Sharon Keating Email and Phone Number
I fell into Customer Success after setting up my own software company shortly out of college. I took a P/T job with an Aviation software company and discovered my love for helping customers achieve their business goals. Impressed with my work, I was offered a F/T position and spent the next 10 years as Project Manager and subsequently Head of Professional Services. When I wanted to expand my experience, I moved to an Irish company that provided eCommerce solutions for Aviation businesses; my skills and talents were quickly recognized, which led to several promotions and awards. During my tenure at this company, I moved to the U.S. at the request of a Tier 1 customer who wanted my leadership on-site and where I went on to spend 4 fruitful years. After Covid, I decided to explore other tech industries, joining a start-up, growing logistics company where I built a Customer Success team from scratch.I was then recruited by FLYR as the Head of Customer Success & Account Management where I focused on business outcomes, cross and upselling, and revamping the customer journey and AM/CS function to improve product adoption.Some of the accomplishments I am most proud of at FLYR include:1. Formulated proactive methods to minimize customer churn.2. Reflected a double-digit percentage increase in customer satisfaction.3. Raised customer retention and amplified loyalty-based customer feedback loops.Curious, and with an open mind, I am motivated by understanding how a product can help customers achieve their business outcomes. As a trusted advocate for their needs, I am passionate about understanding what makes my customers tick. With empathy and stellar interpersonal communication, I am able to step into customers’ shoes and cultivate loyal and trusting relationships. My professional philosophy is to take pride in delivering exceptional customer success by providing dedicated support and bespoke solutions to help customers maximize their business outcomes.I believe in myself and in my ability to communicate through my words, actions, and follow-through, allowing people to collaborate with me with self-assurance. I look forward to applying my passion, dedication, and business acumen to my next professional endeavor. Finally, I echo Henry Ford’s sentiment, “Whether you think you can or you think you can't, you're right.”
-
Vp Of Program ManagementAccelya Dec 2024 - PresentLondon, Gb
-
Head Of Customer SuccessFlyr Jan 2023 - Jul 2024San Francisco, California, UsI created the framework, business outcomes, guidelines, cost selling, upselling and communicated the product’s value proposition for account management. I revamped the customer journey and AM/CS process to analyze the customers’ purchase journey and product adoption. I innovated product development, streamlining the product roadmap. I worked with engineering on technology initiatives, with the sales teams on contracts and sales transitions, with implementation on adoption, and with finance to track costs and revenue. I generated business outcome (KPI,) usage, adoption, and response time reports.My Challenge: Tap into the customer feedback to inform product development while delivering outstanding customer success services.My Actions:1. Ensured financial success of customer accounts through renewals, upselling, customer satisfaction, handling escalations, and managing executive relationships.2. Created playbooks, guidelines, training, best practices, and team onboarding. 3. Led customer success initiatives including developing retention strategies and customer satisfaction tracking metrics using NRR and NPS.4. Provided professional development and performance reviews for team members.5. Followed customer product usage with a dashboard to determine the best way to optimize the product for customers.My Results:1. Reflected a double-digit increase in customer satisfaction scores.2. Raised customer retention and increased loyalty-based customer feedback loops and business reviews.3. Formulated proactive strategies to minimize churn. -
Vice President Of Customer SuccessAirspace Jan 2022 - Dec 2022Carlsbad, California, UsI built a world-class customer success team focused on ensuring customer satisfaction with the product and post-sales obligations while supervising a team of 30. I oversaw the P/L, optimized the customers’ lifetime value, business goals, new features, and use cases by defining the customer experience, executing implementation and post-sales commitments. I led account management, client services, enablement, and professional services; designed and implemented customer success playbooks and processes. I directed the post-sales team and provided mentorship to improve performance and growth. I ensured alignment with C-suite, finance, product, engineering, and R/D to safeguard a unified business vision and goals. I also mentored, coached, wrote curriculums, and trained teams on customer service skills and strategies. My