Freelance consultant offering a full range of support services for companies using the ZincMAPS and PromoMats software platforms.

Post-acquisition of Zinc Ahead, managed the right-sizing of the legacy Zinc Client Services team in line with new corporate strategy, priorities and alignment, while maintaining the high-quality service expected by our customers.Aligned legacy client service deliverables with the go-forward Customer Success programImplemented a process for commercial delivery of ZincMAPS services, ensuring the recording and processing of opportunities through a salesforce.com platform, ensuring accurate recording and timely billing.Line-managed a team of 22 Customer Success professionals, ensuring the continuing delivery of exceptional services during a period of great organisational change.Managed the prioritization of system bugs and customer communication relating to break/fix releases of the ZincMAPS platform.

Member of senior leadership team ensuring the successful delivery of corporate objectives relating to the customer-facing part of the company.Led a team of 46 professionals across the areas of Client Services, Training and the Global Service Centre, ensuring the highest levels of customer satisfaction, system maintenance and optimization.Extensive recruitment activity, including identification, interviewing and onboarding of new members of staff.

Designed and delivered the restructure of the customer-facing Account Team into 3 areas of specialism - Client Services, Implementation, Training.Designed and deployed to the Sales Teams both in Europe and The USA, a templated Statement of Work process for the swift processing and commercially-sustainable delivery of new ZincMAPS implementations.Managed a team of 50 professionals including the Account team, the Global Service Centre and the Training team, ensuring that customers received the highest-levels of service and support during implementation and in-line use of ZincMAPS.Developed a new data-driven service deliverable (Executive Business Reviews), recruiting a data analyst to develop, implement and roll-out the EBR process to the customer-facing teams globallyLed the development of a new customer-facing e-training deliverable.Extensive recruitment activity, including identification, interviewing and onboarding of new members of staff.

Managed a portfolio of strategic and non-strategic accounts, ensuring the highest levels of in-line client service, implementation success, system maintenance, optimisation of both compliance and performance, and ongoing training, leading to issue free renewal and timely billing and revenue recognition.Expansion of client contact-network and introduction of sales-team to drive global expansion from existing customer base.

Successfully pitched, negotiated, contracted and closed the sale of ZincMAPS to several multi-national life sciences customers in Europe.Identified new prospects, and conducted activities to identify and cultivate contacts, leading to pitch opportunities.

Project-managed and led an implementation of ZincMAPS to 1800 users in 52 countries across Europe, Middle-East and Africa over a 2.5 year period; conducted 22 in-market kick-off meetings; coordinated the face-to-face training of roughly 80% of users in their local market; provided weekly status reporting to customer project-sponsors; achieved a post go-live NPS score from customer of 8.7 for successful delivery of the project.Project-managed and solely led a deployment of ZincMAPS to 800 users in 11 European countries for a major pharmaceutical company; personally trained 700 users in face-to-face training sessions in their home market.Led several small implementations of ZincMAPS from initial product pitch and demonstration, through implementation to training, go-live and post go-live support.Provided high-quality client service and ZincMAPS version upgrade activities to a portfolio of multi-national clients.Line-managed a team of two reports.

Activity Benchmarking provided consultancy services to the pharmaceutical industry, all involving company to company benchmarking, including diverse areas such as sales-force activity and utilisation, clinical research performance, and human-resource activities, amongst others. Delivery of regular strategic reviews to clients, identifying areas of client performance strength and weakness, delivered to all levels up to Country Manager.Development and implementation of innovative data delivery platform customisable to individual client needs, enabling concise and easy access to relevant data, and facilitating wider use of sales-force effectiveness information within the client organisation.Organisation and management of bi-annual client conferences, identifying topical industry issues, sourcing speakers and facilitating discussion.Development of new service benchmarking the motivation levels of sales representatives, involving collection of client input, and identification and commissioning of a third-party to assist in the design of the questionnaire and the provision of web-based data collection.Working with individual pharmaceutical companies to optimise the content, timeliness and output of their CRM/ETMS systems to provide sufficient standardisation for cross-company benchmarking.Conducting a thorough review of Activity Benchmarking’s activities and its organisational approach to clients, rationalising and modernising services, and streamlining the company to return it to profitability in 2007, 2008 and 2009, from a break-even position in 2006.

Responsible for identifying, coordinating and, together with local sales teams, pitching and closing, incremental revenue opportunities across the entire client base for Scandinavia, Italy, Czech Republic and Hungary.Worked intensively on developing business with the European generic pharmaceuticals industry, representing IMS at both the IGPA and EGA conferences.

Responsible for a budget of $11,200,000 for a portfolio of quantitative and qualitative publications (hard-copy, electronic and web-based), targeted at the pharmaceutical, generic, chemical, biotechnology, financial and consultancy industries.Close collaboration with the Marketing division on the development of new offerings, promotional activities and communication messages for more than 25 publications.

Responsible for a budget of $2,500,000 for sales to the chemical and generic pharmaceutical industries in the EMEA region, with account management responsibility for a portfolio of existing clients with spend on IMS chemical publications from $1,000 to $100,000.

Integration and development of services relating to doctor-profiling, targeting, and product positioning.Roll-out of sales, and resource optimisation "best practice" from corporate headquarters to IMS' local country operations.Running multi-country projects based on IMS data and services within the field of sales-force effectiveness.

Directly responsible for the management and revenue-achievement of 16 established and active international accounts, individually valued at between $25,000 and $500,000.Identifying and prospecting new client companies, establishing and building influential relationships at all levels within these companies to maximise and realise profitable revenue opportunities.

Provided software, data and publications support for the entire Selfmedication portfolio of products to clients in more than 35 companies.

Provided multi-project co-ordination responsibility for the development of new applications on IMS’ mainframe Common Online System (COS). This included consultation with internal customers, organisation and participation in project JADs (Joint Application Development), liaison with customers throughout the development lifecycle, and co-ordination of software testing, resulting in the smooth release of Version 14 of COS in December 1995.

Co-ordinated beta-testing of INF*ACT 4.1 PC-based data-analysis software, involving:Training beta-test local offices in new features of softwareLiaison with A.C. Nielsen, America (third-party software provider) in resolving faultsRoll-out of beta- and client-releases of the software

Provided liaison between the IT development teams at UK headquarters, and marketing divisions of IMS Health throughout Europe and Japan, collecting requirements, providing analysis, acceptance testing software developments, producing documentation and leading training courses.