Harry Burnett Email & Phone Number

London, United Kingdom

- Following success with key accounts in EMEA, I was promoted to lead Customer Success teams managing key accounts across North America and EMEA, with global responsibility for forecasting, adoption, retention, and growth. I work closely with CSMs and customers to align team efforts with measurable customer value and overall company goals.- Hire, onboard, develop, and coach CSMs and Team Managers to effectively manage customers throughout the customer journey. Empower teams to proactively address customer needs, anticipate challenges, and consistently exceed expectations.- Drive customer retention and account growth by aligning customer success strategies with business objectives, achieving retention, ACV, and Customer Success opportunity targets.- Design and implement customer journey frameworks, including success plans and annual business reviews, to deliver consistent and meaningful customer experiences.- Lead the team in developing and implementing success plans centered on outcomes, ensuring customers achieve tangible business value.- Partner with internal stakeholders, including sales and renewals teams, to forecast, communicate risks, manage escalations, and provide actionable insights into customer success initiatives.- Equip teams with tailored dashboards and insights to mitigate risks, monitor account health, and identify growth opportunities.- Leverage analytics and customer feedback to refine processes, enhance product adoption, and drive measurable business impact.

London, England, United Kingdom

- Managed customer portfolios across two distinct EMEA segments, with strategic responsibility for driving success in each.- Led a dedicated team focused on key clients, delivering a high-touch service to enhance platform adoption, retention, and upsells using proven Customer Success methodologies.- Oversaw the portfolio segment, collaborating with CSMs to implement a 1:many and digital customer success service. Utilised webinars, office hours, and digital campaigns to drive adoption and retention, while leveraging risk-based and data analysis to identify and prioritise key initiatives.- Accountable for forecasting, adoption, and growth across both segments, ensuring alignment with overall business objectives.

London, England, United Kingdom

- Developed high-performing team, equipping them for success in different types of customer engagements, from impactful demos to in-depth consulting.- Established a universal health check program, enhancing adoption and retention.- Personally engaged with clients, fostering platform adoption, while guiding team members in their territories.- Pioneered new processes and methodologies to align with team expansion.

London, Greater London, United Kingdom

- Identified and supported challenging renewals with product demos and best practices- Drove product adoption through deep dive consulting sessions with customers, identifying improvements and configuration updates to support their overall privacy and security program goals- Being one of the early members of the Customer Success team, requirement to develop and document internal team processes to increase adoption and customer retention

London, United Kingdom

I was responsible for the delivery of complex network and communication projects for our biggest customers. I owned and planned all components of the project, being the main point of contact for the client from initiation to completion. I managed multiple customer projects at at time, going through the full project lifecycle with each.

London, United Kingdom

• As part of the Service Management team delivering an application and infrastructure service to the Home Office, I acted as the link between the client and the service.• I was responsible for ensuring the internal infrastructure and application support towers provide a high quality service to meet the highly critical requirements of the UK Border Force, delivered through ITIL best practices.• I also had additional responsibilities to identify how we could further the use of automation on the Home Office account to improve productivity and save costs, utilising a 3rd party.

Uk

After being recognized for my writing communication skills, whilst working in my full time role I also supported bid teams developing transition and project service solution responses for potential new customers.

London, United Kingdom

I was assigned the role of Service Desk Project Manager at a critical time in a major customer's Transformation Programme, with accountability for ensuring our Service Desk was equipped to support a programme of work to rollout refreshed laptop and desktop devices to 4,000 users, delivered by an external third party.This Programme was highly visible to the customer as it introduced the user community to new Cloud-based applications (such as Office365), and offered new contact channels for users to engage with the Service Desk, such as a new Service Portal.My responsibility is to engage with and improve the quality of collaborative working with the supplier, to ensure they fulfill their contracted deliverables which are a pre-requisite for the Service Desk to operate effectively. This is being achieved and the operational relationship with supplier has improved measurably as a result.I have subsequently taken on additional responsibilities as Service Manager and Deployment Manager, which has enabled me to develop leadership and operational skills, working in a real-life, fast pace client delivery environment for one of our most important customers.

Uk

My responsibilities in the Practice began with developing and expanding Atos’ internal SIAM practitioner community and the methods by which we share information and drive collaboration across that group.I was assigned sole responsibility for leading the development and implementation of educational products to fulfill that objective. This involved me working with SIAM Practice colleagues, Learning and Development colleagues and an offshore eLearning development team in India. This culminated in the creation of 5 different training products, available through a range of mediums, targeting specific areas of the business.

Lymn

Placement year as part of University Course. I had to ensure Dr Schar UK was able to meet its corporate and strategic objectives through the provision of appropriate IT & reporting solutions. I provided management with appropriate systems and reports to complete day-to-day tasks.

Bachelor Of Science (Bsc), Business Information Technology, First Class Degree

Education record