Jason Hodgkinson Email & Phone Number

United Kingdom

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.

Mountain View, CA, US

• 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.
• 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).

Austin, Texas, US

• 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 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.

Kettering, Northamptonshire, GB

• 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.

Kettering, Northamptonshire, GB

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

Kettering, Northamptonshire, GB

• 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.

Kettering, Northamptonshire, GB

• 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.

Kettering, Northamptonshire, GB

• 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.

Kettering, Northamptonshire, GB

• 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.