SaaS Customer Care Experience

VP of Professional Services for Cambridge Cognition

Q3 2014 - Q4 2014

Interim Role

Worked across the Cambridge Cognition business to create the strategic foundation for a Professional Services team linking Customer Services, Technical Support and Logistics.

 

  • Expanded on existing links between the three different teams and the existing Business Development and Data Management teams.

  • Worked with stakeholders to create and drive a Global Key Account Management process

  • Supported the development of a new CamCog product with emphasis on the Customer beginning-to-end lifecycle. Analysed and helped select a new ERP system that will work across Finance, HR, Professional Services and Business Development teams.

  • Kicked off NPS as cust sat score across the business. Introduced a benchmark exercise set up for the year close.

  • Created, analysed and reviewed all existing and new Professional Services processes with clearly defined swimlaned responsibilities, ERP requirements, NPS touch points and resulting outputs.

 

All deliverables were handed over to the customer on time and budget. The assignment was a great success, and both parties look forward to working together again in 2015.

Senior Director, Customer Care / Client Services EMEA

Q3 2011 - Q2 2014

Permanant Position

Working across EMEA leading the Citrix SaaS Customer Care (aka Customer Success or Client Services) team. Striving to achieve the highest possible customer satisfaction, retention and growth within our base by maximising our customers’ success through our 12 products across multiple channels.

                   

  • Held responsibility for all EMEA retention worth >£33m revenue p.a. across >21k customers through multiple sales and support channels and achieving an average of 91% retention rate. 

  • Created a process and series of campaigns that generated an average of £430k per month cross and up sell wins from a set of products whose average seat per month cost was £13.

  • Grew a customer services team from 4 to 28 people across 5 EMEA locations.

  • Drove the team strategically and tactically to meet the regional and global targets of retention, growth and customer satisfaction.

  • Managed costs of delivery within budget across EMEA, ensuring the tool set was utilised where ever possible to minimise travel impact.

  • Carried out customer visits once a week via webcam and f2f, both personally and with team members and fed back findings at executive level.

  • Created the process and data snapshot for customer account planning across multiple segments with focus on the top 60 global accounts worth >£4m.

  • Operated as the final EMEA escalation point for customer issues and renewal opportunities across >5000 large customers worth > £23m.

  • Worked across multiple Citrix SaaS functions inc. Sales, Ops, Marketing & Finance to ensure strong working relationships and team work, despite disparate objectives.

  • Drove growth, on-boarding, adoption and usage across all EMEA customers, allowing for specific customer marketplaces and business environments.

  • Forecasted and reported on a weekly basis using factually based, in-house and personally developed forecasting systems that historically were >96% accurate on a quarterly cycle. .

  • Collaborated with cross functional business Directors and VPs to run the EMEA Citrix SaaS organisation including recruitment, development, assessment, training, management and motivation of all Care / Client Services team members across EMEA.

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