Ryan O'Connell Email & Phone Number

Crawley, Gb

Canterbury, Kent, Central, Gb

I reduced customer churn at Fuse by 45% year-on-year by implementing a data-led approach to customer renewals.I lead our post-sales customer teams, including Customer Success, Support, Implementation and PMO teams with staff and customers across the globe. In my first year at Fuse, I focused on three teams:🚀 Customer Success - I implemented our first Customer Success Platform, providing clean data about who are customers are, when they're up for renewal, what the risk factors are and how successful they are. With nearly 50% of customers up for renewal in 2024, I worked with the CS team on renewal action plans which led to a 45% decrease in customer churn compared to 2023, while reducing overheads by £160Kpa.🔨 Support - I overhauled our Support offering, implementing a new helpdesk to support a 24/5 offering to support the target of improve SLA adherence by 30%. Tooling costs were reduced by 60% and service credits are on track to reduce by 35%.⚙️ Implementation - I worked with the implementation leaders to create a process to reduce customer onboarding time by 40%, increasing TTV. This increased team capacity to handle new implementations on a cost-neutral basis.

San Francisco, United States, Us

As an ambassador for the SaaS Alliance, my role is to promote best practices in SaaS, aid discussion points in this exciting industry and provide coaching and guidance to fellow members. SaaS Alliance was founded with a vision of providing the most comprehensive resources, content, and learning materials for SaaS leaders at every stage of growth. This is why we cover everything from finance and investment to marketing, strategy, customer success, DEI, and much more!

Dorking, Surrey, Gb

With 12 promotions in 24 seasons, Dorking Wanderers are the world's fastest growing football team. With incredible success on the pitch matched by ambitious growth off it, Dorking Wanders have a digital reach that rivals many EFL and even Premier League clubs!My role is to help Dorking Wanderers capitalise on this success, bringing in new processes and approaches to work with big-ticket sponsors and partners to help drive our continued success as we head towards the EFL and full-time football.

Brisbane, Queensland, Au

I set up Customer Success in the UK for ProcurePro, recruiting Customer Success professionals, including my replacement. I put in place a strategy for helping customers achieve their business objectives.

Nottingham, England, Gb

I led the Customer Operations dept which under my leadership grew 7x structured across 4 teams, handling a 115% increase in ARR year on year on top of an NRR rate of 127%.🎯 I expanded the Customer Success team across the UK and US, handling more than 200 customers via a high-touch customer success model. I introduced new metrics and targets, including Net Revenue Retention (NRR), customer referrals and increasing subscriptions per customer. With a churn rate of just 1%, we boasted one of the industry's best customer retention rates.⚙️ I scaled our Implementation team to handle 5x active implementation projects at any one time. 94% of implementations were delivered on time and the average implentation time was less than 8 weeks, compared to an industry average of > 12 weeks. I developed several implementation processes, including a standard process to get customers live within 2-4 weeks.💻 Our Support team handled a 300% increase in number of tickets year on year and expanded to the UK, US and Australia. I introduced a 24/5 follow-the-sun model and the Support team have a 99% first response SLA rate, 97% containment SLA adherence and a 99% customer satisfaction score (response rate approx 20%) all at the same time as rolling out Live Chat support.📈 Our Data Lab team provided business-relevant data to our customers and support them in project-led experiments to achieve the best results. As well as helping our Product team improve the analytics included in our Platform, the Data Lab team achieved their revenue targets and contributed to winning awards.I scaled processes throughout, ensuring that bottlenecks are removed, maintaining our high-touch customer model, delivering an exceptional customer experience and beating the rest of our industry in as many metrics as possible.🏆 As a result, we won gold in the Business Brilliance Awards for Customer Service in 2022.Finally, I defined relevant KPIs and MI, creating a suite of reporting dashboards.

Stanford, London, Gb

Canterbury, Kent, Central, Gb

I led the Customer Onboarding team which provided next generation learning consultancy to Fuse's clients.- I recruited and led a team of people based in London, San Diego and Sydney. I mentored the team, passing on my knowledge through coaching, training and workshops so that they were able to deliver world class learning implementations with a measurable improvement in customer success.- I defined a model for L&D teams to use to ensure that they were mapping learning programmes to behavioural changes required to meet business goals.- I worked with Fuse’s largest customers - including Avon who were undertaking one of the world’s largest learning platform implementations which will eventually be used by more than 5 million reps worldwide. I worked with Avon to provide an approach that increased engagement in learning by their reps and led to an increase in sales and average order value.

London, Gb

At KMPG I managed a team of client-facing consultants delivering HR, Learning, Financial and Customer Experience (CX) consultancy. I implemented processes to improve technical and functional documentation, speed up delivery time and capture the impact our work had for customers. During my time at KPMG I:- Provided financial compliance training, including Anti-Money Laundering, Whistleblowing and Risk to clients including JP Morgancreated Customer Experience insights reports for KPMG Advisory Services and KPMG Nunwood- worked with Prudential to improve the customer experience achieved through their contact centre, revising scripts and improving processes leading to an increase in NPS scores- led the most successful workstream on a multi-million pound public sector ERP implementation programme- improved delivery processes leading to an increase in client satisfaction and and a higher average client spend in my department- supported the growth of my team with two direct reports promoted to management positions- won an Inspiration Leadership awardI managed a team of various levels, including graduates, experienced individual contributors, aspiring managers and managers.

