Siobhan Lyons Daly Email & Phone Number

Responsible for Global Revenue and Customer Experience

• Responsible for product planning and execution throughout the product lifecycle, including using the design thinking framework for gathering insights and prioritising product requirements.
• Help to define the product vision.
• Harness BigData to give customers insights visibility.
• Work closely with engineering and support to ensure customer product delivery goals are met.
• Ensure the product supports the company's overall strategy and goals.
• Participate in driving transformation across the entire organisation.

• Responsible for the retention and growth of a US$97m business unit.
• Lead the Partner Sales and Customer Success functions: accountable for sales pipeline.
• Lead a global team of 100 multi-lingual customer support associates in a Follow-the-Sun support operating model.
• Translate business plan into operational strategy, through the development of short, medium- and long-term goals for the sales and service team.
• Host strategy meetings and innovation workshops to ensure strategic goals are being met and define actions to pivot where needed.
• Ensure customers get full value from PGi services using proactive, data driven strategies to manage usage, adoption, and churn.

• Head of Product for GlobalMeet Collaboration, a video and web conferencing solution ($24M revenue)
• Responsible for development of the product roadmap and timely delivery of roadmap items, working in partnership with offshore development, operations, and design teams.
• Develop and maintain performance scorecards to track health of business, including revenue, EBITA, customer satisfaction, churn and licence renewal rates, development cycle times and roadmap impact.
• Participate in Sales pitches to promote PGi products to new and existing customers.
• Program manage a strategic partnership relationship, acting as escalation point of contact for both parties on risk/issues, and preparing for and hosting monthly steering meetings. Core Achievements:
• Successfully executed the product roadmap by delivering roadmap items on schedule, working in partnership with offshore development, operations, and design teams.

• Responsible for global support delivery and associated support development projects. Awarded Chairman’s Club Award for individual performance in this role.
• Lead, trained and mentored a global team of 128 associates dispersed across 8 sites, in 3 regions, including 10 direct reports, across Tier 1, Tier 2, business analytics and project management.
• Lead the cross functional strategic project team on key projects including process automation, simplification and streamlining of global workflows to improve productivity and the introduction/sunsetting of products.
• Cultivated a culture of excellence, continuous improvements and knowledge transfer.
• Determined long-term business needs, contributed to overall strategy development, and translated findings into operational goals.
• Stood up live chat support as a customer engagement method, with response times of less than 30 second.

• Responsible for the successful end to end onboarding of new Strategic Partnership Accounts from point of sale, with user adoption of PGi services post implementation as the measure of project success.
• Program managed the integration and migration of ‘NetConnect’, a $26.4 million Nordic conference company acquisition. This involved integrating the NetConnet employees and business processes to PGi, and the migration.
• Cost reduction: Stood up a Global Network Operations Centre, transitioning a team of 20 engineers from regional work processes to standardised global workflow processes. Shut down 2 regional centres, with associated.
• Infrastructure: Project managed the rebuild and deployment of the EMEA instance of the PGi Core back office instance.

• Lead the Customer Implementation Services team through the busiest period on record in PGi in 2011, with 6 new top 20 NYSE listed accounts onboarding simultaneously.
• Reported to the Managing Director and Head of Sales weekly on implementation project performance.
• Highlighted risks and issues to revenue realization and developed mitigation strategies to these in partnership with sales leadership.
• Maintained oversight of Software License revenue, renewal risk and churn rates.

Certificate In Emerging Digital Technologies, Artifical Intelligence And Machine Learning

Professional Diploma In Creativity, Innovation And Leadership

Fundamentals Of Data Analytics, Data Analytics

Higher Diploma Management & Marketing

Bachelor Of Arts (Ba)