James H. Email & Phone Number

Cambridge, England, United Kingdom

• Customer Success Lead working with both UK, EMEA and US clients for an AWS Advanced Services Partner specialising in the Internet of Things.• Working with clients through their project lifecycle ensuring success criteria is met, risks managed and additional opportunities discussed.• Develop and maintain strong relationships with clients to ensure their success and satisfaction with the software and services provided.• Forge close collaborations with multiple AWS teams, cultivating and nurturing robust and synergistic working relationships.• Serve as the primary point of contact for clients, responding to inquiries and resolving issues in a timely and effective manner.• Collaborate with sales, marketing, and development teams to ensure a seamless client experience from initial sale to ongoing support and operations.• Identify and address potential client concerns or issues before they become major problems, proactively seeking feedback and making necessary improvements to the software and services.• Manage and lead the support and operations teams, ensuring that they are delivering high-quality, timely support and maintenance to clients.• Develop and maintain standard operating procedures for the support and operations teams, ensuring consistency and efficiency in processes.• Continuously improve internal processes and workflows to optimize client satisfaction and retention.• Create and deliver client-facing presentations and reports, communicating progress, updates, and recommendations.• Stay up-to-date with industry trends and best practices, sharing knowledge and insights with the team and clients.

Cambridgeshire, United Kingdom

• Working on a new software application project, identifying MVP and core values.• Understand and observe the market, the client, the technology, and the limitations of the problem.• Synthesize the information collected at the first step creating Data Models and Visualisations. • Visualise new customers using the product.• Prototype, evaluate and improve the concept.• Work closely with a small group of clients to test prototypes in live environments.

United Kingdom

• Working within the Sports Sponsorship sector managing clients (Brands, Teams, Leagues, Professional Athletes) across the UK and EMEA for Californian based Hookit.• On-boarding new clients, setting expectations and identifying their KPI's.• Implementing technical setups to ensure accurate reporting inline with client requirements.• First/Second line technical support for all clients within EMEA.• Training new clients on how to use the system inline with their job role.

Cambridgeshire, United Kingdom

• Managing SaaS clients primarily from the not-for-profit sector.• Onboarding new clients onto our SaaS platform and ensure they are adequately trained and supported.• Working closely with the product team to continually develop the product.• Provide regular user analysis on product usage through various methods such as custom SQL queries, custom made dashboards and client/end user feedback.• Educate customers about their SaaS product and provide end-user support and training.• Business development, milestone setting and customer success planning.• Track user flows, report on user engagement and provide client feedback.• Build positive and strong relationships with all clients.• Work with the rest of the team to improve processes by sharing insights on customer enquiries and identifying patterns in issues.• Oversee end user support through various channels primarily Zen Desk.

March, Cambridgeshire

Providing extensive Software Support to various clients across the UK for SaaS business.• Providing extensive technical and product support to customers via telephone, email and online.• Receiving and analysing support tickets, using technical skills to identify and resolve issues.• Pre-emptive problem spotting, identifying and notifying customers or potential issues and offering workable solutions.• Working closely with the development team to identify and record bugs.• Using SQL to investigate issues and some SQL intervention to correct issues.• Identifying and correcting issues with Windows Servers, IIS, FTP, SSL, DNS, Font Embedding, SQL Management Studio and some custom software/coding.• Assisting the development team with testing.• Contributing to the improvement of our SaaS offerings and procedures.• Building and maintaining strong customer relationships.• Updating and maintaining an online help desk system including client self-help areas. • Presenting training courses to various clients of varying skill sets.

Cambridge

• All aspects of the design, development and maintenance of websites to specification ranging from 'brochure sites' to e-commerce websites.• MYSQL database management• Search engine optimisation • Support ticketing system and live chat support• Website testing• E-Commerce platforms• CMS platforms• Remote access networking• Email management and website security • Online marketing and social networking• Dealing with incoming and outgoing sales enquiries to include producing written quotations• Using a Sage-based accounting system for month-end and year-end accounting• Diary management to include organising meetings and making appropriate travel arrangements• General administration duties to include filing, faxing, emailing, dealing with correspondence and stationary orders

Master Of Science - Msc, Data Analytics & Project Management, Merit

Bachelor'S Degree (Hons), Computing, First