In March 2021 SolarWinds MSP became N-able.Developing and leading the Partner Success function in Europe, Middle East & Africa and Asia Pacific. Part of the global Partner Success senior leadership team defining and implementing the global Partner Success strategy for N-able.

Developing and leading the MSP Customer Success function in Europe, Middle East & Africa and Asia Pacific. Part of the global MSP Customer Success senior leadership team defining and implementing the global Customer Success strategy for the MSP business unit.

In June 2016, SolarWinds acquired LOGICnow to form SolarWinds MSP.Leading the delivery of the Technical Support Service in Europe, Middle East and Africa. Part of the global Technical Support senior leadership team defining and implementing the global technical support strategy with the aim of providing a world class technical support service.

Designed and established the global escalation management processes; balancing the needs of the business with high customer expectations and demands. Prioritised customer issues ensuring that our engineering teams tackled the highest priority issues first. Established single point of contact for escalations and ensured escalations reached a successful conclusion.Developed strong working partnerships with our distributor network and represented the customer voice with internal cross functional teams.A member of the Technical Support senior leadership team and helped define and implement the global technical support strategy.

Oki is a market leader in the global colour business printer market, operating in 120 countries worldwide with a sales turnover of over €1bn.Member of the executive management team, reporting to the Managing Director. Had accountability and autonomy for developing and sustaining a 3rd level customer support function within the European Technical Support Centre.Strategic Planning: Developed the vision to create the best possible 3rd level technical support service. This aimed to offer proactive and reactive pre and post-sales support to Oki’s technical community and customers, enhance the customer experience and support an increase in sales in Europe, Middle East and Africa (EMEA). The vision became a key differentiator for Oki, resolving customer issues more quickly, securing sales and increasing knowledge within the technical community.Technical Support Restructure: Restructured the support function and implemented new metrics to significantly improve capability. This matched key technological changes in both Oki’s products and market, provided a more self-sufficient service and reduced the time to resolve customer issues by 60%.Team Performance Development: Reskilled the customer support team. Undertook industry benchmarking, team realignment and recruitment of new members with appropriate skills and attitude. Created a strong, motivated and efficient team with a “can do” attitude and good interaction. Achieved the highest team result within Oki UK during 2011 Best Workplaces in Scotland survey.Training Development and Delivery: Developed a world-class technical training function to increase technical knowledge throughout EMEA. Received consistent feedback from attendees that the training was the best they had ever received in the industry. Training was adopted in other global regions including Asia where the products were designed. Contributed to a reduction in service costs, faster resolution of customer problems and improved customer service.

Developed the 3rd level technical support service to cover all products sold by Oki Europe and increased the efficiency and quality of service by bringing all technical support services under one function.

Recruited to establish a coherent framework for providing 3rd level technical support on printing devices to Oki’s technical staff in 22 countries throughout EMEA.

Formally Spider Systems Limited until 1995. Shiva designed and manufactured remote access networking solutions utilising telephone and internet based technologies.Joined as a graduate Technical Support Engineer providing 3rd level support on all Shiva and Spider products to channel partners throughout Europe, Middle East and Africa (EMEA). Progressed through all stages of the Technical Support Department to the position of Technical Support Manager.