Adam Langley Email & Phone Number

Touching many different areas of the business by using my business experience and industry knowledge to lead best practice both internally and for our customers.- Undertaken consultancy engagements with blue-chip customers and leading national contractors- Upskilled the offshore Support operation by giving both cultural and industry insights- Set up an internal Quality Assurance department to monitor and improve support interactions with our customers- Worked with the Customer Success Managers to reduce churn and increase adoption through focused communication with customers on improving and streamlining their internal processes- Troubleshooting customer issues, finding the root cause and then helping the customer to build an operational process to fulfil their requirements- Being the voice of the customer when discussing future feature development and change requests All of these items are all about the customer having success in their business and helping them to grow. It is only when our customers grow that we can truly grow as a business with them.

I set up Binary Frog as a consultancy business to assist businesses with Digital Transformation and Business Projects aimed at small to medium sized enterprises. As a startup I couldn’t have chosen a worse time with the Covid pandemic just around the corner, I secured one contract for a software provider to assist in onboarding and managing a customer who was, at the time, one of their biggest. This project was completed very successfully having mapped their existing processes, analysed them and then mapped them to work in the new operational and software ecosystem. I led the operational management team through their change management journey, ensuring all of their people had awareness of the change, the desire to participate and support the change, had the knowledge on what was changing and the ability / skill to sustain the changes. This led to my next role.

Solihull

Trimble is a multi billion dollar NASDAQ listed company that spans numerous business sectors including Geospatial, Agriculture and Buildings. As a Product Manager within the MEP division of Trimble, which sits within the Buildings Sector, I am responsible for the Estimating, Contract Management and Service Management product streams across the EMEA market space. Implementing the SAFe principles to deliver world class products via cross functional Agile teams ensuring that first class products are delivered. Creating features, using experience and customer research, that add value to our customers processes, creating user stories with a solid industry background and ensuring that all acceptance criteria have been captured, validated through the QA process and taken through the acceptance testing cycle. Ensuring that the handover and release process is managed, documenting the features and providing training to the operational teams to ensure an excellent customer experience as well as maximising value for Trimble.

Solihull

Responsible for managing the company's busiest support department, ensuring that all KPIs and SLAs are met. Carrying out troubleshooting and process improvement with key clients to ensure the best user experience and help those clients meet their process improvement targets. I was instrumental in designing the support process and function including the in-house CRM system. I was also a key member within the team to update and roll out an internal call management system tying 3 disparate databases and systems in to a single, salient and workable solution. I also developed and managed the monthly management reporting for the Customer Services department.

Solihull

Carrying out the daily supervision of the support team, sharing knowledge and educating the personnel to excel in customer care. Providing 3rd line support and ensuring the team adhered to all company processes and procedures.

Solihull

As a systems trainer I was responsible for developing customer training courses, training documentation and delivering structured,ad-hoc and bespoke training courses for the end to end software solution provided by Amtech.An additional function of this role was to project manage the effective planing and implementation of business critical operational software.I am accomplished in training across multiple products in building services as well as service and facilities management sector.

Birmingham, United Kingdom

Responsible for providing all customer support and training for the JobLogic suite of software which includes all aspects required to run a service and maintenance operation.Took charge of writing all the base reports within the JobLogic software to create a full suite of business management reporting tools.Carried out project management and implementation of new customers to ensure they received the full benefit of the software.