Paul Buchan Email & Phone Number

Tempsford, England, Gb

United Kingdom

This new challenge is an expansion of the Product Manager role. I continue to work with customers and our commercial team with presales activities and feasibility assessments relating to the fit of our existing products and proposals for new products. Beyond this phase, I work with cross-functional teams guiding products through design, development, and delivery. I break complex problems into logical steps that drive product development at speed. I work closely with engineers and designers to develop products that improve the availability of Agri-Tech information that makes a difference.I am proud to deliver products that support sustainability and social responsibility in international supply chains.The expansion of my role draws on my customer focus and structured approach. The onboarding and ongoing experience of our B2B and B2C customers across the world is very much a part of our product offering - and so must be of the same exceptional and consistent quality. I lead a strong international team that shares the passion to deliver this. Customer support, customer success, and service transition all fall within the scope of our Customer Experience team.

This is a cross-functional role, guiding products from conception to launch by connecting the technical and business worlds. I break complex problems into logical steps that drive product development at speed. I work closely with engineers and designers to develop products that improve availability of Agri-Tech information that makes a difference.I am proud to deliver products that support sustainability and social responsibility in international supply chains.

Peterborough, United Kingdom

I was one of the original members of a busy team that delivered customer facing digital products. These included websites, portals, apps and connected devices. My focus was on the data requirements of business systems, designing and managing the way in which data is captured and stored, whilst considering how that data must integrate with other systems. I also worked directly with stakeholders to understand their needs in terms of reporting and data visualisation. I delivered a number of digital products that helped to drive our internal businesses on their digital transformation journey.

Peterborough, United Kingdom

Codicote, Hertfordshire

Managing a department of 9, I was responsible for overseeing all aspects of Service Delivery and interfacing HFX products with other customer systems. This was a new area to the business. Gathered requirements for, developed and implemented data interfaces Worked with customers in the development of new and existing accounts and the implementation of new systems Measured team performance vs service level agreements Defined SLAs, coordinated the creation of customer support documentation and system manualsInvolved in product steering, helping to modernise the applications developed and ensuring their suitability to meet customer requirements Managed supplier requirements and contracts

London, England, United Kingdom

At Harvey Nichols I bridged the gap between business systems analysis and technical support. I applied techniques to create solutions to problems and requirements specifically within the realms of database systems, general data movement, processing and reporting. - Designed, developed and automated enhancement and deduplication of the existing marketing and loyalty databases - Created a system for continuous integration of data captured by disconnected systems, matching data to existing records and updating inbound customer information - automatically. - Standardised the way in which customer data sources were imported into the customer database - Ensured accuracy, integrity and efficiency of data - Generated and maintained ad-hoc reports using SQL Reporting Services and other SQL based systems to focus marketing communication to appropriate segments.

I had several positions at SMART over the five years I was there. Responsibilities were varied:Provided 2nd / 3rd Tier support to all clients Deployed and installed software and hardware on customer sitesEnsured that the customers are using the system efficiently, to meet their specific business requirements Involved in product steering, identifying where business needs of customers could be better metRecreated customer experiences, environments and scenarios for fault / enhancement reproduction and resolution

Provided technical and product support to customers on a range of software productsProvided consultancy to customers relating to utilisation of the system and suitable upgrades or enhancementsProvided training courses for customersCreated and maintained the online Help utility for the company’s products, as well as the product manuals

Stevenage, Hertfordshire

Provided technical support to corporate and retail customers, as well as end usersBuilt PC and IPC systems to customer specifications and to tight deadlinesProvided training to retail customers’ technical support teams