Jake Churcher Email & Phone Number

Southampton, England, United Kingdom

Driving and developing the Managed Services business in the UK and the US, focusing primarily on Total Support and Eficode ROOT. Responsible for new customer acquisition for Managed services and the continued adoption and success of existing customers in the Anglosphere regions. Tasked with setting a compelling vision, managing cross-functional teams to bring innovative services to market, and ensuring that our offerings not only meet but exceed customer needs.

Southampton, United Kingdom

The Head of Products is responsible for ensuring that Clearvision products are relevant forthe market, creative, cutting edge and commercially viable.In addition, the Head of Products will be responsible for the delivery and launch ofProducts, including all peripheral activities such as knowledge requirements, training ofthe channel and pilot-management. You will act as the market expert for the productsthey manage. You understand the customer(s), the competition and have an acuteunderstanding of where the technology is heading for the future.You will act as the primary representative on specific product lines within Clearvision andcollaborate with various internal teams in delivering customer solutions - this will includedirect interaction with our customers' and project teams.Duties / ResponsibilitiesAs a Head of Products, your tasks are likely to include:● Taking overall responsibility for the commercial success of your product(s)● Creating product strategy, vision and brand story.● Meeting regularly with all stakeholders, including the Senior Leadership Team.● Collecting analysing and responding to user feedback.● Managing product budgets, financials and KPIs.● Gathering and evaluating ideas and opinions.● Planning new features, changes and improvements to the product suite.● Creating timelines and roadmaps for the development of the product.● Monitor and improve customer retention rates and overall customer satisfaction.● Attending conferences and events related to a product or sector.● Implementing or supporting marketing campaigns independently or in tandem withthe CMO.● Creating and overseeing development and project management processes.● Inspiring and enthusing colleagues and users of the product.● Researching competitors and similar products.● Works closely with sales, marketing and operations to ensure successful productdelivery.

Southampton, England, United Kingdom

The Technical Customer Success Manager helps customers understand how to get the most out of the services they have purchased and identify opportunities for new services that could enhance a customer’s experience.Duties / ResponsibilitiesMaintain overview of all hosting and support customer’s usage of their support hoursWhere support is not being utilised or underutilised, engage with customers to encourage usage of servicesMaintain overview of operational objectives (uptime, SLA performance, etc) and performance against those objectives for all customersPerform quarterly service reviews for strategic accountsWork with renewals team to ensure all hosting and support renewals are logged 90 days in advance and progressed through to completionCollect customer feedback at relevant review points (e.g. half-way through contract term, towards end of contract, post contract)Continuously screen relevant customer tickets for opportunities to expand with further relevant services such as training, consultancy, on-site contractors

- **Support** - Responsible for support delivery, including - Customer support (via support contracts) - Hosted systems support - Internal IT support - Ensure that SLA’s are met where applicable - Responsible for customer communication regarding SLA and contract/account status - Monitor KPI’s against targets - Provision and maintain 24/7 support coverage - Define and maintain SLA’s and terms of business - Suggest support products based on trends and feedback to the product manager- **IT Operations** - Responsible for the growing IT needs of a growing business - Responsible for head office network infrastructure and internet connectivity; network management and monitoring - Responsible for global IT infrastructures such as a global Intranet or IT risk associated with shared office space and remote working - Responsible for internal software systems, such as the telephony infrastructure and Clearvision JIRA, Confluence, Crowd - Responsible for cloud provisions including strategic direction on cloud infrastructure providers and approaches - Define IT standards and policies and ensure that departments adhere to these standards - Define Operational Level Agreements (OLA) and monitor KPI’s against targets - Responsible for Clearvision and customer-hosted IT systems disaster recovery and continuity plans - Responsible for IT security, access management and intrusion prevention and detection - Work towards achieving relevant IT certifications where relevant- **Hosting** - Responsible for delivery of hosted customer solutions - Own escalations with suppliers - Own contracts with current and potential new suppliers - Achieve scalability in the hosting infrastructure through automation and template creation - Responsible for customer communication, e.g. service disruptions or maintenance- **ISMS Management (information security manager)**

Southampton, United Kingdom

**Service Desk Management - Customer Support**- Responsible for support delivery, including - Customer support (via support contracts) - Hosted systems support - Internal IT support- Ensure that SLA’s are met where applicable- Responsible for customer communication regarding SLA and contract/account status- Monitor KPI’s against targets- Provision and maintain 24/7 support coverage- Define and maintain SLA’s and terms of business- Suggest support products based on trends and feedback to the product manager**People Management**- Recruitment of new support and IT staff- Identify and manage vacancies- Drive the recruitment process, interviews- Day-to-day line management of 6 staff, staff development, reviews and well-being

Southampton, United Kingdom

Responsible for assisting and solving clients’ support questions via online engagement and the telephone, on a wide variety of software development tools.Duties Include:• Report to and work under the guidance of the Head of Client Services• Answering client support questions via helpdesk tools and telephone• Proactive support including regular health checks of customer systems and contacting customers to ensure and maintain customer satisfaction• Assist the Sales Team with pre-sales questions• Facilitate Second and Third Line support for escalated issues• Manage and evolve SLAs for support• Take responsibility for ensuring SLAs are met• Provide feedback to:• Management – client satisfaction, market trends and SLA metrics• Sales team – client challenges and new opportunities• Development – client challenges and product opportunities• Create and maintain an online technical knowledge base for clients• Assist with maintaining the technical knowledge base for staff• Work with Beta test customers• Assist with general system administration

Southampton, United Kingdom

Working as part of the service desk team, providing first line technical support to external stores and internal staff members. Answering all requests and incidents to the Service Desk as fed by the phone and email systems, ensuring all calls are answered promptly and politely. Also Managing staff as an acting team lead out of ours.• Working with IT systems including Windows XP/7/8/server2003, Microsoft Office applications and Citrix applications/management portal.• Supporting retail systems including EPOS, RF, VOIP and SAP• Fault finding up to Network infrastructure and Server level • Support for multiple bespoke software applications • Using remote control toolset and software distribution applications• Administering users in active directory

Winchester

Responsible for 24/7 technical help desk services for several different vendors and contracts with multiple users and clients.• Learn and adapt to a range of different products and have a wide understanding of IT• Using a ticket logging system to log customer details and problem descriptions for clients.• Keeping open cases up to date, ensuring specific service level agreements are monitored and maintained.• Taking phone calls and dealing with incoming emails, proactively solving issues with a 1st time fix on the phone, ensuring customers are dealt with by trained and knowledgeable engineers with a good response time.• To identify and resolve failing services quickly• Continuous monitoring of services using a number of tools e.g. NAGIOS, Site Scope.

Southampton, United Kingdom

Responsible for helping and advising customers in the showroom and providing good customer service on the shop floor.• Answering phone calls• Chasing customer leads• Using an ordering system to take customer orders.• Checking stock with a SAP system.• Completing any orders that have been received• Making sure the store is running smoothly.

Bachelor Of Technology (Btech), Computer Science, Double Merritt

Activities and Societies: City and Guilds Qualification, Level 2 certificate in 2D Computer Aided Design.Subjects covered include: PC.

Education record

GCSE’s: 7 B-C grades including Maths, English, Science and Merit in GNVQ ICT