Marc Lewis Email and Phone Number
Customer Success Leader | SaaS business leader | Start up/Scale up business | Building high performing teams at
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Deltek
Marc Lewis's Location
Borehamwood, England, United Kingdom, United Kingdom
Marc Lewis's Contact Details
Marc Lewis work email
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Marc Lewis personal email
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Marc Lewis phone numbers
About Marc Lewis
With over 20 years of experience in Consulting, Customer Success, and Support across industries like Digital Transformation, Cybersecurity, and Media, I bring a wealth of knowledge and a customer-centric approach to every role. My career is marked by a strong ability to adapt to new industries and drive positive outcomes through a deep understanding of customer needs.In leadership roles at Secure Code Warrior and Matterport, I enhanced Customer Success functions, impacting key metrics such as NPS, NRR, ARPA, LTV, and ARR. At Duo Security, I scaled the Customer Success and Support teams in the EMEA region, demonstrating my capability to grow and develop high-performing teams.Currently, I manage a product portfolio of five project-based products, where my Customer Success Management (CSM) team is responsible for driving value and owning the renewal process. I excel in building cross-functional relationships with Sales, Marketing, Product, Engineering, and Channel/Partner teams, ensuring a cohesive and customer-focused strategy. As an ambitious and detail-oriented leader, I am dedicated to exceeding customer expectations and fostering growth.
Marc Lewis's Current Company Details
Deltek
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Customer Success Leader | SaaS business leader | Start up/Scale up business | Building high performing teams
Marc Lewis Work Experience Details
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Director Of Customer SuccessDeltek Jan 2024 - PresentHerndon, Va, Us
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Director Customer Success EmeaMatterport Feb 2022 - Aug 2023Sunnyvale, California, UsMatterport is leading the digital transformation of the built world. Our groundbreaking spatial computing platform turns buildings into data making every space more valuable and accessible. Millions of buildings in more than 150 countries have been transformed into immersive Matterport digital twins to improve every part of the building lifecycle from planning, construction, and operations to documentation, appraisal, and marketing. -
Head Of Customer Success Emea At Secure Code WarriorSecure Code Warrior Dec 2019 - Aug 2021Sydney, New South Wales, AuWe are a secure coding company that has developed an online secure coding platform that gives Developers the help they need to think and act with a security mindset every day. Companies can then scale their secure coding excellence as coders and Development teams build and verify their software security skills, gain real-time advice, and monitor skills development. -
Senior Manager, Emea Customer Support And SuccessDuo Security Aug 2017 - Dec 2019Ann Arbor, Mi, Us -
Manager, Customer Success And Support EmeaDuo Security Aug 2015 - Dec 2019Ann Arbor, Mi, UsDuo Security is on a mission to provide advanced security solutions for organizations of all sizes. Duo’s innovative technology protects users, data and applications from credential theft and breaches with a focus on streamlined usability. The company was co-founded by CEO Dug Song, a major contributor to the security community, and CTO Jon Oberheide, expert cloud, mobile, and malware security researcher.
