Robert Donnellan Email & Phone Number

Bath, England, United Kingdom

Bath, England, United Kingdom

United Kingdom

- Ownership of overall relationship with assigned customers, which include: increasing adoption, ensuring retention and delivering satisfaction- Establishing a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services- Development of champions within allocated portfolio- Developing, preparing, and nurturing customers for advocacy- Working closely with customers to ensure they are achieving their goals whilst… Show more - Ownership of overall relationship with assigned customers, which include: increasing adoption, ensuring retention and delivering satisfaction- Establishing a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services- Development of champions within allocated portfolio- Developing, preparing, and nurturing customers for advocacy- Working closely with customers to ensure they are achieving their goals whilst maximising the value from Brandwatch’s products and services- Advocating for customer needs/issues cross-departmentally. Show less

County Galway, Ireland

• Incident handling in EMEA region for all Analytics/Workforce Analytics and Reporting.• Analysing incidents, researching solutions and providing clear instructions to customers over a variety of tools (Live Chat, Ticketing System, Scheduled Expert Calls.) • Troubleshooting cases on high support level (Including analysing XML and CSV files, code search and server logs retrieved from SPLUNK)• Implementing in-house tools: Report Centre / Online Report Designer / Advanced Reporting /… Show more • Incident handling in EMEA region for all Analytics/Workforce Analytics and Reporting.• Analysing incidents, researching solutions and providing clear instructions to customers over a variety of tools (Live Chat, Ticketing System, Scheduled Expert Calls.) • Troubleshooting cases on high support level (Including analysing XML and CSV files, code search and server logs retrieved from SPLUNK)• Implementing in-house tools: Report Centre / Online Report Designer / Advanced Reporting / Dashboard / Youcalc / Ad hoc / Audit Framework.• Documenting Knowledge & Solutions in KBA’s (Knowledge Base Articles) for internal and external use.• Mentoring new hires during the onboarding process and providing ongoing training in all topic areas. • Liaising with Development & Field Teams to identify system bugs, and missing product functionality for future releases and product patches. • Collaborating with Engineering, Operations Teams and providing enhancement suggestions to the Product Management.• Documenting required configuration changes to achieve expected application behaviour. • Highlighting issues in a CRM system and defects in our engineering tracking tool. • Cooperating with colleagues by providing important customer feedback, process improvement suggestions, new troubleshooting tips and work towards continuous product improvement. • Adhering to SLA’s and providing high customer satisfaction. Show less

Bristol, United Kingdom

- Individual Pension Analysis- Collaborating with HMRC- Liaising with customers- Pension Scheme Management- Implementation of Data Capture Tool.

County Galway, Ireland

- Researching Customer Relationships Management Data- Creating Infographic and PowerPoint Presentations- Aiding with data migration- Identifying potential work associates

County Mayo, Ireland

- Assisted customers- Delivered goods- Took orders- Answered phones and received deliveries- Cash management