Keith Bevan Email & Phone Number

London, England, United Kingdom

London, United Kingdom

Reading, United Kingdom

• Leading 80 Customer Success team members across Europe Middle East & Africa• Account management and project direction and oversight• Manage client revenue for EMEA, comprising of 300 customers with a portfolio value of $20m• Grew margin from 30% to 43% & renewals from 80 to 85%• Key relationship manager between sales, customer base and CSM team• Partner/Channel engagement and collaboration• Developed metrics to efficiently manage utilisation and staffing to maximise profitable margin• Worked with business development and sales to define sales strategies and build growing relationships• Provide executive leadership with broad view into customer experiences and growth plans

Reading, United Kingdom

•Managed team of 15 local and remote customer success managers• Developed global KPI to ensure consistent delivery of service with an emphasis on adoption, retention & expansion• Fostered strong client relationships with strategic enterprise accounts• Ensured the delivery of service level commitments including quality, quantity and fit to each client’s expectations• Expanded CSM model through the partner program• Protected $5m revenue, achieving 80% renewal rate YoY• Instrumental in the operational split of Symantec and Veritas support services teams

• Managing a local and remote team of technical experts, who were responsible for driving product usage/adoption as well as providing reactive on-site expertise • Engaging closely with the Partner community in the Emerging region in order to build a partner-led delivery model for support services• Providing management oversight to critical situations to ensure we meet customer requirements and SLAs• Build and manage collaborative relationships with customers and work with the team to develop reference customers• Evolution of service delivery practices based upon industry trends and competitive analysis• Part of organisation M&A following the merger with Veritas

Reading, United Kingdom

• Responsible for the creation and on-going management of a technical helpdesk, broadband provisioning team and enterprise support account management team • Extensive process design and implementation responsibilities • Responsible for strategic development of systems including order management, inventory management, billing and payments and CRM

Education record

Education record