* Project manage the largest and most complex strategic and Enterprise accounts through both challenging and dynamic customer implementations* Master the inner workings of a full enterprise product platform within global organisations* Manage client success efforts to ensure exceptional experiences for multiple levels of leadership and executive stakeholders* Build and maintain strong meaningful relationships with strategic and enterprise clients in a wide variety of industries* Educate clients on best practices and provide professional level guidance* Streamline the implementation process to ensure a positive onboarding experience for the client* Lead client advocacy initiatives to share product feedback internally at Peakon to the product team.* Onboard, mentor and train new customer success teammates* Mentor colleagues on developing their career and core skills/competencies* Strategic and trusted advisor to senior stakeholders on engagement initiatives and strategies* Provide support in enterprise and strategic pre-sales engagements to support large deals* Collaborate with Account Executives & Directors on account plans for upsell/cross sell and renewal activities, identifying risks and creating plans to overcome them* Continuously try to improve best practice process, client and internal toolkits and material that will help clients have a great experience with Peakon* Problem solve on the fly when presented with bespoke requests and challenges clients & internal teammates face* Facilitate and deliver bespoke and standard workshops to support client challenges to enable client stakeholders (Senior leaders, Executives, HR Professionals & Managers)* Deliver Engagement, Health & Wellbeing and Diversity & Inclusion insights and results from client Peakon surveys to key client stakeholders* Work with CS tools such as Gainsight & Salesforce to manage my client portfolio and healthscore

* Project manage the largest and most complex strategic and Enterprise accounts through both challenging and dynamic customer implementations* Master the inner workings of a full enterprise product platform within global organisations* Manage client success efforts to ensure exceptional experiences for multiple levels of leadership and executive stakeholders* Build and maintain strong meaningful relationships with strategic and enterprise clients in a wide variety of industries* Educate clients on best practices and provide professional level guidance* Streamline the implementation process to ensure a positive onboarding experience for the client* Lead client advocacy initiatives to share product feedback internally at Peakon to the product team.* Onboard, mentor and train new customer success teammates* Mentor colleagues on developing their career and core skills/competencies* Strategic and trusted advisor to senior stakeholders on engagement initiatives and strategies* Provide support in enterprise and strategic pre-sales engagements to support large deals* Collaborate with Account Executives & Directors on account plans for upsell/cross sell and renewal activities, identifying risks and creating plans to overcome them* Continuously try to improve best practice process, client and internal toolkits and material that will help clients have a great experience with Peakon* Problem solve on the fly when presented with bespoke requests and challenges clients & internal teammates face* Facilitate and deliver bespoke and standard workshops to support client challenges to enable client stakeholders (Senior leaders, Executives, HR Professionals & Managers)* Deliver Engagement, Health & Wellbeing and Diversity & Inclusion insights and results from client Peakon surveys to key client stakeholders* Work with CS tools such as Gainsight & Salesforce to manage my client portfolio and healthscore

Overall Responsibilities: Relationship & Business Management Renewals & Expansions Advisor Project Delivery Oversight Action Plans, Regular Calls & Business Reviews Trusted Advisor & Client Advocate New Feature Adoption & Migration Advisors Best Practices Consulting (Process, Configuration & Change Advisor) Offering Strategy & Roadmap Education Client Sat, References & Case Studies Client Event Attendance & Client Speakers Knowledge Bases, Webinars & Social Eminence First Point of Escalation

As a Survey Project Manager my role used individual’s skills in consulting, project management and relationship with customer skills to deploy the IBM Kenexa software offerings. The role allowed the individual to work on emerging HR products and tools including, engagement, acquisition, assessment, competency, and cognitive applications. The primary responsibilities include: • Interpreting project scope into deliverables• Requirements gathering• Facilitation of meetings internally and externally• Product configuration• Technical Specification writing• Customer engagement• Stakeholder management• Overall project deliverySkills:• Product & HR Domain Expertise:• Demonstrated ability to competently articulate the IBM Kenexa Unified story, including Cognitive Solutions, and the value proposition for each component - what each product does and does not and the business value associated • Strong technical aptitude with some experience with HR Data & Analytics • Understanding of key HR strategies and thought leadership • Ability to explain solution design and technical consulting services and process system requirements• Solution system design experience and advisory methods to provide value to technical and functional specifications. Business Leadership:• Working with large, complex global client organizations in a client-oriented leadership role• Strong business savvy & situational leadership to influence and communicate effectively with the client • Ability to translate business requirements into functional scope and set client expectations• Ability to identify and manage technical and business dependencies and risks during project execution Advisor: • Situational leadership to influence and communicate effectively with the client• Ability to anticipate client business needs, understand their unique requirements and educate the client on Unified solutions to drive sales plan• Demonstrated eminence and thought leadership

