Kinetic Software (Volaris Group) provides ever-evolving student accommodation, student wellbeing, event and catering management solutions to over 90% of the UKs top universities, helping the management of over 450,000 student bedrooms in over 20 countries worldwide.In this role, as a member of the Senior Management Team reporting to the CEO I am leading the transformation to a customer centric global support model by redefining the strategic vision for my teams. I have responsibility for people covering application support through to Support Engineering, technical service teams and our US Support team.

Gigya was acquired by SAP in 2018As part of the Customer Success leadership team, I was responsible for the operational support of global SAP Customer Data Solutions customers in the EMEA time zones and supporting the APJ region. Global escalation management, including the C-suite where required, to ensure that business impact of any issue is fully understood, communicated and acted upon both within business and with customers.• Managed, scaled and developed a distributed team across Ireland, UK, Israel and India.• One of three senior leaders forming the Support Operational Excellence Working Group (wider SAP CX organisation)• Reviewed and defined KPI & OKR metrics, monitored and executed both sustaining and corrective action plans.• Analysed customer effort scores and the many factors impacting the metrics and sentiment to achieve 10-20% improvement in key customer effort metrics.• Change management (eg. to support the implementation of automation tools to reduce support engineer effort).• Direct engagement with Engineering & Product leadership to improve product satisfaction and to reduce the time taken to develop customer escalations. This eliminated several types of incoming cases, reducing the support load by up to 10% per change.• Worked regularly with Customer Success teams to ensure minimum customer effort to resolve issues.• Provided internal support and escalation point for all internal business teams.• Delivered Premium Services to customers requiring additional assistance during business critical times or events.• Ensured a culture of mutual trust, fun and collaboration was maintained as transitioned from start-up to SAP. • Regularly achieved 100% leadership trust scores in employee surveys.• No external team turnover in 5 years.• Assisted SAP Facilities design our new office space in the Scalpel, London.

• Directly responsibility for the operational running, growth and development of three Client Care teams; Client Care Specialists (L1), Technical Success Managers (L2) and management of a large offshore partner.• Experienced in delivering Regional and Global multi-lingual, multi-channel, multi-location Client Care.• Worked closely with my peers in the Austin, Texas Head Office to ensure consistency in the global service delivery.• Responsible for the global high severity client cases that come into the organisation during the UK working day, based on a follow-the-sun model which I helped define.• Responsible for all Customer Experience Issues, regardless of origin/cause or current business ownership.• Worked in partnership with multiple teams along the customer journey, from pre-sales and sales teams to Research and Development (R&D) teams.• Responsible for any post go-live implementation work.• Assisted in deliverable priority setting on the Agile leadership team within R&D on daily scrumcalls.• Accountable for the success of the people, and ultimately the metrics/SLAs.• Responsible for company culture and celebrating success within my business area.• Defined People development & growth plans in alignment with the business goals, and their personal goals.

• Responsible for Customer relations, Specification, Planning/scheduling, Documentation, Software Development, Software Maintenance and Service Delivery of SaaS Solution.• Regularly assisted, and ran pre-sales meetings.• Managed a development team in Gdansk, Poland.• Deputised for the Managing Director/Owner where required.

• Managed the Professional Services team with financial and utilisation targets..• Rebuilt team to ensure an excellent service was provided to our clients (B2B/B2C)• Assisted Sales team with Pre-sales meetings as a trusted advisor.• Retained responsibilities of Services Manager.

As the Services Manager I was responsible for:• Customer Services• Product Training• Product Quality Assurance• Project Management• Technical Authoring

• Development and Scheduling of courses and ensuring quality, dynamic and interesting delivery.• Specification and development of an internal Learning Management System.• Management of the Consultancy team, including schedules and Statement of Works.• Managed a Developer community support team.

• Consultancy Services to both internal and external customers.• Provided architecture/solutions engineering & code based services.• Service delivery to both Partner channel and direct customers.• Planning, quoting and managing projects from pre-sales meetings, paper specifications through to implementation and training.

• Role created following initial investigation to new emerging Internet Technologies• Aim was to push information from our Support teams to our Partner channel to reduce incoming incidents.• My role was to develop and co-ordinate the design and functionality of the website. Using HTML and JavaScript.

• Joined Pegasus in a Junior Support Analyst role working with their entry level SMB accounting and payroll solution. Support was given to a Partner Channel.• Provided both B2B and B2C support during my time in this area of the business.• Progressed within the department moving to Support Analyst and supervisory positions within the department including Support Manager.