Jackie Craddock Email & Phone Number

San Diego, California, United States

Greater San Diego Area

Acquisition of Anite Telecoms by Keysight Technologies- Responsibility for customer support operations for the network emulation product line in the Americas region. - Leadership of a team of Customer Success Engineers and functional management of Application Engineers across several other teams globally.- Cross functional co-ordination with teams such as Research & Development, Product Planning and Order Fulfillment to drive customer issues to resolution.- Management of customer relationships and handling of escalations- Ongoing improvement and development of processes and tools to meet customer needs

San Diego, California, United States

Led and directed customer support staff and regional operations in the US, Canada, Mexico, and Brazil- Built and managed a strong team of engineers with excellent collaboration, high motivation, and low staff turnover, despite geographical distribution of staff across the region.- Recruited, trained, and mentored new team members and defined training needs for the existing team as new products and technologies emerged.- Worked closely with key customer accounts, building relationships to understand market needs and be a trusted advisor to R&D, planning and sales to drive product development initiatives and uncover upselling opportunities.- Analyzed all existing processes based on the needs of customers in the Americas region, leading to significant process improvements and driving operational excellence and business value.- Conducted customer surveys to provide statistics on success of initiatives and saw measurable increases in customer satisfaction – the overall number very satisfied increased from 72% to 91% in a 2- year period.

San Diego, California, United States

Transfer from the UK to the US to establish Anite's San Diego office and build and manage the Americas region customer support team.- Launched customer support operations in the US, working closely with the sales team to deliver pre- and post-sales support to a rapidly growing customer base.- Designed a well-defined escalation process and ensured it was followed to flag high priority or stalled issues, using initial examples to fuel further process transformation.- Created standard operating procedures (SOPs) for on-site commissioning and acceptance test procedures for new deliveries allowing for faster revenue recognition and customer onboarding.

Fleet, England, United Kingdom

Starting with a team of 3 engineers and an Excel spreadsheet for tracking issues, I re-worked our processes as the team grew to 25 engineers in 8 different countries. This included implementation of an issue tracking database and building of Anite's first customer support website.

Stuttgart, Baden-Württemberg, Germany

Working for a small software company was a great way to quickly get a lot of experience in many different areas. My key role was building a team to handle customer support and work closely with the partner company providing the hardware platform. It also meant I was speaking German on a daily basis.