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Skills

  • Account Management
  • Accounting
  • Career Development
  • Consultant
  • Customer Success Management
  • International Business
  • Management
  • Personal Assistant
  • Project Management
  • SaaS
  • Startup Consulting
  • Team Management

Services

  • Customer Success, Support & Services

    $50/hr Starting at $25 Ongoing

    Dedicated Resource

    A hands-on entrepreneurial technology professional, with international experience in, Project Management, SaaS, Account Management, Support, Team Management & Consulting. With the last 12 years in senior...

    Account ManagementAccountingCareer DevelopmentConsultantCustomer Success Management

About

I'm a freelance technology professional with 18 years international experience in start-ups, Customer Success, SaaS, Support, Services and Project Management.

• CUSTOMER SUCCESS: Passionate about delivering the best possible customer service to clients by closely managing their SAAS/On-Premise implementations, on-boarding and on-going goals/relationship. Driving positive NPS, contract renewals and account growth by demonstrating in-depth product knowledge as the SME while being the client advocate internally. Having a thorough understanding of the business challenges customers are facing and finding smarter ways to manage those issues. Whilst not losing sight of internal company goals demonstrates vision by developing current customer situations driving them forward, by reviewing product analytics/trends in usage and proactively looking for new cross/up-sell opportunities and gaining excellent reference case studies for marketing campaigns.

• DIGITAL TRANSFORMATION / SUPPORT / SERVICES: Comfortable building/managing Customer Success & Support Teams, reviewing/setting and delivering SLAs/KPIs with outsourcing providers, and of working across multiple departments. C-Level, Operations, Engineering and Sales/Marketing to advise on best practice/improvement for optimal customer readiness. Personally leads resolution of high profile outages and technical problems, keeping the clients updated and protecting goodwill.

• APPROACH: Ardent about technology, thorough understanding of Product/Development lifecycles working with clients during trials and launches or managing new features requests with a common sense approach to both Programme / Project management and Post Go-Live Support (PGLS) who can communicate issues/scenarios to diverse stakeholders, while driving projects and implementations.

• PEOPLE MANAGEMENT: Empathetic mentoring and management style with exposure to leading diverse cross-functional teams, Customer Success, Service Desks, 24x7 remote call centre’s, developers in China, the EU and US, and pre-sales teams. Experienced manager of co-located and dispersed teams who ensures that outsourced team members are al