• Project managed data/product transfer from acquired companies to help them align their products and technical support teams to IBM systems, processes and procedures. • Manage Projects to improve quality and service to our IBM Customers• Analyse and provide feedback, using key business unit performance indicators, to help devise strategies on improvements to Service and Product Delivery.• Cross business communication for Product and Service Delivery: service delivery management, product developers, brand managers, finance technical sales and marketing. • Review quality criteria for product releases to ensure the software code meets requirements to effectively support and service products in the field. • Developing, documenting, and implementing worldwide support delivery plans to ensure clients receive seamless software support for their purchased offering. • Supporting, shaping and redefining Service Delivery processes, ensuring consistency for IBM customers. • Advising Product Development on technical support processes• Responsible for preparing the IBM support structure for new offerings and support readiness. • Helping to determine workload projections as input to the staffing plan required to provide support.• Prepare metrics to help in quality plan projections.

• Worked with IBM Acquisitions Project team as the Lead Project Manager for Micromuse Customer Service to transition across into IBM. Matrix managed (both IBM and Micromuse resources) for 5 work streams.• Project Lead for an off-shore project for the start-up and running of new support offices in Bangalore, India This included contract negotiations, budget control, hiring and training of products/processes, procurement and set-up of hardware and software, setting objectives and developing career and training plans. Matrix managed 10 resources for this project. • Stakeholder weekly dashboard reporting/scorecards for key project areas.• Lead Project Manager for the Micromuse acquisitions team for Customer Service. Ensuring a seamless transfer of information and data with regards to customer issues recorded in the CRM, support site, procedures and employee training.• Project managed several major business critical projects for the Customer Service organisation. • Managed change control for ALL major support systems & applications • CRM user/admin/development (Remedy CRM Package)• Key Mediator between Management & Engineers in the Customer Service team.• Provide assistance to management in their day-to-day activities and step into their role when they are out of the office.• Responsible for setting & monitoring, with consultation from Management, the Technical Engineers Quarterly Objectives and at the end of the quarter help in reviewing the set objectives• Worked with external auditors and undertook 6 monthly internal audits within Technical Support for the “Technical Support BS15000 management systems” certification.

Troubleshooting and providing solutions to customer problems. Have good working knowledge of the whole Netcool product suite; the ability to replicate problems to trace faults, finding alternative solutions, product testing to verify bugs or point out limitations, and gathering, compiling and interpreting information from various sources.Product Champion for the Netcool/Precision product suite. First point of contact for the Support Team for any questions/issues that arose within Netcool/Precision. Filter/manage Netcool/Precision issues and then re-assign them to other engineers accordingly. Liaison between Development and Support for Netcool/Precision. Undertake quarterly audits within the department to ensure that colleagues are up to date with procedures in compliance with SLA's. Responsible for Japanese Channel Partner's Netcool issues. Mentoring and training new Support Engineers on proceduresAchieved the Micromuse core certification for the Netcool/OMNIbus product, the "Netcool Certified Consultant (NCC)" exam with a 91% score, and the "Netcool/Reporter Certified Consultant (NRCC)" exam with a 97.5% score.

Dealt with Customers/Partners/Internals to audit/track/issue permanent licenses.Liaised directly with customers to sign agreements and discuss license issues.Liaised with the finance team to get license documents approved.Worked with the Customer Relations team to check entitlement.Worked with a CRM package (Remedy) to update/track requests and licenses issued.