Daniel Hayward Email and Phone Number
Founder and Principal Consultant | SaaS Customer Success and Experience Expert at
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Customer Centric Consulting llc
San Francisco, CA, US
Daniel Hayward's Location
San Francisco, California, United States, United States
Daniel Hayward's Contact Details
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About Daniel Hayward
I am passionate about people, customers, and leadership. Throughout my career I've had the privilege of transforming both customer success and talent acquisition teams in some amazing and successful organizations. - Authentic leader with deep experience leading international, multi-functional teams in fast-paced, high growth environments- Excellent track record in reducing churn, driving adoption, retention and growing customers- Experience of scaling Customer Success & Services operations and working directly with clients to build senior-level relationships & grow business partnerships- Recognized manager and coach, skilled in talent identification and developmentI endeavor to lead through openness, honesty and vulnerability, I am truly committed to building an environment where everyone around me feels that they have a voice, a role and a contribution.
Daniel Hayward's Current Company Details
Customer Centric Consulting Llc
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Founder and Principal Consultant | SaaS Customer Success and Experience Expert
San Francisco, CA, US
Daniel Hayward Work Experience Details
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Founder And Principal Consultant | Saas Customer Success And Experience ExpertCustomer Centric Consulting LlcSan Francisco, Ca, Us
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Chief Customer OfficerGo1 Jul 2023 - PresentBrisbane, Qld, AuGo1 is the world’s content expert and largest learning ecosystem powering the pursuit of potential. With expertly curated content spanning more than 100,000 courses from hundreds of industry-leading providers, Go1 delivers a seamless experience for both L&D leaders and employees in a single, easy-to-use platform. -
Chief Customer OfficerDegreed Jun 2021 - Jul 2023Pleasanton, California, Us- Lead all post-sales GTM Functions, including our Implementation, Customer Success, Technical Services, Global Support, and Professional Services teams of over 150+ amazing and dedicated employees in 12 countries- Developed and deployed an end-to-end CX strategy to service our existing portfolio of clients, at over 100m ARR and to support growth to 500m and beyond- Restructured and rationalized multiple post-sales organizations to align with our client journey and to ensure that we now effectively implement adopt, optimize and renew - Reduced Implementation Time to Value by 20%- Maintained a best-in-class Gross Renewal Rate of 95%+- Increased Customer Success Upsells to over $1m per quarter - Increased CX Activity / Usage Metrics by over 70%- Implemented a new Value-Based Tiered Service Model to our entire client portfolio, ensuring that we maintained client satisfaction whilst creating differentiation, cadence, duration, and method of delivery - Reduced CX cost as % of revenue by 27%- Maintained CX Partner Score and high NPS- Launched both a Paid and Professional Services offering as a value accelerator to existing ‘world-class free’ Customer Success Offerings for clients, including Technical, Product, and Functional Consulting and Staff Augmentation. This resulted in further CX cost amelioration of c.$2m per Annum ongoing and created an 8m+ services pipeline for FY24 - Built strong customer C-level relationships to solidify partnerships, and operate as a valued and impactful senior executive in the business at a system, rather than sub-system level- Provide ongoing feedback to sales, marketing, product, and engineering, ensuring our customers' voices are always in the room and that the business understands their future needs to inform the product roadmap- Led and refined our Client Advisory Board, ensuring that it was Globally representative, had a clear purpose within the business, and was an active, innovative and impactful community -
Head Of Customer Success, AmericasLinkedin May 2018 - Jun 2021Sunnyvale, Ca, UsIn traditional businesses, the customer relationship ends with the purchase. But in a subscription business, the customer relationship begins with the purchase. This is where Customer Success comes in. Simply put, the LinkedIn Customer Success team exists to help our customers to achieve their desired outcomes from their LinkedIn Talent Solutions software investment.• Leading the largest Customer Success Organisation at LinkedIn (5 Segment Leaders, 17 Manager, 150+ people) with segments focussed on SBS, Mid-Market, Large Business, Global Accounts, Government, Non-Profit and Canada.• Consistently exceeded Adoption, Utilisation and Revenue Retention targets for a business of 1.7B+ USD annually.• Led the Global Covid19 Customer Response Initiative and Team focussing on Team Enablement, Customer Support, Commercial Flexibility Options and Real Time Sentiment Tracking.• Developed and evolved the Americas CS organisation from a static support function to a proactive, commercial and results driven team, with a customer centric strategy for tailoring support to meet client investment and need.