders and providing the necessary assistance andfollow up
• Maintained proactive relations with customers including informing them of marketing activities and establishing personalcontacts
• Problem solving including identification of any such issues and pursuing relevant follow up’s and quality control

Belgium

Brussels, Brussels Region, Belgium