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Work Background
Ansturo LimitedManaging Director
Aug. 2014Portsmouth, United KingdomI am an Interim Programme & Project Manager who specialises in large, difficult programmes & projects that are often facing a serious challenge or deadline that needs addressing. I am very happy to discuss potential Interim Management opportunities. Please take a look at the PROJECTS section of LinkedIn to view my Interim Management experience or visit the Ansturo website for more detail.
Citrix SaaS DivisionSenior Director, Customer Care EMEA
Jul. 2011 - May. 2014Chalfont, UKWorking across EMEA leading the Citrix SaaS Customer Care team (aka Customer Success or Client Services) who are based in the UK, Germany, Ireland, and the Netherlands. Striving to achieve the highest possible customer satisfaction, retention and growth within our client base by maximising our customers’ success through our twelve products across multiple channels. Responsible for all EMEA retention in both $ and customer feedback.
Driving the team strategically and tactically to meet the global targets.
Ensuring regular customer contact both via webcam and f2f, both personally and via the team.
Reviewing account plans across multiple segments
Establishing key high value customer relationships and acting as a final EMEA escalation point.
Working across multiple Citrix functions inc Sales, Ops, Marketing & Finance
Driving on-boarding, adoption and usage across EMEA customers with multiple cultures
Forecasting and reporting using factual based in-house developed systems
Working along side other cross functional Business Directors and VPs to run the EMEA Citrix SaaS organisation including recruitment, development, assessment, training, management and motivation of all Care team members across EMEA.
IBMExecutive Transition Manager for CRM EMEA
Aug. 2004 - Jul. 2011Design, cost and deliver transition programmes and solutions at a regional and global level. Global CRM transition SME. Review and validate complex transition solutions from multiple offerings. Deliver large transition projects. Manage a team of EMEA transition managers. Communicate across multiple offering area teams.
IBMSenior Consultant
Sep. 2000 - Aug. 2004PortsmouthSenior Consultant advising on CRM, Contact Centres and Siebel Implementations.
Lloyd Payne & Associates LtdDirector
May. 1992 - Sep. 2000PortsmouthCRM Consulting and Education Deployment across EMEA for CRM Programmes. Consultant to IBM.
Hurd Rolland PartnershipAssociate Partner
May. 1988 - Apr. 1992BerkhamsteadAssociate parter in Uk practice with office around the UK. Managed the CAD / CAM system.
Turner Wright & PartnersSystems Manager
Apr. 1987 - Apr. 1988AylesburySystems Manager for large CAD system
DEGWCAD Technician
Jan. 1987 - Mar. 1987LondonCAD Technician
Hobbs ArchitectsCAD Technician
Jul. 1983 - Jan. 1987Milton KeynesCAD Technician
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