• Partnering closely with Sales and other cross functional teams to embed new Tiered Support Strategy, align resources to areas of greatest need whilst allowing for dynamic mapping for prioritized accounts.• Sponsor our Regional Diversity, Inclusion and Belonging Initiative to ensure that we create an environment that truly champions equity, and where everyone can show up every day and feel supported, be themselves and achieve amazing results.• Partnered with Product and Engineering teams to develop and launch new product lines, designed to make core offering ‘stickier’ and drive value from the entire ecosystem. Scaled from initial 8 customer charter to 800+ logos in 18 months• Led development and deployment of CSM ‘Lead Generation’ Initiative, tracking to identify over 100m+ USD in add-on / upsell opportunities for 2020/21 -
Head Of Customer Success, EmeaLinkedin Aug 2016 - Aug 2018Sunnyvale, Ca, Us• Developed and scaled the overall Customer Success organisation (from 60 to 120+ people) for Europe, Middle East and Africa.• Working closely with Sales and other cross functional teams to align overall customer strategy.• Led Scaled Support/Outsourcing strategy which created over 10m USD in annual savings, with no impact on customer onboarding, engagement and utilization metrics. This model has now been scaled globally allowing the redeployment of 30+ CS headcount.• Multiple International leadership roles, including spearheading CS Model / Realignment Strategy, Integration of Customer Support and Customer Success Orgs, and the development of Post Sales Strategy for Multi-Year Deals.• Scoped, developed and introduced new ‘Customer Success Analyst’ roles with core objective to provide dedicated support for our high touch account teams and customers with data, insights and competitive intelligence. • I also led a global team of Technical Consultants across LinkedIn's Talent Solution Business, supporting the Senior Technical Manager to transform this team with a vision and strategy to achieve maximum business impact, and to ensure that our customers achieved their goals through optimised usage of our products at scale.• Consistently achieved targets for customer success through revenue retention for 500M+ USD annually.
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Senior Manager, Customer Success, EmeaLinkedin Jan 2015 - Aug 2016Sunnyvale, Ca, Us• Scaled a now proven post-sales support strategy to the full EMEA region and grew the team to 50+ CSMs in 12 offices throughout the region supporting revenue of 300m+.• Refined success metrics, role profiles, customer engagement models to support SBS, Mid-Market, Enterprise Clients with a focus on tiered support and dedicated CSMs for our largest and most complex customers.• Standardized and deployed Customer Success Plans Globally, resulting in over 9000+ Clients Objectives, Goals and Success Strategies captured in our CRM which form the basis for all future post sales engagement strategies. • Implemented ‘Flagging Process’ to prioritize accounts based on need, Growth, Risk or Complexity, which was adopted Globally and led to a strategic shift in focus and a significant reduction in churn (4x outreach and 25% less churn in Flagged Accounts).• Instituted a Leadership Pipeline strategy to grow and develop managers internally, resulting in a talent pool of diverse potential leaders, all of whom are now stand out CS leaders at LinkedIn and external organisations.• Partnered globally to develop, resource and deploy a Scaled Learning Strategy to allow CSMs to shift focus from training to more value added, consultative activities. • EMEA Cross Functional Superhero Award 2017 | EMEA Manager of the Year 2016 | Presidents Club Winner 2016.
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Manager Customer Success, Uk & Ireland Linkedin - London, UkLinkedin Sep 2013 - Jan 2015Sunnyvale, Ca, Us• Built a team of dedicated Post Sales Professionals from scratch, starting with a loose alignment of 6 TA consultants, developed the team over the next 2 years into a structured, focussed and aligned team of 15+ CSMs with clearly defined roles, strategies and measures.• Created and led Customer Success Meet Up and Networking Series in London, Dublin, Amsterdam, Paris and Dubai.• Led the designing and reengineering of post sales processes to drive consistency of product rollout, adoption and support.• Consulted and translated broad strategic Customer Success intent into tactical solutions and plans that yielded visible, incremental changes towards long term vision of Talent Solutions at LinkedIn.• Engaged with leadership from cross functional partners in Product, Sales and Support functions to determine and align activities. While also maintaining the goal of monitoring progress, revenue retention and quality customer engagement.• Worked on significant and unique customer issues which required analysis of situations & data at a deep level.• Gathered feedback on products from the field and communicate them to engineering teams to facilitate field level feedback.• Partnered to develop and refine targets for customer success focussed on growth and revenue retention for a business which grew from 35m to 150m+ in 24 months.
