Requests
15
Keep in touch with meI'm using Intch to connect with new people. Use this link to open chat with me via Intch app
Work Background
GenesysSenior Operational Service Delivery Manager
May. 2024London
Senetus LimitedFractional Leader, Client services advisor
Feb. 2024 - May. 2024United KingdomWorking with Start-up and scale-up software companies, advising on strategic planning for all aspects of client services including Support, onboarding, professional services and customer success functions. specialist knowledge in B2B
HazyVP of Customer Operations and Client Services
Oct. 2020 - Oct. 2023London Area, United Kingdom- Defined the model to deliver growth and performance of the Support, Delivery, and Success functions
- Created forecasting, planning and KPIs metrics for all functions
- Hired 2 x Customer Success Managers, 1 x Support and 1 x Program Manager
- Led team whilst continuing to be hands-on in progressing key clients through their initial deployments
- Evaluated commercial price book and contracts to align with deliverables and expected performance
- Led introduction & deployment of best practices for training, service support and retention processes
- Identified market and team-specific opportunities to accelerate service excellence and efficiency across the service teams in onboarding, revenue generation, profitability optimisation and reporting & analytics
Rant & RaveHead Of Professional Services and Service Delivery
Jun. 2014 - Apr. 2020Coventry, United Kingdom- Developed the function, skills, and procedures to grow the team from a “young” start-up into a multi-disciplinary embedded services organisation
- Integrated helpdesk software Freshworks, delivering ITSM standard support methodology; reduced response times by 50% and increased first time resolution by 20%
- Reduced Time to Value and Go Live targets from 2-months to 2-weeks through development of a repeatable and measurable on-boarding process
- Accelerated project delivery process and knowledge base, reduced ramp time for project starters from 3-months to 1-month and billable resource within 2-weeks
- Led the first international (US) deployment
- Implemented a project office management tool for tracking of project deliverables, costs and timescales
- Led team through successful ISO270001 accreditation and its subsequent audit
- Helped transition the firm into a major SaaS player with an outstanding Services function up to the trade sale by Upland Software in Sept 2018
- Retained by Upland Software as a Consultant in 2019 for 12 months to manage roll out of SAGE project
eGain CorporationCustomer Success Manager - Premium Accounts
Apr. 2013 - Jun. 2014Slough, United Kingdom- Created a new Customer Success function in the UK to support complex needs of Enterprise clients
- Managed relationships with major EMEA accounts of over $1M including EE, Virgin Media, BUPA International, Vodafone, and JD Williams
- Worked closely with Account Managers, and Support teams - Supported renewal contract negotiations around Service delivery including the EE contract
- Managed technical infrastructure design - Established the technical infrastructure agreement to ensure a 99.999% uptime service level, specifying the technology stack, service levels, and response times
- Created and motivated a cross-functional inter-departmental team to deliver bespoke service, support, and project delivery functions to 10-country mobile telecoms supplier
eGain CorporationTechnical support Manager EMEA
Jun. 2006 - Apr. 2013Slough, United Kingdom- Grew a team of 14 x support staff in UK and India dealing with all on-prem and SaaS customers
- Handling inbound customer support issues, mix of telephone and email support
- Administered key accounts and reported for high value customers in maintenance
- Created a performance review system for rapid identification of development and growth areas
- Managed high value customers such as Vodafone, Barclays, France Telecom, and ABN / RBS
- Increased the correct qualification of reported issues by developing global support procedures to enable cross territory support between US, India and EMEA support teams.
- Ensured reduction in time to transfer to Product Engineering and Professional Services by 25%.
- Reduced transaction length by 30% as well as case open time by 25%.
eGain CorporationTechnical Support Analyst
Jan. 2000 - Jan. 2006- Supported EMEA clients with technical support issues
- Promoted to Technical Support Supervisor after only 6 months (3 reports)
Inference CorporationTechnical Support Analyst
Jan. 1998 - Jan. 2000Following acquisition in 2000, continued role under the eGain name brand.
Hampshire County CouncilInformation Technology Infrastructure Manager
Jan. 1998 - Feb. 1999Oversaw countywide IT infrastructure, including Headquarters and outlying offices
Intch is a Professional Networking App for the Future of WorkSee more people like Gareth on Intch
300k+ people
130+ countries
AI matching
Get Intch if you'd like to
453430 people
16
Senior software engineer
19
Project manager @ Zois Energy limited
20
Project and business Manager
126726 people
19
Project manager @ Zois Energy limited
20
Project and business Manager
18
Financial Consultant @ Standard capital corporation