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What I love about SaaS Professional Services is the opportunity to work across multiple functions and drive real impact. It’s far more than just helping customers get time-to-value. A world-class Professional Services team also:- Supports Sales: Closing deals with expertise and insights, building confidence in project success.- Aligns with Customers: Collaborating closely with Customer Success Managers to exceed customer objectives.- Drives Growth: Identify upsell and cross-sell opportunities.- Provides Feedback: Partnering with Product to highlight solution gaps and drive innovation.- Ensures Seamless Handover: Preparing smooth transitions to support teams with necessary context.- Collaborates with Partners: Driving third-party sales growth by increasing knowledge and collaboration.- Educates: Contributing to education platforms and sharing success stories. Exceptional Professional Services leadership is crucial to business success and you're in luck! I’m seeking a new challenge as a SaaS Professional Services leader or senior implementation consultant, ideally within a fast-growing startup or scale-up environment. I thrive in roles where I can bring teams together, align on customer goals, and create meaningful value for both the business and its clients.With 15+ years of experience across startup, scale-up, and corporate environments, I am a results-driven Professional Services leader. I’ve helped businesses scale globally, optimise services teams, and supported two companies through successful acquisitions.Here’s how I drive success in SaaS services:- Customer First: A can-do approach with successful go-lives within 90 days.- Proven Leadership: Scaled Gigya’s services team to 35+ consultants, while maintaining financial discipline.- Operational Excellence: Focused on building simple, effective habits that lead to real, sustainable impact. - Data-Driven Decision Making: Informed decisions based on industry knowledge and data insights.- Empathy & Team Cohesion: I excel at fostering a positive, collaborative environment that elevates those around me.- Crisis Management: Calm under pressure, ready to find solutions and keep things moving forward.I’m eager to connect with forward-thinking companies seeking a dedicated, high-energy leader to build scalable, high-performing services teams that drive customer success and business growth.If you're looking for someone who leads by example and creates an environment where everyone thrives, let’s chat!
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Senior Director, Expert ServicesOptimizelyLondon, Gb
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Director, Customer Solutions GroupMetarouter Aug 2023 - Apr 2024London, England, United Kingdom- Led global support, professional services, and enablement functions- Implemented scalable, trackable, and report-driven support processes- Organized SaaS implementation team with scalable roles and revenue-driven growth plan- Revamped organization to prioritize critical growth needs for a startup- Managed EMEA customer portfolio for customer success and growth -
Head Of Operations, Experiential Loyalty ManagementSap May 2022 - Sep 2023London, England, United Kingdom- Recruited and led a 20-member engineering team in Budapest covering various roles such as engineering lead, front/backend developers, QA, DevOps, and architecture- Successfully onboarded new products into the SAP ecosystem ensuring compliance with SAP development processes, branding guidelines, and go-to-market strategies- Implemented "How we run" processes, product management tools, and development tools; conducted all-hands sessions and executive steering meetings- Held responsibility for the budget and OKRs of the entire loyalty business -
Senior Director, Customer OperationsSap Jul 2020 - May 2022- Led UA team growth from 3 to 9 members, overseeing deliverables including new product launches- Managed lighthouse and early adopter care programs during SAP Customer Data Platform launch- Implemented processes and tools for Product and R&D to enhance alignment and achieve quarterly goals- Accountable for deliverables spanning Security, Marketing, NPS, Tool Migration, and Customer Success
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Senior Director, Customer Success & Services, Emea & MeeSap Oct 2018 - Jul 2020London, United Kingdom
