Ross Whitney Email & Phone Number

Vilnius, Lt

Vilnius, Lithuania

Vilniaus, Lithuania

• Designed, implemented and manage a custom Zendesk support platform branded Market PayAssist• As a Technical Writer, I create hundreds of internal & customer documents hosted on Zendesk & Confluence• Platform used by Market Pay's global customers, partners, distributors and suppliers• Strategic focus on scalability, efficiency, artificial intelligence (AI) snd automation.• Continuously enhanced and improved with new workflows, features, AI infused translation and complex integrations with both internal tools and external platforms that enhance productivity and greatly accelerate ROI

☐ Provide country-level leadership interlocking with the global executive team, HR, finance, payroll, talent acquisition, procurement, benefits, legal and IT.☐ Direct and indirect people management of a team of 35 employees.☐ Ensure strategic initiatives are realised locally by sourcing talent (recruitment/hiring/talent acquisition), implementing Market Pay's strategy and building strongly motivated high-performance teams.☐ Managing the country level financial budget by ensuring cost-conscious operations, pragmatic procurement practices are adhered to and ensuring the CFO is informed regularly.☐ Providing local support for compliance, regulatory bodies, legal, operations, investment and employee benefits.☐ Promoting the growth of Market Pay's business through the cost-effective running of the local entity, networking, public relations, branding and representation with local and EU government bodies.

Remote

Currently Market Pay (formerly Acoustic)☐ Deliver best-in-class customer success strategy.☐ Focus on developing strong relationships, reducing churn, increasing retention, and growing upsell/cross-sell revenue.☐ Build and lead a global team of Customer Success Managers (CSM) by providing empathetic support to our people, ensuring the right tools and conditions for the job and all education, mentoring, and support programs are in place.☐ Ensure a consistent customer experience by defining a vision, ensuring white-glove level experience coupled with playbooks, templates, success plans, customer health checks, and timely communications at all points of the customer's journey.☐ Define and manage the onboarding process ensuring a frictionless experience.☐ Provide thought leadership to promote key customer relationships and growth initiatives.☐ Lead KPI’s to analyze all aspects of customer success; report and present findings to Senior Leadership.☐ Leverage the length and breadth of the org from support through engineering to proactively address issues before the customer experiences any impact.☐ Be the voice of the customer with product owners, roadmap input, and defect management.☐ Fully understand the customer's business including economic factors, category, organization, and specific needs. Be able to articulate their desired outcome and track progress against it.☐ Measure success through customer satisfaction metrics such as NPS, CSAT and SET-MET.

Vilnius & Copenhagen

Responsible for leading the steady-state account management and customer support teams for IBM Payments Gateway clients across 3 continents. This role involved managing three customer-facing teams (Account Management, Support, and Services) responsible for managing the client experience, renewals, customer satisfaction, contract management, implementing and maintaining ITIL compliant processes, methods, and tools, financial management, people management as well as revenue generation (upsell/x-sell) and cost recovery activities.

Vilnius & Copenhagen

Customer Success Director (CSD) (formerly Delivery Project Executive (DPE))This was a senior to executive level customer-facing role with a focus on building ensuring high-quality delivery of the entire scope of services, contract change control, revenue generation (add on), and high-touch customer relationship management with key stakeholders and decision-makers within the client organization.I provided account leadership to delivery staff and mentoring to Service Delivery Managers. Manage the contract financial data, cost, and revenue schedules as they relate to the delivery organization. Assist in the management of IBM resources and the coordination of client resources to deliver services and solutions to support the client organization. Own quality for service provided by the delivery Organisation and are responsible for tracking and reporting on service level (SLA, SLO) performance.

Lithuania

Provide country level management interlocking with the global leadership team ensuring strategic initiatives are realised locally including sourcing talent, implementing IBM's transformation and building strongly motivated high performance teams. Responsible for leading the teams providing day to day operations in Vilnius including recruitment, human resources, facilities, executive and client visits and financial management.

Vilnius, Lithuania

Responsible for the growth, competency development and resource deployment of IBM's Oracle Practice in the Baltic region.

Vilnius, Lithuania

Completed multiple complex client-facing multi-million-dollar ($1M - $250M) consultancy engagements specializing in business analysis. Primarily focused on bridging the gap between business and technology by working closely with the client on requirements analysis and elicitation, technical specification, UML, sequencing, process, strategy, and transformation.

Delivered multiple complex system integration and database designs for healthcare devices, smart ticketing transport systems, and eCommerce solutions in the telco space.

Dublin, London, Amsterdam

Designed, built, migrated, and administered multiple Oracle 4 through 10G instances. User management, table, partition, view optimization. Stored procedure analysis and implementation. Built and supported OLAP DML multidimensional cube-based implementations for advanced financial analysis and forecasting.

Dublin, Ireland

As an application developer with the IBM Application Services team, I designed & developed some of the most widely used applications in IBM Ireland such as hr online (consolidated HR services portal), Exit Management System (employee leaver application), and User ID Management database. Languages included functional language, LotusScript, JavaScript and HTML.

Dublin, Ireland

Entry-level technical support role followed by promotion to level 2 support and then level 2 team lead. Supported IBM’s PC & Laptop product line for the US market through Y2K.