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Head Of Talent Acquisition And Employer BrandYum! Brands Sep 2011 - Sep 2013Louisville, Ky, Us• Leadership – Led the Talent Acquisition team for Pizza Hut USA who oversee attraction, selection hiring processes that support our corporate offices and over 6500 locations in the USA. Recipients of the DFW Corporate Recruitment Team of the Year 2012• Employer Branding - Developed an Employer of Choice Strategy leveraging EVP findings to integrate all candidate touch points in tone, texture and promote PH as the best place to work within the restaurant industry and the DFW area • Social Media Innovation- Developed ‘Pizza Hut People’ Pizza Hut USA’s online and social media strategy for targeted attraction and interaction; including new interactive careers portal, Talent Network of over 2.5mm, LinkedIn, Pinterest, Facebook (2nd largest Careers focused page on FB) and targeted/team twitter channels• Talent Management - Developed Strategic Talent Management Plan with HR Generalists, Development Team and Operations partners to proactively identify and develop talent to meet business needs and address talent gaps within functions. Resulting in a step change Operations Management selection process, defined and implemented a breakthrough attraction, and selection process • Executive Talent Acquisition - Personally lead staffing for Director and Executive Level positions within Pizza Hut through direct sourcing and effective partnership with external agencies.• Technology Integration - Strategic leadership of all recruitment technology touch points, including implementing Jobs2Web’s ‘talent network’ platform and, the leading the transition from Kronos to Kenexa ATS and the development and integration of ‘Success Profiles’ our bespoke Operations Leadership competencies• Process re-engineered - all staffing process, measures and capability; evaluated and implemented upgrades to HQ and Field Staffing Processes; including streamlining and developing a ‘right size’ campus recruiting program for Pizza Hut including school selection, -
Manager, Hrbp / Global Talent ManagementYum Brands! Aug 2010 - Sep 2011Irvine, Ca, Us• Broad HR and Employee Relations Leadership - Provided HR leadership of US Central Support Centre (450 plus employees), led, refined and measured the ‘People Vision and Strategy’, with particular focus on clearly demonstrating business impact and building a legacy strategy• Global Talent Strategy - Managed the Yum Restaurants International (YRI) global eRecruitment strategy implementation; including ‘up front’ sourcing and negotiating with vendors. Partnered with Staffing Leaders from our international markets (Poland, Australia, Asia, France, Germany, South Africa and Russia) to share best practice and understand their business, specific in market needs and requirements • Diversity Program Management and Development - Managed Yum Brands Diversity strategy with regards to Talent Acquisition developing partnerships with local and national organisations (GLIP, MLT). Led the first ever cross brand / cross functional MBA diversity search in partnership with the Management Leaders of Tomorrow (MLT) in 2011. Leveraged an integrated online approach to reach candidates prior to, during and after the event• Campus Recruitment - Project Managed the 2011 HR MBA ‘Talent Search’. Developed a new strategy to better engage, educate and evaluate students from our three partner schools, prior to a HQ visit and selection process. (Utilizing existing graduates, blogging and social media) -
Recruitment And Hr Technology ManagerYum! Restaurants International (Kfc Uk & I) Nov 2008 - Aug 2010Us• Employer of Choice Strategy - Developed and managed KFC UKI Employer of Choice Strategy and Implementation which led to Yum Brands first ever ‘Great Place to Work’ recognition and 2nd place in Britain’s Top Employer 2012. Leveraged EVP work to develop a recruitment strategy for KFC UK. Building tools and materials for more effective marketing strategies and tactics to improve candidate experiences, applications and overall candidate flow • Workforce Planning - Developed and drove internal workforce planning, building upon the existing people planning process to ensure 100% right people in right roles in the RSC – worked with peers to plan and execute plan, led the AOP (Workforce planning program)• Project Management - Project managed numerous HR Technology initiatives including HRIS and HR Learning system implementations. Developed and Launched KFC Career site and Kronos ATS after successful trial and clearly demonstrated increased quantity and quality of candidates through the internet• Increased Cost Savings and Increased ROI - Maintained Zero usage of Agencies for Restaurant Management Positions throughout 2009 -10, reduced average cost per hire to £403, reduced field recruitment cost to £32,000 in 09 from £350,000 in 07 and migrated HQ recruitment from 100% agency dependency to 75% direct by Q4, reduced cost per hire to £3193 from £12,000 -