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Service Manager - YouviewAccenture Mar 2014 - Aug 2015Dublin 2, IeLeading the off shore team based in India, accountable for the Service Management processes ensuring client satisfaction around the following services:o Change Managemento Release Managemento Problem Managemento Incident Management/Major Incident Management- Responsible for identification and implementation of new ITIL related processes, including guidance around required training of the off-shore Operations Bridge.- Deliver appropriate and effective communications to client/management and/or 3rd party vendor on issue escalation and resolution at all stages.- Establish and maintain relationships with clients within the Service Management team, and key Technical Teams.- Input into contract initiatives. -
Technical Service Manager - ItvAccenture Nov 2013 - Mar 2014Dublin 2, IeKey Responsibilities:• Manage the service delivery and performance for each business area, taking ownership on all priority incidents and effectively managing the activities to resolution as well as communicating the outcome to the business in a timely manner.• Work with each business division to develop and plan technical changes, ensuring that best practice is followed with full impact assessments and change control applied.• Support each business division with the planning of Key Application roadmaps and Infrastructure Changes. Developing a pipeline / roadmap of likely work to ensure that we can secure the required resources to deliver these effectively across the account. Contributing to any Accenture ITV resource and project planning• Help plan and manage effective delivery of additional work requirements and projects by working with the divisional teams to define requirements and scope for additional work. Securing the resources to deliver this additional work through the managed Statements of Work process. • Shaping ITV’s demand so that we can most effectively use the resource pool to deliver work to ITV. This includes the management and co-ordination of resources across all divisional team projects.• Represent the service delivery team at governance and service meetings to help shape the technology change process.• Manage risks, issues and problems associated with each business division, securing acceptance and acknowledgement of the risk or creating a plan to ensure that the risk is reduced to an acceptable level or removed completely.
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Service Management / Service Introduction LeadDigiplug - An Accenture Company Jul 2007 - Nov 2013Managing the implementation of the Service Introduction/Transition programs for all new platform releases. Work with internal operation teams to ensure that new functionality introduced is understood and process gaps are identified and closed.Part of the role is to ensure that all client users are trained on any new functionality introduced as well as ensuing that internal teams have the tools in place to be able to service and provide support to our clients.Develop and deliver training material to front-line client users and assist on a daily basis all users using the systems, raising any defects found and seeking and applying workarounds where necessary / required. Managing risks and issues; identifying, designing and deploying process improvement programs.I work with business development; finance and legal teams to ensure all deal requirements are met during operational set up.
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Senior Client ManagerDigiplug - An Accenture Company Jul 2007 - Nov 2013The key issue identified in the beginning of my role with Digiplug was the negative relationship which had developed with a key client. In my role as the Senior Client Manager, I identified that my primary objective was the rebuilding of the relationship through improving how Digiplug delivered the mobile personalisation supply chain service. Achieved and ultimately surpassed this objective as the strengthening of the relationship has prompted the client to express an interest in taking advantage of further services Digiplug are able to offerBased on the success I have achieved, I am also involved in the account management of other services Digiplug deliver.I Work closely with both external clients and internal project teams and play an integral role in delivering a first class service to all of Digiplugs clients.The personal relationships I have built with my clients create a relationship of trust and respect. I am regarded as a key part of the service that Digiplug provide.I work with the operational and support teams to ensure that any interactions with Digital Service Providers, or directly with our clients, are performed in a professional and timely manner. Managing risks and issues; identifying, designing and deploying process improvement programs.Part of my role is to co-ordinate commercial / contractual activities including responsibility for service change requests (CR) and the escalation point for clients. I travel across the EMEA region, visiting clients and providing them with updates on new services, products and process that Digiplug have launched.
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Emea Client Service ManagerGroove Mobile Feb 2006 - Jun 2007UsRoles and Responsibilities:Account managed all Groove Mobile deployments in EMEA (3UK and 3 ROI, Orange UK, Telenor, PTC, T-Mobile Hungary, TMN and SRR).Conducted regular onsite visits with all deployments to review performance and discuss marketing activities and present new applications/enhancements.Managed marketing initiatives leveraging the capabilities of Groove's internal music specialist (exclusive content, sms campaigns, creating deep links on operator's home page).Worked with Project Manager to enhance the efficiencies of operations, ensuring deadlines are met and expectations are managed.Managed business development activities including requirements gathering, assisting with new RFP/RFQ and up selling to current client base.Provided monthly updates and status on the performance of each shop front, monitoring trends and providing assistance to client's on which marketing activity give the best results. -
Emea Client Serivce ManagerGroove Mobile Feb 2006 - Mar 2007UsKey relationship owner for each client.Management and growth of client income.Identification and creation of new sales opportunities within client portfolio.Build strong relationships with each client and a full understanding of their business, by meeting and communicating regularly and demonstrating an in-depth understanding of their requirements.Maintain development plans for each client.Liaise closely with the Team Leaders and their teams and influence delivery to ensure that client commitments are met.Motivate the internal client team, keeping them updated on developments, providing feedback following discussions, and involving others in identifying service improvements where appropriate.Responsible for the prompt escalation of issues.Demonstrate a full understanding of Groove Mobile's offerings, to maximise cross selling opportunities and champion new propositions.Work with Business development teams to deliver new services/new clients to the business.
