Ed Micklewright Email & Phone Number

After many fantastic years with Cybertill Limited, I’m now looking forward to taking a break and starting my next chapter. Very proud to have helped Cybertill grow and expand into overseas territories! I am now open to opportunities to help progressive organisations grow their EBITDA through optimising their customer experience, loyalty and revenues.-Experienced CCO who adds value by optimising customer loyalty, advocacy and revenue generation. Responsible for end to end customer journey from fulfilment through implementation, process mapping, system training and project management to Service Desk and BAU support in UK, USA and Australia-Experience in building and realising business value in private equity environment and business shareholder exit-EBITDA growth of 20% avg last 3 years-Creating and implementing brand new managed services from scratch in UK, USA and Australia-Change Management and cultural change, structured procedures and policies in varied sectors including perpetual licence and SaaS-Effective on-going performance metric management and continual delivery improvement-Delivered 10% increase in customer satisfaction over a six-month period-Creation and deployment of client retention strategies improving customer retention to 96%-Improved customer-engagement resulting in 30% increase in base sales-Improved new customer on-boarding process to >90% customer satisfaction and deployed customer journey-mapping process to maximise lean take-on of new customers-Introduction of customer user groups to ensure alignment of customer technology requirements and company’s own product and services roadmaps-Increased customer consultancy in product design with ROI cases recording >100% return in weeks.-Executive sponsor for >80% of strategic accounts-Owner of business-critical supplier relationships and performanceSpecialisms• CX improvement: retention, loyalty, advocacy and revenue growth• Operations set up and improvement, UK, USA and Australia• Business delivery improvement• Change management• Team performance optimisation• ISO 9001, 27001• Cloud, SaaS• Profitable professional services Responsibilities• UK, AU & USA customer strategy• Full customer journey from fulfilment through to technical support• Customer services, training, project management and service delivery management• Customer Service Desk• Business' ISO representative• Critical supplier management• Strategic partnerships• Executive sponsorship of strategic customers

Listed skills include Account Management, Management, Cloud Computing, Professional Services, and 11 others.

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  Kingston Upon Thames University

  Geography