Daniel Hayward Email & Phone Number

San Francisco, CA, US

Brisbane, Qld, AU

Go1 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.

Pleasanton, 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.

Sunnyvale, CA, US

• In 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.
• 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.
• 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.

Sunnyvale, 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.
• 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.

Sunnyvale, 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.
• 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.
• 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.

Sunnyvale, 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.
• 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.
• Worked on significant and unique customer issues which required analysis of situations & data at a deep level.

Louisville, 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.
• 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.
• 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.
• 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.
• 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.

Irvine, 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.
• 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.
• 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.
• 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..

US

• 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.
• 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.
• 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.
• 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.

US

• 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.
• 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.
• Performance Management - Supported Area Coaches to manage any under-performing RGMs and dealing with ad-hoc Employee Relations issues

Apsley, 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.
• 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.
• Team Building - Provided teambuilding solutions at regional, area and new store level using MBTI (Level A/B trained)

Stockport, 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.

Stockport, 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.
• 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

Milton 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)

Certificate, Archaeology In Practice

Certificate, Executive Leadership

Ba Hons, History