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Key Account ManagerPocket Group Jul 2005 - Feb 2006GbRoles and Responsibilities:Account managed mobile operators in the UK and Europe (Orange, 02, T-Mobile, Virgin Mobile, Vodafone Ireland, O2 Ireland and Meteor.Co-ordinated the marketing activities with operators to secure high level marketing in store and on portal.Provided monthly reports on the performance of each operator and conduct analyses of marketing activities. -
Opperator Account ManagerPocket Group 2005 - 2006Gb
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New Business Development / Account ManagerYoomedia Plc Jan 2000 - Mar 2004Account Managed internal team on pitch to prospects.Build strong relationship with clients. Liaised with all departments internally, so that all requirements are met and deadlines achieved. Provided weekly reports on the performance of each account.Account managed new product development.Represented YooMedia at industry events where I demonstrated the companies’ products to interested parties such as broadcasters and platform owners.Key involvement in the strategic development of the company and the carrying out of these initiatives.Research and analysis of market sectors for interactive TV and other media services, establishing contacts, contributing towards the development of new business and communicating effectively with senior management.
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New Business Development / Account ManagerYoomedia Plc Jul 2000 - Jan 2004Roles and Responsibilities:Account Managed internal teams on preparing the response to Cartoon Networks RFP and subsequently won the contract to build an interactive TV games portal and enhanced TV games for both cable and satellite platforms.Built a strong relationship with Cartoon Network to achieve the successful launch of a Red button linked games portal on Telewest and Ntl. Managed the TriggerTV mobile telephony project and used my relationship with Cartoon Network to secure a live Pilot using the TriggerTV application on a new series of the PowerPuff Girls. It was the first use of mobile and broadcast TV interaction.Managed the delivery team to build an Enhance TV game for Cartoon Network on the SKY platform.
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Bus DevYoomedia 2001 - 2003Madrid, Madrid, Es
Marc Lewis Skills
Mobile
Product Development
Digital Media
Customer Relations
New Business Development
Account Management
New Media
Content Management
Itil V3 Foundations Certified
Mobile Devices
Mobile Applications
Mobile Marketing
Itil Service Transition
Agile Methodologies
Itil
Cloud Computing
Business Development
Management
Program Management
Business Strategy
Marketing
Project Management
Crm
Strategy
Customer Relationship Management
Marc Lewis Education Details
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The Manchester Metropolitan UniversityGeneral -
City College ManchesterBusiness And Finance
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Jewish Free SchoolBusiness And Finance Advance
Frequently Asked Questions about Marc Lewis
What company does Marc Lewis work for?
Marc Lewis works for Deltek
What is Marc Lewis's role at the current company?
Marc Lewis's current role is Customer Success Leader | SaaS business leader | Start up/Scale up business | Building high performing teams.
What is Marc Lewis's email address?
Marc Lewis's email address is ml****@****ity.com
What is Marc Lewis's direct phone number?
Marc Lewis's direct phone number is +4477996*****
What schools did Marc Lewis attend?
Marc Lewis attended The Manchester Metropolitan University, City College Manchester, Jewish Free School.
What skills is Marc Lewis known for?
Marc Lewis has skills like Mobile, Product Development, Digital Media, Customer Relations, New Business Development, Account Management, New Media, Content Management, Itil V3 Foundations Certified, Mobile Devices, Mobile Applications, Mobile Marketing.
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