Regional Hr Business PartnerYum! Restaurants International (Kfc Uk & I) Sep 2007 - Nov 2008Us• Employee Relations & Leadership Coaching - Partnered with the Regional Director and support 8 Area Coaches in all aspects of their business from a people perspective including people planning and development, Talent Management Recruitment, and Employee Relations. Drove organization effectiveness through development of great partnership with Ops partners including working with the ER advice line to deal with issues and minimize ET claims and managing any refranchising via TUPE• Talent Management - Managed Talent through resourcing and selecting Restaurant General Managers (RGMs) and Assistant Restaurant General Managers (ARGM’s). Drove the internal talent pipeline that ensured we had the right people are in the right place and built our bench strength. Partnered with the Regional Trainer and trainer RGM’s in working towards 100% fully trained Management teams in all stores• Performance Management - Supported Area Coaches to manage any under-performing RGMs and dealing with ad-hoc Employee Relations issues
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Hr Business ManagerMothercare Plc. Jun 2004 - Sep 2006Apsley, Hemel Hempstead, England, Gb• Employee Relations & Leadership Coaching - Provided support on all people issues and ensured that HR policies were implemented consistently e.g. Disciplinaries, staff scheduling, contractual changes. Led the recognition / performance management processes, including the annual Performance Review and PDP’s/PIP’s• HIPO Talent Management - Managed the recruitment onboarding and ongoing support of high calibre new management. Identified management training needs across the region and ensured appropriate development programmes were in place to develop the capability of current and future managers which included mentoring Trainee Managers • Team Building - Provided teambuilding solutions at regional, area and new store level using MBTI (Level A/B trained) -
Human Resources ManagerExpotel Hotel Reservations Ltd Dec 2000 - Jun 2004Stockport, Cheshire, Gb• HR Policy and Strategy - Developed corporate strategy, policy and procedures relating to areas of HR, Recruitment, Training and Development.• Employee Engagement - Successfully led Expotel’s ‘Investors in People’ application and subsequent gaining of the award within a year (with merit recommendations from assessor) and continually administered and evaluated organisational climate surveys -
Recruitment And Training ManagerExpotel Hotel Reservations Ltd Oct 1999 - Dec 2000Stockport, Cheshire, Gb• Organizational Development - Developed and delivered training workshops including basic skills training, personal development and motivational courses, designed to address the broad needs of the organisation and individuals alike• High Volume Recruitment and Retention Strategy - Managed the sourcing and provision of cost effective recruitment and retention initiatives or all four UK based call centers and sister companies
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Regional Training OfficerSainsburys Homebase Jul 1995 - Nov 1999Milton Keynes, Gb• Provided an efficient training service to over 20 stores in West London including needs analysis, training delivery and facilitation• Provided recruitment and selection service in support of new store openings, including the opening of two West London Flagships (Swiss Cottage and North Finchley)
Daniel Hayward Skills
Talent Management
Employee Engagement
Recruiting
Employee Relations
Human Resources
Change Management
Workforce Planning
Organizational Development
Hris
Organizational Effectiveness
Sourcing
Employer Branding
Applicant Tracking Systems
Coaching
Team Building
Leadership Development
Organizational Design
Leadership
Social Media
Social Media Marketing
Process Improvement
Social Networking
Management
Strategy
Team Management
Recruitment Advertising
Relationships Matter
Members First
Taking Intelligent Risks
Demand Excellence
Innovator
Talent Networks
Social Media Measurement
Staffing And Recruitment
Social Media Strategist
Learning And Development
Training Delivery
Hr Strategy
Acts Like An Owner
Talent Acquisition
Personnel Management
Deferred Compensation
Training
Hiring
Hr Policies
College Recruiting
E Recruitment
Erecruitment Technology
Recruitment/retention
Corporate Recruiting
Project Management
Strategic Consulting
Software As A Service
Salesforce.com
Cross Functional Team Leadership
Customer Success
Strategic Vision
Cross Cultural Communication Skills
Customer Experience Design
Diversity And Inclusion
Business Development
Daniel Hayward Education Details
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University Of OxfordArchaeology In Practice -
Cornell UniversityExecutive Leadership
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University Of SouthamptonHistory
Frequently Asked Questions about Daniel Hayward
What company does Daniel Hayward work for?
Daniel Hayward works for Customer Centric Consulting Llc
What is Daniel Hayward's role at the current company?
Daniel Hayward's current role is Founder and Principal Consultant | SaaS Customer Success and Experience Expert.
What is Daniel Hayward's email address?
Daniel Hayward's email address is dh****@****eed.com
What is Daniel Hayward's direct phone number?
Daniel Hayward's direct phone number is +197233*****
What schools did Daniel Hayward attend?
Daniel Hayward attended University Of Oxford, Cornell University, University Of Southampton.
What are some of Daniel Hayward's interests?
Daniel Hayward has interest in Hiring Technology, Social Media, Human Capital Strategy, Employee Relations/labor Law, Ats, See 7, Children, Workforce Planning, Hr Generalist, Proving Roi.
What skills is Daniel Hayward known for?
Daniel Hayward has skills like Talent Management, Employee Engagement, Recruiting, Employee Relations, Human Resources, Change Management, Workforce Planning, Organizational Development, Hris, Organizational Effectiveness, Sourcing, Employer Branding.
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