Paul Warcup Email and Phone Number
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With over 20 years experience in Customer Success, Customer Support, Account Management and Operations, I have successfully implemented strategies and initiatives that have led to significant improvements in customer satisfaction, a reduction in customer churn and business growth.During the past 2 years, I have achieved a 36% improvement in NPS, improved retention, restructured departments to enhance the customer experience and created new processes to accelerate onboarding and revenue collection.
Cordic
View- Website:
- cordic.com
- Employees:
- 19
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Head Of Customer SuccessCordic May 2021 - PresentCambridge, England, United KingdomDriving and implementing the Customer Success strategy across a fleet management tech company, focused on improving engagement, retention, customer satisfaction and product adoption.Ownership of the entire customer journey and leading all customer facing elements of the business, including Customer Success, Account Management, Onboarding and Technical Support.Implemented Customer Satisfaction metrics including NRR and NPS which saw a 36% improvement over 18 months.Mapped out existing customer processes, identified pain points and Implemented new processes and KPIs to improve customer satisfaction and retention.Streamlined onboarding experience so the period from contract signature to go-live is reduced and the business is able to recognise revenue earlier.Restructured generalist Customer Support function into 3 smaller teams (Infrastructure, Technical Support & Onboarding), to create specialists across the different teams and provide better coverage.
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Service Delivery Director - Customer SuccessZellis Nov 2018 - Feb 2021Owned IT service delivery for our 5 largest Managed Service customers. Acted as customer's single point of contact for all delivery matters including service reporting (SLAs & KPIs), service review meetings, customer escalations, incident management, service availability and software release management.Improved customer satisfaction levels and reduced churn by developing and launching a series of Customer Success initiatives across the business, including a Voice of the Customer feedback process, NPS surveys, Adoption & Usage monitoring, Customer Health Scorecard and implementing process improvements whilst driving an increase in NRR (Net Recurirng Revenue). -
Service Delivery DirectorZellis Feb 2016 - Nov 2018Led overall service delivery of HR & Payroll technology services for a large (65,000 employees) and complex Managed Service customer in the UK, which included the management of an on-site Operations team of 23, plus offshore resources:Improved IT aspects of the service which included the introduction of an IT framework incorporating regular governance meetings, service reporting, IT roadmap and process improvements for the coordination of system availability, major incidents and system upgrades.Achieving significant cost-savings and business benefits through the Implementation of complex change projects, such as rolling-out Employee Self-Service to 60,000 staff across 2,500 locations.Awarded Strategic Partner status for consistently meeting SLAs/KPIs and implementing service improvement initiatives, which led to significant growth opportunities.Exceeding margin and revenue targets, whilst managing multi-million pound P&L.
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Service Delivery ManagerNga Human Resources, An Alight Company Oct 2014 - Feb 2016Managed service delivery for a portfolio of SaaS customers from various industry sectors. Acted as customer’s single point of contact for all delivery matters including incident management, service reporting, review meetings, customer escalations, software release management and co-ordinating internal teams to ensure all customer requests were dealt with in a speedy and professional manner. -
Key Account ManagerNorthgatearinso Jul 2001 - Oct 2014Exceeded sales targets regularly whilst managing the commercial relationship of a portfolio customers. Focused on customer retention and revenue generation, accomplished by identifying and closing new opportunities, migrating customers to new solutions and contract re-signs. Presented and negotiated contracts, ensuring any deal sold was profitable, met the customer’s requirements and helped them to achieve return on investment (ROI). Also mentored junior Account Managers during this period.Won several sales awards, including CEO's annual award for outstanding performance.
Paul Warcup Skills
Frequently Asked Questions about Paul Warcup
What company does Paul Warcup work for?
Paul Warcup works for Cordic
What is Paul Warcup's role at the current company?
Paul Warcup's current role is Head of Customer Success | Improving Customer Journeys | Creating CS teams from scratch or taking what exists and making it better | Maximising Retention | Boosting Customer Satisfaction | SaaS.
What is Paul Warcup's email address?
Paul Warcup's email address is pa****@****-is.com
What skills is Paul Warcup known for?
Paul Warcup has skills like Solution Selling, Account Management, Managed Services, Crm, Sales Process, Professional Services, Outsourcing, Saas, Business Process, Business Analysis, Service Delivery, Business Process Improvement.
Who are Paul Warcup's colleagues?
Paul Warcup's colleagues are Christopher Chalk, Ryan Mcneill, R Meichtry, Jiao Lin, Kelly Louise Davies, Miranda Davis Mcim, Tina Pilkington.
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