Mark Thomas Email & Phone Number

London, England, Gb

Vertice is a SaaS and cloud spend optimization platform offering a comprehensive Procure-to-Pay Procurement Management Solution. Trusted by industry leaders like The AA, Asda/Walmart, Charlotte Tilbury, and Kuoni, Vertice empowers businesses to control their spiralling SaaS and cloud expenses effectively.Vertice has secured $50 million through Series B (2024), with investments from Bessemer Venture Partners and 83North. Role Overview:Driving customer satisfaction and revenue growth as we scaled rapidly. I built and led global teams responsible for Customer Success and Professional Services while overseeing operations in London, New York, and Sydney.Key Responsibilities:Customer Success and GrowthCustomer Journey: Designed and implemented a seamless customer journey, ensuring systems and processes aligned with the planPerformance Tracking: Implemented key performance indicators, including renewal forecasting, Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES)Customer Acquisition: Drove customer acquisition through pre-sales, case studies, testimonials, referrals, and G2 reviewsCross-Selling: Led cross-selling initiatives to maximize revenueOperational ExcellenceBuilt In-Region Customer Operations: Oversaw global customer success, customer support, and professional service deliveryTeam Management: Managed and developed high-performing teams in multiple regions (US, EMEA, APAC) utilizing OKRs, competency frameworks and regular reviewsProfessional Services Delivery: Managed a global team of procurement specialists negotiating with Cloud providers and thousands of SaaS vendors on behalf of our customers, with contracts ranging in value from $15K to $25MiLeadership and StrategyStrategic Planning: Collaborated with leadership on strategic planning and executionExecutive Reporting: Provided regular updates and insights to senior leaders, including the executive leadership team

New York, Ny, Us

Botify revolutionizes brand visibility in the new age of GenAI-driven search. Our AI-powered platform ensures your content is indexed and sourced by search and answer engines, making your brand easily discoverable wherever consumers are.Botify is used by over 500 leading eCommerce companies, including Amazon, Carvana, Conde Nast, Expedia, Github, John Lewis, L'Oréal, LVMH, Marriott, and The New York Times. Botify also partners with leading technology and services companies such as Salesforce Commerce Cloud, WordPress VIP, Google Cloud, Jellyfish, Chameleon Collective, Foresight Digital, Contentsquare, and iPullRank. A fast-growing, VC-backed SaaS company with $82M in funding, Botify has offices in New York, Seattle, Paris, London, and Singapore.Key Responsibilities:- First international hire post-Series A to drive growth in EMEA/US- Retained and grew customer base (120% NRR)- Executive Team member- Designed & implemented Customer Experience (CX) strategy with supporting playbooks, training materials, QBRs, and ABRs- Built the enablement programme for new Customer Success employees and Search Data Strategists- Launched and built the London office, hiring the first sales, data and customer employees- Supported APAC launch in Tokyo, Singapore and Sydney- Launched an Executive Sponsorship programme to support customer retention and ensure timely product feedback- Built partnerships and regional marketing strategy- Led Customer Success Team Members & Search Data Strategists- Hired experienced SEOs into Professional Services (Search Data Strategists) to provide consulting support to traffic managers, push optimizations into production, and analyze revenue impact

New York, Ny, Us

Lumar’s industry-renowned website crawler leverages best-in-class serverless architecture design so you can crawl as fast as your infrastructure allows. With hundreds of reports across technical SEO, site speed and accessibility, plus opportunities custom analytics, Lumar gives you all the insights you need to boost your website’s performance, rankings, conversions and revenue.Funding: $25Mi to Series B (Five Elms Capital and Beringea)Product: https://www.lumar.io/Key Responsibilities- Entrepreneurial Leadership: Bootstrapped two series, including raising seed capital and working closely with founding developers from MailOnline to develop the product and marketing plan- Team Building: Recruited a team for both inbound and outbound marketing, and built the sales function in the US and EMEA- Branding and Marketing: Selected a brand agency, launched a new website and collateral, and outsourced lead generation to a partner in Central America- Product Development: Oversaw product roadmap prioritisation, ensuring the product met market needs and customer expectations- Customer Engagement: Built a customer advisory board, including brands such as Johnson & Johnson, Sears, and iProspect, to gain valuable customer insight- Technical Expertise: Spent time at Mountain View and with Xooglers to stay updated on industry trends and best practices- Operational Efficiency: Re-platformed the product's architecture to improve efficiency and scalability- Financial Management: Partnered with KPMG's small business team to manage the company's finances and ensure capital was leveraged as effectively as possibleCustomers: Adobe, ASOS, Comcast, Deloitte, Google, Microsoft, Salesforce

New York, New York, Us

I joined SThree PLC's (FTSE 250) graduate scheme, working in a digital subsidiary called Jobboard Enterprises, which was later acquired by Dice Holdings Inc (DHI). Jobboard Enterprises was a strategic start-up venture for SThree PLC, focusing on developing and selling advertising solutions to top technology companies such as Accenture and IBM for lead generation and candidate attraction. The business had an entrepreneurial spirit but also benefited from the support of a large corporation in terms of direction, finance, and training resources.We built strong products within the technology and finance verticals before expanding internationally, first with an office in Amsterdam and then Frankfurt and Singapore. I worked within a highly competent leadership team and enjoyed frequent travel to support office growth and build customer relationships.Our clients included significant media agencies and organizations in the technology sector, banking, government agencies, and higher education. Customers included: IBM, EMC, Cap Gemini, Credit Suisse, JP Morgan, and Bloomberg.I earned many accolades, including numerous Presidents Club trips to incredible global resorts. Later, I spent the final four years managing a team of 25 sales professionals across EMEA, overseeing agency and direct sales. Additionally, I supervised a large team of relationship and campaign managers to ensure the fulfilment of our commitments. The strong company culture and our emphasis on developing talented employees led to a very fulfilling experience in the early stages of my career.