GLAD (Global Learning And Development) Solutions specialised in providing learning technologies consultancy and services to businesses. As Managing Director, I oversaw the direction of the business and provided consultancy to our clients.- I worked with and provided consultancy for the likes of BT, NSPCC, BP, DHL and Barclays. Among the work I completed, was consultancy on the best approaches to leverage learning technologies, implementing learning platforms and providing innovative and adaptive elearning courses.- I worked with an investment brokerage to transform their approach to compliance training, moving from a tick-box exercise to a culture of compliance first through the use of adaptive learning experiences designed to increase engagement. We measured success by a reduction in the number of risk incidents that occurred, proving behavioural changes.- I grew the business and hired a team to support with the creation of digital learning content and implementing Cornerstone OnDemand with whom we had a formal partnership to deliver some of their implementations.

Santa Monica, Ca, Us

Due to my deep expertise of Cornerstone and excellent knowledge of many of their modules, including Learning, Performance, Connect and Succession (Talent), I was asked to be an Implementation Consultant for Cornerstone. I was certified to deliver implementations in each of these modules and led many complex projects on behalf of Cornerstone for many of their clients, including Nomura, hibu and Jaguar Land Rover. I had a great track record of delivering on time, maximising profit on implementation for Cornerstone, and increasing ROI for their clients.

London, Gb

The GMC used Cornerstone's Learning module for their LMS and the Performance module to manage reviews of panel members. I designed all aspects of the performance review workflow, manipulating Cornerstone to deliver client needs. I ran client workshops to establish their processes, then created functional design documents for the client to approve before I built the functionality in Cornerstone. To cater for different departments and a variety of processes, I delivered a flexible yet templated approach which helped improve the panel review process, delivering significant and positive change to the GMC.

London, England, Gb

BP undertook a large programme to consolidate the 128 LMS platforms in use across the business into their new LMS, Cornerstone. The aim of the programme was to deliver access to learning and comprehensive training programmes that would enable to provide the level of training needed to avoid incidents happening in the future. I reviewed existing programmes as they existed on their VLE (virtual learning environment) and worked on translating these to make the best use of Cornerstone's functionality. I worked with stakeholders throughout the business to ensure that all areas of the business, from upstream to downstream, were catered for in the new project. The project took two years, but was delivered as per the original plan and provided much easier access to important learning opportunities for BP staff.

London, Gb

The One Barclays initiative was a multi-million pound programme aimed at streamlining the operations across five separate parts of the business. As part of this I worked on a programme to converge three instances of Cornerstone used across Barclays into one. I led the data consolidation workstream, a delicate operation to converge data from multiple sources into one Cornerstone platform. This involved the review of many millions of rows of data across more than 100,000 user records per instance. The operation was a success and we moved Learning, Performance and Succession (Talent) data into Cornerstone and this work was completed on time and on budget.

London, Gb

At RPC, an innovative law firm who have a reputation for integrating technologies really well, I worked on their migration from Office 2003 to 2010. I provided a blended approach developing and leading face-to-face training (including lunch-and-learns, drop-in surgeries and more formal sessions), as well as more traditional materials such as elearning courses (SCORM) and quick reference guides.For other software training, I created just in time performance support training - guides that used context-sensitive technology to guide users through how to complete certain tasks within the software itself. This reduced time lost in classroom training sessions and increased productivity by allowing people to learn within a live environment, thereby learning in the flow of work.

At Torus, a reinsurance company, I conducted a training needs analysis, developed many training materials, led the proof of concept review for a Learning Management System (LMS) and selected and implemented Cornerstone OnDemand.I gathered business requirements for the LMS from different parts of the business, assessed a number of LMS platforms and selected Cornerstone. I implemented Cornerstone at Torus in three months, and received great feedback from Cornerstone about how quickly I had learned their system, even providing some guidance to them about workarounds. I implemented Cornerstone's Learning module and led the testing process as well as change management and rollout.I created SCORM compliant software simulation elearning courses to teach users how to use bespoke underwriting systems used by Torus. I also created innovative e-Tip Sheets, a non-linear interactive quick reference guide to help users learn quickly.

London, Gb

I worked with clients Aon Insurance, Stockton Borough Council and Wolverhapmpton University, to provide training solutions for Agresso (now called Unit 4 Business World). I delivered face-to-face training sessions, designed SCORM compliant elearning courses and created training materials to support the rollout of Agresso within these organisations. I received very positive feedback scores for the training sessions that I delivered in particular.

London, London, Gb

I moved to the IT department as 1st and 2nd line support and IT trainer, as well as providing 3rd line support in our bespoke case management tool. I project managed the Office 2007 upgrade, including the change management and training delivery.

London, London, Gb

Complaints Executives at the ASA assess complaints made about advertising by members of the public and competitors or pressure groups. I was responsible for training within the department.I redesigned the training and induction process, reducing the time it took for new starters to be able to start assessing complaints and therefore adding the value to the company. I did this by making use of digital technologies that were available at the time and creating a blended onboarding programme that gave new hires space to learn as well as time to practise what they were learning. On top of this I wrote a procedures manual to ensure that experienced executives had useful resources that they were able to use when needed.I also covered managers when they were absent, assuming management responsibilities for periods from a few days to up to a month at a time, combining this with my usual role.