Martin Cooper Email & Phone Number

London, England, United Kingdom

Customer Success and Leadership Experience:• Customer Success Management: Extensive experience using marketing and sales skills to achieve customer and company goals.• Crisis & Incident Management: Led critical scenarios including cyber-attacks, ISP drops, and network service restorations for VIP clients like Members of Parliament.• Issue Resolution: Implemented a company-wide major incident process, contributing to the Continuous Improvement Strategy.• Key Account Leadership: Managed the high-profile Telent account (Houses of Parliament), successfully renewing the contract for two years (Aug 2024 - Aug 2026).• Relationship Building: Focused on fostering strong customer relationships by attending customer site and applying Customer Success methodology.• Collaboration with Sales & Pre-Sales: Led collaborative meetings with sales and pre-sales teams to enhance service delivery and success planning.Process and Performance Management:• Root Cause Analysis (RCA): Lead and presented RCA sessions, ensuring recommendations were followed up with a closed-loop process and drive lessons learned/process enhancements.• Service & Executive Reviews: Lead monthly service reviews and quarterly executive reviews, including with the CEO and board members.• Accountability & RACI Model: Developed a RACI model for Telent Network Services to improve task accountability and incident handling. Drive process and engagement changes.• P&L Management: Managed P&L for contractors in Professional Services, ensuring alignment with resource requirements and budget.• BID Writing & IT Systems: Experienced in BID writing, content management, and the implementation of IT tools/processes using SIAM methodology.Team Development & Process Efficiency:• Employee Development: Set individual employee targets for training, expertise, and KPI alignment.• Six Sigma Approach: Adopted Six Sigma principles to optimize processes, minimizing waste and maximizing efficiency.

London, England, United Kingdom

Led all ISG offerings for London City and surrounding territories, including Fortune 500 Enterprise accounts (e.g. Bank of America, Credit Suisse, Morgan Stanley, Barclays).Leading a large team of 20+ highly skilled, tenured subject matter experts.• Successful in leading tough operational objectives such as reducing overtime by 50% through shift pattern implementation, whilst ensuring focus on competitiveness, cost efficiency and employee satisfaction.• Led a 3-month turnaround plan for one of the busiest districts in Europe, which was under performing, demotivated. This resulted in 100% positive CSAT rating and 100/100 on the eNPS. • Spearheaded UKI-wide improvement plan of the company-wide employee experience measurement survey through data analysis and driving stakeholder accountability, and driving changes needed within their remit.• Tell Dell Rock Star eNPS was improved reaching 100%.• Successfully transformed the service delivery model in line with the changing markets, and recent corporate merger reducing costs by 50%.• Adoption of the basic six sigma approach to most processes, ensuring we have the best fit for the task whilst minimising wastage and ensuring efficiency.• Stakeholder management and customer Crisis Management. with strong nurtured relationships with sales and pre-sales. • Support and work closely with wider field operations within the business (account managers, PM’s and partners) to ensure we meet customer’s expectations and alignment to corporate objectives.• Work within the UK & I as well as globally (to include Germany, Poland and America), to ensure global consistency across all KPI’s.• Led customer reviews, ensuring proactive changes are implemented and resolving issues post-incident to ensure a reoccurrence is avoided. • Customer incident and Escalation Management – Advocate for customer and business during serious customer incidents.

London, England, United Kingdom

• Was accountable for 1800 customers in the Mid-Market sector/Commercial sector for the Central London area. • Reinforced Customer Service presence and support to ensure consistent service delivery and communication to the customer and EMC. • Assist in creating scope of work / pricing documents for expanding commercial accounts or those with pending tech refreshes.• Managed and coordinate the processing, communication, and implementation of all Customer Service-related changes, including changes related to customer requests, Field Change Order (FCO) and reconfigurations. • Maintained awareness of all complex service matters including Technical Solutions implementations and activities • Customer incident/Escalation manager – being the advocate for the customer and the company, ensuring constant communication with all stakeholders until and beyond resolution.• Facilitated in all Customer Service-related activities with EMC account team and local Customer Service resource(s) to make certain all customer needs and expectations are met. • Engaged and managed Enterprise accounts and developed support plans in conjunction with the account teams. • Managed maintenance contracts and ensure support follow EMC’s SLOs (Service Level Objectives) in conjunction with the CS maintenance contracts.

Bristol, England, United Kingdom

• Successfully managed MBO/critical projects such as Drive Mitigation for a number of Enterprise accounts. Ensured full process documentation and used throughout the UK for other SAMs to adopt. It is a complex project with many variables that needs extensive planning for execution such as resources, equipment, pending customer projects.• Managed 130 customers at the level 3 Mid-Market sector. • Reinforced Customer Service presence and support to ensure consistent service delivery and communication to the customer and EMC. • Managed and coordinate the processing, communication, and implementation of all Customer Service-related changes, including changes related to customer requests, Field Change Order (FCO) and reconfigurations. • Maintained awareness of all complex service matters including Technical Solutions implementations and activities • Facilitated in all Customer Service-related activities with EMC account team and local Customer Service resource(s) to make certain all customer needs and expectations are met. • Managed complex escalations from outset until completion, clearly communicating and documenting through to resolution. • Engaged and managed Enterprise accounts and developed support plans in conjunction with the account teams. • Managed maintenance contracts and ensure support follow EMC’s SLOs in conjunction with the CS maintenance contracts.

London, England, United Kingdom

• Met departmental targets to increase the utilisation of engineers and reduce costs, by created a process reducing multi-site visits to single visit. • Engaged and ran small projects. Gaining certification in PRINCE2 and ITIL (industry recognised qualifications). • Primary role is to manage and implement the ISD (Integrated Services Department) process within TS (Technical Services) regarding resource management. • This is a high end, highly pressured role requiring negotiation and multiple stakeholder liaison. Often for projects where there are no project managers, also acting as project manager to ensure the expectations of all stakeholders are met.

Bachelor Of Applied Science - Basc, Business Administration And Management, General

Bachelor Of Business Administration - Bba, Business Administration And Management, General, Ii:Ii

Activities and Societies: Rowing & Babmington