Thomas Dean Email & Phone Number

London, England, United Kingdom

London, England, United Kingdom

● Identify and Onboard SAP SI Partners to enable SAP focused projects● Build out the full onboarding process to enable new partners and make them successful● Develop strategy to scale the program for hypergrowth● Own delivery and feedback loop for continual improvements and success measurement.

London, England, United Kingdom

● Building a team of CSMs in a new Customer Success function.● Multi-region line management of CSMs with over $16m ARR.● Owning the customer relationship of EMEA customers from onboarding to managing risk and churn.● Building out the CS teams KPIs and reporting dashboards in Totango.● Creating processes and wider team relationships to better enable customers and reduce time to live.● Introducing clear and articulate customer value reports to drive adoption and reduce churn.● Developing new team structures, documentation and processes.● Identifying cross and upsell opportunities.

London, England, United Kingdom

My role at Mapp Digital expanded further in 2020 to include growing 3rd party strategic PS partnerships to provide services beyond Mapps native technology and resources, and to influence the allocation of billable work and utilisation across the global PS department. Key tasks include:• Lead the management team of the global CM org ensuring continued best in class delivery.• Build out a PS partner strategy and network, increasing adoption of 3rd party tech vendors.• Develop strategies to optimise operational workflows, driving efficiency across the PS function.• Drive thought leadership and knowledge by presenting new technologies and opportunities.• Collaborate with Mapp executive leadership teams to develop strategies and working practices.• Own relationships with PS contractors and suppliers.• Identify opportunities for the innovation of new multi-channel campaign delivery services.

London, United Kingdom

A leader in the Professional Services (PS) team at Mapp Digital, where I had a functional focus on Campaign Management delivery. The global team is arranged in a matrix structure to drive efficiency through international teamwork, standardisation, and to enable scale in the most efficient way possible. My focus in this role was driving the efficiency and performance of our CM team by providing ongoing training and development of managers and IC team members.• Developed and delivered pricing packages for customer teams and clients.• Extensive change management experience from developing and implementing global reforms.• Created strategies to standardise team processes to drive efficiency and international delivery.• Collaborated with partners, publishers, and internal units to successfully execute campaigns.• Owned responsibility for revenues, quality, customer satisfaction, and relationship building.• Identified opportunities and implemented innovations for PS team.

London

London

London, United Kingdom

Ba Hons Marketing, Marketing

Education record

Co-educational independent school in Nottingham