Sean O'Callaghan Email and Phone Number
Sean O'Callaghan work email
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Sean O'Callaghan personal email
Customer Success Executive with over 20 years of experience in leading high-performing teams, optimising processes, and driving customer satisfaction in SaaS environments. I specialise in managing large-scale enterprise and mid-market accounts, focusing on delivering tangible value that enhances customer retention and growth. I've successfully led M&A integrations, fostering a unified "one team" culture, and managed portfolios valued at over €500M in ARR driving a 94% renewal rate and securing over $100M growth in ARR.As a strategic leader with a data-driven approach, I'm passionate about building scalable customer success processes and ensuring our customers achieve maximum value. Whether it's guiding complex installations, spearheading account expansion, or aligning customer needs with product development, my goal is to create meaningful partnerships that drive both customer and company success. It’s all about delivering tangible value that clients can feel as well as see.I’m always eager to collaborate with cross-functional teams to transform challenges into opportunities and help customers thrive. Let’s connect and grow together!
Stratio
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Head Of ServiceStratio Jan 2023 - PresentLisbon, Greater Lisbon, Pt• Lead global customer success strategy, managing a book of business valued at €xxM ARR, with a team of Customer Success Managers and engineers.• Drove 85% market penetration by leading key client deployments across 4,000 vehicles for Singapore's largest bus operators, increasing customer engagement and retention.• Actively partnered with the product team to share customer insights, influencing product roadmaps and improving the alignment of features with customer needs.• Focused on account expansion and customer engagement to drive growth and satisfaction.
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Director Of Customer SuccessVerizon Connect Feb 2019 - Jan 2023Atlanta, Ga, UsMy responsibilities include leading and empowering the department to resolve installation, account management & technical issues, ensuring a high quality and efficient service is delivered; the ultimate outcome being excellent customer satisfaction leading to higher renewal rates, account expansion & referrals. ObjectivesManaging $XXXm+ book of business, securing $XXXm+ ARR through a 92%+ renewal rate and XXX% Net Account Revenue, Consistently achieving KPI targets, ensuring SLA adherence, delivering higher NPS and excellent customer feedback whilst handing 200k+ contacts per year, Driving a fanatical Speed to Value mindset throughout customer onboarding across all departments, Supporting & enabling 200 employees & vendor agents across 9 counties and 8 different languages, Building a strong team identity, this transcends cultural differences and allows a more cohesive and collaborative approach, Managing executive escalations, resolving conflict, and delivering a more open user experience. -
Director Of OperationsVerizon Connect Feb 2018 - Feb 2019Atlanta, Ga, UsResponsibilities included running installation & technical issues, delivering excellent customer service whilst driving towards industry leading customer satisfaction. The key achievements for this role included: Merging 6 different acquisitions into a single family, launched a T1 vendor to support rapid growth whist maintaining commercial status quo, supporting XXXk subscribers across EMEA via 130+ installation project managers & technicians across EMEA, consistently achieving targets, ensuring SLA adherence, driving a higher NPS and strong positive customer feedback whilst handing 210k+ cases per year.
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Customer Support Director EmeaOpen Text Feb 2011 - Feb 2018Waterloo, On, CaManaging multiple teams across Europe via local managers and direct reports; Mentoring & Inspiring the team to achieve team and personal targets by defining & Implementing core values across the department. Highly experienced in restructuring and mass recruitment drives; Well versed in pan European employment laws.Contract Negotiation and Sales Cycle support;Excellent conflict resolution skills and 10+ years diagnosing highly complex technical issues in high pressure situations.Managing key stake holder relationships across the organisation.Trend analysis with continual process improvement ;Identifying and applying KPI’s with appropriate traps and triggers.Excellent communication skills, both verbal and written; high standard of contribution within customer service enriching relations both externally and internally. -
Customer Support Manager Ecm Suite EmeaOpen Text Sep 2009 - Feb 2011Waterloo, On, CaMy responsibilities within this role included managing multiple products support groups across the UK, Southern Europe and the UAE. Actively handling customer escalations whilst maintaining SLA adherence and refining processes.Directly managing 45+ L2 Technicians and 3 Team Leads.Maintaining extremely high customer satisfaction rates averaging 96%+ across the team.Implementing clear and consistent policies, enabling a uniform approach to supporting 25K+ customer support requests for 10 products, across 4 time zones.Employing a new 24x7\FTS model to support Enterprise Customers.Relocating and enabling a bilingual support team.Pivotal role in large cross department restructure, acting as a business lead to ensure business continuity and ensuring customers were unaffected by the change.
Sean O'Callaghan Skills
Frequently Asked Questions about Sean O'Callaghan
What company does Sean O'Callaghan work for?
Sean O'Callaghan works for Stratio
What is Sean O'Callaghan's role at the current company?
Sean O'Callaghan's current role is Head of Service @ Stratio | Leading Global Customer Success Strategy | Customer Success Executive | SaaS Specialist | Driving Growth, Retention, and Customer Engagement - Ex Verzion, Opentext.
What is Sean O'Callaghan's email address?
Sean O'Callaghan's email address is so****@****ext.com
What are some of Sean O'Callaghan's interests?
Sean O'Callaghan has interest in My 3 Amazing Boys.
What skills is Sean O'Callaghan known for?
Sean O'Callaghan has skills like Enterprise Content Management, Document Management, Enterprise Software, Livelink, Solution Architecture, Enterprise Architecture, Knowledge Management, Team Leadership, Information Management, Professional Services, Cloud Computing, Content Management.
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