• Oversee the delivery of all services for a vast portfolio of customers, including building notable and sustained relationships with key customers and acting as the first point of contact for prominent issues• Drive innovation to continuously improve productivity, efficiency, and controls across the department • Revitalised work productivity across coverage, product, and functional partners through the leveraging of relevant meetings and forums to achieve stronger cross-functional collaboration with key stakeholder groups including Sales, Professional Services, Support, and Product and Development teams• Praised by Directors for my strategic project work with the Enterprise team • Effectively allocated team members and resources to different projects in line with divisional targets• Acquired an employee engagement score of 9.1, which is significantly higher than the set benchmark• Successfully navigated and controlled the COVID-19 strategy, including accelerating the company’s retention programme into a pivotal aspect by providing feedback and influence on company direction• Commended by management for ensuring all documentation met formal requirements and standards

• Developing a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map Access’ software features and associated business benefits to address their needs. • Serving as the customer advocate and driving the evolution of Access’ suite of products and functionality that is integral to the customer's success.• Combining customer service skills with technical abilities to achieve greater business value for the customer and attain executive alignment with Access

• Responsible for the successful operation of the support department, encompassing all aspects of staff performance, customer engagement, service delivery, and relationship development• Manage the performance of Support Analysts and Team Leaders, ensuring a high level of performance is delivered through the utilisation of staff appraisal and various motivational tools• Monitor progress towards key performance indicators and provide bespoke training, support, and coaching to ensure targets are consistently achieved

• Directed the provision of consistently high standards across FocalPoint services, ensuring consistent delivery against target through hands on management and a focus on continuous improvement• Worked in close collaboration with Team Leaders, project staff and the customer service team to identify and address service and support issues• Partnered with Product Managers and the development team on multiple FocalPoint product development initiatives• Identified areas for improvement within the support service, and incorporated detailed and viable solutions into submitted proposals

• Oversaw the performance of 6 direct reports to facilitate effective support for FocalPoint, Dimensions and Service Manager products, ensuring bonus targets and KPI’s were consistently achieved• Proactively addressed performance issues and personally adopted responsibility for resolving outstanding and escalated support calls• Conducted training needs analysis and identified areas where individual staff performance could be improved, as well as implementing appropriate coaching, particularly in relation to product knowledge• Carried out quarterly one-to-ones, bi-annual reviews and yearly appraisals, and monitored performance to ensure planned objectives were achieved

• Effectively resolved queries and issues in relation to FocalPoint, Dimensions, and Service Manager products as part of a high performing team• Maintained a comprehensive product knowledge to enable the provision of accurate and helpful responses to a wide range of finance and accounting queries• Investigated discrepancies via remote data interrogation on occasion, and demonstrated excellent skills in VPN and T-SQL script writing