David O'Neill Email & Phone Number

London, GB

London, GB

• Executive lead working globally in collaboration with the CEO and business heads to define, develop, and execute strategic post-sales operational projects that positively impact on revenue retention
• Lead the performance of the Global Customer Success and Technical Support teams (15 people) based in EMEA, Americas and APAC to support SLA achievement through application of a ‘high touch’ account management model
• Work cross-functionally with sales, finance, marketing, HR and engineering to operationalise multiple business areas
• Engage as a credible business partner with client directors (broadcasters, rights holders, production companies)
• Drive the growth of a portfolio of existing business, including contract renewals and client upsell opportunities
• Implemented a new early renewals model and a forecasting model to identify potential ‘at risk’ accounts

Basel, Basel, CH

• Strategic and operational lead for the global Customer Success function, ensuring customer value realisation and driving customer adoption, retention, and growth in a scale-up environment
• Transitioned renewals from the sales team to the CSM team and led the change management process
• Coached the CSM team of 12 based across Switzerland, Germany, France, Netherlands, and the UK
• Worked remotely from Basel with the customer success, onboarding/professional services, and customer support teams to build out operations and drive significant organisational change
• Re-developed and simplified customer onboarding leading to a 10% increase in end user adoption
• Designed post-sales models to effectively manage SME’s as well as multi-million-dollar enterprises within one organisation

London, London, GB

• Appointed by the founders to facilitate the scale-up of the business via the customer success function, owning the entire customer relationship through onboarding, retention, growth, and customer support
• Increased net revenue retention by 5%
• Generated up-sell and cross-sell opportunities, and drove expansion in both enterprise and mid-market accounts
• Implemented a customer success platform and customer health scoring methodology to ensure early intervention for at-risk clients, having identified and demonstrated an opportunity to increase client retention
• Migrated support to an improved support ticketing platform and refined processes, workflows, and guidelines

London, United Kingdom, GB

• Oversaw all aspects of the post-sale customer relationship in a scale-up environment, onboarding, retention, growth, training, adoption, and customer support
• Led and coached a team of 3 customer service managers supporting enterprise clients such as IBM, VMware and PwC with major influencer marketing strategy and campaigns

London, UK, GB

• (Acquired Cision UK)
• Delivered significant improvements in post-sales customer service excellence, leading 25+ staff across professional services, support, and training teams, and provided pre-sales support for the sales and account.
• Implemented a proactive, low customer effort approach to customer support

Chicago, Illinois, US

• Recruited and coached a high calibre professional services team dedicated to maintaining high levels of customer service and ensuring project delivery within key SLAs
• Improved project efficiency by 20% and implemented a quick-response service delivery model for mid-market level clients
• Post-acquisition, collaborated with French customer services team to restructure their customer services operation
• Sole project lead for PR and marketing cloud software platform system implementation projects

London, GB

• Trained new and existing clients and produced monthly executive summary media coverage reports for key clients