The Customer Success Collective exists to create a space to help individuals and organizations drive company-wide alignment around customer success as the scalable, sustainable source of business growth.

Senior Customer Success Manager for the Thales Cloud Protection and Licensing organization in the UK&I and Nordics regions.Responsible for collaborating with customers to roll out their products and educate them on any new features of the product that could be beneficial to their needs. Developing a trusted advisor relationship with customers and executive sponsors to drive product adoption and ensure they are using the solution to achieve full business value. Partnering with internal team members to align account activities with the customer's business case and strategy. Monitoring and identifying adoption and utilization trends to provide recommendations based on risk and the customers’ needs. Identifying renewal risk and collaborating with internal teams to ensure a successful renewal. Advocating on behalf of the customer to drive continuous improvement across the business solutions.

Global Product Support Manager for the SAS/STA (2 Factor Authentication Service). Responsible for managing the product support team globally. Strategic responsibility for product success. Positioning and skill requirements for global resources. Interface to development and engineering teams.UK Technical Support Manager responsible for management and direct line reporting to all technical support employees. Responsibilities include staff development and training, team budgeting, appraisals, team recruitment & hiring.EMEA Regional Escalation Manager responsible for customer satisfaction in the region. Direct escalation point for technical issues from the customer and sales.

Global Product Support Manager for the SAS/STA (2 Factor Authentication Service). Responsible for managing the product support team globally. Strategic responsibility for product success. Positioning and skill requirements for global resources. Interface to development and engineering teams.UK Site Manager responsible for management and direct line reporting to all technical support employees. Responsibilities include staff development and training, team budgeting, appraisals, team recruitment & hiring.EMEA Regional Escalation Manager responsible for customer satisfaction in the region. Direct escalation point for technical issues from the customer and sales.

Manager of the technical support team in the EMEA region across all products in the data protection & cybersecurity division.Responsibilites include managing the technical support team for the region, providing technical guidance, individual performance reviews and appraisals, staff recruitment, training programmes, ensuring the team meet all support related SLAs and KPIs and providing an interface between the support, operations and engineering teams. In addition I am the escalation point for technical issues from sales and the customer within the region and perform regular customer site visits.I am also a change manager on the CAB board responsible for approving any changes within our cloud services environment as well as assisting with the management of day-to-day operational issues.

Part of the technical architecture and design team. Lead application architect for the Safenet/Gemalto 2 factor authentication cloud service (SAS).  Responsibilities include application high level and low level designs, build books, test design documents, service improvements, security consultation and to predict future technical requirements. Also work closely with other teams such as support, operations, engineering, testing and development to improve the service. My most recent project was to build a new cloud based 2 factor authentication environment which involved the complete technical project lifecycle including planning/task breakdown, application high level/low level designs, implementation/build/build books and integration/testing phases.

Working in the service operations team responsible for managing and maintaining Gemalto's cloud based two factor authentication service and infrastructure. Technologies managed include:- Firewalls and network load balancers (Barracuda, Juniper, Check point, Cisco, Dyn)- Synthetic Monitoring (Splunk, IP Monitor, New Relic, Cacti)- Web Servers (IIS, Apache)- Linux Servers (Radius server, freeRADIUS module)- Database servers (MS SQL, MySQL, Postgres)

Working in a 3rd line technical support team responsible for providing customer technical support and integration on SafeNet's cloud based two factor authentication service. Technologies supported include Windows server (AD, LDAP), web servers (IIS, Apache), web security (ISA/TMG/UAG, URL filtering products), Network security (multiple firewall vendors), database support (MSSQL, MySQL, Oracle, Postgres), Linux server support, network troubleshooting and low level programming.

Part of the Enterprise Applications team within the Managed Operations division responsible for providing day-to-day 3rd line support and ongoing management/maintenance of customer internet/web security, web Proxy, web filtering and web server solutions. In addition I am involved in long-term project work for the design and build of new customer proxy/web filtering and web server solutions.

Part of a systems team responsible for providing in-house 1st and 2nd line software support to pension, payroll and finance administrators based throughout the UK.

Working in a 1st/2nd line support team for a leading provider of pension administration software.