Responsible for customer and partner success across EMEA as they absorb Armor’s suite of solutions, driving business growth, as well as building strategic relationships, top to bottom, within Armor’s portfolio of engagements.

The role of the CXM at Armor is to aid the delivery of Armor’s Secure Cloud services, alongside the building and maintaining of trusted relationships with a portfolio of customers.

Civica's Universal Pensions Management (UPM) system provides best in class technology and supplies some of the largest schemes in the UK. Reporting directly into the Managing Director, and standing in to cover the exit of the Operations Director, this role was focused primarily on the stabilisation of the operational delivery of multiple programs across multiple teams including, but not limited to Program and Project Management, Consultancy & Training, and Technical Implementation.

Reporting directly into the Divisional Managing Director, this role was responsible for the operational delivery of Capita’s payment management solutions, covering project inception and management, solution tailoring and configuration, managed services and customer services.

Responsible for the manged payments infrastructure in the Payment Management Division within Capita, ensuring a resilient 24/7 service and annual PCI DSS compliance.Specialties: PCI DSS and payment security, service resilience, customer relationship management, increasing customer focus, team/individual motivation.

In this role, I was responsible for a team of technical support operatives and a team of field engineers. I introduced standard service and operational level agreements and increased customer focus. The last 6 months of the role were dedicated to the implementation of a bespoke Customer Relationship Management (CRM) system across multiple business units within Capita Software Services. The CRM system was introduced in order to establish synergy across all marketing, sales and operational activity within the different business and currently serves as the ideal customer support tool for over 250 users.

In this role, I was responsible for leading a team of technical support operatives expected to provide remote and in the field support for issues logged by customers within the local government marketplace. I needed to ensure the team adhered to strict response times and service level agreements, dealing with approximately 1000 cases per month.