Developing CX strategy and process to meet the needs of our wide ranging customers. Mentoring and coaching a team of Customer Success Managers and Professional Services Consultants who care for, assist, grow, and advocate on behalf of, our customer base. - Over $35million in total customer driven ACV- Reduced churn by 75% over previous year with 125% net dollar retention in 1st year in role- Saved over $1.5Million of At Risk contracts in 2022- Under 0.5% churn in final quarter of 2023, leading to total churn of under 5% for FY2023- Grew account expansion across all customers, with an average of 25% increase in ACV per customer- Implemented a number of team building strategies and culture which successfully encouraged a fully remote team to feel as one unit

Leading a team responsible for Customer Experience for all EMEA and APAC customers of CoreView, including customer onboarding, overall satisfaction and health, customer effectiveness, retention and utilisation.Notable Achievements: - Boosted renewal revenue by 40% over expected ACV within initial 3 months live - Recruited and Onboarded a team of Customer Success and Professional Services globally- Oversaw implementation of paid Customer Success program allowing a revenue boost of 15% for most customers- Reduced onboarding and Time To Value by over 20% year on year

Responsibility for over 300 employees across 3 international sites. Working through a number of Team Managers and Quality Specialists to ensure high level standards are achieved and Enterprise & VIP workload is taken care of in a timely & professional manner every time. Offered operational, service delivery and customer based guidance and advice to senior management/director level internally and to clients, including competitor liaison.Notable Achievements:- Sent to at-risk site and was able to boost projected profit by €60k+ within a week- Successfully addressed a previous month revenue loss of over €24k within the first month of appointment to project with 6 figure monthly turnover, with continued increase of profit showing closure to end the quarter €20k above expected profit margins- Led process optimization workshops for internal teams with long term issues, showing proven success within a week of the optimization go-live – directly increasing workload capacity across the wider team- Team Building initiatives successfully implemented on multiple occasions, improving morale and increasing productivity- Assisted in setup and development of two project sites internationally- Multiple occurrences of strategic organization of the team to successfully save multi-million dollar at-risk contracts, including multiple government contracts at risk of competition take over- Assistance with successful win of contract to expand our client services, including proven performance leading to further expansion

Working as a Specialist Escalations Engineer (3rd level support) alongside day-to-day Operations/Service Delivery Team tasks.Notable Achievements:- Successfully moving into a new support area for the company, leading the team through initial training & expansion - Daily liaison with global client head office in Seattle was required, as well as being the face of a vendor/client relationship to the majority of the client’s employees- Acting as expert advisor on customer relationship points, including streamlining processes and customer interactions