Jonathan Gold Email & Phone Number

London, England, United Kingdom

Aptem are pioneers in developing technology solutions for the vocational training, further education and welfare to work sectors. Aptem is the complete solution to enhance every aspect of apprenticeship and vocational training delivery. From employer engagement CRM and recruitment, through to administration, learning, funding and reporting, Aptem addresses.

London, England, United Kingdom

• Acoustic (formerly part of IBM) provides a bundle of distinct Analytics products that helps marketers make smarter customer experience decisions based on insights into behaviour across touch points and channelsLed and.
• Developed the omnichannel support offering provided by EMEA & APAC team members
• Drove the production of high-quality self-service material (FAQs, Videos, and Knowledge Base Articles)
• Recruited and built consistently high performing support teams in UK and India who provided a very high level of customer satisfaction and strong Net Promoter Score (NPS) results
• Worked effectively with business teams and global support management to provide a consistent 24x7 support experience
• Where needed, provided Hands-On 2nd Level Technical Support via phone, email, portal and online “chat”

• Through its Digital Analytics products, IBM helps companies measure, analyse and improve the effectiveness of online marketing programs, directly improving their bottom lineLed and developed the international support.
• Developed the omnichannel support offering provided by EMEA & APAC team members
• Drove the production of high-quality self-service material (FAQs, Videos, and Knowledge Base Articles)
• Recruited and built consistently high performing support teams in UK and India who provided a very high level of customer satisfaction and strong Net Promoter Score (NPS) results
• Worked effectively with business teams and global support management to provide a consistent 24x7 support experience
• Where needed, provided Hands-On 2nd Level Technical Support via phone, email, portal and online “chat”

• Recruited to create and establish a new team in London to provide support to Liquent’s customers in the pharmaceutical industry who used their software solutions to ensure regulatory compliance. Liquent were shortly.
• Established, developed, and managed effective and efficient support teams (7 in UK, 2 in Japan).
• Improved customer satisfaction through the development of strong client relationships and the establishment of enhanced customer awareness within the team
• Drove the development of the support team with a focus on ownership, responsiveness, openness, and technical expertise
• Provided direction, leadership and point of escalation for major issues and constructed action plans to provide resolution.
• Prioritised production of fixes/patches based on customer need and SLAs in collaboration with Product Management and Product Development

London, England, United Kingdom

• Responsible for the provision of a 24x7 Network Operations teams focused on ensuring the availability of both traditional and IP telephony services to the companies’ business customers.
• Delivered a full 24x7 support service utilising 8 staff (six front line, two 2nd Level) based in 2 locations
• Introduced new processes for effective monitoring of the networks
• Constructed training plans to enhance the capabilities of the team
• Managed the handling of major technical issues through to resolution

I established a one-person company to develop websites for small businesses and developed a number of websites (using HTML and JavaScript) for customers across arrange of businesses including hotels, restaurants, retail and services.

NetIQ are a provider of solutions for managing and analysing key components of an enterprise computing infrastructure—from back-end NT servers to front-line applications and Web servers. I was recruited by NetIQ to manage and develop their EMEA Technical Support Group and ensure the provision of a full technical support service to NetIQ's customers and.

In April 1996 I was promoted to the role of EMEA Support Services Manager at Pilot Software with full responsibility for the support of Pilot's Business Intelligence and OLAP products in EMEA. I reported to the Vice President of Client Services based in USA, and designed and implemented a strategy for replacing the 7 existing support operations located.

I was promoted to International Customer Services Manager following a reorganisation of global support services in July 1993. My new responsibilities included the provision of 2nd level support to Pilot’s offices, partners and distributors in EMEA. The team performed so well that 3rd level support was transferred from USA to UK

I joined as a Customer Support Consultant providing telephone technical support to customers in the UK, and to subsidiaries and distributors world-wide. In 1989, I was promoted to the role of Technical Support Team Leader and in October 1992, I was promoted to the role of UK Client Services Manger