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Director, Professional Services, EmeaGigya Oct 2016 - Oct 2018London, United Kingdom- Grew the EMEA services team to 30+ consultants with consulting hubs in London & Barcelona. Implementation of contractor model allowed Gigya growth without long term commitments- Drove the services business from gross margin negative to 20% profit, allowing us to invest in driving customer success and team progression- Managed on-boarding strategies and forecasting demand for managers and individual contributors to ensure we invested where the greatest value could be driven- Implemented project framework (GigyaWorks) to drive quality, consistency and time to value for customers across the global landscape. Encouraging the customer to adopt GigyaWorks as a fail-safe to be successful- Created the Solution Consultant team to help drive new services business, manage services pipeline, support the sales process and demonstrate our ability to drive success for the customer- Motivated the team culture to a success driven mentality focused on the business and individual- Built relationships across different functions of the business to ensure all departments succeeded to achieve overall business growth- Worked closely with various SAP stakeholders during the acquisition to allow the transition to be seamless for employees and customers -
Manager, Professional Services, EmeaGigya Aug 2015 - Oct 2016London, United Kingdom
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Project ManagerGigya May 2014 - Aug 2015London, United Kingdom
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Senior Project ManagerTeradata Nov 2011 - Apr 2014London, United KingdomKey responsibilities: • Managing client projects to ensure they are delivered to scope, time and budget.• Writing key documents for each project following PRINCE2 methodology.• Technical implementation within the Teradata DMC client software and technical briefing of external resources. • Chairing conference calls and face-to-face client meetings to ensure all aspects of the agenda are covered.Key achievements:• Assigned the task of on-boarding all new clients to the Teradata DMC messaging system.• Stream lining the on-boarding process via new documentation and processes to ensure the smooth transition to the Teradata DMC system.• Expanding the on-boarding team with local and international resource.• Managing the TFL Olympic project, which won a DMA award. -
Emarketing ExecutiveBusiness Monitor International Aug 2010 - Nov 2011Key responsibilities: • Set and oversee the delivery of the global email marketing and communications strategy for all subscriptions products.• Ensure email schedule is optimised and incorporates our large product portfolio and evaluate contact trends across our database of one million to constantly improve the targeting matrix.• Report and track email performance across many campaigns and strategies, ensuring improvements are made, best practise is followed and good use of budget is in place.• Manage relationships with third party providers to continually improve our use of their systems.• Working closely with all other marketing teams to make sure they are getting the best results from email marketing.Key achievements:• 30% growth increase on new subscriptions via emails on last year.• Launched automatic triggered email campaigns for our microsite trial contacts, personalised from the regions account manager to increase one to one communications with key contacts.• Introduced a preference centre to allow contacts to choose how they would like us to communicate with them, ultimately reducing the overall unsubscribes.• Continually testing and developing email templates and tweaking strategies to increase campaigns clicks, opens and conversions. -
Senior Emarketing ExecutiveStoneshot Ltd 2007 - 2009Key responsibilities: • Specialised in digital marketing for the financial sector, leading a team of three ensuring all work was completed timely and to a high standard.• Manage relationships daily as the first point of contact with many high profile customers.• Design and code emails, microsites and advanced forms testing all aspects to meet the client’s requirements.Key achievements:• Winning numerous large contracts with key clients, including global convention microsites.• Project managing the new StoneShot platform that is still in place and used by all clients.• Improving SmartForms for use across new clients to market as a key company product and selling point.
Jonathan Gardner Skills
Jonathan Gardner Education Details
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Computer Science (Hons)
Frequently Asked Questions about Jonathan Gardner
What company does Jonathan Gardner work for?
Jonathan Gardner works for Optimizely
What is Jonathan Gardner's role at the current company?
Jonathan Gardner's current role is Senior Director, Expert Services.
What is Jonathan Gardner's email address?
Jonathan Gardner's email address is jo****@****inc.com
What is Jonathan Gardner's direct phone number?
Jonathan Gardner's direct phone number is +165035*****
What schools did Jonathan Gardner attend?
Jonathan Gardner attended University Of Hertfordshire.
What skills is Jonathan Gardner known for?
Jonathan Gardner has skills like Email Marketing, Digital Marketing, Project Management, Web Marketing, Seo, E Commerce, Web Analytics, Digital Strategy, Analytics, Social Media Marketing, Programming, Scripting.
Who are Jonathan Gardner's colleagues?
Jonathan Gardner's colleagues are Tanzir Islam Pollock, Uyen Dang, Annika Appel, Sara Winter, Zareen Tasnim Raisa, Trisha Ahmed Nurani, Stefan Fabian.
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