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Work Background
EntrustSnr Customer Solutions Manager
Aug. 2023
Mindful Health MattersTransformation Coach Consultant
Apr. 2023 - May. 2024Milton Keynes, England, United Kingdom
Okta, Inc.Customer Success Manager
Aug. 2018 - Apr. 2023London, United Kingdom
SalesforceCustomer Success Manager
Feb. 2017 - Aug. 2018London, United Kingdom
PA Consulting GroupPrincipal Consultant
Jun. 2015 - Oct. 2016London, United Kingdom
CitrixCustomer Success Manager
Aug. 2014 - May. 2015London, United KingdomResults: Increased customer satisfaction within one of my customers from a score of 1.5 to 3 (maximum) as measured using internal scoring metrics. Contributed to $1.5m pipeline increase in Sales across Server Virtualisation and Mobility. Reduced overall Virtual Desktop rollout project timelines by 2 months by accelerating the deployment of purchased product licenses. Responsibilities: Post-sales account management to a set of Top-Tier Citrix Customers - Allen & Overy, AstraZeneca, Co-Operative Group, EE, JP MorganChase, ITV, Lloyds and Tesco Acted as primary point of customer escalation and also the customer advocate within Citrix. Engaged with client at a Strategic level to drive Citrix production deployment and adoption. Developed success Blueprints aligned to clients’ strategy and goals. Developed and executed the delivery of success Blueprints, KPIs and performance Scorecards for key clients. Re-engaged relationships with a number of clients resulting in increased levels of engagement and improved perception of Citrix as a Strategic partner. Organising Technical Overviews to assist in internal conversations around Business Strategy & Citrix. Worked across a distributed product and services team to achieve customer satisfaction. Drove extended support on a range of products to help support business challenges as part of a remediation Programme. Organisation of road mapping sessions to assist clients in seeing Citrix as strategic. Developed a process to differentiate between standard and light touch Customer For Life customers based on Customer For Life Programme criteria. Identify and encourage customer best practices in the deployment and on-going support of Citrix solutions and services. Weekly reporting tracking status of Accounts progress through Customer For Life Methodology phases. Built relationships across all areas of the business including Sales, Support, Consulting, and Product Engineering.
AccentureSenior Consultant
Aug. 2010 - Jul. 2014Driving virtualisation technology architecture strategy and design, and developing transition roadmaps and implementation approaches Driving and reviewing virtualisation technology diagnosis and assessment activities Developing high level designs which support robust technology solutions, taking into account the user requirements, technical requirements, etc. Driving technology architecture and infrastructure detail design activities Driving virtualisation technology build, test and implementation activities Identifying business opportunities for virtualisation technology-related improvement based on benchmark data and supporting high-level cost benefits analyses Providing input into business case development and contributing to asset development and harvesting Working on projects across a variety of industry sectors
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