Susan Farrell Email and Phone Number

Cloudinary helps brands manage, transform, optimise, and deliver engaging visual experiences at scale through powerful developer APIs. Since its 2012 founding, it now serves over 2M developers globally, including major household brands.Senior CS Operations Manager Role:Partnering with 80+ teammates across various Customer Success rolesStreamlining operations to boost efficiency and performanceSetting up processes, tools, and integrations to support fast growthAdministering key platforms like Vitally, Salesforce, Zendesk, and Zapier, while collaborating with the team to manage them effectively

Focusing on the roll-out of Salesforce Einstein Analytics, the global Business Analytics KPI reporting solution for Sage People. Utilising data from multiple sources to provide a holistic view to enable data-driven decisions. Involved in design, development, maintenance and support. Also involved in ad-hoc reporting and deep dive analysis utilising Salesforce CRM and Einstein Analytics, providing business insights to advise decision making.

• Constantly evolving role and team due to company growth since it's 2017 acquisition. Now part of the new centralised Business Operations function• Utilising Salesforce CRM to provide insights and recommendations regarding the global performance of Sage People to various key stakeholders including regional MD’s and the Board to ultimately enable senior management to make data driven decisions to maximise performance, profitability and growth• E.g. Key SaaS metrics including: customer retention and net promoter score deep dive review

• Admin duties plus helping define process standards and areas for improvements

Initially joined as Operations Administration Assistant in the Services function with the role involving a variety of tasks including managing PO’s, handling Partner invoices, creating reports and dashboards on the Salesforce platform, create and own documentation to drive standardisation and best practices, handling customer orders including training, additional licence and supplier orders, answering customer and internal queries relating to Service support and sending project support documents to customers

Award-winning management consultancy specialising in improving sustainability and supply chain practices. Role:Joined epi on an internship as a Junior Analyst which successfully lead to a permanent role as an AnalystSupporting the delivery of projects to major FTSE and public sector organisations across various industries (including Telecoms, Utilities, Nuclear).Main responsibilities:• Collaborating with colleagues in China on the development, rollout and related client engagement of our award-winning supply chain tool. The “epi Sustainability Assessor” is a technology solution to enable clients to easily assess their supply chain sustainability performance and provides recommendations for improvement areas• Supply chain sustainability benchmarking project, interviewing leading organisations across industries and identifying methods to increase efficiency and promote partnerships• Collecting data and compiling an insights report on the capacity and constraints of the nuclear market and possible future developments to help optimise the strategic planning and execution of multi-million pound contracts • Supplier selection- screening potential suppliers in order to depict their core capabilities and ultimately recommend the best procurement strategy• Office management tasks including setting up a new office, hiring and training new recruitsTargets achieved by:• Desktop research; interviewing procurement teams within the client business; interviewing external stakeholders including supply chain companies and industry bodies; collecting quantitative and qualitative information; analysing and reviewing data in order to make recommendations in efficiency, effectiveness and areas for improvement to clients

• Voluntary role carried out in between travels/work abroad• National food redistribution charity. My role involved liaising with recipient charities, warehouse inventory management, logistics and sourcing charity organisations to sign up

6 month contract undertaken between graduating and travelling. Role:• Part of the technical support team, effectively managing time between projects in the laboratory and the office. • Co-ordinated a new, vital and ongoing stability project conducted to carry out periodic verification of the shelf-life of all products manufactured on site (as per WHO and ICH guidelines) and produced an annual report on data findings