Lead a team of 4 Technology Consultants who focus on implementing technology solutions for best in class Customer Success strategies• Provide Technical SME guidance to client technology teams when building in Gainsight• Perform the role of Technology Consultant and Solution Architect for large Enterprise client engagements• Complete performance evaluations and identify areas of learning and growth for the consultants on my team• Partner with leadership to identify and monitor metrics to ensure we are meeting our financial and performance KPIs

• Provide best in class consulting services in Customer Success Strategy, Operations and Technology• Lead Technical Discovery and Design sessions with clients• Provide technology solutions that support the operationalization of the recommended Customer Success Strategy• Build Gainsight configuration in line with the agreed solution• Provide technology recommendations beyond Gainsight to ensure the best solution is used to achieve the desired outcome for the client• Provide mentorship and training for new Technology and Strategy Consultant• Design and implement technical solutions to support Customer Success processes including Health Scoring, Customer Journey Mapping, Success Planning, Digital Customer Engagement

• Collaborate with project managers and senior application consultants to analyzecustomer business processes and map to the Sparkrock application• Configure Sparkrock’s HR and Payroll functionality in line with customerrequirements• Guide customers through UAT and final sign off, ensure the applicationconfiguration meets their requirements• Provide training to employees on how to use the Sparkrock application

• Manage a portfolio of 300 customers, acting as their trusted adviser and internal advocate to ensure they get the most value from their application purchase • Manage the post sales journey of a new customer from their initial on-boarding to full adoption • Co-ordinate engineering resources to assist customers in using NetBrain, these steps include; Deployment, Network Discovery and Training • Support the account management team in identifying and closing up-sell opportunities • Assist in the administration of Gainsight, the team’s customer success tool

My objectives in this role is to provide Customer Success services to a portfolio of assigned clients. My current portfolio is valued at 3.4 million Canadian Dollars. I work in a team of 7 Customer Success Professionals reporting directly to the Director of Customer Support and Success. Duties & Skillset:• First point of escalation for operational issues• Manage the customer success journey and fostering ongoing adoption, actively managing client relationships to increase adoption, ensure retention, and increasing satisfaction. • A trusted advisor to clients and strategically positioning our solution, building relationships with customers at all levels from end users and individual contributors to IT Managers and Senior Executives.• Working closely with customers to discover their business needs/challenges and then coach them on the best ways to use the Cority platform to solve them.• Work with customers to identify critical goals and key performance indicators.• Provide Tier 3 technical support to Tier 2 teams, including answering questions, providing mentoring to Tier 1, training, and researching alternate solutions.

My responsibility in this role is to deliver Tier 2 support for a leading EHSQ SaaS applications. This involved working with a team of 4 Analyst and 2 Sr. Analyst reporting directly to the Customer Service Manager. I worked closely with Cority’s Customer Success team to ensure we delivered the best service to our customer. Duties & Skillset:• Provide functional and technical for complex issues• Assist self-hosted customers with the installation of new application versions• Provide mentoring to Tier 1 team to grow technical and functional knowledge of the application• Support the Customer Support Manager is dealing with client escalations• Run training workshops with Tier 1 team to provide guidance and share knowledge and experience

My responsibility in this role are to assist in the delivery of a 24/7 support model providing Tier 1 client support for a leading EHQS SaaS applications. This involves working with a team of 5 Analyst and 2 Sr. Analyst report directly to the Customer Service Manager. We receive additional support from 3 Customer Success Managers as needed. Duties & Skillset:• First point of contact for client issues both technical and functional• Providing functional support to clients escalating to Tier 2 as required• Triaging technical issues including initial investigation and information gathering and then escalating to the appropriate technical team• Drafting knowledge base articles to be shared on the user community • Sharing technical knowledge with team to assist in growing Tier 1 support team capabilities• Working in an on-call rotation to ensure clients are supported around the clock.

Upon promotion, my responsibilities changed to begin focusing on the development and growth, as well as leading the maintenance of the HR and CRM systems used by the Irish Civil Service’s HR Shared Services Centre, which is a division of the Department of Public Expenditure and Reform. This involved working with a team of 6 Consultants and 2 Contractors, reporting directly to the project's Engagement Manager and an assigned Performance Manager. Duties & Skillset:• Lead the technical production support services of a PeopleSoft HRMS and CRM system for the Irish Civil Service’s HR Shared Services Centre• Delivery of client change requests through the full software development life cycle• Develop ad-hoc reports at the request of a HR Shared Services reporting team• Provide application training to HR administrators and reporting users• Core system analysis with the view of providing performance improvements. This involved reviewing SQL and PeopleCode statements and testing alternatives

My primary responsibility was to support senior consultants with the maintenance and monitoring of the HR and CRM systems used by the Irish Civil Service’s HR Shared Services Centre, which is a division of the Department of Public Expenditure and Reform. This involved working with a team of 6 Consultants and 2 Contractors, reporting directly to the project's Engagement Manager and an assigned Performance Manager. Duties & Skillset:• Support the production support services of a PeopleSoft HRMS and CRM system for the Irish Civil Service’s HR Shared Services Centre• Assistance required could range from functional changes to back system issues requiring SQL and PeopleCode development to resolve• Build reports for weekly status meetings discussing performance and any system issues from the previous week• Analyse current business and application processes with a view to delivering functional improvements

My main responsibility was to provide customer experience and contact centre operations analytics services for Microsoft’s Windows and Devices division primarily Surface, Xbox, Band and Xbox Live. This involved working closely with Convergys’ Senior Management and Microsoft Service Delivery while reporting directly to the Convergys’ site Quality Manager.Duties & Skillset:• Reviewing current processes (e.g. Case management, Call coaching etc.) with the aim of improving the overall process removing unnecessary steps to help improve efficiency• Develop KPI dashboards to assist managers to driving improvements within their teams• Use data analytics techniques to review KPIs with the aim of eliminating operational waste, focusing on improving efficiency across 2 LOB’s• Assist site Business Analyst with ad-hoc reporting requests• Preparing presentations containing the most up-to-date and accurate customer satisfaction data which is presented to the client by senior management in weekly, monthly, quarterly and yearly business reviews• Run 1-to-1 sessions and training with Team Managers to demonstrate new reports and dashboards• Deploying a couching resource plan to ensure that all agents get 4 sessions with quality evaluators each month• Provide support to global Convergys’ HR and Quality in relation to quality couching and HR analyticsAchievements •Pioneered reporting styles and formats for Community support using the Microsoft Community Agent Tool (CAT).•Completed research and analysis to determine customer satisfaction differences based on regional statistics markets.•Successfully determined the main reasons for an increase in attrition over a quarterly period and provided data driven actions to resolve the problem.

The objective of this role was to provide customer support services for Microsoft’s Windows and Devices division primarily Xbox One, Kinect and Xbox Live. This involved working within a team of 16 reporting directly to a Team Manager.Duties & Skillset: • Resolution of customer technical issues specifically in relation to Hardware Configuration, Functional Content, Integration, Connectivity and Security• Dealing with core customer issues, resolving issues through to Customer Case closeout, inclusive of billing issues and day to day queries• Delivering effective case management with the goal of customer satisfaction and retention• Reporting on and presenting team performance in-line with managerial requests.• Mentoring new hires in best practice and call control techniques• Working with Team Managers to ensure agents are available to answer calls when they arriveAchievements•A member of the EMEA launch support team supporting Xbox One, working closely with our Xbox One Rangers (SME) to identify and troubleshoot emerging issues.