Challenge: Guarantee customer satisfaction and optimize the customer’s product utilization with comprehensive customer support. Also, measure business performance through the net promoter score (NPS) and annual revenue retention review.My Actions:1. Developed systems to track customer robustness through customer health score, NPS, CSAT, and KPIs.2. Cultivated a customer-centric culture to advocate for their needs and influence internal decision makers.3. Quantified customer satisfaction status through conversations and outreach.4. Facilitated discovery workshops between product teams and customers to explore customer journey issues and resolve them.My Results:1. Enabled 40% revenue growth for client segments by designing and scaling a post-sales revenue team.2. Established the customer success enablement team to acquire and expand strategic customers, with transactional annual contract values exceeding $100M.3. Ranked in the top 10% of the industry in NPS and CSAT scores. -
Director Of Customer Success & Program DeliveryDatalex 2014 - 2021Dublin, IeI led 100 people and managed the overall engagement to provide a digital commerce platform and SaaS products to aviation customers. I analyzed and articulated the long-term customer strategy to understand what motivated a purchase and created a roadmap regarding specific product elements. I directed and iterated the new best practices for the commercial delivery model, moving from Waterfall to Agile using DevOps. I promoted multimillion-dollar customer revenue generation and was responsible for P/L, budget, forecasting, margin achievement, and team professional development. I oversaw product and engineering development vendors, techs, testers, solution architects, and the product manager to execute customer commitments on time and on budget. My Challenge: Digitize and transform the way airlines sell their products, improving the customers’ digital experience when booking tickets, changing seats, purchasing bags, etc. My Actions:1. Planned, developed, and deployed new customer success strategies, governance, and solution-enablement functions and features.2. Contributed to strategic planning, competitive positioning, and improved customer satisfaction for large-scale initiatives and portfolios. 3. Supervised technology teams in translating the customer-desired direction and product outcome. 4. Collocated implementation, testers, and developers on-site with the customer to increase client satisfaction, adoption, and collaboration to expedite product delivery.My Results:1. Increased air transactions 10%.2. Contributed to 5% YOY increase in net promoter score (NPS) with key customers. 3. Developed, implemented, and delivered a 4-year multimillion-dollar professional services contract. -
Head Of Professional ServicesFlightman Feb 2004 - Feb 2014Dublin, Dublin, IeDuring this role, I managed customer success and delivery of Electronic Flight Bag solutions to numerous airlines across world. I gained broad knowledge of electronic techlog systems from origin in airline through successful implementation.A few of noteworthy contributions in this tenure include:• Drove $5-10M in savings for customers through digital transformations.• Offered valuable consultation in deployment and maintenance of Electronic Flight Bags for operators of all sizes. -
Business Development DirectorImpala Technology Aug 2003 - Dec 2004Sintra, PtStart-up software company which I co-founded. I was responsible for promoting the product and services among potential customers and establishing a customer portfolio for the company. -
Training And Document ManagerQubos Feb 2002 - Aug 2003Responsible for establishing quality procedures, documentation standards and training programs in an unstructured environment.
Sharon Keating Education Details
-
The Open UniversityMaster Of Business Administration (M.B.A.) -
The Open UniversityGeneral
-
Dublin Business SchoolAdvanced Post Graduate Diploma In Project Management
-
University Of LimerickPostgraduate Diploma In Technical Communications
-
University Of LimerickBachelor Of Science & Engineering
Frequently Asked Questions about Sharon Keating
What company does Sharon Keating work for?
Sharon Keating works for Accelya
What is Sharon Keating's role at the current company?
Sharon Keating's current role is VP of Program Management | Post Sales Expert | MBA | Strategic Thinker.
What schools did Sharon Keating attend?
Sharon Keating attended The Open University, The Open University, Dublin Business School, University Of Limerick, University Of Limerick.
Free Chrome Extension
Find emails, phones & company data instantly
Aero Online
Your AI prospecting assistant
Select data to include:
0 records × $0.02 per record
Download 750 million emails and 100 million phone numbers
Access emails and phone numbers of over 750 million business users. Instantly download verified profiles using 20+ filters, including location, job title, company, function, and industry.
Start your free trial